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declined refund without any reason
Summary: tinytresures is seeking advice on handling a situation with eBay after their refund request was denied. They received a damaged item and are unsure why the eBay Money Back Guarantee didn't protect them. They are considering appealing the decision or pursuing a chargeback through PayPal or their bank, but are concerned about potential account bans. They seek tips on how to escalate the matter or contact eBay's customer support effectively.
I am looking for some advice on a frustrating situation with eBay.
I recently purchased an item , but when it arrived, it was completely broken and damaged. It looks like it was either packed very poorly by the seller or damaged during international transit.
I immediately opened a return request/case stating that the item arrived damaged. However, eBay just closed the case and denied my refund. I am shocked because I thought the eBay Money Back Guarantee was supposed to protect buyers from receiving broken goods.
Has anyone dealt with this before?
Why would eBay side with the seller when the item is clearly unusable?
Is it worth trying to appeal eBay's decision, or should I go straight to PayPal / my bank for a chargeback?
If I do a chargeback, will eBay ban my account?
I have clear photos of the damaged packaging and the broken item itself. Any tips on how to handle this or how to get a real human on eBay customer support would be greatly appreciated.
Thank you in advance for your help!
rfmtm
Mentor1 week agoDid you use a freight forwarder to get your item? If so, it is between you and the forwarder and/or carrier to refund for damages.
eastlaneave
Mentor1 week ago@tinytresures
Was the item shipped to a USA address and then forwarded to you in Rep of Georgia?
If so, unfortunately you lose eBay protection. The seller is responsible only for safe shipping it to the buyer's provided address (freight forwarder). Whoever forwarded the item to it's current location is responsible for that safe shipping.
Exclusions and special coverage when the item doesn't match the listing
- The item was collected by a third party on behalf of the buyer - Not covered
- The buyer arranged their own shipping method, such as a courier pickup - Not covered
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#section3