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Told by Customer Service I was Covered by Seller Protections
This is a long story but I will try to keep it short.
A buyer wanted to return an item I shipped as not matching the description. They requested the return 6 days after they received the item and I declined it.
eBay got involved an sided with me. The buyer popped off, left a ton of messages and bad feedback.
eBay removed the bad feedback.
The buyer then charged the transaction back with his bank.
I submit feedback as required and somehow, the bank sided in his favor. eBay clawed back the money.
I called Customer Support to see what could be done. A gal told me that she determined I was covered by seller protections and that she would be refunding the amount and the dispute fee. I should be getting an email that day or next day.
Next day I get an email saying the dispute fee was refunded but that the sale amount would not be. It's around $1500 by the way.
So I have a customer service representative guaranteeing a refund, I have a previous ruling in my favor, but I have no money and no item.
I called back and the rep said it was under review by an offline team to see if they would refund as a "courtesy." But, they already made the ruling....twice. It has been 5 business days since and I have heard nothing. The charge back was made July 10th. I cannot believe this still isn't resolved.
I can't help but feel I am being wronged here. Any advice?
mr_lincoln
Mentor1 year agoHi @jrmcalister88
Really sorry that happened.
On the Advanced listing tool the default Return Policy is No returns accepted so lets start there, not sure if that was by choice on your part or if you did not know other return polices were possible?. Your No returns accepted policy may be where the issue began. If a Buyer requests a return for a reason other than a remorse reason (like they changed their mind) and a Seller declines it the Buyer can ask eBay to step in and force the refund and be permitted to keep the item. In your case I am surprised eBay initially sided with you.
Next, eBay phone reps do not always give good and accurate advice and promises they make can be changed, as you have learned.
As soon as the Buyer brought their bank into the equation eBay backed off and while they state they will lobby on behalf of Sellers on disputes that does not mean Sellers will win disputes. Disputes are decided by the financial institute.
The Buyer very well may know how the system works ...