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Buyer used a freight forwarding place to ship the item to Canada. Now she wants a refund, claiming it was broken.
Summary: poetico is facing an issue with a buyer who used a third-party freight forwarder to ship an item from the US to Canada, and is now requesting a refund claiming the item is broken. Despite eBay's policy that using a forwarder voids the Money Back Guarantee, eBay has instructed poetico to refund the buyer. jacbarcollectibles suggests reaching out to eBay's customer service via Instagram, but poetico is struggling to navigate the platform and send a message. poetico seeks further assistance on using Instagram to address the issue.
A buyer is violating the ebay return policy. She received the item and paid for it, then ebay put the funds in my bank account. Now, a few weeks later, she is requesting a refund because the item is broken. The item was not broken; I've been a seller for 25 years and I do not sell broken items.
The item was shipped to her at a New York address, which is a forwarding business near Canada. That was the address she gave me, and I used it for the shipping. She received the item with no complaint, paid me, and ebay put the money in my account.
Now she wrote from Canada and wanted an international shipping label from me so she could return the item. I ignored the request, thinking ebay would refuse this. The buyer used a third-party freight forwarder/mail drop to ship the item from the US to Canada. Per eBay policy, using a forwarder voids the eBay Money Back Guarantee. I successfully delivered the item to the zip code on the order page."
Now I've received emails from ebay that they have reviewed this case, they are returning the item to me, and I'm expected to refund her money.
I refuse to accept this item, and I will not return any money.
It appears that ebay is violating their own policy, that a buyer using a third-party feight forwarder voids the ebay policy. I'd love to hear feedback on this.
jacbarcollectibles
Mentor2 weeks agoI would suggest contacting customer service on Instagram as these reps are in the USA and more experienced than the telephone reps for things like this. You can contact these customer service agents by sending a private message on Instagram. Your message should contain your full name, user ID and a brief explanation of your problem. You can use this link: https://www.instagram.com/ebayforsellers/ eBay will verify your account before responding so this does take time. These agents work 6am to 6pm Pacific Time Monday to Friday.
poetico
OP2 weeks agoI have signed up for Instagram, did a password, entered my info etc. I can't seem to send a message, private or not. In the address I put "ebay customer service." No place to write a message! Please help. I've never used Instagram before.
poetico
OP2 weeks agoPlease tell me how to send a private message! Nothing I do works. I feel like driving to the San Francisco bay area to find someone to talk to at the ebay offices!! I'm only 200 miles away. Please, just help me get someone there to talk to me.