Appealing a case or getting trough to Ebay CS

[urtem]

Hi.

Could you, please, explain - is it possible to get to the truth after the case had been closed?

The buyer opened the case while I was at vacation and couldn't see it and eBay closed it in his favor.

On my return I found out, that the buyer received both the item (have a tracking proof) and the refund...

On the case page I used a link "appeal the case" and wrote multiple messages throughout the last week. And received zero replies to my messages. Complete ignorance.

Shall I forget about those 120$ stolen from me or is there a way to get down to them? I can't even call them, because on the contact page they only suggest mailing...

Regards, Artem

[klassic*kids]

@urtem  Hi Artem, Sorry this happened to you.  I don't know how it works in Russia but here in the states you really need to call eBay to try to get to the bottom of this. On ebay.com you can click 'help & contact' and drill down further by clicking on a few things and ultimately it will then provide you with a phone number and access code to call.  Again, not sure how that would work from Russia.

[goodluckselling]

Most eveyrone who comes here to help only know the US site ebay.com policies.  Since you are from outside this area, we really do not know the policies from your local eBay site. 

Generally you have to respond within the time frame giving in the case which sounds like you missed it for whatever reason. 

The request system is automated during these early stages and once the time frame is up the buyer can escalate the case and then a real person reviews your actions in the case details and make a decision which is what sounds like you experienced.

Although you mentioned the tracking does show delivered it is to late for eBay to change the outcome of the case.  You can try to contact them through the help tab at the top of the page and use the reason as "defects" which might lead you to a phone number to call, but understand the case can not and will not be reversed in your favor. 

You might be able to convince them to give you a one time refund based on the tracking showing delivered, but eBay is not obligated to do so.

Good Luck Selling!

[laserpartshq]

EBAY employs CS folks that don't have a clue and they spend their time trying to convince you that you don't have a clue. I would rather slide down a bannister of razor blades into a pile of salt, then speak to the first CS person who comes on the line. Total waste of time.

[klassic*kids]

@laserpartshq  While I agree that many of the CS front-liners are not properly trained and can be less than helpful, however, when you get transferred the specific department you need, depending on the reason for your call, they, I find, can be helpful most of the time.  I think the speciality departments are either trained better or have seniority, or both.

[laserpartshq]

Those "Frontliners" as you refer to them. waste peoples' time and leave a bad taste in my mouth. They are just like Insurance Claims people, deny, deny, deny and deny some more.

[sg51]

The buyer opened the case while I was at vacation and couldn't see it and eBay closed it in his favor.

If this means you did not reply during the allotted time, the result is going to stand.

[phcd1]

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@urtem wrote:
...Shall I forget about those 120$ stolen from me or is there a way to get down to them?...

Regards, Artem

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You shall. 😉

EBay is not big on excuses, even for death or injury of a seller.

You broke rule #2. Do NOT let a case timeout.

[gramophone-georg]

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@phcd1 wrote:

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@urtem wrote:
...Shall I forget about those 120$ stolen from me or is there a way to get down to them?...

Regards, Artem

---

You shall. 😉

EBay is not big on excuses, even for death or injury of a seller.

You broke rule #2. Do NOT let a case timeout.

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Don't know if it was the case here, but from what we've been seeing lately it's tough to not "let it" time out when the eBay email says you have five days to respond but then you get nuked in 24 hours.

[pjcdn2005]

"Most eveyrone who comes here to help only know the US site ebay.com policies.  Since you are from outside this area, we really do not know the policies from your local eBay site."

The op lists on this site so they would have to follow the same rules as everyone else here.

[urtem]

I'm glad, somebody (besides the jerk buyer, who decided to have both the item and the refund) can make fun of it.

[urtem]

thank you for your time and reply