Cannot submit appeal for case where eBay refunded buyer

[pink_green_bike]

Hi, I have been an eBay member since 2008, and since 2013 with my current account. 

I sold an item that got lost in the USPS mail system. The tracking still shows "arriving late", over 3 weeks later. The buyer opened a case and asked for a refund. I then called eBay support, and was advised not to issue a refund, and was told that on X date, if still not delivered, eBay would handle issuing the refund, as well as would take care of the USPS insurance case. I was very concerned about the insurance reimbursement, since the item is not in my possession.

When the X date came, eBay refunded the buyer, and closed the case. I would like to appeal the case, and at least figure out what my next steps are. Even if the ebay rep gave me incorrect info, i am now not sure what the correct steps are.

The issue here is that I cannot submit an appeal. The text box where I can plead my case sticks at 0/1000 characters no matter what, and the "Submit Appeal" button stays grayed out. I have tried on multiple computers/phones, multiple operating systems, and multiple browsers within each OS. I have attempted to contact customer support, even tried different numbers (like tech support), and have given different reasons. Invariably the automated systems tell me to go back to the website for help, then hang up.

This is extremely frustrating and has me to the point where I am ready to quit eBay. I am at a loss for how to get hold of a human being. Does anyone have advice? 

[buyselljack2016 · Accepted solution]

At this point  ................. what do you want to appeal?

Buyer did not get item. Buyer was refunded.

You need to file a claim with USPS.

Unless this was an international sale with eIS you are responsible.

Only possible appeal that I see here would be the loss of " seller fees" due to the poor guidance provided by CS.

[pink_green_bike]

Ok thank you for that info. The eBay rep told me eBay would handle the USPS insurance case. That was what I wanted to appeal for....to get them to help. If it is my responsibility then he just gave me incorrect information. Thanks! @buyselljack2016 

[a_c_green]

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@pink_green_bike wrote:

Ok thank you for that info. The eBay rep told me eBay would handle the USPS insurance case. That was what I wanted to appeal for....to get them to help.

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If that's what the eBay rep told you, he was clearly making it up as he went along.

However, USPS themselves will cough up a refund for a lost package if it was via a method that offers insurance. (e.g. Ground Advantage and Priority both offer a maximum of $100 by default.) Start here: 

https://faq.usps.com/s/article/Domestic-Claims-The-Basics 

[kensgiftshop]

Did they also tell you that getting Ebay involved will earn you a defect for not handling the case yourself and they don't refund their fee's when they get involved.

CS isn't very well known for giving good advice.

They'll tell you want you want to hear so they can get you off the phone faster.

[dbfolks166mt]

Ok thank you for that info. The eBay rep told me eBay would handle the USPS insurance case. That was what I wanted to appeal for....to get them to help. If it is my responsibility then he just gave me incorrect information. Thanks! @buyselljack2016 

     Your first mistake was contacting customer support. The support is abysmal these days and they will tell you what you want to hear to get you off the phone, that includes lying to you. You will find better support and answers to your questions or advice on this forum that you will from eBay.

     FYI with regards to filing a claim with USPS following are the timeline constraints and yes ground advantage also comes with insurance.