Help with case against me

[abbylark]

I shipped the order tracking bought through ebay shows delivered to the mail room  and then two weeks later I get the package back with a note that it could not be forwarded to the address.  I messaged the buyer and did not hear back so I refunded the order minus the original shipping since I sent it to the address provided.   She then messages me to send it again and i responded that I could not since I had issued a refund.

Now she has started a case against me for the shipping saying she never received it and should not pay shipping.  What can I do to keep any defects on my account?  Do I send the tracking showing it delivered?  Do I refund the shipping?

Thank you

[robbie31415]

What does the tracking say exactly?

If a case was opened your best bet is to contact eBay on facebook and let them know that the item was returned to sender and you followed the standard protocol for the situation and issued refund minus original shipping.

They typically will eat it.

But a lot of the decision is based on what the tracking actually says.

[abbylark]

Here is a copy of where they tracking shows it delivered to the customer.  There is nothing on tracking even showing it sent back to me.

Tue, Nov 5

11:45am

Delivered, Front Desk/Reception/Mail Room

HILLSBORO, OR 97124

I didn't know ebay had a facebook that you could reach them through.

Thank you for your time

[robbie31415]

The Facebook ones typically better at handling more complex situations.

This one is definitely not standard and you'd probably win the INR because you have delivered tracking.

However, there is no evidence there is buyer error in this situation. And the buyer only really doesn't deserve a full refund if the error is on their part.

I'd talk it out with eBay on FB and see if they just close it out with them refunding.

[mam98031]

Your tracking should win any INR the buyer files.  Just make sure in the claim she filed that you log the tracking number and note that the tracking shows it was undeliverable.

If you had not of refunded your buyer at all and they filed an INR, when tracking shows it is undeliverable or the buyer refused the shipment, the seller wins.  Ebay wouldn't even make you refund the buyer a penny.  Most of us just do, like you did.  Less original shipping and any non recoverable fees.

You should be fine.

[mam98031]

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[abbylark]

Chatted with facebook and she said if the customer appealed it they could refund the entire purchase if the customer did not agree to the shipping not being refunded.

I assume if that happened I would have a defect on my account?

If I refund now will I have a defect?

[mam98031]

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@abbylark wrote:

Chatted with facebook and she said if the customer appealed it they could refund the entire purchase if the customer did not agree to the shipping not being refunded.

I assume if that happened I would have a defect on my account?

If I refund now will I have a defect?

---

They are incorrect.  Sorry you got incorrect advice.  You are covered under the MBG.  All sellers should know this LONG policy completely as it is in your best interest to know it.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

What EXACTLY does the tracking say when they tried to deliver the package.  Bad address, refused delivery, what?  I know it was delivered to the front desk [or whatever you said earlier] but then somehow the carrier got the package back to return to you.  What does that entry say?

[abbylark]

There is not a entry for it being returned.  I literally could have never mentioned the last tracking is delivered to the mail room desk.  The box said could not be forwarded.

[mam98031]

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@abbylark wrote:

There is not a entry for it being returned.  I literally could have never mentioned the last tracking is delivered to the mail room desk.  The box said could not be forwarded.

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Would you mind sending me a private message and give me the tracking number on the package so I can take a look at it.  There may be a different issue happening, but I can't tell until I can actually see exactly what the tracking is saying.

[albertabrightalberta]

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@abbylark wrote:

Here is a copy of where they tracking shows it delivered to the customer.  There is nothing on tracking even showing it sent back to me.

Tue, Nov 5

11:45am

Delivered, Front Desk/Reception/Mail Room

HILLSBORO, OR 97124

I didn't know ebay had a facebook that you could reach them through.

Thank you for your time

---

With that tracking, your buyer is lucky that they got any refund because you weren't obligated to give the money back. 

Buyers are responsible for giving a valid address where they will get their item. And once tracking shows delivery, the seller is covered. 

[abbylark]

Thank you I sent you a private message.

[mam98031]

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@albertabrightalberta wrote:

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@abbylark wrote:

Here is a copy of where they tracking shows it delivered to the customer.  There is nothing on tracking even showing it sent back to me.

Tue, Nov 5

11:45am

Delivered, Front Desk/Reception/Mail Room

HILLSBORO, OR 97124

I didn't know ebay had a facebook that you could reach them through.

Thank you for your time

---

With that tracking, your buyer is lucky that they got any refund because you weren't obligated to give the money back. 

Buyers are responsible for giving a valid address where they will get their item. And once tracking shows delivery, the seller is covered. 

---

There problem is USPS did not log into the tracking why the package was getting returned to the seller.

[mam98031]

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@abbylark wrote:

Thank you I sent you a private message.

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Got it and I see why Ebay is telling you what they did.  IDK why USPS didn't state on the tracking why the package was being returned, but that is a real problem for you in regards to withholding the shipping from the buyer.  I did respond to your message and gave you some suggestions.  I hope it works.

[reallynicestamps]

If a shipment is Undeliverable, eBay does not require you to do anything. No requirement to return. No requirement for refund.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

I messaged the buyer and did not hear back so I refunded the order minus the original shipping since I sent it to the address provided.

You enter the tracking number showing that it was UNDELIVERABLE.

And eBay should back you up.

You didn't (under their policy) owe even the refund of the selling price.

You might put that link into your response too.