Ebay Support Not helping

[shark-6733]

I had a buyer dispute a high value item because USPS lost the item. Buyer opened a case and won. Then a few days later the item was delivered.

I appealed the case and I was denied. I contacted support and ebay support reassured me that I will get my money back.

I was connected to Stacey from High Value Claims. She said I am easy to find since I am the only Stacey. She processed me a refund and everything was fine. 

A few weeks later I get charged $2000. I am confused and I contact ebay support. They reassure me again that I will be fine. This time nobody has contacted me. I have went through ebay support multiple times and nothing ever happens.

I was told I would get an email from the return department and nothing happened. I am down $2000. Ebay will not contact me and keeps emailing me that I owe money. They want the buyer to keep the item and the money. 

It is so frustrating having to call every time and having to hear the same thing every time. Please let me know what I can do. 

[albertabrightalberta]

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@bonjourami wrote:

As usual you were given nonsensical responses from a csr. When the buyer filed a case for inr, did you provide the tracking number to prove it was still in transit?

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@shark-6733 wrote:

Yes. I bought the label through Ebay. It is absolutely outrageous how the customer support tells me someone will get back to you and ghosts me. Will I have to dispute this through my bank? 

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You didn't answer @bonjourami 's question. Her question was whether you responded to the INR claim with the tracking number.

Even though you purchased the shipping label through ebay, you still need to add it to respond to the case. If you didn't copy and paste it into the case, that might be the reason you lost. 

Generally, when sellers respond to cases with the tracking number, ebay sees that there's movement and allows extra time for that movement to show delivery.

[shark-6733]

I am pretty positive I did. I called multiple times and they looked through the tracking. I am hoping I did not mess up but why are the customer service so manipulative then? This is actually insane. As a seller, I provided every piece of information and contacted multiple times. For three weeks, everything was fine. Is it not weird that after so that long they randomly charge me and start dodging calls? 

[shark-6733]

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They charged my account the full $2k. Am i just screwed? I doubt I could even dispute that…

Currently waiting on responses from other ebay support sites.

[dbfolks166mt]

Yes. I bought the label through Ebay. It is absolutely outrageous how the customer support tells me someone will get back to you and ghosts me. Will I have to dispute this through my bank? 

     It's become pretty common knowledge that customer support will tell you what you want to hear to get you off the phone even if that means flat out lying to you. You can try opening a chargeback with your CC company or bank. 

[dbfolks166mt]

I dont know how much good that would do. If Ebay cant collect the money, they will turn you over to collections. And of course, close your account. Was this a cc chargeback?

I dont know if it will help, you may want to talk to Ebay for Business on Facebook, use the message link. They are much more accurate than the phone csrs who are scripted.

     Bull crap like this is why the term "going postal" evolved. I have always failed to understand why eBay "thinks" they have ANYTHING to do with the logistics process between the seller and the buyer other than it's another one of those Amazon wanna be things. The exception would be the ESE which of course for some sellers is a disaster at times. 

     EBay has access to the same shipping information as the seller or the buyer if the tracking information is attached to the item are they that incompetent that they cannot look it up themselves first. TOTALLY ludicrous but not unexpected from eBay. 

[pjcdn2005]

Actually they are very easy to contest if tracking confirms that the item was delivered. Since the buyer had already been refunded, there could not have done a chargeback.

[wastingtime101]

I don't see whether this was brought up or not so if I missed it you can ignore @shark-6733 , but you did have signature confirmation on the package, yes? eBay requires sig conf when value is $750+.

You said the buyer was great throughout the process - have you tried sending them an invoice through PayPal to repay for the item they received?

[shark-6733]

Yes! The buyer signed and confirmed he received the package. I am currently trying buyer paypal route and also ebay business chat on facebook. 

[wastingtime101]

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@shark-6733 wrote:

Yes! The buyer signed and confirmed he received the package. I am currently trying buyer paypal route and also ebay business chat on facebook. 

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Great - keep us posted. I hope this works out for you.