Item wasn't delivered to my address (tracking is proof), Ebay insists it was and wont help. Advice?
I'm at my wits end. Though it's not an extra-ordinarily expensive item ($348), I'm going to purse this until the cows come home - mainly because of eBays denial of Money back guarantee when the FedEx tracking clearly shows the item was not delivered to my address. Item got there, wasn't signed for, and instead of FedEx just holding it at a facility and letting me know, they returned it to the seller and they signed for it. Seller is unresponsive, Ebay insists it was delivered so they won't help.
To me, this is absolute madness, I wouldn't have thought they'd literally deny the evidence, or at least step in to help me get it resolved. I wrote the seller on multiple accounts and asked Ebay to help since I get no response - I get an email saying that I should contact the seller to resolve it.
My big question is, what is the next step in this - does anyone know? Is it small claims against Ebay or is that somehow supposed to go to "Arbitration"? It would seem clear cut to me - the evidence is there and it would either be on Ebay or the seller, but since Ebay offers a "Money Back Guarantee" which quoting their policy
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#not-received
Which clearly states: "If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original shipping costs (if applicable)."
Which, following their line of reasoning, apparently it doesn't have to be signed for it to arrive at a destination - but this is part of the FedEx shipping which is incorporated in the cost as regardless of whether shipping is included or separate, items are charged accordingly - especially if they're 30+lbs.
It would seem that "arrival" would imply "delivered", otherwise one could just literally walk a package to an address then walk it back to a truck, return it (or not) because their definition of arrived doesn't imply delivered. If this is the case then, then the package was stolen as it wasn't delivered. It's like wordplay at this point.
Instead of sending a simple email asking the seller to get back to me, to at least attempt to help, they just push the deny button and send me responses that literally seem to show that they didn't even bother reading my email about the seller not responding.
So... what are my options? Undoubtedly many have gone through this before.
wstoler
·1 year agoIn a case like this where eBay's "policies" won't allow a reasonable solution, it's time to send an email to the powers that be - that would be the president's office at eBay. You probably won't get a call back from the president of eBay, but just about every big company has a "liaison" person who handles problems that get to the president's office. Even though this may be a small fry thing in the whole scheme of eBay, once you reach the right person (the liaison person) you become a "problem to solve," and this office generally likes to solve problems.
I won't disclose the email address here, but you can locate it by going to ceoemail.com and shift to their US side (it defaults to the UK side) and search for eBay. You'll get all the info you need. My bet is eBay is concerned enough about problems like this, but the company is so big that they president never sees these problems until someone makes them aware of it. And then they solve it.
My bet is you'll get a good result this way.
pikabo-icu
·1 year ago@relative0
They are pretty limited at this point since it appears as a refused package even if it wasn't refused.
Contact the seller ask them to reship & offer to pay for the label. Perhaps a different shipping service.
Contact eBay on social media, outline everything you have posted here and see if they have any solution for you.
The social media reps are far better & more versed than the phone reps and usually pretty quick at replying to you. Send a message not a post.
https://www.facebook.com/ebay/
X
Good Luck!!
If nothing else do as Ken suggested and try to get a refund via your CC.
kensgiftshop
·1 year ago@relative0
When FedEx returned the package to the seller, it's the same as refusing the package and it voids your MBG.
Open a case with your funding source.