Appealing a Defect in Seller Account

[yellow-snapdragon]

eBay left a defect on my account when I was told they would NOT! USPS misdelivered the item to the wrong address and I tried to refund the buyer but was told I could not because item showed delivered! I called eBay and rep was able to refund the buyer which I had tried to do. She said she would put notes in to cancel the defect. None of this case was my fault as a seller and she told me there would be NO DEFECT! Should I even try to  remove the defect in my seller account? Has anyone been successful in doing so? I did everything right in this transaction to make buyer happy and avoid an escalation. Thank you.

[mam98031]

Are you talking about an INR?

If it is an INR, it does not cause a "defect" on your Seller Dashboard at all.  It would cause a ding in your Service Metrics, but that is different.

I don't know who told you that you could not refund your buyer as all you had to do was go to PP and do that.  Ebay can't prevent that.  And I'm not sure how your CSR you spoke with was able to do the refund.  That's odd to me too.  

If this was an INR that Ebay closed because it showed delivered, how the heck did the CSR force a refund?  That is an interesting question if in fact this is what transpired.

If this is just a ding on your Service Metrics, it isn't likely to cause you a problem unless you get a whole lot of INRs.

[fern*wood]

Did your buyer open an item not received case?

[yellow-snapdragon]

fern*wood,
Buyer opened "a request" for a refund saying he didn't receive item. eBay called it a case when it was closed. Closed in buyer's favor saying I did not show proof of delivery. Buyer worked with me and did not escalate.

[yellow-snapdragon]

I tried to refund the buyer through eBay multiple times, each saying refund failed. I called and the rep said I could not refund because tracking shows delivered even though delivered to the wrong address. Rep was somehow able to refund, I now assume by closing "case" in buyer's favor therefore bleeping me over with a defect. Defect shows in my dashboard as a transaction defect.

[mam98031]

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@yellow-snapdragon wrote:
I tried to refund the buyer through eBay multiple times, each saying refund failed. I called and the rep said I could not refund because tracking shows delivered even though delivered to the wrong address. Rep was somehow able to refund, I now assume by closing "case" in buyer's favor therefore bleeping me over with a defect. Defect shows in my dashboard as a transaction defect.

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My apologies, you are correct.  I misunderstood and therefore I assumed something I should not have.  Absolutely my misunderstanding.

OK Try to appeal it by going to this link below.  If that doesn't work, come on back and we can see if there is anything else we can do.

https://www.ebay.com/sellerhelp

The seller’s help center give you the ability for file for certain types of assistance.

[yellow-snapdragon]

mam98031
Thank you. I tried link and of course it said we encountered a problem. Will try again.

[mam98031]

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@yellow-snapdragon wrote:
mam98031
Thank you. I tried link and of course it said we encountered a problem. Will try again.

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Oh good grief.  There is way to much of that going on around here.

brian@ebay 

tyler@ebay 

[koinonia215]

You can also try contacting ebay via Facebook or Twitter: https://twitter.com/askebay
https://www.facebook.com/eBay/

[brian@ebay · Accepted solution]

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@mam98031 wrote:

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@yellow-snapdragon wrote:
mam98031
Thank you. I tried link and of course it said we encountered a problem. Will try again.

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Oh good grief.  There is way to much of that going on around here.

brian@ebay 

tyler@ebay 

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@yellow-snapdragon I reviewed this and had the defect removed. It will take a few days for your seller dashboard to reflect this, so please give it some time. Thanks!

[mam98031]

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brian@ebay wrote:

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@mam98031 wrote:

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@yellow-snapdragon wrote:
mam98031
Thank you. I tried link and of course it said we encountered a problem. Will try again.

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Oh good grief.  There is way to much of that going on around here.

brian@ebay 

tyler@ebay 

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@yellow-snapdragon I reviewed this and had the defect removed. It will take a few days for your seller dashboard to reflect this, so please give it some time. Thanks!

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Thank you for the assist Brian.  It is always appreciated.

[yellow-snapdragon]

Thank you Brian. I will watch for the removal!

[ticketbatman]

I am having the same problem. seller help actually took me right out of ebay.