Unable to escalate return - Bought and return shipped item that seller has not refunded yet

[magnew0]

Hi, I purchased a keyboard/mouse combo for $226 back in January (1/28). I waited over a week and didn't get any notification that the order was shipped. During the week of 1/30, I attempted to cancel the order as it had not shipped yet. The only option that was apparent to me was to begin a return. However this did not work. I did not realize that this is not the right way to do it, and I had to cancel the return request. I also messaged the seller detailing all of this on 2/1, and stated that I simply wanted the order cancelled as it had not shipped yet. I did not get a response from the seller, and the item shipped on 2/8, a week after requesting a cancellation. 

I decided to let that slide and to try it out. After I used it for a few hours, I ended up not really liking it anyway, so I really wanted to return it. Here's where my real problem begins: because I attempted to cancel the order via the return process, I was unable to do anything else with the return. There is no option to re-open, or escalate here. My only recourse (so far) is to message the seller.

So I reached out to the seller again on 2/10, re-explaining the situation. They finally responded and provided an address to return the order to. I shipped the return on 2/14, and sent a message to the seller with the tracking number. USPS confirmed delivery on 2/16. I waited almost two weeks, but I had not gotten a refund, or a response from the seller. So I sent the seller another message on 2/28 re-stating that I had sent the package via USPS and provided the tracking number, that it was delivered, and asked again for a refund for the item. I still have not gotten a response from the seller, and sent another message today, 3/15. 

What am I supposed to do here? I'm grasping at straws. This account is pretty big and has a spotless record of over 13000 reviews. Today I finally broke and got really upset that this is still happening, and left a 1 star review, because frankly this is unacceptable and warrants a 1 star review. I am the only negative review on this seller's profile. I feel like this is the only way to get the seller's attention. I also feel a little hopeless and that my $200 is gone since I technically messed up the order. I know Ebay can be not kind in these situations so here I am. 

[stainlessenginecovers]

You get one shot at a 'return'. You needed to have opened a Not Received case, 1 day after the LAST estimated delivery date. Since you waited, received the item- you cannot open another return and you definitely should NOT 'ship' anything back without a return in the system. 

At this time, you are at the mercy of that seller. 

You can try contacting ebay on facebook (ebay for business)- leave a 'message' and wait for them to send a link for you to sign in so they can see your account (can take hours)

[mudshark61369]

@magnew0,

Stainless... is right.  Because you opened a return you lost your other ebay money back guarantee (MBG) protections.  Even if you had not done that, returning an item because you did not like it is a buyer's remorse return and you would have had to pay the return shipping cost. 

You should be able to contact ebay through their Twitter or Facebook social media pages (links below)  You will need to provide the seller's username and the 12 digit ebay item number. If you have saved your postal receipt, scan it or take a clear photo of it to add to the message.  Basically tell the rep that you did open a cancellation, because of the lack of shipping movement.  Then that you contacted the seller after receiving the item about a return.  Ask the rep to review the messages you and the seller exchanged, including the one where you sent them the tracking number.  Give them your real name and username and your ebay email address in case they need to contact you.  You may also want to take a screen shot of the USPS tracking information and add it to the message as well.

https://twitter.com/askebay

https://www.facebook.com/eBayForBusiness

[xadexane]

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@magnew0 wrote:

They finally responded and provided an address to return the order to. I shipped the return on 2/14, and sent a message to the seller with the tracking number.

USPS confirmed delivery on 2/16. I waited almost two weeks, but I had not gotten a refund, or a response from the seller.

So I sent the seller another message on 2/28 re-stating that I had sent the package via USPS and provided the tracking number, that it was delivered, and asked again for a refund for the item. I still have not gotten a response from the seller, and sent another message today, 3/15. 

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I, too, don't know how eBay works @magnew0 so I'll fabricate misinformation as best I can. But I would guess you already know that barking up the eBay tree for a refund is a fool's errand, as your return closed long ago.

Instead, you don't need a defective or not as described reason to file a Credit Not Processed chargeback with your card issuer, if that's how you must bleed the $226, by simply providing

1. proof the seller "provided an address to return the order to" and

2. your "USPS confirmed delivery on 2/16" return tracking.

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.

Otherwise, provide the same proof with a dispute here at PayPal, again if that's how you paid, then upload your return tracking number when PayPal tells you to return the item.

[magnew0]

Thanks for the replies, I figured as much. Awesome. I mean I get that people commit fraud on this platform by exploiting things like this, but this is just ridiculous. I didn't realize that I forfeited my rights by using a flawed process. I'll give the social media posts a try, I guess.

[house*of*paws]

Hi @magnew0 

I checked the listing … and the Description clearly states that the seller ships in 3 BUSINESS days.

