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What do you do when ebay support will not help you
I purchased an item from a seller, who shipped it to the wrong address. I contacted the USPS, and they verified that it was not shipped to my address. I put in a support ticket and got a response that the USPS says that the package was delivered. When I contacted the USPS, they said that it was delivered, but not to my address. The USPS stated that if eBay would contact them using the tracking number they would validate that is was not delivered to my address. The Seller is not responding and eBay has closed my case. Does anybody know how to call eBay support?
38 comments
kh-cathy
·1 year agoHi everyone,
Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.
Thank you for understanding.
jacharb_35
·2 years agoSounds just like what happened to my order fedex left it at 16322 Snowshoe not 16377 snowshoe eBay closed the case saying it was delivered seller will not give me a signature on a shipping waiver to get 100 back of my 151.50
dsendeavors1
·2 years agoI kept pushing the chat bot saying talk to an agent - talk to and agent and they blessed me with saying someone will call me back and they did call back!
us2014.wojte
·2 years agoQuestions for those in the know - as a buyer I was scammed this way for nearly 1k. I recovered the package via USPS help and opened a wrong item received case. The seller sent me a FedEx return label with Signature required. However, the address on the label is to a empty parking lot with a dilapidated "for sale" property next to it. Nobody is living there.
What will happen when FedEx returns this package to me as un-deliverable? I was told it should be ruled in my favor, but if eBay looks at the tracking info and sees it's in limbo, will they actually take any action or just tell me to wait for the package?
I am at wits end.
tobaccocardyahoo
·2 years agoThe most reliable remedy for this problem is to open a dispute with your credit card issuer.
If you are not using a credit card for your online purchases, you should. The more middlemen in the payment process, the greater the chances you will waste your time before you contact the credit card issuer.
vintagejune
·2 years agoBut it's been a year. You think something could happen now that I have the truth that no one can send this product to anyone in CA? I guess it's worth the shot.
vasplar
·2 years agoI did a chargeback, and then ebay just charge me again the same amount...
dsendeavors1
·2 years agoOh Wow! Sorry to hear that!
Are ebay agents(/IDIOTs as I put them) part of these frauds????
mudshark61369
·2 years ago@msh.nwa,
You have been the victim of a fake tracking scam, the seller's send something, an envelope or small box with tracking to a different address, and uses the Delivered scan to win an Item Not Received (INR) dispute. eBay's automated INR system is not allowed access to anything but the scan information, due to shipping company's privacy policies.
When you file a dispute and lose in the message there should be an appeal button. You have 30 days from losing the dispute to appeal, but in order to win you have to do some leg work. The info below is what you have do do when this happens with any shipping agency.
You will have to go to your P.O. or a local UPS or FedEx store. You need to bring a copy of your order details page which shows your address and the tracking number with you. If you bought using a phone or tablet, you can bring that to show the clerk the order details.
You want to ask the clerk to check the label address against yours, and also to check the Package type/size weight info to see if was is appropriate for what you should have received. If the info does not match up, you ask the clerk to write a note on Company stationary saying in general that the shipping label's address was not yours, and if applicable that the package type/size/weight was not right for what you should have received. Do not ask for specific address or package info, they cannot give it out. Have the clerk sign and date the note.
Once you have the note, you can appeal the dispute ruling, or contact ebay through their Facebook or Twitter social media pages. (links below) You can write out what happened and what you found out, and add a CLEAR photo or a scan of the note to an Appeal or message. If you go the social media route which is recommended, but not always necessary, because the reps know about the fake tracking scams you will need to have the seller's username and the ebay item number. At the end of your message give them your real and ebay username.
