Need to Escalate - Not getting answers
I returned an item I bought. Seller was very nice, accepted my return, and processed the refund, except that the refund I got was partial. This happened in June and every time I call eBay customer service to ask why the partial, why not 100% refund, I get that the eBay refund team made a mistake. They keep telling me they need to escalate it and do a manual refund of the balance. But they never do. Every Monday I call and I get no where. I've even asked to speak to a manager, they give me the manager. Manager tells me they are escalating it. They eve tell me they will email with me with progress. They never do. All I get are lies.
I'm at the end of my rope and I need the money. How can I get to Corporate CEO's office? Any suggestions?
rseuqinh
·3 years agoThe reason you returned no longer matters, @dancer176cat. Both the seller and eBay have lied to you, implicitly approving your return for a full refund. Do not try to reach eBay or the seller again.
If you paid with PayPal, start another return request here within 180 days (six months) for the missing portion of your refund, and add a screenshot of your closed eBay case when PayPal asks for proof that you've contacted eBay. Then when told to return the item add your already-delivered return tracking number, to get your refund.
Otherwise or if PayPal falls through, file a CREDIT NOT PROCESSED chargeback with your card issuer using the return tracking number, to get your refund.
Why Would a Customer File a Chargeback With Reason Code “Credit Not Processed?â€
“Credit Not Processed†chargebacks are filed by customers who have returned their purchase but did not receive a refund from the merchant.
dancer176cat
OP2 years agoToday I got my refund back!! I stopped calling eBay customer service (where I got agents in far away countries who kept lying to me) and I went to the Facebook eBay page and explained my situation in a message to them and the promptly responded, kept me updated every day, and today I got my refund!!!
dancer176cat
OP3 years agoUPDATE: As a kind person here suggested, I sent a message to the Facebook "eBay Business" page and after getting my situation, they were not very helpful. The fellow who responded "Kenneth" basically ignored the facts I was giving him and told me things I already knew. No help at all.
Does anyone know how to get a hold of eBay corporate office to file a compliant?
dancer176cat
OP2 years agoThey fixed it!!! Someone else in that group took "Kenneth" off the case and took charge and today I got my refund back!!!! I am SO HAPPY!
monster-deals
·3 years agoWhat is it you think the CEO is going to tell you?
Your timeframe to appeal has long since passed so you won't be getting any further refund from ebay.
dancer176cat
OP3 years agoI did appeal within the acceptable time frame.
Calling the CEO always works with every company, especially publicly held ones. When you call the CEO, you talk to one of their executive assistants (XOs). These XOs are not lowly paid secretaries. At that level the XOs make well over $100,000 per year. They take every customer call seriously. They speak for and represent the CEO. They listen to your story/complain and they establish a form of action to resolve it.
How do I know this?
Because I have had the experience of calling the CEOs of multi-billion dollar companies where I've been a customer, and I have got the result I wanted.
monster-deals
·2 years agoWhen was that? The 50s?
williestavig
·3 years agosorry for your issue. i'm kinda having the same issue. where did you find their phone number and what is it? thanks
dancer176cat
OP3 years agoI would be happy to help you. eBay makes it tricky to find the phone number. It would be easier to verbally walk you through the steps. If you call me, I can walk you through while you are on your computer. I live in Utah. I sent you a private message with my phone number. Look at the top right of this page to the envelope icon and you'll see the message I sent to you. Call anytime. 🙂
At the time you received the partial refund you had the option of accepting or declining the partial refund. Within the return request there was also the option to ask eBay to step in. Given the length of time that has past, I’m afraid you are no longer able to escalate, you had 30 calendar days for escalation. Sorry.
dancer176cat
OP3 years agoI did escalate within 30 days. And I've been following up ever since.
dancer176cat
OP2 years agoI did escalate it and I got my refund today!! I found eBay resource based in California and they escalated for me and got it done!
Good for you! Glad it worked out for you.
Just goes to show ya the ‘squeaky wheel gets the grease.’
bonjourami
·3 years agoYes you will never get a straight answer from those outsourced drones, they are scripted. You can try Ebay for Business on Facebook, use the message link. They are California based helpful Americans. Just be aware if your seller has free returns, he can reduce your refund if the item was not returned in its orginal condition, You can also try Paypal for the rest of your refund, if thats how you paid. Or your cc.
dancer176cat
OP3 years agoThank you! I just joined the FB group and sent them a message.
bonjourami
·3 years agoJust want to say..never give your phone # out to a stranger you meet on the boards..
dancer176cat
OP3 years agoThank you. But why not? What could a phone number do? If the person is nutty, I can always block his call, right? Just interested in understanding. 🙂
bonjourami
·3 years agoYou've never heard of reverse information,searching a phone number and getting the address? Oh well, I meant well, never mind.
You may find a person's address by using a phone number, thanks to a service called a “reverse phone lookup.†Use a reverse phone lookups service like xxx, xxx, or xxx to find the right person. Contact the person's network to see if they can provide any information about their whereabouts.
dancer176cat
OP3 years agoThank you! No I have never heard of that before. You've helped me once again!
dancer176cat
OP2 years agoDear bonjourami,
The Facebook eBay for Business Group helped me and they resolved the issue! Today I got my refund!!! You are correct - they are a wonderful group of helpful American eBay agents! The first guy was not helpful and I told him so. Then someone else must have read it, because someone else jumped in and got it done. They went up the chain of command for me and they kept me updated every day! I am so happy. And a BIG THANK YOU TO YOU!!! I would never have known about this FB group if it weren't for you. Many Thanks!!
soh.maryl
·3 years agoThere has to be more to this story. When you opened a case, what reason did you use?
If it was something like "doesn't fit" or "didn't like it", then the seller was allowed to withhold shipping.
dancer176cat
OP3 years agoI simply asked to return it because it wasn't what I expected it. The Seller was fine with that - no questions asked. Free returns, and Seller did not have shipping withheld. eBay did admit it was a mistake they made. And the amount they held was a relatively small amount, $96.52.