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appeal a case that has been close by eBay using my funds and penalize me with a close case.
I am trying to appeal a case, but I haven't been able to get a clear response, and it feels like all decisions are being handled automatically without proper review. Here is what happened: I sold two sets of items to a buyer who was polite throughout the process. After I had already prepared and shipped the package, the buyer requested to cancel the order. I responded as professionally as possible and explained that once the items were delivered, they could return them for a refund.
However, only one of the two items was refunded. Tor the second item, I informed the buyer that they needed to contact eBay directly, as I couldn't issue the refund without the return being processed through the system. Despite this, the case was closed. The buyer received a full refund and I was left covering the shipping costs. On top of that, my account was penalized with a case outcome that I cannot appeal.
I am looking for guidance or clarification on how this situation was handled and whether there is any way to request a proper review of the case.
comics-scifi-collectibles
Mentor5 months ago@pilipete50 Sorry that happened. The buyer needed to file a return request for EACH listing that they purchased from. Then you could have refunded from the case. OR if they didn't file a refund request for the second item then you select send refund from the drop down menu next to the item.
It's never a good idea to let eBay handle a refund request as then they force a refund and you get a defect.
Try contacting customer service on social media in a private message to see if you can appeal the defect since the problem was the confusion of how to refund for the second item, not that you were unwilling to refund>
https://www.instagram.com/ebayforsellers/