Return Appeal Issue

[tymsmit0]

I placed an order for 2 pair of shoes - both size 13 - for my event. I received 2 pair of shoes, but one was size 13 and the other size 11.

Because I did not receive the correct order of both shoes - I reached out to the seller to request a return and they do not accept returns. I then reached out to Ebay for a return and opened a case. The case has been closed by means of your Authenticity Guarantee. I am not returning the order because of a lack of authenticity. I am returning the order because it did not match the description of the order I placed (two pair of size 13) and I was sent the wrong item.

Under the Ebay Money Back Guarantee, you state... Coverage, eligibility requirements, and exclusions eBay Money Back Guarantee applies when: The buyer doesn’t receive an item. The item received by the buyer doesn’t match the listing, for example: The seller sent the wrong item, or The item arrives broken, damaged, or faulty Within this Money Back Guarantee I have the right to a return for a full refund, because the seller sent the wrong item on my order. 

I appealed the return, but don’t know what to do next.  I am out I substantial amount of money until this gets resolved. I don’t know what to do next.

I need help PLEASE!!

@glorybells 

[ma-647837]

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@tymsmit0 wrote:

I placed an order for 2 pair of shoes - both size 13 - for my event. I received 2 pair of shoes, but one was size 13 and the other size 11.

I then reached out to Ebay for a return and opened a case. The case has been closed by means of your Authenticity Guarantee. I am not returning the order because of a lack of authenticity. I am returning the order because it did not match the description of the order I placed (two pair of size 13) and I was sent the wrong item.

I appealed the return, but don’t know what to do next.  I am out I substantial amount of money until this gets resolved. I don’t know what to do next.

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This cannot be resolved at eBay @tymsmit0 as the decision has already been made against you, and this is the way that program is set up.

The seller shipped you the wrong size, counted on Sneaker Con to only see it's authentic, and knew eBay would back them up and prevent a refund.

Now before it's too late, file a chargeback with your card issuer, provide the evidence, and get your refund.

[glorybells]

@tymsmit0 ,

Contact Ebay via social media; they have superior customer service there.

www.facebook.com/ebayforbusiness 

www.Twitter.com/askebay

Send them a PRIVATE message with your contact information, user name, and a brief description of what you are contacting them about.  Explain that this is an Authenticity case, but should have been processed as an Item Not As Described case, since the Authenticity program cleared the shoes but the seller originally sent the wrong item.  They may ultimately hold the authenticity program liable for refunding you.

This is similar to cases where an item passes through the Global Shipping Program, but a buyer receives a wrong item.  The cases can end up originally being closed because it’s a GSP case, but the buyer ends up needing to point out to eBay that it was a GSP case to get their refund.

 If this doesn’t work through eBay, and you paid through PayPal, you can try to get a refund through them, but you may run into some of the same problems.

Contacting your credit card for a chargeback should be your last step if everything else fails.  Once you do that, eBay is out of the picture and you can’t go back to them on this at all.  Check with your credit card to see how much time you have to apply for a chargeback; most allow at least 180 days.

[callonangels12]

Hi @tymsmit0, I recently went through this process, returning an item as “doesn’t match description or photos” for an authenticity guarantee item. 

My return case was also automatically closed and my appeal closed too. From my experience and from reading others on this board, you’ll need to go through a credit card dispute. 

Update us later if you found any other way. 

[house*of*paws]

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@ma-647837 wrote:The seller shipped you the wrong size, counted on Sneaker Con to only see it's authentic, and knew eBay would back them up and prevent a refund.

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@ma-647837 

May I ask how you know that the seller didn't make an honest mistake?