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Issue with return & refunding
I had previously purchased a phone on eBay and upon realizing it was not genuine, I asked the seller for a refund. The seller seemed to doubt my authenticity initially, and so I asked my credit card company to step in by opening a dispute. Shortly afterwards, the seller agreed to a return in exchange for a refund, and so I had dropped the dispute expecting to be able to return for a refund through eBay.
However, despite eBay's (Customer Service) guarantee that I would receive the refund as long as I returned the phone (as agreed on by the seller) I have yet to receive the refund. My credit card company has insisted the fault lies with eBay, and eBay insists the fault lies with my card issuer. I have provided chat transcripts from eBay customer support that acknowledges the return for refund exchange, along with the price and such.
Sadly, my card issuer seems to require documentation from eBay; stating the last four digits of my account, the supposed refund total, etc. But I am unable to contact chat through eBay anymore, and Facebook support was of little to no help. I had returned the phone back in May of 2024, and waited this long because I was told that it might take a while for the status of the dispute to show as closed on eBay's side so that they could refund the money.
Lastly, is there any way to contact eBay through mail, or email to request documentation? Or any way to escalate this so that I can receive my refund? Thank you.
dryophelia
Mentor1 year ago@ra444840
Once you went to your CC, you locked eBay out and there’s no going back to eBay for resolution.
eBay’s Money Back Guarantee would have got you your refund, had you not gone to the CC.
After this much time has passed, and the fact you went above eBay to your CC, there is nothing eBay’s can do for you.
glorybells
·1 year agoUnfortunately, the problem is that you didn’t understand the correct processes to handle a return. Once you went to your credit card company, that shut eBay out of the process and they can no longer help you. That blocked eBay out, and once you do that it’s not possible to backtrack and change it.
ebays window of time to be able to assist with disputes is 30 days after you received the item. Most credit card companies allow up to 6 months. But you’re now 8 months into it, so you’ve most likely exhausted any opportunities for resolving it.
ra444840
OP1 year agoThank you for the quick reply.
I understand that eBay is no longer obligated to assist after the process, however, every agent I had spoken to had agreed for the refund in exchange for the return. I have transcripts that all support this, so why was I so heavily misled by the staff?
Furthermore, my credit card company suggests I will receive the refund once I am able to provide documentation. Last I checked, eBay had put the funds on hold to the seller. The seller has not received payment for the item, so my refund is in the void right now.