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No refund after open case for over a week
I have returned a high ticket price item and seller has confirmed delivery and then didn’t refund me so I contacted eBay to open a case. I have called eBay almost every day for the past week and have kept getting told the same crap. Please wait 48 hours as this is a high ticket item and needs further approved but good news rest assured this was decided in your favor. Ok great. I wait 48 hours and then nothing so I call again and they tell me the same thing almost word for word. I do this for a week and still nothing. Is this how eBay treats their customers now?
I can keep going into detail but I am just tired of typing all this out. This service is terrible.
I have a lot of money in the air right now and am very worried that I might not get it back because of their horrendous systems and customer service reps.
lady_madonna
Mentor5 months agoCalling Ebay is not the way for them to step in to help you with your return request.
To ask Ebay to step in to help:
rubiconshop
OP5 months agoI have done that 7 times and called them that way. I’ve been doing it the proper way.
rubiconshop
OP5 months agoCase has been open since March 4th
eastlaneave
Mentor5 months ago@rubiconshop
Can you tell me more?
Did the item arrive?
If it didn't arrive, the seller add a tracking number to the case?
I have steps for you to take, but I need to know the situation. I will be waiting for your reply.
rubiconshop
OP5 months agoMarch 2nd
the sell has already confirmed delivery and said that he was ready to refund but since a case was open they can’t refund me and that eBay needs to handle this. So his was March 4th.
I have since then call via callback chat gotten the same reply. This has already been escalated and please wait 48 to 72 hours.
eastlaneave
Mentor5 months ago@rubiconshop
The seller is lying to you, or confused. The seller CAN refund through the case.
Do not close your return request until you either have your refund in hand or you have the replacement item. Do not close it because the seller promises you something like - "I'll refund you when the case is closed".
When did your item arrive at the seller's?
Did you use the return label provided in the case? If not, did you add the tracking number to the case?
If your returned item arrived at the Seller's address on March 4, it has been 5 business days, which is a day longer than it should take.
Tomorrow morning, ask eBay to step in again. Talk to someone in the morning.
I'm sorry this happened.
rubiconshop
OP5 months agoThank you for the advice. I appreciate it.
I will call again tomorrow morning.
Just to clarify my situation:
The item was returned and tracking shows delivered to the seller on March 2. The seller has also confirmed receiving the item. I opened a case and asked the platform to step in on March 4.
Since then, I have contacted support multiple times over the past 10 days. Each time I have been told that the refund request was submitted and that I should expect the refund within 48–72 hours, but nothing has happened.
Today I spoke with a supervisor who explained that because the item is high value the refund is currently being reviewed by an internal team and they are waiting for approval. Unfortunately they could not provide any timeframe.
At this point:
• The item has been delivered back to the seller
• The seller confirmed receipt
• The return case is still open
• The case is still pending after 10 days
Has anyone seen cases like this where the refund is delayed this long due to a high value review? Is there anything else I should do while the investigation is ongoing?
Thank you for any advice.
lady_madonna
Mentor5 months agoI'm not sure if the delay with your refund has anything to do with the fact that you did not file the return request until AFTER the returned item was delivered back to the seller. That is not the normal procedure. Since you shipped the returned item before filing the return request you obviously did not use an Ebay return shipping label.
Good luck when you speak to Ebay customer service.
rubiconshop
OP5 months agoThank you for your support.
The item was returned through the eBay return process and delivered to the seller. It was shipped after the return was started with an eBay label. The seller did not issue the refund within the required 48 hours after delivery, so I then opened the case with eBay. eBay reviewed it and ruled in my favor on March 6. So the timeline you described is not accurate in this situation.
Hope this provides some clarity. Thank you.
eastlaneave
Mentor5 months ago@rubiconshop
Thanks for the additional details.
I don't know how expensive the item was, I don't really know the 'high value' rules.
It's not common that the case would take this long.
Please contact eBay in the morning, and let us know how that goes.
rubiconshop
OP5 months agoI called next day in the afternoon and they told me that I should receive an email confirmation for my refund in the next 48 hours. It has now been 72 hours (3 days) and no refund and no email confirmation.
They also told me not to call again as I should be getting the refund soon.
I don’t know what to do at this point. Customer service has not been helpful thus far.
mr_lincoln
Mentor5 months ago@rubiconshop , @eastlaneave , @lady_madonna
This is really strange and not typical of how an official eBay return is handled if you used the label provided by eBay.
Do you recall the reason you selected for the return?
Do you recall the category the item was in that you purchased?
What is "high value"? $ 500? $ 2000? $ 7000? Higher?
Normally a Seller has to refund within 48 hours and there is a link to Ask eBay to step in on the claim, is that what you mean by opening a case after the item had confirmed delivery back to the Seller?
If eBay continues to stonewall you on the refund you may be forced to pursue a dispute with your funding source BUT as soon as you do that eBay washes their hands of the situation and has to try and protect the Seller against the dispute ...