In the future I strongly suggest that you check the feedback profile pages of each seller you intend to buy from, before bidding on or buying their items. You can access a seller's feedback profile page from near the bottom of listing pages. Use the See All Feedback button below where their name is in a large font. On the profile page if the seller has received neutral or negative feedback, click on the numbers of them to read only those comments. Never go by a feedback percentage alone. Some people who have been scammed but did not file a dispute may have left feedback saying they never received their items.
https://www.facebook.com/eBayForBusiness
https://twitter.com/askebay
msh.nwa
OP2 years agoThis worked, you are correct in that you have to go to the post office to get the information! Ironically it was Paypal that resolved, and credited my account, not eBay.
vintagejune
·2 years agoI wish I would have thought of that. In the meantime it's already been a year and I just got the new information last week...so probably not going to go far. I just would like to get them kicked off of eBay.
dsendeavors1
·2 years agoThanks! I did get commitment that I would get my money back(By the Supervisor on call) and the seller did get kicked off ebay!
krazkat
·2 years agoUPS deals only with those who purchase shipping (the sellers). I lucked out by getting a sympathetic driver to give me a number in UPS Dispatch. This took a very long time to accomplish. EBay had already found against me after two appeals. I am unable to appeal their decision. EBay also declines to tell me anything about what action they have taken against the seller, if anything. I provided them with zip files containing the UPS ledger pages on this shpping number, proving it was a) sent to another party and b) wasn't even an EBay purchase, but an Amazon sale.
I asked EBay for an apology. I am not going to get one. I am also not going to rejoin EBay.
vintagejune
·2 years agoWow! You really went the distance. Yes, that's my thought is how to get them kicked off...but I can't even find them anymore in any of my information.
pavzaq
·2 years agoThis is a very detailed reply - and I appreciate it. I wish there was some way you could pin this reply w/ the steps to the front page!
mistamike1
·2 years agoI tried all of that with ebay even there investigation team I had postal service investigation done after showing my ebay receipt and they sent me a letter head from them detailing the tracking number and the address the seller sent it to not even my address because all usps goes by on there tracking is just zip code. Ebay support told me it's not there job to call the postal service to get details about the shipping address cause it's says delivered. I'm still puzzled 1 tracking number 2 addresses the seller didn't use ebay prepaid labels for a item weighing over 20 pounds never responded to messages and closed there account the next week.. I been going back and fourth for about 4 months still telling me I received my item now I'm out of 800.00
vintagejune
·2 years agoOh no! At least mine was only 315! Still a huge bummer for me. I just couldn't believe that they were so unhelpful in any way. I kept telling them, no, it was not delivered to my address by anyone, it said usps on the tracking and they do not come to our home...we do not have a mailbox, we get a notice to come in and pick it up. And someone would respond and say, 'well check with your neighbors and see if anyone got it by mistake'. I just had told them that we don't have deliveries from usps in our neighborhood! No one cared. They just kept repeating the same things over and over. And it just felt so offensive...'what, that's it? I don't get the product and I'm out 315 and that's it, nothing is going to happen, no insurance, nothing?' And their response was, 'sorry, they have a tracking number'.
dsendeavors1
·2 years agoYup I had the same response!!! I hear you and am so sorry about it....
Somehow I got a commitment that I would get my money back. Earlier ebay agents were smarter about this or used to do their due diligence - reading through all the details provided to them. They were able to validate the address for the tracking too. Now the sad part is probably the agents are IDIOTS or ebay has not provided them with proper steps on verifying these kind of tracking details!
dsendeavors1
·2 years agoSo sorry to hear about it....
So sorry to hear about your Plight buddy!
I too had almost the same track record, just got saved since I begged the Supervisor on call to check my record... and pleaded her to look at all the attachment I had sent!
I started the thread since I love ebay - There are lots of genuine seller and buyers here!
This is a request for ebay to start looking at the tracking records and address details on the tracking!!!
