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Request for Manual Review and Reversal of Case Decision Due to Incorrect eBay Support Guidance
Summary: nambirs_123 describes an issue with a return on eBay, where despite following the advice of eBay Customer Support regarding how to file an appeal, the case was closed in the buyer's favor, resulting in a loss of funds. They are seeking a manual review and reversal of the decision due to the incorrect guidance received from eBay's support team.
The situation is as follows:
The buyer initiated a return which, based on the circumstances and condition of the returned item, I believe was a misuse of eBay’s return policy.
Before proceeding with the return, I contacted eBay Customer Support. The representative advised me to accept the return and then contact eBay again after receiving the item so that the situation could be reviewed and the appropriate claim could be raised.
After receiving the returned item, I contacted eBay Customer Support again as instructed.
During that conversation, the eBay representative specifically instructed me to create an appeal under the “I received a wrong item” category.
I specifically questioned the representative and asked whether that was the correct category for my situation. The representative confirmed that it was the correct option and instructed me to proceed.
I relied on that guidance in good faith and submitted the appeal exactly as instructed by the eBay representative.
Unfortunately, the case was subsequently closed in the buyer’s favor, and eBay recovered the funds from me.
mr_lincoln
Mentor1 month agoHi @nambirs_123
It sounds like you received some bad advice from the Rep. Since you use the No retruns accepted policy I assume the Buyer's return reason was Not as described, does not match pictures or description. Buyers are protected by the eBay Money Back Guarantee and THAT reason forces you as the Seller to pay for a return shipping label OR if you try to fight the return the Buyer can simply ask eBay to step in and force the refund letting them keep the item. : eBay Money Back Guarantee policy
Many Buyers know how this works.
When you get the item back if it is NOT the same item you shipped or it has been altered or damaged by the return shipment then your Seller protections may apply BUT THE FIRST THING YOU DO is to use the Report Buyer link on the Sold item to alert eBay of an issue with the return. Seller protections | eBay
Some Seller protections "may" apply, meaning the ability to withhold the original shipping the Buyer paid and up to 50% of the item price to help cut your loss.