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Help with an unfair eBay decision
I sold a hand designed ceiling fan which the buyer damaged while installing in his home and then filed for a refund with eBay complaining poor craftsmanship. I was instructed by eBay not to communicate with buyer and that I would be covered by seller protection. I was told by another eBay agent to block the buyer which I did not do. Several agents marked the case as false return claim and assured me I had nothing to worry about. An agent closed the case in my favor and I received notification that my money would be returned . Within 24 hours, I was informed that eBay overturned the case and my bank would be charged nearly $300 plus they were letting the buyer keep my item thus making me out of everything. I have appealed multiple times only to be denied saying I did not provide a return label. I have spoken to at least 11 agents one even filing for me to get a refund due to agent error in closing the case and telling me to have no communication. Nearly every agent I spoke with said this was a false return claim but no one in the appeal dept will return my money even after citing agent error. Does anyone know who I can go to for help with this. I have honestly sold on eBay for 26 years and to lose this money in such an unfair manner is a travesty. I was told to request a return from the buyer since he was refunded in full and he refuses stating eBay told him he us not required to. To make this worse we cannot even leave appropriate feedback alerting other fair sellers. I am beyond frustrated.
comics-scifi-collectibles
Mentor2 years ago@juleofdenial I am sorry that happened. The agents gave bad advice. You MUST first accept the return and issue the return label. Then you can report the buyer AFTER you get the item back and appeal to eBay.
Here's how the eBay MBG works for a seller>>
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.
The eBay Money Back Guarantee overrules your returns policy. Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER