Ebay Auto Refunded Buyer After I Sent Replacement

[lady_shays_geeks_and_games]

Hello all,

So recently I had an item not received request come in from a buyer about a card shipped using the Ebay standard shipping envelope program, a program I have used many times in the past without any problems.

I checked the tracking, and the item was not even initially scanned into the system. The message mentioned wanting a replacement if possible, so I reached out to the buyer, and arranged for a replacement be sent his way. 

I purchased a second Ebay standard envelope shipping label on June 29th, and took the package to the post office on July 1st. Also no initial scan into the system.

July 4th comes around, and Ebay has now auto issued a refund to the buyer, and has given me a defect on my account for not responding and resolving the request in time.

Now I am out two items, and the initial purchase price, and cannot prove either was actually shipped as they never got an initial scan, and all I have is pictures of the labels affixed to the packages, which does not prove they ever made it into transit. I am not sure that the second package I sent to the buyer would've even had a chance to make it to its destination yet.

Do I have any options here? Would I be able to file a claim on the first package, if it never got scanned anywhere? Is there a way to argue the defect on my account? 

I have tried once to appeal things, but unfortunately don't have evidence.

[albertabrightalberta]

Without an ultimate delivery scan (even though it wasn't scanned on shipment), you are SOL. 

If the buyer is honest, they might be willing to send payment for one of them. (Was the second shipment scanned and delivery tracked?)

If the replacement was tracked to show delivery, you might be able to appeal the defect by showing proof that you mailed a replacement for the one that was lost. 

[robbie31415]

Don't do replacements.

Do returns and have them rebuy If they want a new one.

Ebays system is not good for replacement.

I would have refunded the first one and had them rebuy.

[slippinjimmy]

@lady_shays_geeks_and_games 

It's somewhat safe to send a replacement but ONLY if the buyer has NOT already opened a formal refund request. Once a request has been opened.....well now you know what can happen.

If you got a Defect it means that the buyer had already escalated to a claim in which case you need to do as @robbie31415 explained.

You could try to appeal the defect but I don't know the odds of success.

As far a using the included insurance with a Standard Envelope, without having ANY scan at all I doubt they will pay off. If there was at least one scan then they would.

Personally I have done a couple of replacements but only prior to the buyer opening a request/claim AND they seemed to be reliable (they could still open one after you have sent the replacement).