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Buyer Beware -- eBay's Now Nonexistent Customer Support
All I wanted to do was return a pair of shoes I received that were not the size that I ordered. I emailed the seller about the error and requested a return. The seller didn't respond to my email and instead asked eBay to intervene and open a case, claiming the seller sent me a second item that fixed the error. The seller, to support its claim that it had corrected the error, referenced a FedEx tracking number for a package sent to my town after I requested the return/refund. The seller's claim of having corrected the mistake is false, as eBay would have seen had it bothered to read the information attached to the bogus tracking number. The tracking information did not identify an addressee, nor was a delivery address provided. The package was signed for by an individual or entity I do not know. Third, the sizes and weights of the original package and the alleged "correction" package are very different. The size and weight of the package I asked to return is 14x9x6 inches and four pounds, compared with the tracking number's package of 26x17x17 inches and 12.4 pounds. Fourth, the proof of delivery document (accessible through a link associated with the tracking number) references a purchase order, department number, and other reference not relevant to my purchase. I called FedEx to see if I could find out who the package was addressed to and where it was delivered, but FedEx advised it could only give that information out to the sender (or seller). I tried to respond to the seller's correction claim but eBay’s current customer service tools would not allow it. Further, eBay has apparently eliminated the possibility of speaking with a human during customer service processes. I never received the shoes in the correct size as the seller claimed, but eBay found the seller's bald assertion of a correction shipment dispositive despite the evidence to the contrary. eBay denied my return/refund request without giving me an opportunity to be heard. There seems to be no further avenue for appeal. I'm left with a pair of shoes that don't fit and am out $95.00. BTW, the same day I received the notice that eBay had ruled in the seller's favor, eBay's website advised that the seller was no longer registered with eBay.
mr_lincoln
Mentor8 months agoHi @haymmary
This sounds like a new variation of the False tracking number scam. Usually the Seller does it on the first shipment. They use a bogus tracking number OR ship something cheap to a nearby address and all eBay sees is delivery confirmation through tracking. Buyers have to jump through hoops to get their money back through eBay.
You might be better served at this point to go through your funding source (PayPal, credit card, etc) with the details and pursue a dispute. If you win the dispute the Seller will not only have the money taken from their account but will also be charged $ 20.00 for losing the dispute.
You have 60 days from the date of purchase to leave Feedback.
haymmary
OP8 months agoI have a surprise update! My persistence paid off and today eBay reversed course and changed its decision to award the refund! I'm surprised actually after their customer service kept blocking all avenues for communication. Maybe it had something to do with my publishing how negligent their initial decision was. It's nice to know there are folks out in the eBay community cosmos who give support. Thank you for your reply to my post.
mr_lincoln
Mentor8 months ago@haymmary
THAT is GREAT news! Really glad you are being taken care of!
eastlaneave
Mentor8 months ago@haymmary
I'm sorry that happened.
Since the seller is now No longer A Registered User (NARU)
(that means they has been removed by eBay for violating policies.)
Can you appeal here? https://www.ebay.com/help/buying/returns-items-not-received-refunds-buyers/appeal-outcome-case-buyer?id=4039
If you have already appealed, and the appeal was declined, please follow these steps.
Most of Step 1 you have already done.
1) First, call the FedEx to see if the tracking number label contained your name and your address.
b) If your name and address weren't on that label, ask the FedEx if they will put this in writing. Also, ask for the weight of the package using that tracking number. Follow the rest of the steps starting with 2 below:
FOR FEDEX
You can usually find the weight and other details for FedEx here:
https://www.fedex.com/en-us/tracking.html
Then click 'View More Details' to see the package weight. Screenshot that.
2) Then, report the seller using this process
https://www.ebay.com/help/action?topicid=4022
Important, select "The seller has violated one of eBay’s policies"
then "Other"
Explain that the seller is using fake USPS tracking numbers
Include these phrases
Don't write a novel, it's initially being read by a computer, that's why I want you to use those 3 specific phrases in the message.
3) Finally, contact Customer Service and inform them that the seller uploaded a "false tracking number" on your purchase. Request a refund. Provide the documentation you gathered above.
Use the Customer Service that is on social media this way:
- https://www.facebook.com/ebay
- https://www.instagram.com/ebayforsellers/
Just sent a private message to the page. Explain you have a fake or false tracking number situation.
Let me know how this goes, I've been burned a few times myself (including on Amazon), but I have been able to get a refund following this process.
There are additional steps to take if the above isn't effective, just come back and update me.
haymmary
OP8 months agoPersistence paid! Today I was notified that eBay reversed its decision denying the refund and has now awarded it. I did use your suggestion to report the seller for using a fake tracking number. Thanks for taking an interest in the circumstances and offering support that was much more helpful than what I received initially from customer service! Peace.