How to escalate to get some real support
I got duped into buying a golf Launch Monitor which turned out to be a scam. The seller listed the product in the US but was actually shipped from China. The shipping was divided into two shipping assignments and one shows delivered but the second still in transit. The shipping keeps updating the status of the shipping but with fake updates (handed over to UPS, handed to FedEx, handed to DHL, ...). Of course I reported the seller as fraudulent. I since also see that the same seller has listed the fake product in many of the eBay stores across the world showing different shipping locations.
I escalated the case to eBay as soon as I sensed something strange and I received two different replies, one suggesting to wait 5 days and the other to wait 10 days. After waiting 8 days, I reached out to eBay and I was told my case was approved for a refund (great news) which would be processed in 24-48 hours. After three days and no refund I messaged and was told the first information was wrong and it takes 3-5 business days to process the refund. After 5 days another email, another correction and this time I was told the refund takes 5-7 days and now we are on day 10 with no update. I have sent multiple requests for an update, for escalation to a supervisor, etc but nothing.
Any suggestions on how to resolve, so I can move forward.
mudshark61369
·3 months ago@khaliq123 ,
"I have opened a case with my Credit Card company and am waiting to see what is next".
By doing that you have taken the matter completely out of ebay's hands voiding their Money Back Guarantee protections.
You may have had problems contacting ebay because you are located in the U.K. but have been posting about your issue on ebay's U.S. based site's community ( ebay.com).
Had you posted your issue in your Home site's community ( www.ebay.co.uk ) you might have received better answers, because the people there know more about international shipping to your country.
China tracking sometimes shows an item received by a courier who drops the item off at an international shipping Co's location, for forwarding to your country therefore showing a Delivered scan, which should be followed up by further scans showing the item being on its way to the U.K. .
If you were trying to get support from ebay.com, they may not have been able to help you because of your location, they certainly cannot give you a call back, and the report button you used went to U.S. based support and was the wrong avenue to pursue, and that's why they needed more time to try and straighten things out.
https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4210
khaliq123
OP3 months agoThank you for your message.
For the shipping, there are three issues:
1. the sale of the product showed from the US as it is a US built and manufactured product so coming from China is a bit odd to say the least
2. The shipping was divided into two shipments the first ended with handover to DHL and the second started with UPS and bounced around showing over 30 handovers with no status other than handed from regional centre to regional centre
3. The shipment now shows as delivered but nothing is delivered as I have checked repeatedly
For the Credit Card, the process includes giving them the case details and they do not refund or violate any of the eBay policies but as partners follow up on my behalf. I did make sure it did to violate any of the policies.
mudshark61369
·3 months ago@khaliq123 ,
"3. The shipment now shows as delivered but nothing is delivered as I have checked repeatedly"
In the U.S. we call that the Fake tracking scam, and it is hard for ebay to deal with because of our Federal postal privacy regulations, which do not allow access to shipping label information such as the actual address or package type/size/weight, to be accessed by anyone but the sender and addressee. If your package delivery information shows it was delivered in your postal code, your card provider may need more info to find in your favor.
I would strongly suggest that you post about your issue on the U.K. site's community. Then people there who know about the fake tracking scam can tell you how you may be able to get the info you need to get resolution for your card provider should they need it. Start out by copying your first paragraph then the reply you posted to me.
You might also want to call the C.S. number on the back of your card, tell the rep what happened, tracking shows Delivered but no item arrived at your address, and what info they may need as proof of that.
khaliq123
OP3 months agoI will do that. Thank you for you guidance.
ryry-jj
·3 months agoNo more emails or chat attempts, just file for a return, use "item not as described" missing pieces for a full return/refund. If you don't get a usable return label, have eBay step in to issue you the refund after 3 days, I think it is. eBay steps in by clicking the buttons, not calling/emailing anyone
khaliq123
OP3 months agothank you for the suggestion. I have opened a return claim and eBay has accepted for refund but now I am told that the case is with some special team that takes its time to investigate something and so it will take an undefined amount of time. I have been waiting for over 2 weeks now for an indication of when the refund will be processed. Any suggestions here?
ryry-jj
·3 months agoHow have you been communicating with eBay? Is all this still within the 30 day MBG window from the time you received the item? From the original post you mention a lot of 10 day , then 8 days, 24-48 hour periods. Via the automated return, I'm not familiar with any waiting to investigate. If the item was not as described, it is an easy return/refund.
With returns, there are a few schools of thoughts, some say to contact the seller to work out, I say just file a return with your stated reason, if eligible, receive the usable return label and return. I never see a reason to communicate with anyone for the refund....so i'm perplexed with all the emails, the back and forth verbage & investigation process. The item is either a refundable item per the 30 day MBG or its not. Are you still in the 30 day window?
mamacassidy
·3 months agoIf you just spoke to reps on the phone, I don't think they are actually doing anything.
What you should do if you haven't already is:
1. Go to the order. Does the tracking show Delivered? If not, then you open an INR claim. The seller will have a few days to upload tracking showing delivered or you ask ebay to step in and they will refund you. All of this is automated, there is no reason to call or speak to a rep.
2. If the tracking shows Delivered, then you open a Return for Item Not As Described. If they ask you to return something, return an empty envelope just like they sent you. Odds are they will not ask you to return anything, and after 3 days, you'll ask ebay to step in and refund you. Again, this is all automated and you don't need to speak to a rep.
If you have already opened one of the cases I listed above and you still haven't been refunded, you should contact a rep via Instagram. The call-center reps are very unreliable, but the social media reps usually can fix problems.
house*of*paws
·3 months agoHi @khaliq123
>> Of course I reported the seller as fraudulent. <<
>> I escalated the case to eBay as soon as I sensed something strange … . <<
How did you ‘report’ the seller?
What kind of ‘case’ did you open?
[I didn’t want to jump to any conclusions about what you did because of the odd responses you’ve been receiving from eBay.]
khaliq123
OP3 months agoI opened a case by by going here: https://www.ebay.com/help/buying/resolving-issues-sellers/report-issue-seller?id=4022
lady_madonna
·3 months agoThat does not open a case, it just reports a seller.
house*of*paws
·3 months ago@khaliq123
That doesn’t tell us what you did. There are THREE blue buttons you could have used in that link … each causing something different to happen.
We need to know EXACTLY which button you used … and specifically what you did next. 🤔
Getting ‘real support’ means you need to communicate exactly what you did each step of the way. 🙂
bonanza125
·3 months ago"I have sent multiple requests for an update, for escalation to a supervisor, etc but nothing."
To speak to an agent you need to go to chat box, then type in your issue, then type in agent please, Need to speak to agent. Then click on "Have us call you." An agent will then call you back which then you will be able to talk to someone. Agents will not call you back without a request through the system. All you did was replied to a message. Agent will reply to a message when there are updates. There might not be an update however if you need to speak to an agent now then chatbox is the way to go.
lady_madonna
·3 months agoFile a dispute with the payment source you used to pay for the item.
khaliq123
OP3 months agoI have opened a case with my Credit Card company and am waiting to see what is next