Returned item still in transit, return request and appeal closed before delivery

[poohlboi]

Hi all,

I'm the buyer in this situation.  I wanted to return an item that was not as described and the seller agreed to process the return.  I opted to use a multi-carrier shipping service to save on my return shipping costs as the item will be sent internationally.  The first carrier shipped my item using one tracking number and this was marked "delivered" to the hand-off location where it would receive a new tracking number from another carrier.  After seeing the item was delivered, but clearly not to the seller's final delivery address, the seller reported this fact to eBay and my return was closed without refund.

I appealed the decision, disclosed that the multi-carrier service would have multiple tracking numbers over time, and provided updated tracking info showing the item is still in transit.  eBay just notified me that my appeal was closed without a change in decision.

I'm anticipating the seller receiving the item as promised several days from now so they can relist.  Meanwhile, they also get to keep my money and I am out the cost of return shipping.

I do not see an option to appeal and appeal... Has anybody ever contacted eBay directly to resolve a situation like this as a buyer?

Thank you!

[kensgiftshop]

If it was not as described, why did you pay the return shipping?

[stainlessenginecovers]

You get one shot at an appeal. Sounds like you used it and lost. Nothing more can be done. As stated, seller should have provided you with a shipping label for a 'not as described' return- then it would be on the seller. Since you shipped on your own, and shipping to many international countries are 'iffy' with tracking and multi handlers, it's a chance you took. 

Again, the most important part was at the beginning where seller should have supplied you with a return label or refunded you. 

[bonanza125]

"I do not see an option to appeal and appeal... Has anybody ever contacted eBay directly to resolve a situation like this as a buyer?"

Unfortunately due to the fact that the item returned states "delivered" to a different address the case would be closed in the sellers favor. You already appealed it and you lost which unfortunately that's how Ebay works it. They only go by what they see on tracking. If an item is returned and it was delivered to a different address then that is considered lost and you would lose.  If the seller were to have shipped the item to you and the tracking says the item was shipped to a different address the seller would have lost in that case. You would be wasting your time having Ebay calling you. There is a special department which deals in the case and appeals which is only online. Having Ebay call for direct conversation will result in them just trying to get you off the phone. 

[rseuqinh]

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@poohlboi wrote:

I'm anticipating the seller receiving the item as promised several days from now so they can relist.  Meanwhile, they also get to keep my money and I am out the cost of return shipping. 

Thank you!

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Your 2 remaining ways to get your refund, but not the cost of return shipping you self-paid @poohlboi is first with PayPal then (or only) with your card issuer.

File another return request here then when you're told to self-pay for the return shipping of the not-as-described item, upload the international tracking to get your refund.

Otherwise, file a CREDIT NOT PROCESSED chargeback with your card issuer to get your refund.

Why Would a Customer File a Chargeback With Reason Code “Credit Not Processed?”
“Credit Not Processed” chargebacks are filed by customers who have returned their purchase but did not receive a refund from the merchant.

[poohlboi]

Thanks, everyone, for the input.  To answer why I paid for return shipping myself, the seller claimed that their country prohibits them from purchasing a shipping label for an item located internationally.  They wanted my email address to send me money for a label that I would have to purchase.  I didn't feel safe conducting transactions outside of eBay and the associated paper trail of the return auth, so I didn't give out additional information to the seller...

I've since read that eBay would've allowed up to 30 days from an initial "case closed" decision to accept additional information/evidence of delivery.  I guess I should have put off the appeal until the item is actually delivered but, again, wasn't aware that I actually had 30 days to appeal and now realize I might have wasted this only chance to review my case.

It just stings quite a bit to lose >$100USD on this unpleasantness...

I may reach out to PayPal once the item is delivered to the seller as my final chance to get my money back.

From the experience, it seems some take-aways would be:

-  Don't appeal a "failed delivery" issue until you have actual confirmation of delivery, not just tracking updates.

-  Opt to work with sellers in your own country for more straight-forward return shipping options.

-  (maybe?) Agree to a seller offering to send money for shipping outside of eBay.

[bonjourami]

An international seller is supposed to Paypal you the funds for a return.Thats the way its done. If he does not, on the fourth day you ask Ebay to step in. You would have been refunded without having to return the item.

[poohlboi]

Thank you.  Was not aware of this.

[martin2001]

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From the experience, it seems some take-aways would be:

-  Don't appeal a "failed delivery" issue until you have actual confirmation of delivery, not just tracking updates.

-  Opt to work with sellers in your own country for more straight-forward return shipping options.

-  (maybe?) Agree to a seller offering to send money for shipping outside of eBay.

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- Give the seller only the tracking number of the "last mile" delivery shipping company.