eBay Refuses to assist with a fraudulent return request.
A buyer bought a MacBook Air from us, and we shipped on-time. The buyer was extremely pushy about when FedEx would deliver the item. Once the item arrived, the buyer opened a return request saying "Screen broke" and provided a photo of a MacBook Pro with a clearly broken screen caused by deliberate damage.
I've been messaging the buyer multiple times, informing them that they need to upload actual proof, provided them the device serial number, and sent multiple pictures of the device before after after it was packaged. The buyer has not replied other than "i'm a cop, my son is a minor." eBay Customer Service has informed me multiple times to wait for the 3 day return window before it can be escalated to eBay.
Today, I've attempted to open the case, where I was told "Well, I see everything you're telling me, and this clearly isn't right. You now must wait 21 more business days to close this." Is there actually anything I can do to actually get assistance from eBay?
fashunu4eeuh
·1 year agoeBay does not require buyers prove anything, to you or the platform. Buyers are taken at their word.
You are expecting eBay to act in a manner that will not occur. It does not adjudicate disputes, but employs an automatic process nearly universally favoring the buyer.
If you do not accept the return, the buyer will likely open an NAD case. According to the terms of the Money Back Guarantee policy, a Not As Described claim trumps any No Return policy a seller may proffer. Transit damage also warrants a full refund. If you want the item back, send the pre-paid shipping label to the buyer.
Below is the link to the policy with the timelines in which you must respond to the case. The advice given to you by Customer Service is wholly incorrect and can potentially damage your account if followed.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
stuff4divas
·1 year ago@fuc-9898 if u want your macbook back, or whatever he will send u, accept the return and supply the shipping label, otherwise he will not be required to return it and will receive a full refund at your cost.
it's a crapshoot calling customer service, better off to
Contact eBay via their social media sites with a private message:
https://www.facebook.com/ebay
AND-OR
https://x.com/askebay
AND-OR
https://www.instagram.com/ebayforsellers/
Great customer service on all three
Even if u don't do social media, u can just open an account for eBay purposes only
luckythewinner
·1 year agoIs there actually anything I can do to actually get assistance from eBay?
It sounds to me as if you are expecting someone at eBay to look at the case and:
Because after all, based on what you have told us that would only seem sensible and fair.
But here is the part you are missing:
eBay was not there to see you pack a MacBook Air. For all they know, you tried to scam the buyer by showing a MacBook Air in your listing, but shipping a broken MacBook Pro instead. Back in the early days of eBay, that was a real issue because buyers were not protected.
By not accepting the dispute, you are gambling that eBay will find in your favor, which historically is not very likely.
eBay offers buyers a Money Back Guarantee, and if they rule against the buyer eBay will have to foot the bill for the buyer's refund. They would much prefer that the seller (you) take that hit - especially because the buyer's next move is often to file a dispute with their credit card company or PayPal which puts eBay on the hook again for the refund.
kensgiftshop
·1 year agoIf you want it returned before refunding, you need to accept the return and provide a shipping label.
If you do nothing, the buyer will ask Ebay to step in and it'll all be over for you.
Ebay will refund buyer from your account, let them keep the MacBook, they'll keep their fees and give you a defect.
slippinjimmy
·1 year ago"clearly broken screen caused by deliberate damage"
That is quite an assumption, I don't know what you base it on. It's not like FedEx never damages a package in transit.
If your buyer has opened a return request you MUST respond to it (in the request not via direct messages to the buyer). You must accept the return and provide a return label.
If you do not do this eBay will refund the buyer, let them keep the MacBook, you won't get a fee refund and you will get a serious defect.
If you approve the return and provide an eBay return label but the buyer never sends it back the case will be closed in your favor after 21 Business days.
If the buyer does return and the return is not yours or the return is not what you shipped you will have an option to appeal, come back here and ask for advice on how to handle such an appeal.
bonjourami
·1 year ago"I've been messaging the buyer multiple times, informing them that they need to upload actual proof, provided them the device serial number, and sent multiple pictures of the device before after after it was packaged. The buyer has not replied other than "i'm a cop, my son is a minor." eBay Customer Service has informed me multiple times to wait for the 3 day return window before it can be escalated to eBay. "
No buyer is required to do all that. Once Ebay steps in, they will refund him without him having to return the item, and your account will receive a defect for an unresolved case. If he has opened an actual case, you need to respond to the case, and provide him with a return label,then refund after return.Before Ebay does it for you with a forced refund.
Not sure what kind of 'case' you tried to open, a csr will tell you what you want to hear to get on to the next call.