Buyer says did not receive item despite USPS proof of delivery, won appeal and refund

[rboerner33]

Hello,

Occasional and inexperienced seller here. Sold and shipped item with USPS, tracking shows proof of delivery. Buyer said he did not receive item despite being home all day. I gave him the usual advice (ask neighbors, speak to postal service, etc.) but he filed a case with ebay to get his money back within an hour. I responded by leaving tracking info that showed proof of delivery.

I also opened an investigation with USPS, for which almost two weeks later I have received no official outcome.

Several days ago, buyer asked ebay to review the case and to make a final decision. Ebay first sent me an email notifying me of this, which offered me the opportunity to upload additional documents. I was about to upload a PDF I have from USPS that shows delivery to the correct address with signature, but then I received another email that the case was now closed and had already been decided in my favor. So I didn't respond further. The reason given by the second ebay email was that they received tracking information that shows delivery to the buyer's address.

This morning I receive a surprise email "new outcome for case". Buyer had filed an appeal and won. Ebay's reason: I allegedly agreed to a refund but had failed to issue it. Ebay is now refunding the buyer.

This is bizarre. I didn't agree to a refund, as a simple review of the responses I left to the buyer's case would prove. Furthermore, why I would I agree to a refund if I have proof of delivery?

The case closed page offered me no appeal opportunity, so I replied to the first customer service email I had received several days ago, clarified that I had never agreed to a refund, and shared the document from the postal service.

Is there anything else I can do? Has anyone been in a similar situation? It's incomprehensible to me how ebay can side with a buyer and grant a refund when there is USPS proof of delivery.

[evelyb30]

Go to eBay for Business on Facebook.  I don't think I can post the link in here but a quick FB search pulls it up.  Send a message laying things out exactly as you have here, and once the message Sends I think you can upload the document.    I'd have uploaded it to the original case anyway, but that might not have been possible once they closed it. 

It's possible the Scammer filed a credit card chargeback after the first denial and won that way.  eBay's policies don't defend against those as often as not, no matter what they say.  Once that happens, a seller loses both money and item, with an additional $20 swift kick for good measure. 

[toomuchstuffagain35]

But even if it was a chargeback, which I doubt as the seller would have been hit with a $20 fee for losing, the seller should still be covered by ebay if it was an INR claim.

If the buyer then filed a chargeback for SNAD ebay won't cover the seller as it's a different reason than the ebay claim the seller won.

[12345jamesstamps]

It's probably a dispute with a credit card from the buyer....the $20 fee is usually charged to the seller when the seller tries to appeal for it which takes a while to get charged by the bank.

[the-hook-and-the-loop]

I'm not sure why the posters above me are telling you about a credit card chargeback and $20 fees.

The buyer appealed eBay's decision and won. Now the OP has to appeal that decision based on the proof of delivery. eBay will eat it if they refunded the buyer. eBay has these appeals in place to filter out thousands of claims with people who won't bother to follow through. Just appeal the latest decision.

[mam98031]

Well if it makes you feel any better @rboerner33 this is very unusual.  That is one persistent buyer you have there.

May I ask, did Ebay refund the buyer with their funds or with yours?  It may be that Ebay refunded them out of Ebay funds just to make the buyer happy.

If they paid the buyer with Ebay money, there really is nothing for you to do at this point.  But if they took the money from you.  Then you need to fight this.

I would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service.  Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is.  Feel free to leave your Name, address, phone number and/or your email address in this message.  It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/eBay/

Your options will be on the left.  If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options.  Not all options are available 24/7.  It will depend on staffing available.  So sometimes you can request a call back and sometimes you can't.  Sometimes you have the Chat option available and other times it won't me.  If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/home

[rboerner33]

Thank you. I hope I can prevail on appeal.

[rboerner33]

So far ebay is making me pay for it. Just got the email how my bank account is going to be charged for the entire amount the buyer paid, which is item value plus shipping plus insurance.

[mam98031 · Accepted solution]

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@rboerner33 wrote:

So far ebay is making me pay for it. Just got the email how my bank account is going to be charged for the entire amount the buyer paid, which is item value plus shipping plus insurance.

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Then gather your evidence.  All of it.  Emails and everything.  Contact Ebay by the method you prefer above and fight.  That is what I'd do.  If Ebay wants this buyer to have their money back, then Ebay can fork over the bucks.  From what you described you should have qualified for Seller Protection and Ebay needs to honor that.

Please keep us updated and know we are here to support you.

[rboerner33]

Thanks, I appreciate it. I fully intend to fight this.

[68barbie]

Was the total sale price (item + shipping + tax) of the item over $750?  If so, did you make the delivery "signature required"?  If not, that is the reason you lost the case. The item may show as delivered but if you did not elect for signature required, the delivered status is not enough.

-C

[bonjourami]

rboerner33

" which offered me the opportunity to upload additional documents. I was about to upload a PDF I have from USPS that shows delivery to the correct address with signature" 

[68barbie]

I missed that- thank you!  🙂

-C

[a_c_green]

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@68barbie wrote:

Was the total sale price (item + shipping + tax) of the item over $750?

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It would seem so (just barely). I assume the item in question is this one from August 5: https://www.ebay.com/itm/175835740444 

[gloryglorygifts]

According to the OP, they did get tracking and a signature and was about to provide it to ebay when they received a notice that the case was closed.