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Urgent: Technical Error on Defect Report - Case Closed vs. Seller Refunded
Hello Mentors,
I need urgent help with a technical discrepancy on my account that is putting me at "Below Standard" right before the March 20th evaluation.
The Issue: My Transaction Defect Report shows a defect for Order 14-13639-22940 (Turtle Beach Headset) as "Case closed without seller resolution."
The Evidence of Error:
My Order Details page explicitly states: "Refunded: You issued a full refund to the buyer."
The system is showing two contradictory facts: that I resolved it myself via refund, yet it's flagged as "unresolved."
I followed instructions from an eBay agent to "wait" for a specific date, but the system closed the case automatically instead of recognizing my intent to resolve it.
The buyer originally requested a return because they "didn't like them" (remorse) but then changed the reason to "Not as Described" to force a return through my "No Returns" policy.
I cannot find an "Appeal" button because the case is closed, but the defect is incorrect based on eBay’s own records showing I issued the refund.
Can a mentor please help me get this escalated to the leadership team or a member of the @eBay team? This 6% fee penalty is hurting my business for a mistake I didn't make.
Thank you,
wooden_flower
Mentor5 months ago@treasures.n.time
No, we cannot escalate issues like this. You need to review it with customer service. They can put in a tech support request if they agree that the system is in conflict with itself.
Here's how to contact eBay general customer service.
1. CLICK THIS LINK:
https://www.ebay.com/help/contact?type=ContactUs&topicId=4000
2. Select a category that best matches your problem.
3. Answer the chat bots question by stating what you need help with.
4.Type AGENT ( you may have repeat steps 3 and 4)
5. Request a call back or live chat. (Note that the contact options vary depending on the topic and staffing availability)
Monday to Sunday 5:00 am to 09:30 pm PST
3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
https://x.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
6am to 6pm PST