Next savior for you would be PayPal or Credit Card you paid with - DONT LOSE THE FAITH
ratcr-14
·2 years agoI am a victim of a false tracking scam because my post office say the item didn't match the weight seller (mohaabdu5425) is a scammer person. Ebay needs to get them off there site
2915vic
·2 years agoThis is a four-stairs/floors apartment building, without elevators, and sometimes the deliverer does not want to come upstairs, so they'd left the deliveries downstairs. one the first floor
vintagejune
·2 years agoThx for all your information. Yes I did go to the post office and they had no knowledge of package. I already made my appeal with eBay and lost again. They said since they had a tracking number there was no action they could take...they said "our sellers are more important than the buyers, sorry"....this happened a year ago, however, I just received information from the head company who actually sells the product we purchased and were told that no third party is able to sell/ship to CA. We called after attempting to purchase this again through multiple options...Amazon and Home Depot being two of them...and they both said 'does not ship to your address..or any address in CA' So I called again and hopefully something can be done. I know we won't see the money but hopefully they will be banned from eBay. It's funny that you say they usually ship little items, because when I did go and look at their reviews before I purchased, they were all little things 20-30 dollar items and I thought wow this must be different for them, ours was 315! So we will see...thx again, June
billyzink
·2 years agoI did everything you said to do. Ebay still declined my claim. I had paperwork showing the package was four ounces and sent do a different address. The item purchased was 8.5 lbs. Im sick about it. Lost $150. Ill survive that but its just the idea of it. Been buying and selling since 1999 with no issues and now ebay wont work with me. As much as i hate to do it i think this is the end for myself and ebay. Sold the 2100 shares of ebay stock i owned today. And from here im going to close my ebay account. Hate to do it but its the principal of it. My dad told me once if you pet a dog and it bites you. You shouldnt try to pet it again!!
tommyjg
·2 years agoThanks for all of that Info ; I really appreciate it.
anthonyofuk
·2 years agoThank you so much for this. I followed your guidance and got a refund in process now. I was so stressed at not knowing how to go about recovering the financial loss. I used your suggestion of going to askebay.
I posted a screenshot with the main point on the pdf document (which showed the tracking number, the statement from FedEx that it wasn't anything to do with a delivery for my address, and I had covered up my address with an editing app). I posted this with a message asking askebay, what were my possible options.
However, instead of going to the FedEx office, I sent a message to them using the online chat. I provided the tracking number. Gave them my address. I asked them if the tracking number related to my address. They confirmed that it did not. I asked them to confirm that the tracking number had no relation to my eBay order. He again confirmed that it did not correspond with my address. I asked for confirmation to be sent to my email address. He said that wasn't possible. He said I could download a copy of the conversation. Before ending the chat, make sure to press the 3 dots beside the close button (taking care not to close the conversation). The option to print appears. I printed this and saved it as a pdf (print to pdf option).
I posted a screenshot of the main point on the pdf document (which showed the tracking number and the statement from FedEx that it wasn't anything to do with a delivery for my address. I had covered up my address with an editing app). I posted this with a message asking askebay, what were my possible options.
Following that eBay refused to accept this was evidence. They had claimed they would only accept a fail to deliver note. Taking it to askebay, as per your instructions was a game changer. I had someone on askebay direct message me and looked at the case more closely. They thanked me for having contacted FedEx, since they now wouldn't have to. They changed the appeal to favour me.
Thank you so much.
dsendeavors1
·2 years agoWow you are lucky - Or should I say due diligence pays too
jgotteach
·2 years agoThank you so much for this incredible information! I'm hoping you can help out with next steps in this complex case.
My young adult son is trying to get a total refund of approx. $325 from what we are convinced is a scammer. Previously he had two successful purchases of individual Pokemon cards from seller. Recently he made two more purchases of individual Pokemon cards from same seller who told him he mailed them together (packed in individual boxes and put in 7x7x7 carton weighing 1 lb 12 ounces. ) Son received "package delivered" notification, but was not received. Went to local post office where local Postmaster told us tracked label was for a different address in same zip code but for an envelope weighing 10 oz. She wouldn't tell us where it was delivered but gave us a written document stating this information. I also called 800 number Postal Inspector who told us the same thing.
Seller expressed upset that this would happen, said he would go to inquire at his post office, but he would definitely refund my son if package couldn't be found. A few days later he told son that he would have to refund money, but just needed some time to raise funds - single breadwinner in family, baby on the way, etc.
