I sold an item on Ebay and buyer opened up a return case stating that the item was "Not working properly" meanwhile providing no real proof of why the item was not working properly.
That's fine, I tried to decline the return after a support member told me I could if they didn't provide proof in their return reason. Of course, that was a lie and I wasn't able to decline the return.
I then provided a return label for the buyer and allowed them to ship the item back to me.
I saw that the item was marked as delivered by USPS yet I didn't receive any package on the time / day it was delivered. I was in the building at this time as well. I call Ebay and they told me to reach out to USPS to see what happened with this package. I did that and it took 5 ish days for them to get back to me and ebay support put the case on hold.
When they got back to me, a USPS district agent was able to pull a picture up of the package itself and told me over the phone that he can guarantee this package was not delivered to my address on the tracking I provided him, and instead was delivered to another address. He said there was another label on it told me he can guarantee that it wasn't delivered to the address I provided. He then sent me an email stating exactly that and proving that I am being scammed and the buyer didn't actually ship the item to me. He also told me that anyone who needs to be informed of this can call him directly and ask about it.
I called Ebay and told them that I have proof from a USPS agent stating that I didn't receive the package and it was routed to a different address, they took their notes down and then a few hours later I saw that the case was closed in my favor and I no longer had to refund the buyer.
Later that night I checked my email and the "Changed the outcome of the case" and instead have to refund the buyer again. I've been calling every morning trying to tell them to send me an email to where I can forward the email to proof authenticity of the email, I've been trying to tell them to reach out to the USPS agent and they have done NOTHING.
First an ebay agent told me that she was going to submit an appeal and yet when I called about 30 mins ago they told me "no appeal has been made". "Sorry for the mis-information". I got some email from an Ebay team member telling me to "Check with the neighbors" and report the package as stolen from the police. Basically providing me NO REAL SOLUTION. I sent back an email showing my proof as well as voice recordings of the USPS agent stating what he says in the email. No response and nothing back from Ebay as of this moment.
Yesterday a supervisor told me that they are going to "Manually reverse the refund and I won't have to refund the buyer anymore" but can't provide me with an email confirmation that that's actually going to happen. All they say is "it's gonna take 3 to 5 days for that to go through". Now the support I just spoke with tells me it's going to take 10 to 20 days for that to go through.
Meanwhile they can send me an email stating that I have an upcoming charge to my bank account yet they can't send me an email that what they are telling me on the phone is actually going to happen (i've been told things over and over by Ebay members just to tell me oh that was false information) So now I ask for an email to confirm what they are saying. My Ebay bank account is about to be charged and become negative while I have to wait for them to "manually reverse the refund" and give me NO email confirmation that this is actually going to occur.
This is UNBELIAVBLE. I have PROOF from the official USPS email and district member that this package was ROUTED TO ANOTHER ADDRESS. I've been calling every morning to get this resolved and they are doing nothing to help me and just telling me things on the phone to make me happy so I hang up yet I see no actual investigation being made.
1. Why have they not provided me with an email to forward my proof too?
2. Why did an ebay support member tell me they submitted an email or sent me an email that I would be able to email my appeal yet I got NOTHING. Then 3 days later "oh no appeal has been initiated"
3. Right now when I requested to speak with a supervisor the lady told me they "Denied it"
There shouldn't be a question as to what is happening here, the buyer has 1 star feedback and I have 300+. I have proof showing the buyer didn't even ship the item to my address and yet I'm still having to fight this case. How am I protected in this situation?
