How can you dispute a case closed by ebay?

[3wholedays]

What do I do to resolve? My case was closed by ebay. Multiple reps communicated incorrect information that I have saved in emails they sent.

I am in a do loop where I call in explain the incorrect information to the rep, they say I will get a call or an email in 24-48 hours, but I do not get a response. If I ask to speak to a supervisor, they say the supervisor denied my request because my case is closed.

Thanks.

[dentalsales4u]

Your best bet is to deal with the reps on eBay for Business on Facebook.

They are actual eBay employees and not call center reps who don't know what they are doing.

They usually say what you want to hear to get you off the phone.

[donsdetour]

Please explain the whole situation with out any user names....

[partfinds]

@3wholedays 

What case closed? Return case? Or appeal is closed? Did you approve return? What happened?

[3wholedays]

I sold an item to a buyer. Although I did not offer returns, when the buyer requested a return, I agreed. When agreeing to the return, somehow I refunded the buyer at the same time. 

I called ebay to let them know what happened. They told me they would contact the buyer, and if the item was not returned they would refund me - even with me making the mistake of refunding the money.

Then the buyer was refunded, without being contacted by ebay - according to the buyer, and the case was closed. 

When I responded to the email about closure, multiple reps stated that I would get the refund. When I would reply with how much and when, that's when I would get an email response saying different amounts (with and without fees, with and without shipping, etc.) and that funds would be processed in 24-48 or 72 hours. Then nothing would happen. I have saved these emails. Eventually it seemed like my ability to reply to these emails ended.

Then I started to call on the phone. The same thing would occur - I call in explain the incorrect information to the rep, they say I will get a call or an email in 24-48 hours, but I do not get a response. If I ask to speak to a supervisor, they say the supervisor denied my request because my case is closed.

So the case was closed without resolving my issue of getting the item back, or providing me a refund even though I was told I would. The buyer says they were not contacted by ebay, and they also haven't shipped the item back as they told me they would.

Ebay could have told me from the start, and in follow up calls that I made the mistake and therefore I am out of luck - but they didn't. As quickly as I called after the mistake, I also believe they could have held my refund to the buyer until the item was returned - but they didn't. 

Thanks for your help. I am very frustrated. 

[allen1853]

Simple answer. Nothing. Ebay agents consistently provide inconsistent and often wrong information, including "supervisors". They say they will "discipline" the agent who was wrong. In other words you cannot rely on anything an agent tells you. If you lose money or an item ebay just "disciplines" the agent. 

[albertabrightalberta]

@3wholedays 

I'm sorry but you made a mistake. 

There are a couple of options to choose from when accepting a return request. You can choose to refund or you can choose to send a return shipping label for the buyer to use for the return. 

It sounds like you chose the option to issue a refund without requiring return of the item. And once you've issued a refund, there's no way to force the buyer to return it. 

If the buyer is honorable, they should return it but you can't force them to do so, and neither can or will ebay do it. 

In the future, be sure to verify that you're checking off the intended option before submitting.

[wastingtime101 · Accepted solution]

It's not uncommon to get wrong info from CS. eBay won't stand behind what the rep says. The new rep will just tell you the old one was wrong and they'll give you a new answer.

Try to work with the buyer. Since they already agreed to return it, maybe you could send them a prepaid shipping label to encourage the process.

[dbfolks166mt]

Simple answer. Nothing. Ebay agents consistently provide inconsistent and often wrong information, including "supervisors". They say they will "discipline" the agent who was wrong. In other words you cannot rely on anything an agent tells you. If you lose money or an item ebay just "disciplines" the agent. 

[mam98031]

Without reading any further into what transpired on this transaction, your opening statements really guide us.  "I sold an item to a buyer. Although I did not offer returns, when the buyer requested a return, I agreed. When agreeing to the return, somehow I refunded the buyer at the same time. "  You CAN'T appeal this time of claim where you voluntarily refunded them.  While I'm confident it was an honest error on your part, there is simply nothing that can be done now.

The buyer doesn't even need to return the item either.  You are simply stuck on this one.  YES when you refund a claim, the claim closes.  

You might want to look at those emails you saved closely.  The CSRs are likely speaking to the refund of your FVFs to Ebay.  Those would automatically get refunded to you within a few hours after you refund a buyer.

[mam98031]

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request, if the buyer properly filed the claim.  Or if they want to they can accept the return and have the buyer pay the return shipping.  If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.

For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.

[mam98031]

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@albertabrightalberta wrote:

@3wholedays 

I'm sorry but you made a mistake. 

There are a couple of options to choose from when accepting a return request. You can choose to refund or you can choose to send a return shipping label for the buyer to use for the return. 

It sounds like you chose the option to issue a refund without requiring return of the item. And once you've issued a refund, there's no way to force the buyer to return it. 

If the buyer is honorable, they should return it but you can't force them to do so, and neither can or will ebay do it. 

In the future, be sure to verify that you're checking off the intended option before submitting.

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I agree with what you said except for "If the buyer is honorable, they should return it but you ...".  I see that a bit differently.  When we refund a buyer right away, we are telling our buyer that they do not need to return the item.  Because the buyer would not be required to pay for the return shipping and the seller didn't issue a return label.  Why would the buyer be expected to return the item on their own dime?

[mam98031]

Ebay CS are often wrong.  A sad but true statement.  However in this particular case, we don't know exactly how the OP was wording things with the CSR.  It could be the CSR is explaining that the FVFs Ebay charged will be refunded to them in a few hours.  It all depends on what the CSRs believed the OP was actually asking them.

[rugerskick]

This constitutes business fraud.

[mam98031]

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@rugerskick wrote:

This constitutes business fraud.

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How is that?  The seller voluntarily refunded the buyer WITHOUT requiring them to return the item.  Certainly the OP made a mistake but that doesn't make this fraud.  Unless the OP is defrauding themselves.  They just simply made a mistake.