Locked
Discussion interactions are currently paused.
Ebay support and money back guaranty
Did anyone face issues with eBay support and money back guaranty process?
I have purchased quite expensive item on Ebay. I never received the package. I obtained document form USPS customer support confirming, that tracking number posted on my order was not for my address. Another tracking number provided by "seller" via ebay massager was also recently delivered somewhere else. So clearly a scam. Ebay support ignored all of it and closed my case and then appeal, both in matter of minutes, plain based on USPS tracking status: delivered. Different address apparently does not matter. No package, no money back and no one to talk to.
Whole support process feels like there is no people involved, just some algorithms. Even Ebay phone number appears to be automated system, without any option to connect to actual support person.
Any advice how to engage with people in Ebay? Or what else can I do with this situation?
kh-stanley1
·1 year agoHi everyone,
Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.
Thank you for understanding.
cs907347
·1 year agoPut everything on Facebook. Ebay needs to shut down/
an-57470
·1 year agoI had the same experience with greateasternshoppinghub. I even went to the post office, and the Post Master typed me a letter, and encouraged me to have ebay call her directly. They seem to be skipping around the issue, and the fraudulent seller wants me to close my case, insures me that they will take care of it. Mine was for a wood burner blower that weighs 14.2 lbs, and what was delivered to someone else was 7.9 ounces. I also never received a tracking number from this seller until 2 days after it was supposedly delivered. Insane. You would think that ebay would honor such irrefutable documentation, but nope. I am thinking of FTC and BBB to look in to this, and keep the pressure on ebay to do the right thing. After all, it's their policy. I had to order another blower from a reputable seller-not ebay- and sent pictures of the large size that was said to be delivered in my mailbox. I don't know if you had the same seller, out of India, but you could try the Federal Trade Commission, and Better Business Bureau also takes on scam and fraud. Good luck.
house*of*paws
·1 year agoHi @lucarz
Considering eBay’s current handling of the ‘fake tracking number scam … I wouldn’t bother involving eBay in the refund process.
I’d go directly to PayPal or my credit card company.
I experienced this scam several times. It’s often a hassle getting the needed evidence of the scam from the shipping company. Who needs the additional hassle of having to educate a CS rep about the scam?
PayPal currently has a ‘Delivered to wrong address’ option to use when filing a claim … and the Fraud Departments of CC companies are well acquainted with the scam.
lucarz
OP1 year agoHi All good people of ebay community.
After I've raised my case on Facebook ebay group and manual review by ebay people, my appeal has been grunted. Took a while, I guess due to holiday season and family issues of ebay employee handlind a case
lucarz
OP1 year agoThank You all for your help and advise.
janet9988
·1 year agosO SORRY IT TOOK EBAY A MONTH TO MAKE SURE YOU WERE MADE WHOLE. I hOPE you DO YOUR PART AND LEAVE THE SELLER A NEGATIVE FEEDBACK ABOUT THE NON DELIVER SO other buyers are informed.
an-57470
·1 year agoPaypal was insultingly fast in dropping my claim. Less than 4 minutes. They won't let me reopen it either. I haven't tried my credit card company. Do you know of a better platform than ebay and paypal? I would rather give money to honorable companies.
lucarz
OP1 year agoI have reached out to ebay on https://www.facebook.com/eBay/ yesterday evening and got quick response overnight. Quick account verification process, shared order and ebay case numbers, seems now they are looking into this.
"We've gone ahead and submitted this case for a manual review by our team. It will take a few business days before we hear back from them, and we'll be sure to reach out and let you know"
I will update on outcome in here.
ittybitnot
·1 year ago@lucarz
You are a victim of the typical eBay FAKE TRACKING SCAM. It is quite successful for the criminal, and can be traced back on these forums for more than 13 years. eBay does not provide policies or procedures to help victims of this scam, and the Money Back Guarantee becomes a giant FAIL. They know all about it, PayPal knows, the carriers know, and the credit card industry is no stranger to the issue either.
You can do a search on the boards here for "fake tracking scam" and have reading material for weeks. Do as the poster upthread suggested and contact eBay through one of their social media portals. This puts you in contact with US based eBay employees, unlike the foreign based call center reps you get in call back or chat.
https://www.facebook.com/eBay/ (use the blue message button)
OR one of these:
https://www.instagram.com/ebayforsellers/
https://x.com/askebay
These social media reps have the authority to help you while the others are still stuck in denial mode hoping you give up and go away. Tell them that you need help with a fake tracking scam, and upload your documents. If your seller has already been kicked off the platform it may even take less time and work for you than you might think. eBay used to require written documentation from the carrier knowing full well it is almost impossible to obtain.
If you still get thrown under the bus by eBay, and you paid with PayPal, you can file there. The have a special claim choice "shipped to wrong address" to help victims of this scam.
