How to appeal a refund case refusal?

[ednov]

So Im really mad right now cause after several weeks my refund case has been refused by ebay. Very short abrupt sentence saying Im not getting a refund & case closed. So Ive lost my payment & the product which i returned (but only had proof of posting & not tracking cause the company kept refusing my requests for a return label then told me to pay it myself & theyd pay it back).

But when I click the appeal link it just goes round in circles back to my case details. There doesnt seem to be an actual appeal form of any kind. Am I supposed to contact them separately and explain it all afresh? That seems annoying especially as they now seem to only have a PHONE option to contact them. which is ridiculous in 2019. They must be trying to deter any complaints cause they know full well many will not bother to make a phone call. Its an effort especially with taht annoying automated questions system that drives you insane before you hopefully get through to a human being.

Also it seems that a negative feedback I left them weeks ago is also not there anymoe. A feedback they tried to bribe me into revising with cash. But as I hadnt been refunded it was impossible for me to accept. Do the negative feedbacks get deleted if a refund case is denied? That seems unfair cause thats still MY FEEDBACK and how I genuinely feel.

So yeah, this company seems to have won alround and I feel like they knew how to play the system. I actually sent them proof of posting receipt and they refunded just the postage to my paypal next day. I assumed that meant theyd received the product back but they never acknowledged receiving it back.

[fashions4passionint]

Was this a buyer remorse return?  As in you changed your mind and no longer needed the item?

Did you return item with tracking that shows the seller received the item?

[bonjourami]

With no tracking to prove delivery back to the seller, the buyer will lose the case, an appeal is not going to change anything. And your feedback was removed because you lost the case.

[ednov]

No it was a phone sent without a battery. Couldnt even turn it on. I didnt pay for tracking cause I had to pay out my own pocket. There was a huge mess regards me being issued a returns label by ebay and the seller ended up saying I should send it back myself and they would pay me the postage back. I didnt trust they would at this point so I didnt wanna pay big amount. I thought a proof of posting would be ok. I did send them a photo of that receipt and next day they refunded the POSTAGE amount into my paypal. I assumed that was an indication they had received the phone back. But they never acknowledged receiving it. And cause I couldnt give ebay tracking details it seems they have just closed the case.

[bonjourami]

Proof of shipping, and proof of delivery are two different things. Only proof of delivery is accepted by PP or Ebay.

[ednov]

Well I dont have tracking but I did send them a proof of posting receipt which the seller acknowledged and refunded costs for. Plus Miss ebay customer service lady saw that photo receipt looking at my email files and she was acting like that was sufficient proof of returning & led me to believe I would get refunded eventually. I dont know what my feedback has to do with me losing the case either. My feedback was to do with my experience dealing with their horrible customer services who dragged it out weeks and never sent me return label. That experience still stands regardless of whether ebay doesnt get proof of sending it back. Seems the seller has gotten it all their way and I get left with all the losses. Not even allowed my honest feedback. which they deserved for how they handle return requests. Its a dishonest system. Seems they really knew how to play it cause back when I informed them ebay were asking me if I wanted to escalate the claim they contacted ebay before me to pre-empt that next strike. Suddenly ebay were demanding I return the item. Which Id already done.

[head-853]

If a buyer loses a case, feedback is removed.
No proof of delivery=no refund.
Unless your seller was overseas, there was no reason that they couldn't issue a return label to you.

[fashunu4eeuh]

This is an important question: Did you open a Not As Described case, invoking the Money Back Guarantee? That is what needed to happen. The seller was stringing you along, biding his time until it was too late for eBay's intervention. But the Not As Described case had to happen. If that is what you did, and the seller did not provide a return shipping label, this should have all gone your way and i would contact eBay with the fact the seller failed to provide the return label. I know it is a pain and that you have talked to them already, but if you could let me know about whether or not you had a NAD case, we might be able to still help you.

This isn't over yet. You have the right to seek satisfaction with PayPal and open a Not As Described case with them. There is also your credit card company, if you used that as payment, that could do a charge-back to get your money refunded. Don't lose hope yet.

