Demand Letter

[watchcollectororg]

eBay Inc. 

Subject: Demand for Refund of Return Shipping Cost for Case ID 531459XXXXC and Return ID 523465XXXX

Dear eBay,

I am writing to express my profound dissatisfaction with the handling of a transaction involving a "XXXXX" (Order Number: 14-09855-XXXXC) from the seller identified as “XXXX”.

Upon receiving the item, it was clear that the product was fraudulent and not as described. Adhering to the return process, the seller acknowledged the discrepancy and agreed to refund the return shipping cost. This is where the situation deteriorated.

According to eBay's instructions, due to the item's bulk, a typical return label couldn't be generated, and I was directed to arrange for return shipping independently. Importantly, I was assured by your representatives during multiple phone calls that this return shipping cost would be refunded.

Your representative Kayreen, on April 20, 2023, wrote: "I was able to find out that the return shipping cost was not indeed refunded. For this reason, I have filed a Manual Refund Correction Request for you and requested our Financial Team to process the refund back to your account."

Sherylyn D. subsequently confirmed this by saying, "Manual Refund usually takes With at least 7-10 days for this to be completed. Once approved you’ll receive a notification that the money was processed. No worries I will personally make a follow up on this request." Every interaction with your representatives assured me that the refund would be processed.

Contrary to these promises, I was later informed by Mary N., another member of your Customer Support team, that the refund request was declined because eBay "doesn't refund return shipping costs."

In light of these events, it is evident that the misleading communication from your customer service team and the flaw in eBay's return system resulted in an unnecessary out-of-pocket expense of $120 for return shipping. This expense was incurred solely based on the instructions and assurances given by your representatives.

I understand that eBay's general policy might not cover return shipping costs. However, this is a unique situation where eBay's system limitations and inconsistent customer service communication have led to an unjust financial loss.

I demand a full refund of the return shipping cost, which amounts to $120. If my request is not met satisfactorily, I am prepared to escalate this issue to consumer protection agencies, publicize this matter within the eBay community, and consider all available legal remedies.

I trust that eBay values its commitment to customer service and will promptly address this situation.

Sincerely,

BUYER

[mtgraves7984]

@watchcollectororg 

Sorry to tell you, but no eBay personnel are here. You're in a public forum made up of buyers and sellers. 

[kensgiftshop]

As usual, CS giving out bad information.

Sorry, if the seller was to pay return shipping, you get the money upfront.

If you paid to return it, you won't get that refunded.

[watchcollectororg]

Yes, I know. But I’ve already appealed the decision, and there’s no method for appealing again.

I was also on with customer support, and they wouldn’t provide me with an address to file my demand letter, so I posted here and sent them the link.

I consider them now ‘served’, and this is step 1 of my newfound public awareness campaign, that I promised in my letter 🙂

[ms.rodriguez*]

Are you going to sue Ebay?  You can't .  You agreed to not sue ebay when you joined Ebay.  If a lawyer takes your case, he is doing it only because he is a bad lawyer and just wants to get paid. He knows that he can't sue ebay.  Sorry that your situation did not end well for you.

[kathiec]

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@watchcollectororg wrote:

Yes, I know. But I’ve already appealed the decision, and there’s no method for appealing again.

I was also on with customer support, and they wouldn’t provide me with an address to file my demand letter, so I posted here and sent them the link.

I consider them now ‘served’, and this is step 1 of my newfound public awareness campaign, that I promised in my letter 🙂

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If this is your first step it's a pretty meager one. This isn't a heavily trafficked forum. So far your post has had a whopping 92 views. Keep in mind that's views, not individuals, so the number is inflated when someone views it more than once.

I know that right now you're filled with righteous indignation, but what you're going to discover is very few people are going to join you in it. The consumer protection agencies will file it away, never to be seen again, publicizing within the eBay community will garner a heartfelt "sorry this happened to you" but not much else, and, per the eBay user agreement, your legal remedy is arbitration. 

[kensgiftshop]

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@watchcollectororg wrote:

Yes, I know. But I’ve already appealed the decision, and there’s no method for appealing again.

I was also on with customer support, and they wouldn’t provide me with an address to file my demand letter, so I posted here and sent them the link.

I consider them now ‘served’, and this is step 1 of my newfound public awareness campaign, that I promised in my letter 🙂

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If you get a letter to Ebay, I know where it'll be filed.

Ebay isn't go to see your letter here, we're just buyers and sellers.

You can Google their address.

[bonjourami]

Did you file an actual item not as described case? If, due to the items bulk, the seller couldnt provide a return label, he would have been responsible to send you the funds per PP to return the item. If he did not, on the fourth day you ask Ebay to step in. You would have been refunded without having to return the item.Ebay never reimburses a buyer for return shipping, after the fact.

[stainlessenginecovers]

EVEN if eBay were here to 'see' your post; you filling all the important information with XXXXX helps you 0.00%. 

Amazing. 

[fab_finds4u]

eBay is not going to refund more than you paid eBay. Your original payment is the max you'll receive.

[reallynicestamps]

But of course, it's more fun to make up your system than to learn what the existing system is.

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

[watchcollectororg]

Hey folks,

Thank you for your opinions.  

A couple notes:

1.) as far as anyone from eBay actually reading this demand letter, the customer service representative, with whom I was speaking with, read it and forwarded in the escalation of the case.  

2.) as far as what I did, and how I did it, I did everything the way I was instructed via email and verbally and then confirmed what I did was correct both verbally and written.  

3.) the reason why ebay likely has been vocal about refund shipping, is because both their customer service and their online messaging are CAUSING the problem.  

note this is no different than how eBay wants everyone to use their ai photo retoucher, to remove backgrounds and ‘clean up’ the image, but then wonders why they are getting complaints from consumers that the watches they purchased was not as described and all beat up.  

Again, that is not a consumer issue, it is THEIR issue, and they CAUSE their own problems, then FORCES the solution on you.  In the case of watches over $10k they now force you to offer a 7 day escrow services, even if you don’t want to and have a no return policy.  

4.) Lastly, when a consumer is wronged by a huge corporation, the last thing a person should do is go out without a fight.  Instead, I’d argue that you should cause them as much distress as possible, so they acknowledge that they have an internal issue they need to fix before they get more people causing issues. 

In this case, I’m arguing they don’t really have a ‘guarantee’.  I was owed a refund from the buyer, and they have no ability to do anything.  In other words, there is no guarantee.  There are simply internal policies that are supposed to protect the users.  But if something is in conflict, then there is no ‘guarantee’ because there is no enforcement.  

And in cases like this, the company should step in and say it’s more important that our customers don’t get screwed in fraudulent sales, than our normal policy, which failed because of incorrect site messaging that was reinforced by customer service.  

[myangelandmyprincess]

2) while they may say it was correct it wasn't...case in point on what you can't get the money back.  If it occurs again you would need to get the shipping upfront. 

[aproudparent2010]

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@watchcollectororg wrote:

Yes, I know. But I’ve already appealed the decision, and there’s no method for appealing again.

I was also on with customer support, and they wouldn’t provide me with an address to file my demand letter, so I posted here and sent them the link.

I consider them now ‘served’, and this is step 1 of my newfound public awareness campaign, that I promised in my letter 🙂

Who wants to tell them??? When you signed up for an eBay account you agreed to their user agreement.....didn't read it did you? Just clicked the little agree box right? Well you agreed that you cannot ever sue eBay...are you surprised??

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[downunder-61]

Any first year day legal student will tell you that had you followed the procedure outlined in the MBG, that eBay has very successfully covered their A$$ in this case.

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