Case Closed without resolution help needed

[jaf.us.hysarja9]

So on Feb 26th I had a buyer purchase a big LOT of bras from me. They buyer claimed to have paid with a eBay gift card. It stayed this way for a few days so he and I both called to try to fix the issue. eBay told me that it was a paypal issue and paypal told me it was an eBay issue. Neither were any help at all. The buyer asked me to refund the amount so I tried everything I could. On eBay the payment was still showing not paid so I cancelled the transaction. On paypal the payment was showing "pending" and there was no option to refund. I called paypal and they said again it was on eBay's end even though eBay showed no payment made. At this point there was nothing I could do other than email the buyer and tell him that I will refund his $120 when the funds cleared. He said that's completely cool, it's not a desperate situation that I get the funds back. The buyer and I kept constant contact over the next month as the payment is still pending and on April 2nd I get an unexpected message that he had opened a case on me for not receiving the item and wanted a refund. I had been checking paypal everyday and the funds were still "pending". I responded to the claim that payment was made and the payment was still pending and neither eBay nor Paypal could give an explanation or help on how to fix this issue. I let them know that when/if the payment cleared I would give credit. Well right after this I checked eBay and the payment status was gone because I had cancelled the transaction, but there was a button for "refund payment". I clicked that button and it said "Refund is unable to be given at this time". I was hoping I could refund the "pending" money but it did not work. I reached out to the seller again and told him of the situation and asked him why he filed a claim. He told him eBay told him to open the claim and it was the only way to get his money back. The case when then closed on April 20th and now I have a "case close without resolution" on my account. At this point the payment from Feb 26 is STILL PENDING on April 20th. Fast forward to today, MAY 5th and the payment FINALLY cleared. It took 69 DAYS to clear! Immediately when it cleared I messaged him and let him know that the money had cleared and he should receive a refund shortly. I went to eBay, clicked on the refund tab and it gave the refund successfully. I then messaged him and told him the refund was successful and he almost immediately emailed me back asking me to cancel the refund and send it to a different paypal account. I DID NOT do this as it was tied to that specific paypal account so I didn't want to take any chances. Now I have this violation on my account and tried to appeal the decision but eBay is sending me in an endless loop. When I click appeal on "appeal a defect" it takes me to a page that says "this appeal must be filed on refunds and returns". But when I click on the hyperlink "refunds and returns" it takes me back to "Appeal a defect" . I can not reach anyone to appeal. If someone on eBay could please reach out to me on here or through messages on my eBay account that would be great. 

[candd205]

At the start of the Corona Virus, ebay said that it would protect seller's accounts due to any issues that develop. Just watch your performance statistics, I believe this deficiency will be erased automatically by ebay in a few days. If not, once things get back to normal, you will be able to call them directly.

[coolections]

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@candd205 wrote:

At the start of the Corona Virus, ebay said that it would protect seller's accounts due to any issues that develop.

@candd205 

I'm not sure where you read that. Can you post a link. I really doubt Ebay is going to allow all sellers to have any issues get free and clear because of coronavirus. Shipping issues maybe, but not every situation that comes up. OP is allowed a defect without punishment regardless of the situation I believe once a year. I could be wrong but I thought I read that so they really have not much to worry about.

[mam98031]

Dang you really went through it with this transaction.

First, may I ask in the future please don't post one long paragraph.  They are very difficult to read.  Spacing and breaks make is so much easier.

With that said I've heard of similar issues before but never went all the way through it with anyone before.  69 days is an exceptionally long time and for Ebay nor PP to offer you any help is really ridiculous.

As to your defect.  That one defect will not damage your account.  I know it is annoying and really should not be there, but one will not negatively impact your account.  It would take a minimum of 3 of them by different buyers to start to affect you on your Seller Dashboard.  And it was an INR, so it isn't going to start affecting you on your Service Metrics.  That takes 10+ INADs for it to kick in.

I'm going to tag this thread to see if any of the guys can come and give us some guidance on how something like this can happen and what we should do if it does.  Clearly waiting 69 days is not the right answer.

brian@ebay 

tyler@ebay 

[mam98031]

On a separate note, you may be able to get that one negative off your account if it isn't too old.  I can't tell how old it is.

I'll give you a link below to tell you how to request a FB revision from a buyer.  Just remember don't send these out unless you have an agreement with your buyer that they are willing to do this.  And if they agree, tell them to watch for an email from Ebay.  Inside the email will have a link for them to click and take care of things very easily.  But doing this is important as you can only send one form per transaction and they have an expiration date.  So the buyer needs to know it is coming so they can take care of it.

https://www.ebay.com/help/selling/leaving-feedback-buyers/disputing-feedback-received?id=4102

[brian@ebay]

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@mam98031 wrote:

Dang you really went through it with this transaction.

First, may I ask in the future please don't post one long paragraph.  They are very difficult to read.  Spacing and breaks make is so much easier.

With that said I've heard of similar issues before but never went all the way through it with anyone before.  69 days is an exceptionally long time and for Ebay nor PP to offer you any help is really ridiculous.

As to your defect.  That one defect will not damage your account.  I know it is annoying and really should not be there, but one will not negatively impact your account.  It would take a minimum of 3 of them by different buyers to start to affect you on your Seller Dashboard.  And it was an INR, so it isn't going to start affecting you on your Service Metrics.  That takes 10+ INADs for it to kick in.

I'm going to tag this thread to see if any of the guys can come and give us some guidance on how something like this can happen and what we should do if it does.  Clearly waiting 69 days is not the right answer.

brian@ebay 

tyler@ebay 

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I'm more than happy to send this over to the appropriate team for review, @jaf.us.hysarja9  🙂 I can't make any guarantees on what the outcome of that review will be, but I'll be sure to summarize the situation for them to make sure they understand what happened. If the defect is removed then it will no longer appear on your Seller Dashboard after 7 days or so, so keep an eye on it!

Thanks for the tag @mam98031 🙂

[mam98031]

Thank you so much for your help Brian.  It does sure seem like something went terribly wrong for this OP.