[davidrollohayman]

Also can not contact EBAY site sends you back to the beginning again so no contact with EBAY. My compaint is as follows:
To whom it may concern
I paid with my visa card not by PAYPAL I want the money put back to my visa card why is EBAY so complicated?
You say you paid me back, and I quote: "We've issued a refund of $ 148.11 back to the original funding source you used to purchase this item. Please allow 48 hours for it to process." Now Paypal says and I quote: "eBay ruled in your favor in your dispute case, and a full refund of $67.77 USD was sent to your PayPal account for your purchase from Pitney Bowes, Inc. It may take 3-5 business days to receive the refund in your account. eBay will then consider the dispute closed."
Why am I only getting about half that I paid this needs to be resolved very quickly.
Yours Sincerely

[fashunu4eeuh]

Hi, @davidrollohayman 

So sorry this happened to you. You might want to start your own thread rather than tacking onto this one. Then everyone can give it their full attention. as it deserves. Please include the transaction number as it might help. Also, this is not eBay, but eBay buyers and sellers peer-to-peer forum. To reach eBay customer service, you'll have to call. Best of luck to you.

[7606dennis]

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@ednov wrote:

No it was a phone sent without a battery. Couldnt even turn it on. I didnt pay for tracking cause I had to pay out my own pocket. There was a huge mess regards me being issued a returns label by ebay and the seller ended up saying I should send it back myself and they would pay me the postage back. I didnt trust they would at this point so I didnt wanna pay big amount. I thought a proof of posting would be ok. I did send them a photo of that receipt and next day they refunded the POSTAGE amount into my paypal. I assumed that was an indication they had received the phone back. But they never acknowledged receiving it. And cause I couldnt give ebay tracking details it seems they have just closed the case.

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It appears that you lost the case because you failed to follow the proper procedure.  Since you didn't use tracking on the return, it is not likely that any sort of appeal would be of use to you.

My suggestion is to review the MBG before making any other purchases.  

[myangelandmyprincess]

You don't have to pay shipping upfront on an item not as described case.  In a domestic transaction a label should be provided through the care.  I'm guessing this was international  If this happens again you let the seller know how much returning is with tracking and request that money be provided BEFORE paying for it.  If the seller doesn't provide the funds eBay will close the case in your favor without requiring a return 

[francisco27696francisco]

Solo dan guias pero no indican el procedimiento, en mi caso fue que devolvi el articulo, el vendedor se aprovecho del plazo para entrega, lo recibio y no pago, Ebay dijo caso cerrado porque no devolvi a tiempo como si fuera yo la empresa de transporte, y no resuleven nada. Gracias

[myangelandmyprincess]

debe devolverlo dentro de los cinco días posteriores a la aceptación de la devolución. no lo consideran responsable por el tiempo de transporte en sí. qué tan rápido lo envías.

[ednov]

It was a UK seller and a big seller of phones not some small guy. I opened a not as described case cause the battery was missing. Next day I received this reply from ebay:

Seller XXX let us know that they can't buy a return postage label for you to return Microsoft XXXX - (EE) - Black - (Windows) - Mobile Smartphone - Handset.

The seller is responsible for return postage costs, so contact them to arrange return postage.

So thats where it started to get messy. I then kept emailing them for a label but got generic replies like do you want to return the item if so ebay will give you a label. But ebay had told me they couldnt. It was like we were not on the same page. The seller didnt even seem aware a case was opened already & didnt understand why ebay had not sent a label. So they mentioned me sending it back myself and them paying me the postage costs. They said nothing about tracking. So thats what I did on 16th sept I posted it back at my own expense & just got proof of posting. A week later I had heard nothing still so emailed them to say Id sent it back & included picture of receipt. Next day I saw they had refunded the postsge cost on the receipt to my paypal. I took that as them having received the item back. But still no refund for the item. Since then I didnt hear from them again. Just ebay pushing me to return the item or the case will be closed. Seems they had given up communicating with me and were just pushing ebay to deal with it. Probably knowing they would win now cause my receipt wasnt tracked.

Incidentally 3 days after I posted the item back I got a message from them offering me £5 to revise my negative feedback(which I had left cause of all the exhausting back/forth trying to simply get a label from them). I replied I would accept that offer(duh) once the refund issue was resolved. I heard nothing else about it.

I feel I have a case cause I didnt get sent a return label by the ebay system. I still dont understand why. The seller doesnt understand why it seems. Maybe this seller has sneaky ways to avoid labels being sent out. But all the emails are there for ebay to read and its clear I didnt get any label for some reason. That would have had tracking.