We have account in US, listings in ebay.de and sales around EU. We had case in Italy. We delivered letter without tracking because we can't get it to letters and packages are so expensive that with those prices we don't get orders. And ebay accepts only tracking from transport companies which are integrated to their system and not available to us. We have sold 6 years and noticed that tracking costs compared to benefits are not so clear.
Buyer in Italy did not get our package. We deliver always advices already in advance what to do. Buyer opened request, we discussed with him in written form and agreed that he will check local post office. We promised to refund buyer but waited his answer. 3 days time went and ebay told that buyer has asked them to make final decision. Buyer told afterwards that he has still time to wait, he was not in Italy during those 3 days.
ebay decided to refund money to buyer. Only reason was that we had not shown tracking codes. We all know that buyer has 21 days time to ask ebay to step in. We keep it weird that ebay did not respect what was agreed between buyer and seller. When we told to ebay that buyer has not asked ebay to review the case, one lady warned us that ebay will not step in without either buyer or seller ask them to do it and that their files are accurate. We know that it is not true, we have enough experiences of that. We shew 2 examples where even their own worker told that they had make mistake. Also the day when she told that buyer has asked review could not be true.
So we had good reason to believe that buyer had not asked them to step in. Then they send final decision al thought we had not appealed. We can see from their pages that seller has appealed the case but when we asked them to send copy of appeal to us they stopped answering. When chatting with Italy they demanded us to use Italy language and told that they don't have to tell anything to us, case is closed and contact ebay.com.
We have a strong feeling that this is not right but how we can do anything when ebay does not answer. There are more details but the main point is that if buyer really asked ebay to step in, is it our fault, why ebay warn us of revealing their earlier mistakes and why they appeal in behalf of us.
We are not asking money back from buyer because we already promised to return his money before eBays decision. Either ebay or buyer or both lied to us. Why we have to carry response of their doings?
Is there anything what we can do?
