[Removed by moderator] $500.00 dispute. The buyer admitted in messages to throwing the item away ("I
@eBay @AskeBay I need urgent help with a $500 seller protection case. The automated system is ignoring your own "Condition of Returned Items" policy.
The buyer officially admitted in eBay messages that they THREW THE ITEM AWAY (quote: "I threw the fan out... so it cannot be returned"). Per eBay policy, a buyer is NOT eligible for a refund if they dispose of the merchandise.
Furthermore, the buyer's own video shows they damaged the vintage 50Hz motor by using it on a 60Hz grid (Buyer Misuse). I have screenshots of the admission. Please have a human supervisor review this and reverse the unfair refund. #eBay #eBaySeller #SellerProtection
30 comments
inhawaii
·5 months agoEasy, all you had to do is...
Accept the return and pay for return postage.
Ebay would require the buyer to return the item to you.
When they don't return the item (because they threw it away) they will lose the case.
You win. No refund.
I'm assuming you didn't do that.
ryry-jj
·5 months agoExplain the exact steps you took in the return request? eBay is systematic, you need to follow the correct step in the correct order, you don't want to rely on outside causes that don't fall under the system of review. To say, "they threw it away" doesn't help if you don't follow the proper return/claim procedures, the return process does not look at messages.
So what happened after the buyer filed a claim....and did they file a claim?
danailyrdanovangelov
OP5 months ago"To answer @рири-джей: The buyer opened a 'Not as Described' case. I did not issue a return label because the buyer's video showed him destroying the motor by plugging a 50Hz fan into a 60Hz US outlet. While the case was open, the buyer sent a message admitting he THREW THE ITEM IN THE TRASH. eBay's automated system ignored this admission and closed the case in the buyer's favor, forcing a full refund from my funds. My mistake was likely not issuing the label, but there was no item left to return! How do I get a human to review the message from March 29, 09:21 AM where he admitted discarding the evidence?"
bashort
·5 months agoyou need to respond to the case and provide a return label, thats your only option. If the buyer no longer has the item that is not your problem
gurlcat
·5 months ago@danailyrdanovangelov Why didn't you issue the return label BECAUSE he said he threw it in the trash? That would have called his bluff! No item to return, then the case would have just timed out and you would have won! But by refusing, of course it found in his favor. I hate to say it but I doubt ebay will reverse that outcome. They definitely will not take the money back from the buyer (they never do that), but maybe if you get just the right CSR they will issue you a courtesy refund. But as high as $500, I'm sorry but I really doubt it.
Just NEVER refuse a return again, no matter what the buyer says or shows.
danailyrdanovangelov
OP5 months ago"Thank you for the explanation. I understand now that I should have issued the label to trap his bluff. But since the money is already gone and the case is closed, what is my best move for the APPEAL? I have proof he destroyed the item with 60Hz power and proof he threw it away. Will eBay's High Value Claims team look at the messages now, or am I stuck because I didn't send the label?"
gurlcat
·5 months ago@danailyrdanovangelov I'm still not clear on which eBay platform you used to sell the item. If it wasn't the '.com' (U.S.) platform, then your screens may look very different from mine. My only guess would be to open the Return Details page for this item, and look for anything you can click on to appeal. If you don't see that, then just try the regular 'Help' feature? See if you can find 'Request chat' anywhere.
ryry-jj
·5 months agoOK, you made it tough on yourself...eBay interprets this as "stepping in" to do what you needed to do, and that is accept the return. eBay doesn't read messages, they don't matter in a INAD case, or any case. If you are lucky enough to get it reviewed, they might review the messages...but, but, and this is a big but....you still didn't follow the rules so that may negate anything else. Basically, you cant say "I ignore this and that, but look over here", this is not how eBay functions. You need to follow the proper steps, each and every one in order to ever get to them to look at messages.
Bottom line, you didn't follow proper procedures, so eBay refunded the buyer...yes, the messages are the reason you didn't, but they cant be used as an excuse. But do try and appeal it, learn from it, at this point you have nothing more to lose. Selling on eBay is a learning curve, just slow down on higher cost items until you have that experience....and even when you do learn, you still are vulnerable to losing out.
danailyrdanovangelov
OP5 months ago"Update: I have successfully escalated the return to a case. I provided photos showing the disassembled motor and explained that the buyer used incorrect voltage (60Hz instead of 50Hz). I also highlighted that the buyer admitted to throwing the item away in the messages. Now I am waiting for eBay's manual review. Thank you all for the guidance!"
gurlcat
·5 months ago@danailyrdanovangelov Fingers crossed for you (that's an Americanism, ha). I do have doubts but I hope they're wrong! Will you please come back to let us know either way? This Community is how we learn what works and what doesn't, so every lesson is truly valuable.
danailyrdanovangelov
OP5 months ago"Thank you for the support, ifouloveit! Unfortunately, my initial appeal was denied automatically because the system only looks at the missing return label. I have now escalated the case for manual review, highlighting that the buyer admitted to throwing the item away and damaging it with 60Hz power. I hope a human agent finally reads the messages and sees the unfairness. I will keep you all posted!"
ryry-jj
·5 months agoJust be aware, the 60Hz power source will not be considered in this case. That detail will not matter to eBay at all. Your hope is that the "throwing it away" voided the buyer's MBG without having your ignoring of the claim being considered as forfeiting the item not needed to be returned.
gurlcat
·5 months ago@danailyrdanovangelov I second this^. If you already wrote your concerns in the appeal text box then it's too late, but for future reference it's better to give one big "a-ha!" than multiple little ones, especially if they're technical details the eBay employee might have no familiarity with.
ryry-jj
·5 months agoGood, and push it as far as you can and provide all the info you can, eBay doesn't hunt for it. As I said , you have nothing more to lose at this point.
