Ebay Support Not helping

[shark-6733]

I had a buyer dispute a high value item because USPS lost the item. Buyer opened a case and won. Then a few days later the item was delivered.

I appealed the case and I was denied. I contacted support and ebay support reassured me that I will get my money back.

I was connected to Stacey from High Value Claims. She said I am easy to find since I am the only Stacey. She processed me a refund and everything was fine. 

A few weeks later I get charged $2000. I am confused and I contact ebay support. They reassure me again that I will be fine. This time nobody has contacted me. I have went through ebay support multiple times and nothing ever happens.

I was told I would get an email from the return department and nothing happened. I am down $2000. Ebay will not contact me and keeps emailing me that I owe money. They want the buyer to keep the item and the money. 

It is so frustrating having to call every time and having to hear the same thing every time. Please let me know what I can do. 

[bonjourami]

I hope you had insurance on the item because Ebay is not going to give you that two thousand dollars back.

[platinumsellerfx]

Your comment makes no sense. He had insurance on the package, it got delivered. USPS won't pay a claim on a delivered package for being a little late.

[bonjourami]

You are right..my bad.

[platinumsellerfx]

Did you write the buyer and ask them to return it to you? You could manually send them a label. If they got a refund, they did not pay for the item. You can certainly ask and they may offer to send you payment or the item back.  They may just figure if you aren't asking then no one lost anything

[albertabrightalberta]

@shark-6733 

At this point, you have 2 options. 

1. Email the buyer and request repayment since tracking shows that he received it. Whether this attempt is successful will be dependent on the integrity of the buyer. 

2. Take the buyer to small claims court with proof of delivery to the buyer. 

[shark-6733]

The buyer was very nice throughout this. I talked to ebay about this and specifically Stacey from high value claims said this: 

Ebay messed up and we will let the buyer keep the item and the money. We will manually refund you.

All of this happened. I was refunded and buyer was content. I don’t understand how they want the money back now and are completely shutting off contacting me.

[12345jamesstamps]

"A few weeks later I get charged $2000."...sounds like maybe buyer did a "did not recognize charge" with their banking credit card. Just a thought. Those are very hard to contest.

[bonjourami]

As usual you were given nonsensical responses from a csr. When the buyer filed a case for inr, did you provide the tracking number to prove it was still in transit?

[shark-6733]

Yes. I bought the label through Ebay. It is absolutely outrageous how the customer support tells me someone will get back to you and ghosts me. Will I have to dispute this through my bank? 

[bonjourami]

I dont know how much good that would do. If Ebay cant collect the money, they will turn you over to collections. And of course, close your account. Was this a cc chargeback?

I dont know if it will help, you may want to talk to Ebay for Business on Facebook, use the message link. They are much more accurate than the phone csrs who are scripted.

[bonjourami]

https://www.facebook.com/eBayForBusiness

[reallynicestamps]

When the buyer filed a case for inr, did you provide the tracking number to prove it was still in transit?

Yes. I bought the label through Ebay.

Not the same thing.

Did you provide the tracking number again , even though you bought it through eBay?

There seems to be a disconnect between shipping and Claims on these numbers. You have to actually provide it yourself from your records not trust in eBay's records.

And was your contact a Chat? or a phone call you initiated?

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.


https://www.facebook.com/ebay— Message button in upper right on landing page.

https://www.instagram.com/ebayforsellers/


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.

And show future reps what you were told by their colleague.
 

[inhawaii]

The item was lost/late by the usps.

The buyer filed a INR claim.

The buyer won his claim and was refunded (with your money) because enough time has transpired and the tracking showed the item was not delivered.

Shortly after that the item showed up and was delivered to the buyer.

Ebay will not "take back" the refund from the buyer.

You now have to hope that the buyer agrees to pay you -or- send the item back to you.

There is nothing ebay can/will do for you.

Good luck.

[mam98031]

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/eBay/

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home