Another "eBay Refuses to Honor Money Back Guarantee"

Posted 1 year ago·Last reply 1 year ago

32 comments

kathiec

·1 year ago

@zgnisaer

The point is not that I somehow 'misread' (btw, I am totally literate). The point is that you are citing examples that are either more than a year old or undated. All I'm looking for is something *recent* showing that an NAD can't be opened if an INR has been closed. If you have a reference with a recent date on it I would be more than happy to read it.

teth_1615

·1 year ago

@kathiec wrote:
The point is not that I somehow 'misread' (btw, I am totally literate).

You might have misread @kathiec -- clicking the word "here" goes to a post less than half a year old, repeating what was already reported x years ago.

It's a technique the blues use to link the quoted post.

yo0339

·1 year ago

@kathiec wrote:
@mudshark61369 wrote:
@kathiec,

unless the buyer also loses an Appeal, which ends the possibility of filing a not as described dispute.
@mudshark61369

Could you please cite where you found that information? I see no reason why an appeal of an INR should have any bearing on a subsequent not as described case.

Our misinformant is correct, that no return request can be started after losing an appeal.

@rustyboltsrs wrote here:
Thank You everyone ( @mudshark61369 @pburn @krazzykats ) for the replies. Late last night eBay sent an email saying they denied my appeal, then followed it up with an email from a customer service rep.

It explained, just as you all did, that even though the cargo mat portion (package 2 of 2) of my order has not actually been delivered, they have to go by the main tracking number they're given (the package 1 of 2 that was delivered,) and a "Return" would be the right claim for my situation.

As "pburn" suggested I created a return under the "missing parts or pieces" and immediately was taken to a QR code and usps label to ship back the mats I have received. Packaged them back up and will drop them off this AM.

More recent reports by their respective OPs also say the same, that when they lose an appeal, the link to 'return the item' disappears ... because that's not how eBay works.

kathiec

·1 year ago

@yo0339

One of the tagged respondents in your quoted post hasn't posted in the forums since 2023, indicating you're quoting a very old post. Things change on eBay. So unless you have something reflecting current policy my request for a citation stands.

bmcd3

OP1 year ago

Yep, I went through three different eBay reps during that time.

bmcd3

OP1 year ago

Well, after almost three weeks of communicating with a half dozen or more "Customer (Non)Service" reps, receiving the same email form letter from each telling me to do the things I had already done, and sending my letter from the post office to three different people, I finally got a refund. Jeeze...

I finally started calling the situation a Tracking Number Scam and not Item Not Delivered. Guess that got their attention.

carlmarxx

·1 year ago

10958 View listings

Ebay should not have dragged out your refund , when you gave them the USPS documents .

ittybitnot

·1 year ago

18 View listings

I finally started calling the situation a Tracking Number Scam and not Item Not Delivered.

@bmcd3

Thanks for the update. You were given that information on the 18th. Did it take ten days to resolve this anyway? Glad it worked out for you.

bmcd3

OP1 year ago

Thank you!

bmcd3

OP1 year ago

So, at 9:58 PM I received an email from eBay Customer Help saying they want to help me get this sorted out. It was mostly some kind of form letter. One minute later at 9:59 PM I received an email saying their original denial stands. I responded to the first email and included a copy of the letter from the post office that states the seller-provided tracking number was incorrect. Then I got an automatic reply that they will get back in touch with me. It's like eBay's right hand doesn't know what its left hand is doing. After I get this situation sorted out I think I'm pretty much done with eBay.

bmcd3

OP1 year ago

I appreciate everyone's input on this!

an-36344

·1 year ago

@bmcd3 wrote:
I appreciate everyone's input on this!

A prediction @bmcd3 you will inexplicably get your $157 refund without any further effort. This has happened time and again here on the boards, after a post like yours exposes inexcusable eBay errrors.

dognut02-8

·1 year ago

133 View listings

If you used your credit card you are covered. Just open up a dispute.

mudshark61369

·1 year ago

"There is no such thing as foolproof, because fools are so darned ingenious" (unknown)3111 View listings

@bmcd3,

I meant to add to my last post.