If, as a last resort, you must go to your credit card, DO NOT FILE ITEM NOT RECEIVED. The claim will be submitted to eBay who will simply reply with the same fake delivery confirmation and you will lose again. Make your claim for FRAUD/fake tracking scam/wrong address.
Others have reported that once they find themselves in this situation, they simply file a return for "not as described". Seller has three days to provide a return shipping label, or refund. If you get a label, send back some "air". If not "ask eBay to step in" when the time span allows. It works to beat the criminal and the eBay denial team at their own game.
Good luck, and let us know how it turns out.
lucarz
OP1 year agoThank You for your replies,
I created case with USPS before rising issue to Ebay. I have email from USPS customer support with screenshot from USPS internal system, showing actual address the tracking number was for. I have attached screenshot of this email and screenshot from USPS internal system to Ebay case. Did not help. Case and appeal were closed very quickly. I was surprised how quickly; thus suspect some automatic algorithm. I replied to email with appeal result and managed to exchange few emails with I think actual humans. Response however was all the same: USPS tracking portal shows, that package was delivered. One email mentioned letterhead from USPS as suggested by stainlessenginecovers. But this already after appeal was closed and I am not getting any responses anymore.
@stainlessenginecovers, where can I get USPS letterhead showing tracking number and where it was 'addressed'? My Local post does office does not issue such documents. All they could do for me, is put their stamp on printout of USPS screenshot I already had. Otherwise, I will check with USPS customer support again.
@ferncliff-39, I really appreciate ebay contact options you have provided. I will try all of them, one by one, starting with call back option.
@12345jamesstamps, excellent idea. But not yet, first I want to give ebay a chance. Till now, I had good experience with ordering from ebay. If other options fail, will sure try paypal and bank support.
stainlessenginecovers
·1 year agoUse what you got, scan it so you can attach it to the reps on facebook (see @ittybitnot response)
tobaccocardyahoo
·1 year ago@12345jamesstampshas provided the best solution. PayPal will defer to the Ebay decision. The credit card dispute is how your issuing bank deals with such issues.
Ebay will go out of business if they do not find a method to streamline handling these Fake Tracking Scam shipments. They have spent years trying to clean up their image as a haven for dishonest sellers, and this keeps alive the memories of the old days when buyers had zero protection - all they could do was leave negative FB and in those days the sellers could and would leave negatives for the buyer.
I would not be surprised if the solution turns out to be a requirement for all sellers to buy shipping through EBay. And should that be the case, many sellers will object strongly.
kathiec
·1 year agoI would not be surprised if the solution turns out to be a requirement for all sellers to buy shipping through EBay. And should that be the case, many sellers will object strongly.
You mean the same way many buyers objected to the prepay requirement? 😅😄😂
12345jamesstamps
·1 year agoDo a credit card dispute online with the credit card you used to purchase it.
Item was never received and 'delivered somewhere else'...'not my address'.
This the quickest way and less of a hassle dealing with all of those other sources.
Time is money and the less time done on this the better in my opinion.
stainlessenginecovers
·1 year agoWhy? Ebay will just do the least possible- Input a tracking number that shows delivered and MOST banks will NOT appease the customer nearly as much as they did in 2016. Chargebacks are for legits only.
12345jamesstamps
·1 year agoI read the post many times.
'eBay...closed my case...and then appeal...both in a matter of minutes'.
'USPS tracking status : delivered'.
Sorry but it sounds like a 'run around' and a work-project...and with artificial intelligence nothing will happen over night.
'most banks will not appease the customer nearly as much'...true...if you call or do a walk-in...but doing it online is a little different since 2016.
I did one dispute as a walk-in and one as a telephone call....bank made me feel like the criminal.
I did one online and got a refund in 5 days the chargeback.
ferncliff-39
·1 year ago@lucarz - what document did you obtain from USPS, does it clearly confirm delivery to another different address and did you present that to eBay in your appeal?
You need to speak with an Agent who can manually review this action - they are familiar with tracking scams, they've been around a long time.
See if there is a call back option from this link -
https://www.ebay.com/help/eua?id=5275&mkpid
You can also contact eBay CS in social media - use PM/DM messaging only - don't post your account info publicly.
Give them your User ID, your real name/address, the email attached to your account, Item #, Case #, and explain the issue in detail.
They usually respond in a day or two.
stainlessenginecovers
·1 year agoIf tracking showed 'delivered' and yet you opened a 'not received' return for refund case, yes- quite common, you will lose simply because the 'tracking' shows delivered.
You will have to obtain a USPS letterhead showing tracking number and where it was 'addressed' to and then 'appeal' your case (go back to your case, there is somewhere you can click 'appeal')