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eBay ruled in my favor, return delivered over 2 weeks ago, but still no refund
Summary: caravel2049 is facing an issue with eBay's customer support regarding a return dispute for an item not as described. Although eBay ruled in their favor and instructed a return, even after confirmation of delivery to the seller, the refund hasn't been processed. comics-scifi-collectibles advises that using a third-party shipping label voids eBay's Money Back Guarantee and suggests contacting eBay on social media or pursuing the issue through their payment provider with the required documentation.
Hi everyone, I'm reaching out because I'm completely stuck with eBay customer support regarding a return dispute that seems to be going nowhere. Here is a quick summary of the situation:
- Mid-August: I opened a dispute for an item not as described (high-value item, seller based in the US). eBay officially ruled in my favor and instructed me to return the item before September 2nd to receive my refund.
- August 26: The return parcel was officially delivered to the seller with tracking and signature confirmation (tracking info uploaded and verified).
- Early September: Despite multiple chat interactions with eBay Customer Service (where agents repeatedly confirmed the case was closed in my favor and that funds would be released within 3 to 5 business days), nothing has happened. I was told each time that the case was escalated to a 'specialized team', but I have received no email updates.
The seller has had the item back for more than two weeks now, and my funds are still on hold.
I've just sent a formal notice giving them 5 business days to issue the refund before taking further action, but I would really appreciate your insight:
1. Has anyone experienced this kind of delay even after valid tracking confirms delivery?
2. What is the most effective way to get this resolved quickly (e.g., reaching out via eBay for Business on social media, requesting a callback, or escalating through payment provider / consumer protection)?
Thanks in advance for your help and advice!
comics-scifi-collectibles
Mentor3 weeks ago@caravel2049 I see that you are located in France, this is eBay.com in the US.
Did you return the item using an eBay return shipping label? What site did you buy from?
caravel2049
OP3 weeks agocomics-scifi-collectibles
Mentor3 weeks ago · Edited@caravel2049 I am sorry that eBay customer service gave you bad advice. Agents often say what a member wants to hear to get a good rating. Agents can not change the written site policy.
Reshipping an item using a third party VOIDS the eBay Money Back Guarantee
This screenshot is directly from the policy page>
eBay can not force a seller to refund unless the return label that is issued in the case is used.
You can try contacting customer service on social media.
Contact customer service on social media using a PRIVATE message>
https://www.instagram.com/ebay/
6-6 Pacific Time M-F
If eBay doesn't help you then you will need to contact your payment method with documentation of the problem with item AND the proof that it was returned to the seller.