"The heater was listed as located in California and weighs 30 lbs. Per the post office, the tracking number provided by the seller was for a 4 oz package that came from New Jersey... Forgot to mention earlier that I didn't notice until after the purchase that the seller's profile says he's located in Israel. He has 99.8% positive feedback on 1.4K transactions.

That information means that you most likely bought from a China based seller who may be registered in Israel but drop ships from China owned warehouses in the U.S.. There is no proof of this yet, but all indications are that the address changes happen at those warehouses. There are a fair number of sellers registered from Israel, but most drop ship through Amazon using the Fulfilled By Amazon (FBA) service which is allowed by ebay.

In the future do not go by a feedback percentage alone, but check the feedback profile page of each seller you intend to buy from, before making a purchase. There are some very high feedback number sellers who have 99%+ ratings, that have received thousands of non-positive feedback. Below is a screen shot of a profile page from one who has a 99.1% rating.

Also for possible future need not only when buying on ebay but from other sites as well. Sign up for the Free enhanced tracking services offered by USPS, Fed Ex, UPS.

USPS - Informed Delivery, FedEx - Delivery Manager, UPS - My Choice.

The info those services provide that can be used as proof of non delivery fake tracking scams.

bmcd3

OP1 year ago

https://www.instagram.com/ebayforsellers/

" If you used the Contact us button at the bottom of an ebay page to get a call back, you probably spoke to a rep who works for a contracted by ebay, 3rd party online call/chat center, whose reps can only respond to issues covered by the ebay playbook they receive, which does not cover every situation. Those reps cannot be sent emails or attachments. "

That's how I contacted Customer Service, the button was at the bottom of the page where they said my appeal was denied. Why would eBay contract someone to take these calls but not have any authority to handle a situation? The deeper I get into this and the more I learn, I'm seeing just how screwed up eBay is. Been a member for 25 years and never got a runaround like this before.

ittybitnot

·1 year ago

18 View listings

That's how I contacted Customer Service...

@bmcd3

Try one of these eBay social media portals instead. These are US based agents that do have the authority to help you. Once a "delivered" status is associated with your order, and you claim "item not received", the eBay Money Back Guarantee becomes a GIANT FAIL. (So does the eBay appeal process and the regular call back or chat agents.) These people are very familiar with the scam. It is, after over a decade, still popular and successful for the criminals.

https://www.facebook.com/eBay/ (use the blue message button)

OR one of these:

https://x.com/askebay

Explain you are a victim of a "fake tracking scam", and you have written documentation from USPS stating that the parcel with that tracking number was not intended for you. Wait for their response/decision before proceeding.

Whatever you decide GET RID OF THE IDEA of filing ITEM NOT RECEIVED. If eBay throws you under the bus and you file Item not received with your credit card, for example, eBay will automatically respond with the "delivered" notification and you will lose for good. You need to make it clear that it is a FRAUD/FAKE TRACKING issue.

Last year, on this board alone there were 183 reports of the same scam. That does not include the number of "me, too" or "the same thing is happening to me" buyers that added to the threads.

Good luck, and do let us know how it turns out.

mudshark61369

·1 year ago

"There is no such thing as foolproof, because fools are so darned ingenious" (unknown)3111 View listings

@bmcd3,

"Appealed the decision and even called Customer Service. I explained the situation (again) and told them I have a letter from the post office stating that the tracking number was incorrect. Was told they're not allowed to consider any documents, can only go by the listed tracking number!"

If you looked online for an ebay customer service phone number to call, you never spoke to anyone connected to ebay in any way. Those numbers connect you to someone Phishing for your information. If you were asked for your ebay username and password, change your password NOW.

If you used the Contact us button at the bottom of an ebay page to get a call back, you probably spoke to a rep who works for a contracted by ebay, 3rd party online call/chat center, whose reps can only respond to issues covered by the ebay playbook they receive, which does not cover every situation. Those reps cannot be sent emails or attachments.

