Ebay refunded item I exchanged. I did not authorize the refund!
I sold an item. I nornally don't accept returns but on this one I did. I replaced the item for the buyer instead of refunding but eBay refunded him and now he won't send my money back. I know the replacement item is good because it was tested before shipping. I can't get through to these people. Now i'm out $130 and I need it badly for medical reasons.
8 comments
showmecurrency4u
·3 years agoi would have refunded the buyer if they were a long term customer. if they were were not a long term customer with low feedback i would refund and put them on the blocked bidder list. if ebay sent them a refund after you had send the a replacement, i would talk to them about sending the money back to me. if honest they or the buyer should refund the money to you.
stainlessenginecovers
·3 years agoThe 'report buyer' did nothing to expedite the buyer as they are NOT notified of it, you are not notified of any 'consequences' to the buyer and there really are NO consequences unless the buyer has been reported for the same thing by numerous other sellers.
A report that you 'messed up' isn't even something that would go on a buyers record as the buyer did nothing wrong.
Was all just a good person that realized what happened and wanted to make it right. They are not required to do anything about a person sending them another one and getting refunded at the same time.
14fasthds
OP3 years agoThank you very much for the good information. I did send the buyer another message and he replied and was able to pay me. It's just been awhile since I had any issues, possibly before they made changes. Never again. I just got lucky and he was an honest buyer. I did finally get through to eBay using report buyer, but once I did, the buyer replied to my last email and paid me back. Once I reported him, there was no way to reply to it and close it so I replied on their chat, which showed the item, so hopefully they got it.
richard1rst
·3 years agoYour mistake was in not being proactive. eBay can not possibly know what arrangements you made with a buyer unless you tell them
Here is an example of a note is send to CS in these cases using the “help and contact†button at the top of every page. (I have it saved as a template so I only have to insert minimal information.
****
RE: Return case # buyer (name or ID)
As soon as they opened the case we contacted them and asked if she would prefer we send an exchange or just a refund. They responded, and a check of their emails will confirm this, that they preferred the exchange to a refund.
We are sending out today a replacement package via USPS with the tracking number ####. Obviously it will take a day for the tracking to make it into the USPS system.
We have already received confirmation that they have sent back the original package using the prepaid label we supplied when the case was opened.
I am writing today to ask that the case be put on hold to allow time for the packages to cross in the mail. Our concern is that once the original package gets back to us and no refund is issued (since none is expected) that eBay may automatically send a refund and ding our account for an unresolved case. Clearly the case is being resolved.
It would be inappropriate for them to receive both a replacement and a refund.
Please confirm and advise
***
These are the response I get.
first)
I appreciate you sending a replacement to your buyer, for the Return ###. I have placed a 10-day hold to allow the item time to arrive.
and then later)
This case is not closed
We reviewed this case and have closed it without any refund to the buyer.
The case will not affect your seller performance. Any feedback left for this transaction will be removed.
We received tracking information from you that shows the successful delivery of a replacement or exchanged item.
kensgiftshop
·3 years agoOnce the returned item is received, you only have two days to refund or have the buyer close the case.
Ebay isn't really set up for exchanges, just refunds.
Unavailable member
·3 years agoApparently your buyer requested eBay to step in for the refund. They can request eBay to step in if they are not happy with your response or if you didn’t respond at all. Once a refund request is closed eBay is out of the picture.
Sorry,you found yourself in this situation.
In the future it is best to accept the return, issue a label, get the item and refund.
evelyb30
·3 years agoHe doesn't have to, so he won't. As for getting your money back from eBay, cross your fingers and try eBay for business on Facebook. The phone customer "service" is a service to no one. Odds are that money is gone.
reallynicestamps
·3 years agoThis is why it is usually best, for buyer and seller, to use refunds (cash) rather than replacements (goods and shipping).
It's a learning experience.
Everybody hates those.
You could try asking eBay for a courtesy refund. Remember to include Confirmation of Delivery for the replacement item in your request.
The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that mean giving you the advice you want to hear instead of the advice you need to have.

https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.