When my son opened cases on both purchases, seller messaged him, upset that son was now subjecting him to eBay penalties if he couldn't refund in 48 hours, how son had agreed to give him a little more time to pay, etc. Son felt bad and said he would look into closing cases, but when he did, he saw that he couldn't reopen them so he left them open.
Seller messaged him last week that he and his wife had budgeted and he would have $240 (approx) by last Friday and could "possibly" refund one purchase to son, but other purchase would have to wait until this Friday (approx $80) to send the following week and would this be okay. He then sent separate message asking if son had closed cases.
Son didn't reply for a few days as I did some research and found your very helpful post.
We then discovered another trick seller had played. Son was reading all eBay messages on phone. When we looked at son's account on eBay website we discovered seller had sent all messages in a thread attached to a previous fulfilled sale. In other words, there was no record of all of these messages linked to actual open cases.
So son messaged seller through both open cases, restating what seller had agreed to. Informed seller he wouldn't close cases since he had learned they couldn't be reopened. Also asked seller why he had sent all messages through other fulfilled sale where eBay couldn't see them. Son then included the order number where all message could be found and told seller he had a screen video recording of their full message conversations. (Unfortunately, the conversation we saw in son's account on website did not included every single message and reply. Key messages were missing! Fortunately, son's phone screenshot video from his eBay app clearly showed all messages in conversation, including seller asking son to close open cases.)
Your advice is the best and most comprehensive I have found so I am hoping you can give further advice. We want to be mindful of timelines. "Delivery date" was for May 8. Son opened "not delivered" cases with eBay on May 18th. Does the 30 day guarantee mean 30 calendar days after May 8th? I read about a "21 business day" deadline for open cases.
In yesterday's message to seller, son requested the $240 refund be sent immediately since seller said he had it last Friday. He requested the $80 refund by refunded this Friday at the latest, since that's when seller said he had funds for that (although seller had send maybe send out the following week.)
We have heard nothing back from seller who up til now has been in regular communication.
Should son go through his open case and just "ask eBay to step in". Will he be able to provide essential evidence which includes: letter from USPS Postmaster, information about how messages are linked to a fulfilled purchase and not on open cases except yesterday's message, and son's iPhone screen video that captured all of the messages including ones not showing up on website in which seller asks son to close cases. Will it be automatically denied, just because it shows as "delivered" and then we go to appeal?
Or should we try to go straight to eBay for business messaging to try to reach a real person so we can provide all supporting evidence.
Should I contact our credit card company right away, or will that mess up the eBay request for intervention? He used bank credit card, not PayPal.
Thank you so much for being so willing to share your expertise. This experience has been stressful and disheartening. This is a lot of money for my son.
P.S. Seller's ratings look strong. He has 140 written feedback posts. Most for smaller purchases that went fine like the first two purchases son made. But one negative post described seller sending a broken item (that wasn't even what was ordered) , saying he would give refund, and then did lots of delay tactics until time limits on making claims expired. We believe this is what is happening now.
jgotteach
·2 years agoI posted a reply to your earlier. I don't know if you'll see either message, but I wanted to thank you for this stellar advice.
Seller is so devious we didn't even get a change to ask eBay to step in. Gave him several days to refund (since he pleaded poverty - baby on the way, etc.. He messaged that he would refund ASAP but did nothing. Finally gave him ultimatum - refund or will ask eBay to step in. He responded the next morning he had requested refunds. 1/2 hour later we got messages that eBay had closed both cases because seller provided proof of delivery.
Thanks to your post, we went through eBay for Business on FB. Sent detailed info about everything that had happened, letter from USPS Postmaster and screen shots of seller pleading poverty, promising to refund on specific dates. Also screen shots of seller requested son close the open cases. These screen shots were necessary since we discovered seller was messaging through a previous fulfilled sale in an effort to hide communication from eBay if they investigated.
