Buyer's false claim was ruled in their favor.

[cocoshell24]

The buyer bought an inexpensive item from me, which I sent with no tracking.  Buyer then filed a claim saying that they didn't receive the item, but in their email they admitted that they did receive the item.  They asked me to allow the case to escalate so they can talk to eBay regarding another seller that they are having a problem with.  They have not been able to contact eBay by phone, and thought this is the only way to talk to get ahold of them.  I reported the buyer for filing a false claim.  I called eBay 3 times and they assured me that if I wait, the case would be closed automatically in my favor.  Instead, the case was closed in the buyer's favor and a refund issued.  I don't care about getting the money back.  I filed an appeal, but I'm not optimistic that it will change anything.  My question is:  Does this hurt my seller's performance because eBay stepped in and ruled the case in the buyer's favor?

[mtgraves7984]

It will put a 'ding' on your selling account... it's never a wise idea to "allow the case to escalate".

[donsdetour]

Seller performance yep:  eBay payed it, not you voluntarily.

Oh and why did you not enter the tracking number in the case???

[stainlessenginecovers · Accepted solution]

You shipped an item with no tracking so you have no proof you even shipped it much less the buyer received it. 

I did read the rest and understand what the buyer told you- but that is NOT what is used for a 'Not Received' Return Claim. It's handled by an auto bot system, and not a person to read messages etc. 

Buyer opens Return for 'not received'. Seller inputs tracking in response. No tracking, no response. Refund buyer.

You also got a 'ding' for NOT taking care of the return case and having ebay do it; as well as lost out on the Final Value Fee that was not refunded due to it being done this way.

In the future if something this bizarre were to occur again; tell buyer to 'close' the return case; but again- be prepared to have to refund 100% because you are shipping things with no proof (tracking)

[coastaltechsolution]

Hate to say bad news but no tracking/delivered proof then buyer has the winning hand 

[simply-the-best-for-you]

Yes, sorry to say, you get a defect for that.   Prevailing wisdom seems to be that you never win an escalated case, as a seller. 

[downunder-61]

There was no tracking

Buyer and seller both messed up, but I don't blame the seller for trying to resolve - why does a buyer think opening a case against the OP when he had problems with another seller that he couldn't resolve was acceptable?

@cocoshell24 

Try contacting eBay on facebook to get this sorted, you can show them the message from the buyer explaining what he was attmepting to do.  Also - put him on your BBL, you don't need him buying from you again. 

[downunder-61]

@cocoshell24  Sorry, got shut out.

Explain this to the reps on Facebook:

Buyer then filed a claim saying that they didn't receive the item, but in their email they admitted that they did receive the item.  They asked me to allow the case to escalate so they can talk to eBay regarding another seller that they are having a problem with.

https://www.facebook.com/eBayForBusiness  

Send a private message.  Include your user ID, email address, phone number, and a brief

message

[iart]

Anyone else notice that most of these complaints come from sellers who "Don't accept returns"?

[fashunu4eeuh]

I’m sorry the customer service people misled you. Like other posters mentioned, when a case is opened, it is an automatic process for the most part. At the appeal level, someone will look at the evidence, so they say. 

[reallynicestamps]

When we "go commando" we are self-insuring against any loss in transit- real or imaginary.

There are many posts about "Cookie Jar Insurance".

The phone reps don't work for eBay. They are sub-contractors.

Try one of these - all are covered by eBay employees.

https://twitter.com/askebay?lang=en



https://www.facebook.com/eBayForBusiness/



https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851

And you get a transcript to review in case what you thought you were told differs from what you actually were told.

At this point, you are going to want any Defects removed. This is much much much more important than the nitwit buyer's claims or any money lost.

Defects can mean higher fees, restrictions on the number and value of listings, or even closed selling accounts.

This is business not personal. Protect your account.

And remember :

No Returns does NOT mean No Refunds.

In my opinion a No Returns policy is more likely to lead to Disputes than a friendlier policy- even if that policy is "buyer pays for returns" (which is also unenforceable).

[roarman]

You're not going to want to hear this, but, it is 100% your fault. You chose to ship it without tracking. There is no proof the buyer ever received the item. You really have no recourse. Just take it as a lesson learned and move on.

[katzrul15]

@cocoshell24 

Based on the items you sell, am guessing you do not use tracking on the majority, just stamps on an envelope?

How many times do you have issues with a Buyer stating they did not receive the item?  Also, do you not have metric issues with e-Bay with the items never showing as delivered?  Am guessing you cannot use the 1st class envelope postage that e-Bay has for their Trading Card Sellers?  So you are just marking it shipped and the transaction never shows "delivered" in your transaction view on Seller Hub?