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Endless runaround with eIS team after returning item - any advice?
Summary: westboundsattic shared their frustration with a delayed refund process after returning a damaged book purchased via eBay's Global Shipping Programme. They encountered difficulties with both eBay's UK and EIS teams, repeatedly escalating the issue without resolution. comics-scifi-collectibles suggested contacting eBay's US customer service through social media for a more direct approach. Despite multiple escalations and delays, the refund was finally processed shortly after reaching out on Instagram. westboundsattic expressed relief and thanked comics-scifi-collectibles for their advice.
Hi everyone, I'm looking for advice about a complete runaround with the eBay EIS team. Here's the context and the timeline so far.
I placed an order for a $370 book on 27th August. It arrived on the 10th of September from America, shipped via the Global Shipping Programme. For whatever reason the seller decided to use the world's worst packaging on the most expensive book I've ever bought, and it arrived completely damaged.
I swiftly set up a return, and an eBay representative reached out via messages with a specific DHL label to send it straight back to the shipping centre in Glensdale. It was returned on 12 September and arrived back at the shipping centre on 16th September. The representative initially told me by email that I would receive a refund once it arrived back at the US shipping centre.
On the 18th, after not having any indication of the book returning or a refund, I contacted eBay's UK customer support team, but because the item is being handled by the EIS team, they weren't able to do much other than leave a note for that specific team to start pushing some buttons. I received an email a day later saying it needs to be processed, which can take up to seven working days from arrival, so I should expect a refund by the 25th of September at latest.
By 25th September, I still haven't received a refund. I contacted the support team again. Once more, they can't do anything because it's handled by EIS, and they said just to hold on, as a hold has been placed on the item, and after 48 hours I should get an auto refund the moment 48 hours are up. Of course, 48 hours passed and the hold was not lifted, and I still have no refund. I reached out to eBay customer support again. They still cannot do anything here other than leave a note for the EIS team to process this return.
Then, on Sunday the 27th, I got an email from EIS saying they had processed the item, they would close the case, and I would receive a refund within 24 to 72 hours. Now, as you might imagine from the fact that I'm writing this message, the case is still open, I haven't received a refund, and it's well past the 72-hour mark. I've once again reached out to customer support, and still they're not able to touch the item, but they've left yet another note for the eBay International Shipping team.
It just seems like this is a constant hassle to try and get this refund back. Does anyone have any advice on how to navigate this?
comics-scifi-collectibles
Mentor6 days ago@westboundsattic I see that you are located in the UK and say you purchased from America.
Have you contacted US customer service? The US site would be who needs to process the refund for eBay International Shipping Program.
I recommend reaching out to 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
westboundsattic
OP6 days agoThanks, I will try their social media. Is that quite a reputable way to reach a US rep, then?
comics-scifi-collectibles
Mentor6 days ago@westboundsattic Yes it is an official method to reach a US rep, especially when you are located in another country. You can not request a call back when you are located in a different country.
westboundsattic
OP6 days agoGot it. I've just started a chat with them on Instagram. Hoping this helps shift things. The item even says "Return completed", but the case is still open, and the refund hasn't been issued. Something has got caught up somewhere.
westboundsattic
OP6 days agoOk, the Instagram rep said they raised the issue with the EIS team. But that's exactly the same response I get from UK customer support over the phone. By my count, since I returned the item, a rep has escalated this to EIS at least four times, and each time I'm told I'll hear back within a day. Yet the refund is still outstanding. I will hold out over the weekend, but I feel like I still need a firmer way of escalating this. I don't know how many times it can be internally "escalated" without any resolution here.
comics-scifi-collectibles
Mentor6 days ago@westboundsattic I wish there was a better method. Sorry that the system is not working correctly. EIS refunds are usually pretty easy for buyers.
westboundsattic
OP6 days agoJust got my refund! I have to say, given I've phoned customer service about 6 times over the past two weeks, and then I got my refund about an hour after speaking to the team on Instagram, I'm going to have to assume that moved some things! Thanks again.
comics-scifi-collectibles
Mentor6 days ago@westboundsattic great news!