If you have not filed a dispute through PayPal or your card provider there is still one ebay option left open to you. It is described in the link below. When you open it click on the Go To Best Answer button to read it and the one follow up reply with the methods you can use to contact ebay.

https://community.ebay.com/t5/Buying/Need-advice-item-not-received/m-p/34621715#M496499

tiberius848

·1 year ago

1 View listings

I would open the case as not as described. Say you received some other object instead of the heater..

Ebay will probably find in your favor then.

They only consider the tracking number for not received cases. But that's not true for not as described cases.

mudshark61369

·1 year ago

"There is no such thing as foolproof, because fools are so darned ingenious" (unknown)3111 View listings

@tiberius848 wrote:
I would open the case as not as described. Say you received some other object instead of the heater..
Ebay will probably find in your favor then.
They only consider the tracking number for not received cases. But that's not true for not as described cases.

@tiberius848,

That will not work because @bmcd3 already filed an INR dispute lost it and also lost their appeal. Because of that they cannot file an Item Not As Described dispute.

kathiec

·1 year ago

@mudshark61369 wrote:
@tiberius848 wrote:
I would open the case as not as described. Say you received some other object instead of the heater..
Ebay will probably find in your favor then.
They only consider the tracking number for not received cases. But that's not true for not as described cases.
@tiberius848,

That will not work because @bmcd3 already filed an INR dispute lost it and also lost their appeal. Because of that they cannot file an Item Not As Described dispute.

@mudshark61369

My understanding is that a not as described case can be opened after an INR, but not the other way around. And it makes sense that this would be the case. You can receive an item after opening an INR and have it be not as described. But it would be impossible to claim an item you didn't receive wasn't as described.

mudshark61369

·1 year ago

"There is no such thing as foolproof, because fools are so darned ingenious" (unknown)3111 View listings

@kathiec,

You replied to my post:

"My understanding is that a not as described case can be opened after an INR, but not the other way around. And it makes sense that this would be the case. You can receive an item after opening an INR and have it be not as described. But it would be impossible to claim an item you didn't receive wasn't as described".

Yes it can work that way, unless the buyer also loses an Appeal, which ends the possibility of filing a not as described dispute. Then they would have to go through ebay's social media outlets to possibly get resolution.

kathiec

·1 year ago

@mudshark61369

Could you please cite where you found that information? I see no reason why an appeal of an INR should have any bearing on a subsequent not as described case.

zgnisaer

·1 year ago

@bmcd3 wrote:
I bought a space heater for $157. The seller doesn't accept returns but eBay says in the ad it's covered by their Money Back Guarantee. I didn't receive the heater. USPS tracking shows the item was delivered. Opened a case with the post office and they claim that that tracking number provided by the seller is incorrect, it was for a different address and person. The heater was listed as located in California and weighs 30 lbs. Per the post office, the tracking number provided by the seller was for a 4 oz package that came from New Jersey and was delivered to the correct address. They even sent me a letter stating this. I asked the seller for a correct tracking number but he was unable to provide one. Went through eBay's Didn't Receive Item procedure. Was denied a refund because the incorrect tracking number says an item was delivered. Appealed the decision and even called Customer Service. I explained the situation (again) and told them I have a letter from the post office stating that the tracking number was incorrect. Was told they're not allowed to consider any documents, can only go by the listed tracking number! So they accept a tracking number from a seller as valid but won't accept a statement from the entity that generated the number that its incorrect? Sounds like eBay is just weaseling out of having to pay a refund. If it was $20 or something I'd just let it go, but $157...

Hi @kyle@ebay @devon@ebay wondering if that's correct

-- that eBay won't consider a not-your-address statement from the shipping carrier anymore

-- when eBay previously required it in a fake tracking scam to grant an appeal

-- which eBay then pays out-of-pocket? @ittybitnot FYI.

carlmarxx

·1 year ago

10958 View listings

Ebay does take USPS documents for INR case's . They took the documents I uploaded to the email they gave me ,in case I had with a seller that uploaded another Buyer's tracking on my item . I won the INR .

zgnisaer

·1 year ago

Perhaps @kathiec you might have misread?