You complained to the seller  before the item was expected to ship … and then seemed to push whatever buttons were available to undo what was an on-track transaction.

You already know how to get refunded.  I just wanted to recommend you calm down and stop ruining sellers’ reputations because you didn’t read the shipping details.  

[magnew0]

Well to be fair, it took the seller 8 business days to ship. I complained on business day 3. I'm not sure why they didn't reply in the 5 business days in between, but they clearly did not meet that. Nor acknowledge my message.

This has almost nothing to do with shipping details. The problem is that this seller neglected to reply to me after multiple attempts to contact them.  And continued to for over a month after I sent them the return. The ancillary problem is that (despite what you believe) I don't actually know how to get refunded in this situation, and that I misunderstood the returns section as being able to cancel an order. That was my mistake, definitely wont be doing that again.

I left a bad review because I had a bad, maybe even terrible experience. I didn't do it because I was upset this guy didn't ship in time. I did it because I was upset about not getting a return for an item that was confirmed as delivered a month ago. Which, that seemed to work - they have finally gotten back to me and issued the return. I only made this post because it seemed like they were never going to get back to me.

[magnew0]

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I, too, don't know how eBay works @magnew0 so I'll fabricate misinformation as best I can. But I would guess you already know that barking up the eBay tree for a refund is a fool's errand, as your return closed long ago.

Is this a joke? Because everything else is really helpful! And hopefully true. Fortunately I don't have to pursue that since they finally issued the refund. But I will definitely keep this in my back pocket if it happens again.

[house*of*paws]

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@magnew0 wrote:

Well to be fair, it took the seller 8 business days to ship. I complained on business day 3. I'm not sure why they didn't reply in the 5 business days in between, but they clearly did not meet that. Nor acknowledge my message.

This has almost nothing to do with shipping details. The problem is that this seller neglected to reply to me after multiple attempts to contact them.  And continued to for over a month after I sent them the return. The ancillary problem is that (despite what you believe) I don't actually know how to get refunded in this situation, and that I misunderstood the returns section as being able to cancel an order. That was my mistake, definitely wont be doing that again.

I left a bad review because I had a bad, maybe even terrible experience. I didn't do it because I was upset this guy didn't ship in time. I did it because I was upset about not getting a return for an item that was confirmed as delivered a month ago. Which, that seemed to work - they have finally gotten back to me and issued the return. I only made this post because it seemed like they were never going to get back to me.

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@magnew0 

According to the dates you provided … you purchased the item in a Friday , and requested a refund on Tuesday … which is 1-2 business days later (depending on times of day).

Do you not think that might have confused things and caused a shipping delay?

I’m a buyer only.  I’m glad you received your refund … but I don’t believe the seller deserves the negative feedback because of all your confusing communications.  [NOBODY gets to have 13000 successful transactions on eBay by cheating IMHO.]

[magnew0]

1/28/23 was a Saturday, I didn't give the date for my cancellation attempt but that was the following Wednesday, 2/1. That's business day 3. Which is still before the stated shipping window, I understand. 

No, I don't think what I did confused things. I'm not sure what you mean by confusing communications. I was very clear and polite in the messages I sent to the seller. If that's true, why did 5 more business days go by before the item was shipped? And why didn't the seller reply to me asking for clarification? 

I'm also not sure why you're ignoring the fact that this seller failed to ship on time (almost 3x longer than stated, since that seems to matter to you), ignored my messages repeatedly, and only actually replied to me after I wrote a bad review. Which they then asked (more like told) me to revise, and I have. I just find it funny that even though my experience was actually terrible, you still feel like I'm out here trying to ruin people's selling accounts. 

[house*of*paws]

@magnew0 

A purchase made on a non-business day is considered to be made on the next business day ... which was Monday ... so you did contact the buyer 1-2 business days later.  [1 business day = 24 hours ... so 3 business days for an item ordered on Saturday would be Thursday.]

I'm a buyer only ... but have been volunteering on these boards for 17 years ... and have read probably millions of posts by both buyers and sellers.  I know what effect the type of frenzied, mixed communications you sent does to a seller.  I can assure you that the seller considered their experience with you 'terrible' as well.

You first wanted a cancellation before the item was due to ship ... and then filed a 'return request' with nothing to return ... yet are still blaming the seller for the problem.  Sellers are NOT our (buyers') 'servants'.  They are equal to us in being eBay's customers.  They aren't required to respond to any communications. 

You started the problem by not allowing the seller to ship according to the terms that were in the listing at the time you purchased the item!  You jumped the gun ... but still want to blame the seller.

I'm glad you revised the feedback ... but sad that you felt you could only leave a neutral.