Ebay closed lost item case because I did not use their return label

[fiftieschristmas]

I purchased a $250.00 charm bracelet on Ebay.   Upon receipt, 2 charms were broken.  I advised the seller, sent pics, and sent the package back.  The package got lost in the Houston Post Office.  I called Ebay & explained the problem.  I was told they were siding against me and closing the case because I did not use their return label.  I provided the tracking number to the seller and entered it on the return.  I do not use a computer.  I am disabled and have found using a cell phone is much easier for me.....thus I could not print a return label.  I am dismayed as I proved the bracelet was broken through photos.   I had explained that I do not use a computer to Ebay,  but they still stated rules are rules.  Wow.  Tracking number provided.  Proof of damage provided.  And still I get burned.  20 year Ebay user.  Wow.

[buyselljack2016]

Your issue is with USPS.

Go to them to collect the insurance on the $250 item.

You have no proof that anything was returned to the seller, so you can not prevail on the eBay side.

[monster-deals]

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@fiftieschristmas wrote:

Wow.  Tracking number provided.  Proof of damage provided.  And still I get burned.  20 year Ebay user.  Wow.

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Wow what?

You didn't get the item back to the seller. Everyone loses that, it isn't only you.

[fiftieschristmas]

Ebay stated they would have have sided with me as the piece was not as described but I did not use their label.

[donsdetour]

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@fiftieschristmas wrote:

Ebay stated they would have have sided with me as the piece was not as described but I did not use their label.

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You have no proof item was returned> so eBay has sided with seller.

You say it was lost in Houston, so it still might show up. Did you try a trace on the package??

End game...

Did you get insurance on the package??

[fiftieschristmas · Accepted solution]

Yes insured.  Yes I put a trace on it.  Yes I can put in a lost item claim with usps tomorrow (15 days).  Then the PO will decide after 30 more days.  Yes I photographed the damage for the seller.  Yes I can prove I sent the item back (I provided a tracking #).  Yes I photographed the package for the seller before shipping it . But because I do not use a computer I am penalized.   Yes I will wait approx 2 months for a refund.  

[buyselljack2016]

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@fiftieschristmas wrote:

Yes insured.  Yes I put a trace on it.  Yes I can put in a lost item claim with usps tomorrow (15 days).  Then the PO will decide after 30 more days.  Yes I photographed the damage for the seller.  Yes I can prove I sent the item back (I provided a tracking #).  Yes I photographed the package for the seller before shipping it . But because I do not use a computer I am penalized.   Yes I will wait approx 2 months for a refund.  

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You were not penalized because you did not use the eBay label.

You were penalized because you can show proof that the item was returned to the seller.

What would you say if you never got the item that you paid for to start with, and the seller said, oh well I shipped it to you, I have a tracking # and a photo of me putting it in the box to ship it?

Just "sending" something is not a "cover all proof". An item must also be delivered.   Same rules in both directions.

[buyselljack2016]

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@buyselljack2016 wrote:

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@fiftieschristmas wrote:

Yes insured.  Yes I put a trace on it.  Yes I can put in a lost item claim with usps tomorrow (15 days).  Then the PO will decide after 30 more days.  Yes I photographed the damage for the seller.  Yes I can prove I sent the item back (I provided a tracking #).  Yes I photographed the package for the seller before shipping it . But because I do not use a computer I am penalized.   Yes I will wait approx 2 months for a refund.  

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You were not penalized because you did not use the eBay label.

You were penalized because you can (EDIT : can NOT) show proof that the item was returned to the seller.

What would you say if you never got the item that you paid for to start with, and the seller said, oh well I shipped it to you, I have a tracking # and a photo of me putting it in the box to ship it?

Just "sending" something is not a "cover all proof". An item must also be delivered.   Same rules in both directions.

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Sorry that this happened to you, but eBay must decide using the facts presented.

[mkaczorsee]

Sorry this happened to you. 

Your issue is with the USPS. 

File insurance claim with USPS. 

eBay can only work with the documentation they have. 

No return to seller = no refund. 

Good luck!

[myangelandmyprincess]

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@fiftieschristmas wrote:

Ebay stated they would have have sided with me as the piece was not as described but I did not use their label.

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This is because when you use their label the seller is responsible for the shipment. If it gets lost along the way. Since you used your own label you became responsible for the shipment.  Problem is often when buyers use their own label it is to scam so unfortunately this policy affected you.  

[friskya]

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@fiftieschristmas wrote:

  I called Ebay & explained the problem. 

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There are many of us who would like to know exactly how you accomplished this. It would really be helpful to know.

[monster-deals]

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@fiftieschristmas wrote:

But because I do not use a computer I am penalized.   

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No, you were penalized because you can't prove the item got back to the seller.

Next time go to the library, call a friend, buy a printer or use the QR code at the PO.

[pjcdn2005]

I agree. If the buyer had printed out the label which would have been paid for by the seller, the  seller would be responsible to refund whether or not they received the package.