@mudshark61369 wrote:
@kathiec,

unless the buyer also loses an Appeal, which ends the possibility of filing a not as described dispute.

That old post updated @mudshark61369 and others, which hasn't yet provided the requested link proving otherwise, to lay out the sequence of events:

@rustyboltsrs wrote here:
Thank You everyone ( @mudshark61369 @pburn @krazzykats ) for the replies. Late last night eBay sent an email saying they denied my appeal, then followed it up with an email from a customer service rep.

It explained, just as you all did, that even though the cargo mat portion (package 2 of 2) of my order has not actually been delivered, they have to go by the main tracking number they're given (the package 1 of 2 that was delivered,) and a "Return" would be the right claim for my situation.

As "pburn" suggested I created a return under the "missing parts or pieces" and immediately was taken to a QR code and usps label to ship back the mats I have received. Packaged them back up and will drop them off this AM.

In summary, @ittybitnot (kudoer):

1. First, eBay denied my appeal for "a not yet received claim."

2. Then, I created a return (after the appeal was denied) and was given a QR code for a return label.

Another recent example, among other reports of same:

@ruleoflaw wrote here:

Do you see a link to open another case i.e. Return this item? Just want to know if that option disappears if the case was appealed, but it's yet been 30 days since delivery.
Yes, strangely there's still the option to return an item you never received after being closed in appeal, but I guess that's because Ebay is falsely claiming you received it.

So a return request is still available, even after losing an item not received appeal.

bmcd3

OP1 year ago

The seller evidently uses a third party to handle his shipping. I'm hesitant to leave negative feedback at this point because I don't know if the problem was caused by the seller or his shipping partner. Forgot to mention earlier that I didn't notice until after the purchase that the seller's profile says he's located in Israel. He has 99.8% positive feedback on 1.4K transactions. Maybe Paypal or the card used is the way to go. eBay's handling of this and their lame excuse still tick me off.

oau

·1 year ago

1724 View listings

" I'm hesitant to leave negative feedback at this point because I don't know if the problem was caused by the seller or his shipping partner"

That really shouldn't matter. It's the responsibility of the seller to ensure you get what you ordered. YOU can't deal with the shipping partner (if that's what the seller used) only the seller can, as only those two have the business relationship for this transaction).

You should leave appropriate feedback.

zgnisaer

·1 year ago

@bmcd3 wrote:
Opened a case with the post office and they claim that that tracking number provided by the seller is incorrect, it was for a different address and person. The heater was listed as located in California and weighs 30 lbs. Per the post office, the tracking number provided by the seller was for a 4 oz package that came from New Jersey and was delivered to the correct address. They even sent me a letter stating this.

Went through eBay's Didn't Receive Item procedure.
Appealed the decision and even called Customer Service. I explained the situation (again) and told them I have a letter from the post office stating that the tracking number was incorrect. Was told they're not allowed to consider any documents, can only go by the listed tracking number!

Start over @bmcd3 with PayPal at this page with the DELIVERED TO WRONG ADDRESS dispute.

And upload that USPS letter from your post office, to explain it was a fake tracking scam.

12345jamesstamps

·1 year ago

8783 View listings

Feedback does help sometimes...be nice...no nasty words or wordage...that red doughnut does stand out sometimes to a seller.

Open a claim with the seller...not the post office.

zgnisaer

·1 year ago

@12345jamesstamps wrote:
@bmcd3 wrote:
Went through eBay's Didn't Receive Item procedure. Was denied a refund because the incorrect tracking number says an item was delivered. Appealed the decision and even called Customer Service.
Feedback does help sometimes...be nice...no nasty words or wordage...that red doughnut does stand out sometimes to a seller.
Open a claim with the seller...not the post office.

Wondering @12345jamesstamps why is OP unable to leave that dohnut for the seller?

bmcd3

OP1 year ago