I should mention, when you accept a return and eBay issues a return shipping label, you are not charged for that label if it isn't used, so don't let that be a part of your thinking, "why pay for label that wont be used?" as to why you didnt respond to the claim
danailyrdanovangelov
OP5 months ago"I really appreciate the advice here. Since I am struggling with the automated system and the language barrier, could someone please tag the eBay Community Moderators (like @tyler@ebay or @elizabeth@ebay) to look into this? I have the buyer's message admitting he threw the item away and the technical proof of the 60Hz damage. I just need a human from eBay to review the case #5375587803 and the message logs from March 29. Any help to get this noticed by a real person would be life-saving."
gurlcat
·5 months ago@danailyrdanovangelov You actually tagged those Blues yourself, but they won't be able to help. They're not here to look into individual transactions, nor can they make decisions on them. They are just the go-between of eBay and the Community, for things like policy changes, policy details that aren't clear, or a recurring problem on the website that doesn't seem to be a short-term glitch, etc.
broto_64
·5 months agoYou guys give the OP a break, it's clear he (or she) is new.
The seller is not going to know the ropes like some 20+ year veterans do.
That said...
If the callback communications does not resolve the issue, it may be because you have other problems...
When the buyer opened the case, did you approve it?
And did you select ebay "issue a return label?"
danailyrdanovangelov
OP5 months ago"One more critical detail: The buyer sent me a video showing him plugging the 50Hz vintage fan into a US 60Hz power grid. This caused the motor to burn out instantly (Buyer Misuse). I did not issue a return label because the item is now completely destroyed by the buyer's own actions. On top of that, he admitted to throwing it in the trash. He basically killed the item and then disposed of the evidence. How can eBay justify a refund under these conditions?"
bashort
·5 months agoI do not know why you would need help from ebay on this, no return, no refund
kibble-net
·5 months agoIf they threw it away, they can't return it.
If they can't return it, they can't get a refund.
Not sure why you are using hash tags on a community forum, they don't do anything here.
ifyouloveit
·5 months agoI had this happen to me a couple months ago where the buyer said they threw the item away. I used the chat box to escalate to having a call back from an eBay representative. Once they saw that the buyer threw it away it was resolved in my favor. Keep escalating it!
danailyrdanovangelov
OP5 months agoИбей всеки път ми пращат автоматчи отговори и ми казват постоянно че не съм пращал етикет и с това се оправдават всеки път даже ми объркаха името и случаят
danailyrdanovangelov
OP5 months agoНе знам какво да правя вече много е трудно всичко опитах се да им кажа че имам проблеми с етикета обаче не ме раБират явно
ifyouloveit
·5 months ago"eBay keeps sending me automated replies and constantly telling me that I didn't send a tracking label, and they use that as an excuse every time—they even got my name and the case number wrong"
I do not know why that is happening to you. I use the USA site which is probably very different from what they offer you.
Is there anyway to get someone on the phone from eBay in Europe? I don't know how eBay handles seller interactions in Bulgaria but it seems you should be able to get a live person somewhere or somehow?
When I used the eBay chat box and it kept giving me a bot answer, I kept saying over and over again, "I need an agent". If I remember correctly, it gave me an option to get a real human to call me back and they did.
ifyouloveit
·5 months ago"I don't know what to do anymore; it's really hard. I've tried everything. I tried to tell them I'm having trouble with the label, but they clearly don't understand me. "
I wish I knew a better answer for you. I'm hoping someone will come on with better knowledge than I.
danailyrdanovangelov
OP5 months agoБлагодаря много това вече им платих даже и таксите за сделката няма да си върна нищо знам го вече просто ме заливат с автоматични отговори за едно. И също повтарят етикет и това е просто ще спра да ползвам Ибей и това е много съм благодарен на всички. Ибей не е за обикновени хора като мен това разбрах не с агента на Ибей и с най главният да се свържа просто не му пука че си измамен и губиш времето и парите си това е Ибей не им пука от нищо извинявам се за израза но е така и нямам намерение да губя повече парите и артикулите си в е
klhmdg
·5 months agoeBay is not here.
No one here can review this.
All your # tags mean nothing here.
This is the .com (US) community forum.
We are buyer and seller like yourself.
You may want to post this on your home site or an EU site.
Im unsure of what a "seller protection case is"
Have your tried "contact us" at the bottom of the page?
danailyrdanovangelov
OP5 months ago"Thank you @ifyouloveit, @kibble-net and @klhmdg! It is very reassuring to hear that disposal of the item voids the refund. I will follow the advice and request a callback right now to speak with a human agent. I won't give up on these $500. Greetings from Bulgaria!"
danailyrdanovangelov
OP5 months ago"Thank you for the advice! However, I don't speak English well enough for a phone call (I only speak Bulgarian). Is there a way to escalate this through a live chat or a direct email department? I want to make sure a human sees the message where the buyer admitted to throwing the item away. I cannot do a 'Call back' because of the language barrier."
stuff4divas
·5 months ago@danailyrdanovangelov
don't know how things work on ebay Bulgaria, but here in the US, we can click on the help contact button located on most ebay pages
here in the US, the buyer has to open a return this item case and the seller supplies the return shipping label. once the item is rec'd back, the seller does the refund