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File Appeal Not in Closed Cases
Summary: nisitiiapi described a situation where eBay International Shipping lost an item, leading to a dispute resolution in their favor. However, the buyer later filed a credit card dispute, which resulted in eBay holding nisitiiapi responsible and charging a fee. nisitiiapi is seeking advice on how to appeal this decision since the dispute does not appear in their Seller Dashboard. lady_madonna responded, noting that eBay typically does not get involved in disputes filed through a buyer's credit card.
I had an item lost by eBay International Shipping (it was delivered to the domestic shipping hub, then nothing). Originally, I worked with the buyer to help with a claim through eBay. eBay decided the case in my favor since eBay International Shipping lost the package, but eBay did not refund the buyer (the buyer did not want to file for lost shipping to get a refund from eBay). Apparently, months later, the buyer filed a dispute with their credit card, which eBay treated as a new dispute. I responded showing delivery and even the screenshots where eBay said I wasn't responsible, but this time eBay decided I was responsible and not only took the money for sale, but charged me a $20 fee on top. But, the merits aren't really the issue here.
I have been trying to appeal, but since (I'm figuring) this was initiated by the credit card company, it is not listed as a dispute in my Seller dashboard. The link for "file an appeal" on the decision just takes me to "Contact Us." I have tried multiple times to work through the chat, but it just says they can't find any open dispute (even if I give the Dispute ID number). I finally get it to let me call and get a phone number and passcode, but when I call and go through the same "can't find a dispute," so ask for an "agent," it tells me "Unfortunately, I am not able to transfer you to an agent. Goodbye."
So, is there any email address or way to file an appeal in this kind of situation where the dispute is not listed in my Seller Dashboard (closed or open) and eBay provides no online form or (apparently) any way to actual contact them to appeal?
Thanks in advance.
lady_madonna
Mentor3 weeks agoEbay will not get involved if the dispute was filed through the buyer's credit card.
nisitiiapi
OP3 weeks agoThanks, but this is eBay as eBay is the one that put my seller funds on hold and had me respond via eBay to a payment dispute. And it is eBay that made a decision, took my funds, and said I could file an appeal. The dispute eBay sent me to respond to stated the buyer disputed the charge with their "payment institution" -- that's the only reason I know it came through that way this second time.