Anyway, thanks so much again. It was reassuring and shocking to learn how common this scam is. I wish there was a way your post could be pinned to the top of every thread about how appeal a case with eBay.
dsendeavors1
·2 years agoYes your statement is so true this is a common scam - But why is ebay not resolving it by simply checking where the package went!!! The earlier agents were doing their due diligence, new ones are not!
dsendeavors1
·2 years agoThanks for taking time and excellent detailed response.
I had opened a case and they rejected my claim and I appealed and got the full tracking information from FedEx and the person who worked on my appeal rejected the appeal - All these idiots are seeing is tht item got delivered to my City and Zip(Never bothered to check the full address, forget not bothering to do their due diligence!!! the did not even look at the whole tracking information I had provided for the order!!!
Next after commenting here I called them(which is kind of impossible to get through with them) The agent who picked the phone looked at things the same way and told me she cannot do anything seller provided a tracking info and it shows delivered. I literally begged that IDIOT to transfer me to her Superior. The Supervisor started with same tune... I again told her I have been top rated seller on ebay for years have purchased 1000s of items and no bad track record, next she got a change of heart and looked at the detail and she mentioned they would look into this and provide me with the refund!
EBAY needs to stop hiring IDIOTS!!!! I love eBay and dont want a sad demise of it!!!!
But if I with decade plus of experience had to take so much trouble getting my money back and almost lost what would happen to some busy and inexperienced buyer? It is all because the ebay IDIOTS I mean ebay agents would not do their due diligence!!!!
correus
·2 years agoWhat happens if you can't find an "appeal button"?
Following is the link to my issue.
https://community.ebay.com/t5/Ask-a-Mentor/Refund-denied-even-though-item-never-arrived-and-seller-account/m-p/34545953#M706032
cpd448
·2 years agoHere’s the fun part, where eBay directly influences purchases through false or misleading feedback: they remove the item after the sale, thus feedback cannot be left to warn others. They are directly preventing us from notifying other buyers of scams. I will get the USPS to give me written confirmation that tracking number was not addressed to me. I’ll also contact our state Attorney General’s Office and IC3 to document the activity.
carlmarxx
·1 year agoI had seller that uploaded another buyers tracking number to item I bought . the other buyer lives in the same city . I called up the USPS about tracking showing delivered ,when I didn't have it . That is when USPS supervisor told me it was another persons package . I was told they had photo shot of package and full eternal system tracking scan information. which the rep offered me all documents and had a employee right way delivered to my mail box . So I had a call back from ebay the rep opened the INR right way and sent me a email to upload the documents for INR case which was found in my favor 2 days later . the seller was a odd ball from Israeli that has employee here in California that fill's and ship's the orders . Because the system showed delivered but to the other buyer ,the seller got none positive feedback removed . . Ebay knew very well that tracking wasn't mine yet didn't stop the removal of the feedback.
wastingtime101
·2 years agoYou need to get documentation from USPS that the package was not addressed to you. It doesn't have to say where it was delivered, just that it was not addressed to [your address].
Get that document then take a photo and upload it to eBay CS on social - send a DM to eBay on twitter or facebook and ask to file an appeal based on the info from USPS confirming the "same zip code scam."
justinbac1980
·2 years agoI appealed before I had proof on picture or paper and eBay closed appeal out. I thought they would check into it and find easy truth. But no, eBay doesn't take any time to do anything for safety of consumers. Seller protection.
vintagejune
·2 years agoYeah, I think that's what's happening to me. I did get to speak to someone the other day who was going to attempt a new appeal with the current information, but I haven't heard back from anyone.
harborbenton
·1 year agoYes. Ebay seems to be all automated and do not care about customers. When you start asking around, you find out how many times this scam has been pulled. I posted negative feedback on the page of the Sller who scammed me, and it was erased by someone, and the info said all Feedback was 100% poisitve. I'm done with Ebay
carlmarxx
·1 year agoI have said the member has to be fighter protecting their selling or buying rights . Currently Orange Butterball 45/47 order shut down of consumer protection department ,wanting to go back to buyer beware of the old days .