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How to appeal a return/refund as a buyer?
I purchased an item that arrived broken. When I contacted the seller, he agreed to the return/refund of the entire nativity scene. (I purchased 2 items in the same order.) I paid for return shipping and provided the seller with the tracking number showing it was delivered to his address. I followed up with him a 2nd time thinking he was busy because of the holidays. He ghosted me and didn't process the refund. The appeals process says, "If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing." eBay closed the return today, so I should have 30 days to appeal, but I keep getting a message that it can't be appealed. What can I do?
ETA: I'm thinking about disputing the charge with my credit card since I can show 1) photos of the broken item; 2) proof he agreed to the return/refund; and, 3) a tracking number showing the return was delivered. I don't want to go this route without escalating through eBay first.
an-57470
·3 years agoeBay always rules in favor of the buyer when he opens a Return Request (not refund request). If eBay did not have the seller issue a refund, then did you open a refund case by mistake? A refund case is opened only when item does not arrive and there is no tracking.
ghost.orchid
OP3 years agoHonestly, I'm not sure about this. In all my years using eBay, I've never had to return anything until now. I sent the seller a message requesting a return/refund. My thought process was to try to work things out directly with a seller. (Maybe this was an error on my part?) He offered a partial refund. I declined because although only one of the two items ordered was broken, displaying only 1/2 of a nativity scene isn't desirable. In the spirit of the holiday, I agreed to pay for return shipping. And, I shipped the items back before Christmas, because I didn't want it to seem like I was using it and then returning after the holiday.
Now back to your question...I just looked and it says "return escalated" under my order. So the seller must have requested this. I'm pretty sure I officially "declined" the partial refund after the seller agreed to the full refund/return. Did I screw up?
an-57470
·3 years agoYou can not open another case in eBay. If you paid using PayPal, open an item not as carefully. described case in Paypal and follow the directions
ghost.orchid
OP3 years agoThanks for taking the time to help. For every other purchase on eBay I've used paypal, but for some reason, I used Apple Pay on this purchase. I'll try to dispute if through them.
One more thing, maybe I'm being a dummy, but I don't understand the rules. It says on eBay's website, "If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing." The purchase in question was delivered to me on Dec 17 and returned to seller's door Dec 28. Today I received an email notification from eBay stating the "return is closed". Doesn't that give me 29 more days to appeal? What am I missing? Thanks again for your help!