Empty Box Scam

[#1]

Hi, I need some advise.

We sent a customer a box of produicts to the value of £380 through our online shop.

They recieved it then simply opened a dispute with paypal stating 'Ebay purchase, empty box'.

They didn't buy of ebay and all the tracking shows there were no issues in transit. He later claimed the box was intact with no damge and sent some bogus images of our box empty with a couple of bricks in.

Obviously we disputed the case, but within 24 hours Paypal had refunded the buyer and the case was closed. I tried appealing the decision. But the case just closes again in favour of the buyer.

How and why do they do this when the buyer is blatantly lying. I've just checked the help area and it seems paypal give a step by step guide for how to win a claim or make a police complaint which 'm guessing this person did as they already emailed to say this as if they knew the procedure already.

We ahve been a long standing customer with paypal, a company that in fees alone have probably taken around £100000 in commision from our sales.

So my question is why do they just close it in favour of the buyer? when blatantly they have lied, but more frustratingly treat us with so much distain they will not even speak to us to tell us why they keep closing the case.

Seriously disgusted with Paypal after this episode.

[#2]

When there is no way to know who is telling the truth paypal normally find in favour of the buyer.

You can't prove you sent the items and the buyer can't prove the box was empty.

Catch 22 really.

[#3]

Im so sorry to hear that the same thing happened to you as it did me. We sell apple products as a very small business on ebay, the other week we sold some guy (scumbag) a macbook pro he paid £650 for it. As soon as he received it he opened a case through paypal (not ebay) and claimed there was no laptop in it but a bunch of a4 paper!! To my discust paypal gave him his money back within 7 days despite the fact that the courier had not even done their investigations. I have been in contact with police who just say its his word against mine so nothing can be done. We are is disbelieve as to how this can happen in 2014 when there are so many rules and regulations for everything else. This is a massive flaw in the system which we unfortunatley have been victims of. We can no longer use ebay as cannot afford to pay the money to bring our paypal account out of the £650 negative balance. We have decided we can no longer afford to operate through ebay anymore. Paypal are acting imorally in these cases because they cannot be bothered to establish who is the victim.

Hope this never happens to you again.

All the best.