“…I spoke to 2 people in the escalating dept since there is no way to get anyone in the appeal dept, they agreed with me that this case should had gone in my favor,..”
Angel, i hate to say it, but customer service has been known to tell a caller what they want to hear, just to get them off the phone quicker. Sometimes they give incorrect advice, sometimes damaging advice.
Foremost, eBay watches out for the buyer’s interests. Sellers are on their own for the most part. In a he said-she said situation, eBay will find for the buyer. Photos prove nothing in this leg of the race. They may not have been viewed at all, as you suspected.
One way to mitigate one’s risk in selling here is to be armed with as much info as possible. Not knowing policy can cost a seller more time, aggravation and dollars. You could have refunded at 50% as a TRS and there was nothing the buyer could have done. Any negative feedback would have been removed as well. But sometimes it is necessary to quote policy to customer service as they don’t know it themselves in many cases.
Here is the policy info and how-to grant a partial refund for an item not returned in original condition. You’ll need to scroll down the accompanying page to find it.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
Below is a link on how to appeal eBay’s ruling in this case. Put together what evidence you have, and don’t let eBay open the appeal since you need to prepare your side of the story. You have 30 days to file. Follow the instructions carefully. This is where a live person reviews your photos and documentation. Good luck and hope this gets resolved in your favor.
https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...
