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Seller can't get refund on damaged item because eBay advised incorrectly
I sold a framed print to a Canadian buyer. I am in the US. The item arrived with a crack in the glass. I have never filed a damage claim before and asked via phone what to do. I was told by eBay agent to refund buyer then file claim. I tried, but the system would not accept either tracking number (FedEx and DHL). I called again. Spoke with a supervisor. I was asked if I refunded the buyer yet and I said yes. Agent said good, then gave me instructions to file a different way. System would not accept my request for refund. It has now been a week since the sale.
Called a third time. As with the first two times, I was ASSURED the agent knew what they were doing. I was told that with international shipments I am not to refund the buyer, but am to tell the buyer to file a claim. And, that the only thing she could do was fill out a form to escalate the issue so that when the buyer filed the claim, I was to call back to eBay four days later and give them the service request number and they would direct that refund to me rather than the buyer. That did not work either because when the buyer attempted to file the claim, he was advised by the system that he'd already received the refund.
I have wasted 2 1/2 hours on this and gotten nowhere. How do I contact eBay via email? Any advice on what else to tell them besides what I just mentioned here? Customer has print. He is replacing the glass, so he will have a workable item. I am out the purchase price and the shipping.
Thank you.
