A buyer returned an order with missing items. eBay did not respond to the problem report or emails

[clairclark]

I reported the missing items within the 2 day window and also responded to eBay emails that the order was incomplete. eBay closed the order and fully refunded it without ever responding to me. 

eBay customer service seems nonexistent. Does anyone know how to escalate these issues? 

[comics-scifi-collectibles]

@clairclark  I am sorry that this happened but there is no way to prove to eBay that your buyer didn't include all of the items.  eBay could think that maybe you didn't include the items to begin with.   There's no way to prove that you shipped what is shown on the listing.    It's a case of "she said he said"

This is how refunds work, talking to an agent won't change the policy>  

If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.  

The eBay Money Back Guarantee overrules your returns policy.   Your return policy only applies if the buyer files a buyer's remorse return:  Doesn't fit, changed mind, etc.  

If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.

If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:

https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&quer...

Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns.  The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.

Seller protection: 
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Sel...

[clairclark]

Hi Comics-scifi_collectibles,

Thanks for your answer. I took time-stamped photos of the order I shipped and of the return ... so it is provable. 

I was more distraught that eBay did not bother to respond to the problem report.  I think this might be a software logic glitch as much as it is a customer support avoidance strategy.

[comics-scifi-collectibles]

@clairclark. I'm sorry but ebay doesn't accept photos or video evidence of shipments.   The reason is a package could be altered after the photos were taken. 

Unfortunately all you can do is write the loss off on your taxes next year. 

This is why I recommend offering free returns as it provides you seller protection and allows you to reduce the refund amount by up to 50%.  Not great but better than a full refund when dealing with return abuse.  

[clairclark]

Hi Comics-scifi_collectibles, thanks again. No need to reply further.

My photos had timestamps so they couldn't be altered. I know the the "deal with the devil" is no customer support.

I'm disappointed, but not surprised by the non-working "report problem" option in the website and the lack of any response by the eBay.