How Do I Get an Issue Resolved on Ebay. CS and appeals keep Looping my issue, No results. 😥😡

[icepurple]

I sold a New jersey to a Buyer. He said it did not fit and he was sending it back. He shipped it. The carrier (USPS) brought it all the way to my city, different zip code. They never delivered it to me. Tracking said it was somewhere waiting for pick up. Wherever this was, they never sent me anything about picking it up. I never pick up mail, it's always delivered to my home. Before I realized it, tracking said it was unclaimed and they sent it back to the buyer without notifying me it was supposed to be picked up. I called Ebay, cs said they could see tracking and not to worry or do anything until I got the item back. They could also see chat I had with the buyer. He agreed he saw it coming back and would send it back to me. Ebay CS also told me he was responsible to send it back. Package was delivered back to the buyer. Ebay refunded him the money and put a defect on me. Buyer has a $112 jersey + $112 refund. I called again. CS understood the situation and file an appeal. Appeal denied, saying buyer had proof of delivery. They never verified where the delivery went. I call CS back again, she saw the situation and sent another appeal. One week passed, they never responded. I called again. CS again understand my situation. He put another appeal. Talking to them, they really seem to understand I've been wronged and even stated no reason they would not approve this time. Appeal denied me again. They sent this email:

Thanks for contacting eBay about the New Dallas Cowboys Jason Witten #82 Nike On Field Jersey Adult Medium Stitched (275041114843) that you sold. I understand that you would want to appeal for this case. I'm sorry to hear that the item arrived damaged to your buyer. My name is Jayson and I'll be glad to assist.

 After reviewing your case, I see that the buyer was able to provide us with tracking information showing that the item was returned to your address. Because of this confirmed tracking information, we already refunded your buyer.

 Since there might be possibilities that the item was damaged in shipment, you may also file an insurance claim for you to get the funds that can cover this transaction.

To avoid the same situation when sending items to your buyers:  

• Purchase shipping insurance. Shipping insurance is the only way to protect you in the event that an item does not get delivered to a buyer and may be lost in transit.   

• Use a trusted carrier. Make sure to use a carrier that has great history when it comes to shipping service.   

I know this is not the response you hoped for but I trust you understand eBay position on this matter. Thank you for being the best part of eBay.

Kind Regards,

Jayson P.

eBay Customer Support

 _______________________________________________________________________________________

First of all!   There has never been any mention of damages between me, the buyer or CS. Why are they not looking at the facts??? 

1. Buyer said it didn't fit.

2. He sent it back and USPS returned it to HIM!  NOT MY ADDRESS!!!

3. It never came back to me or were I notified it was to be picked up at some other zip code post office.

All they have to do is look at the chats and the tracking like the customer service reps did.

I am so frustrated, sick and upset with this. CS seems to be very trained, is there a problem with the appeal people? Why are they not doing their job?  How do I get this resolved???  CS appeals, and Appeals bat it back down. I have other things to do besides spending all this time on the phone for nothing. 

HELP HELP HELP 😥😣😤😭😭😭

[coolections]

This is a tough one because the item was returned to you. Unfortunately you never picked it up. Also are you sure when the buyer filed a dispute he chose "wrong size" and not INAD ? Once a buyer gets a refund there is no way for Ebay to take the money back. Have you asked the buyer if he can resend the item back to you? Of course you will have to pay for another shipping label.

[downunder-61]

This works for bjuyers when a seller uses the Fake Tracking scam, so I don't see why it won't work for an appeal to eBay.

It appears you are a victim of the "fake tracking scam". When  there is a record of "delivery", the automated system and the regular customer service will not validate the tracking and you lose. If you appeal with the same information, you will lose. Nobody is going to check to see that the tracking is for a parcel that was actually  for a 50 lb. box when your item was only 4 ounces. But all hope is NOT lost.

There is something you can do, but it is NOT going to involve calling or chatting with the lower tier eBay customer service anymore.

Just for starters, since you have the tracking number go here, and select the carrier and input the number.

This site just might show you exactly where/when the parcel originated, size/weight, and intended delivery address.

https://www.ship24.com/

Go check on it, and make a screen shot. The details should show the street address (not yours).

You can get help for your issue. Typically it requires that you have some documentation from the carrier that the tracking number is NOT related to a parcel shipped to your address. That is sometimes difficult to obtain. For USPS parcels, it may require a visit to your local Post Office. 

Basically, you are going to have to contact eBay Appeals SEND MESSAGE button on this page:

https://www.facebook.com/eBayForBusiness

The eBay staff that monitors the messages here are well aware of the fake tracking scam. Better yet, they actually have the authority to do something about it. You will need to message with your name, contact information, user ID, item/transaction number, any documentation you may have about the parcel/tracking. 

[icepurple]

The item WAS NOT returned to me. I do not know where that item went. My mail come to me at my address. It did not even come to MY post office. I should not have to pay for shipping again. HE is responsible for shipping.

[ittybitnot]

*The carrier (USPS) brought it all the way to my city, different zip code. 

 * After reviewing your case, I see that the buyer was able to provide us with tracking information showing that the item was returned to your address. Because of this confirmed tracking information, we already refunded your buyer.

@icepurple 

What you are experiencing is nothing new.  It is the predictable outcome for the automated system and tracking that says delivered.  The parcel could have been sent anywhere, even to the local KFC restaurant and the outcome would be the same for you....You lose.  Was the tracking even for the return label the buyer was provided?  Was the address altered?  Was the package recalled? 

The second statement above* is a copy paste they use for everybody.  We have seen them all so often that they are easily recognized.  These CS reps are not allowed to do anything else, and their seemingly  "finality" suggested in the messages are simply to make you go away, and save eBay some time and bank.  Though yours is a bit more complicated due to the parcel being "returned", it has all the other indicators of the old "cheap trinket" return scam. 

Unfortunately, since USPS was used you can not get the actual intended delivery address online (you can get this for UPS, FedEx, and other carriers) .  You can go to your local USPS office with your printouts of what you were supposed to receive, and they can tell you if that tracking number was indeed intended for your address or not.  They may balk, but they should provide you that in written form even if they don't disclose who/where the particular parcel's destination was (not you).  In addition,  USPS parcels waiting for pick up are usually held for a couple of weeks. What was the time line for this one?  The plan is to be kind yet assertive when trying to get this information.  It is available. 

When you do find out, don't bother with regular Customer Service callbacks or chats. Instead, use the big blue SEND MESSAGE box at the top of this page: 

https://www.facebook.com/eBayForBusiness


Ask for their assistance. Include your contact number, user ID, transaction details, and what transpired regarding the return parcel being "delivered" to an address NOT in your zipcode, and subsequently being returned to the "buyer" or at least the sender of that package. You can include/upload a photo of your documents/proof as well. 

These people are well versed in this problem, and have the authority to help you.  

Good luck, and let us know how it turns out. 

[d-k_treasures]

If I sold New Jersey to anyone, I wouldn't  want it  back no matter  what ! !   🙂