Ebay is siding with scammers?

[staccato]

I won an item (±500EUR), got it and it is completely faulty, not working, dead. Opened a case on Paypal, waited 10 days to paypal step in and now I can return the item and receive refund. Great! However seller name is eBay S.a.r.l., I see his home address, but don't see his name. I wrote to ebay and asked if they can provide me full return details, I got an answer that I must contact the seller myself and ask him for the details. However, seller is not cooperative at all, his feedback is pretty bad and i'm not the first one (silly me, I shouldve looked at his feedback before bidding), even if sellers respond and give me the details, how I can be sure that those details are correct? Why ebay can't provide me full return details? Why they're hiding his real identity under eBay S.a.r.l.? How is this even possible to sell faulty items using a pseudonym? This is insane, I'm using ebay since 2011 and this is first time I get into situation like that. What should I do?

[bonjourami]

Why would you open a case at PP and not Ebay? Had you opened the case here, that seller would have been responsible for providing you a return label, or the funds to purchase one, if it was an international sale.Since Ebay and PP are no longer connected,and you opened the case at PP, its not reasonable to expect Ebay to give you any information on this seller.Just use those initials that you have for return shipment name.Deliveries go by addresses anyway, not names, unless its a signature confirmation.

[fab_finds4u]

eBay S.a.r.l is not the member's user name. It's a payment institution in Luxembourg.

What is the seller's user name? I would put that on the label as their name and use the address provided.

[albertabrightalberta]

Do you have the original packaging? The return address should be on the original shipping label. 

In the future, for disputes with ebay purchases, open your claim in ebay. Since you're in Lithuania and the seller appears to be in Luxumbourg, you may have to have the seller send payment for or reimburse return shipping, but "not as described" disputes are easy when done through ebay.

[albertabrightalberta]

ETA: Since you already left feedback for the seller, I was able to see the seller's info and the address in France shows in the seller's profile.

[staccato]

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@bonjourami wrote:

Why would you open a case at PP and not Ebay? Had you opened the case here, that seller would have been responsible for providing you a return label, or the funds to purchase one, if it was an international sale.

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Yes, that was my mistake, I opened on ebay and though if I open one on Paypal, they will freeze his funds or whatever, when I opened a case there, ebay one was automatically closed. I completely forgot that they're are separate companies now!

[staccato]

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@albertabrightalberta wrote:

Since you're in Lithuania and the seller appears to be in Luxumbourg, you may have to have the seller send payment for or reimburse return shipping, but "not as described" disputes are easy when done through ebay.

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I don't have the original packaging and the seller is based in France, not Luxemburg and I got his personal home address, not ebay warehouse. Yes, that was my mistake, I opened two cases both on ebay and paypal and ebay one was closed automatically.

[staccato · Accepted solution]

After talking to Paypal support, I contacted ebay once more, but this time trough the chat and explaned my situation and they kindly provided sellers real name. Item is packed and ready to be shipped! But I still have no idea why ebay lets users to hide behind a this eBay S.a.r.l. when the item was shipped not trought ebay warehouse or.

[glyph01]

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@staccato wrote:

But I still have no idea why ebay lets users to hide behind a this eBay S.a.r.l. when the item was shipped not trought ebay warehouse or.

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Because all payments go through eBay Managed Payments these days and then eBay pays out to the seller so eBay would be the merchant on file.