ebay reversed a case decision to favor the buyer completely
I am a seller who had a buyer give me the wrong address. On the day that I had the item returned to me because of the incorrect address, the buyer opened a case. I contacted the buy and offered to refund the price of the item but not the shipping which they said was okay, however because he had opened a case Ebay's system would only allow me to refund the item and the shipping. I asked ebay to step in and they told me that I won and would not refund him anything, then two days later they sent me a new decision where they refunded the buyer completely for item and shipping. Is this normal? Is there anything else I can do to get the shipping back? Also I tried like a mad person to find someone to talk to, but all I could get was their AI chat box which IMHO is USELESS.
dqdistribution
·3 years agoIf you are still looking for a way to contact eBay, you can get them to call you or talk to you via chat.
You do this by going to the top of ebay.com's page to 'Help and Contact'
Scroll down to bottom and select 'Contact Us'
Select your reason
Select 'Chat with Automated assistant'
Select your item and reason in the chat session and once a dialogue appears, type in 'Agent'.
You will be provided with 2 options (Phone and Chat).
Another method of contacting eBay that a lot of people recommend (I would most likely use since you are dealing with an Appeal) is contacting eBay via facebook.com/eBayForBusiness .
gabe101907
·3 years agoThey did something similar to me..
toomuchstuffagain35
·3 years agoWhen ebay stepped in the first time and found in your favor, you were covered by ebay seller protection.
If you weren't the second time, is it possible the buyer opened a payment dispute with his bank/cc for "refund not received"?
Either way I think you should appeal as you SHOULD have been covered, even for a charge back where ebay had no say.
ellenallan
OP3 years agoI can't seem to find away to appeal. Now it seems as though this is closed and I can't do anything. I wish I could find a phone number to speak to a person!
toomuchstuffagain35
·3 years agoYou could try reaching out to the reps who man the ebay for Business facebook page.
Just go to that page and use the blue send message button.
rosemary6525
·3 years agoThe buyer had the wrong address on file with EBAY and even though you printed label thru EBAY and then was returned to you. Because they opened a item not received that got back money plus shipping?? Even though they had wrong address on file????????? You should NOT be responsible for the shipping and it practically stealing to make u pay. Of course on EBAY sellers are lower than low. And completely expendable excrement This does not seem right though. Of course if buyer lies, and opens a INAD case you are always screwed
dubsteesllc
·3 years agoEbay will almost always side with the Buyer. I am sorry that this happened to you.
I'm eagerly awaiting a class-action lawsuit against Ebay.
ellenallan
OP3 years agoYou know, I keep thinking we, the sellers are eBay’s customers. Maybe they could do better to serve the “seller†customer. Trying to use their customer service is AWFUL. ——not a service.——
stacy_pme
·3 years agoIf your label that printed out, is the address given to you by the ebay system, you are covered. IF you put a different address than what is listed in the ebay system, you lost ALL of your protection.
showmecurrency4u
·3 years agothis shows ebay sides totally with the buyer even lf they thhey atre the cause of the problem.
caldreamer
·3 years agoWhen buyer opens "did not receive item" case (you enter tracking# proving item delivered to address on record). Case will automatically close in your favor.
Then if you want to refund customer "purchase price only" go to ORDERS, ALL ORDERS (select item & click down arrow & select SEND REFUND). Enter amount you want to refund.
NEVER ask EBAY to "step in" (it will never end well for you). Also you will get a "defect" on your account for not handling problem on your own.
ellenallan
OP3 years agoI was never able to send a refund of any kind other than entire amount through the Orders part. It would only allow me to refund all.
I think once he opened the case, it disabled my ability to do anything g but full refund.
I did put in the tracking info which was ridiculous as it is already part of order, then as you say EBay did side with me. But he complained again and won 100 percent and all funds were withdrawn from my account.
Going forward I now understand, buyers can do whatever they like, refund them the whole darn thing from get go and move on.
stacy_pme
·3 years agoDid you use the address as it showed up in Ebay, or did you change it?
I have had instances where this exact scenario happened: ie: case resolved in my favor was reversed to buyer's favor, when I actually *should* have won the case, so I called and talked to customer service, and they reversed it again to my favor, and the supervisor set it so that it couldn't be reversed again. So, if you did everything you were supposed to do, call back and see if you can get it reversed again to your favor like I did...
ellenallan
OP3 years agocould you please give me the customer service phone number? I can’t find it anywhere! Thank you in advance!
shado-x
·3 years agoI did put in the tracking info which was ridiculous as it is already part of order, then as you say EBay did side with me. But he complained again and won 100 percent and all funds were withdrawn from my account.
Well, you did get your item back, didn't you?
janet9988
·3 years agoThe seller should not be out the shipping coasts for the buyers address mistake.
ellenallan
OP3 years agoYes, I did get the item back, but now I am out the shipping cost which was substantial and more than the item! As you know, shipping is no joke these days.
toomuchstuffagain35
·3 years agoWhich is why you need to appeal. You shouldn't be forced to pay the buyer's shipping costs (either way) because they gave you an invalid address. Someone dropped the ball badly on this one.
coolections
·3 years agoAre you sure Ebay did not give the buyer a curtesy refund? In cases like this they usually do.
ellenallan
OP3 years agonope, they are taking it out of my account.
sextons-sweet-deals
·3 years agoWas the package automatically returned due to bad address, package undeliverable, or did you do a recall with USPS? Just curious. You stated, 'On the day that I had the item returned'. Sounds like the buyer was watching the tracking process.
If the buyer was fully refunded, it sounds like they paid for the item and the shipping cost, correct? You can't punish a buyer for the shipping fee. The return process shouldn't have cost you anything extra but your time and maybe that .30 listing / selling fee, but I would think you would get that back.
Correct me if I'm missing something here.
ellenallan
OP3 years agoThe buy gave me the wrong city in his address, so the post office returned it to me. I could see in tracking that the package was taking a long time, but tracking wasn't telling me the address was bad. So I followed the instructions in the open case and contacted the buyer saying I would be happy to either refund the item or he could pay for shipping again and I would send it. At that point he gave me the corrected address. He wanted a refund and understood that it was only for the item, but I could not find a way to only refund for the item so I asked for Ebay to step in. They decided first I could keep all funds and that the case was closed. Then the buyer asked for his item refund and then Ebay revised their decision and said that since I did not refund him, he could have a complete refund of item and shipping and now they are taking both out of my account!
luckythewinner
·3 years agoWhen you printed the shipping label, did the USPS warn you that the address was not valid?
ellenallan
OP3 years agoNo I do not believe so.
heckofagame
·3 years agoDid the buyer open a case for the return?
ellenallan
OP3 years agoYes, he opened it the day the package came back to me. I could see on tracking that the package was taking a while, but I had no idea that the address he had given me was not a real address. The city was not correct.
I tried like heck to find where I could only refund the item, but I believe because he opened a case, the only option I could find was to refund all including shipping.
ellenallan
OP3 years agoYes, the buyer opened the case.
buyer-topia
·3 years agoI'm sorry this is happening to you!
Keep pursuing it.
You have some cool stuff listed!
I'll offer an unasked for tip on your beautiful scones;
Make the first word of your title BROKEN thus avoid INAD claim.
BROKEN Art Deco SLIP SHADE Sconces Amber Glass Shades Only, Lincoln Medieval
ellenallan
OP3 years agoThank you! That is an excellent tip and will do!