Where do I go to resolve an illegal chargeback which was performed by the eBay customer service ?

[evrieze]

I landed on the page https://www.ebay.com/help/policies/false-reports-policy-violations/false-reports-policy-violations?i...

which is close to the problem I'm trying to resolve. It is partly a matter that originates from a case that a buyer filed. A case where the buyer claimed that he had received non-authentic products from me and he issued a SNAD complaint. The successive steps taken by the eBay customer support team eventually lead to a chargeback to the buyer. An erronous decision as the products were not SNAD, and the buyer's claim was unfounded.

So I have tried to make the eBay customer service team aware of the faults that they made. In vain, and I discovered that eBay customer service in buyer's country (Germany) is unreasonable stubborn, disregards all arguments, violates the declared regulations for buyer protection from both eBay and Paypal, and refuses to consider the messages and explanation exchanged in the case. Further, I would expect some kind of assistance from the eBay customer support team in my country (the Netherlands). But they tactically stepped aside and simply forward all protests and messages to the german department.

The way that the eBay customer service department operated in this case demonstrated that there are some fundamental shortcomings in their codes of practise. And while surfing the eBay community and other message boards I discovered that I am not the only one who has been damaged due to the generous buyer protection policy.

The events that I can report so far are :

1) In the discussion with the buyer I have posted a picture showing that products from the same batch are authentic.

2) I did not and do not allow the return of purchased products. The object page on eBay ( https://www.ebay.nl/itm/232737494190) specifies this return policy.

3) It was obvious that the eBay customer service did not evaluate or even look at the arguments posted in the case.

4) The eBay customer service granted the buyer's claim without mentioning a clarification or justification for that decision.

5) The eBay customer service disregarded the exceptions mentioned in the Paypal buyers protection statement saying that a case cannot be opened by a buyer when the reason for the complaint is that the purchased products do not fulfill the buyer's expections, but do match and comply with the object description. This situation is applicable.

6) The eBay customer service ignored the Return polcy terms defined by seller stating that the shipped goods cannot be returned. They also ignored my reconfirmation hereof when they asked permission for the return.

7) When the supplied goods when then shipped I refused to accept them, as announced prior to the shipment. The package was then returned to the buyer.

😎 The eBay customer service then performed the Paypal chargeback, knowing that the supplied articles still were in the posession of the buyer.

9) I have objected against the illegal chargeback and claimed to rectify it several times to the dutch and german eBay customer service teams AND Paypal, but without a settlement until yesterday ( 5. September 2018 ).

10 ) The exact same product type from the same batch was also bought by and shipped to other eBay members who have all left a positive feedback, and confirmed that the product is as described.

What can I do next to get the money that belongs to me ?

[evrieze]

I landed on the page https://www.ebay.com/help/policies/false-reports-policy-violations/false-reports-policy-violations?i...

which is close to the problem I'm trying to resolve. It is partly a matter that originates from a case that a buyer filed. A case where the buyer claimed that he had received non-authentic products from me and he issued a SNAD complaint. The successive steps taken by the eBay customer support team eventually lead to a chargeback to the buyer. An erronous decision as the products were not SNAD, and the buyer's claim was unfounded.

So I have tried to make the eBay customer service team aware of the faults that they made. In vain, and I discovered that eBay customer service in buyer's country (Germany) is unreasonable stubborn, disregards all arguments, violates the declared regulations for buyer protection from both eBay and Paypal, and refuses to consider the messages and explanation exchanged in the case. Further, I would expect some kind of assistance from the eBay customer support team in my country (the Netherlands). But they tactically stepped aside and simply forward all protests and messages to the german department.

The way that the eBay customer service department operated in this case demonstrated that there are some fundamental shortcomings in their codes of practise. And while surfing the eBay community and other message boards I discovered that I am not the only one who has been damaged due to the generous buyer protection policy.

The events that I can report so far are :

1) In the discussion with the buyer I have posted a picture showing that products from the same batch are authentic.

2) I did not and do not allow the return of purchased products. The object page on eBay ( https://www.ebay.nl/itm/232737494190) specifies this return policy.

3) It was obvious that the eBay customer service did not evaluate or even look at the arguments posted in the case.

4) The eBay customer service granted the buyer's claim without mentioning a clarification or justification for that decision.

5) The eBay customer service disregarded the exceptions mentioned in the Paypal buyers protection statement saying that a case cannot be opened by a buyer when the reason for the complaint is that the purchased products do not fulfill the buyer's expections, but do match and comply with the object description. This situation is applicable.

6) The eBay customer service ignored the Return polcy terms defined by seller stating that the shipped goods cannot be returned. They also ignored my reconfirmation hereof when they asked permission for the return.

7) When the supplied goods when then shipped I refused to accept them, as announced prior to the shipment. The package was then returned to the buyer.

😎 The eBay customer service then performed the Paypal chargeback, knowing that the supplied articles still were in the posession of the buyer.

9) I have objected against the illegal chargeback and claimed to rectify it several times to the dutch and german eBay customer service teams AND Paypal, but without a settlement until yesterday ( 5. September 2018 ).

10 ) The exact same product type from the same batch was also bought by and shipped to other eBay members who have all left a positive feedback, and confirmed that the product is as described.

What can I do next to get the money that belongs to me ?