Refusal to receive the item

[r-mamba_brushless]

Dear friend.  I sold an item on eBay and few days later buyer requested to cancel the order. But I had already shipped his item and therefore could not cancel it.  Later, when the item arrived at the buyer's home, he refused delivery. So the item returned to the sender.  Then he filed a claim directly with PayPal, stating he didn't receive the item and a dispute was opened. I then attached proof that the buyer refused the package (tracking, screenshot, etc), and to my surprise, eBay closed the dispute in his favor. Why did eBay close the dispute in his favor if the tracking clearly shows the item arrived and buyer did refuse the package?

[krazzykats]

Because he didn’t receive it and you now have the item back. You aren’t entitled to a gain because the buyer changed their mind.  

ᓚᘏᗢ

[inhawaii]

Based on the info you provided, ebay shouldn't/wouldn't close the case in his favor.

But if he filed his complaint with his payment method (in this case paypal) it's like a "chargeback". 

if paypal finds in his favor, there is nothing ebay can do.

[kensgiftshop]

@r-mamba_brushless 

If the buyer opened a case through Pay Pal, Ebay had nothing to do with it.

Pay Pal goes by their policies, not Ebays.

[soh.maryl]

Doesn't it sound like the buyer refused the package? Have always heard that refusing the delivery of a package voids any MBG protection the buyer would have had.  

[powell-collectibles]

PayPal dispute - eBay policy means little to nothing in this case.

[soh.maryl]

Ignore that -- it's not eBay so my statement was wrong.  

[r-mamba_brushless]

Thanks for your response. But as far as I know, eBay protects sellers against this type of action. However, it doesn't seem fair to have a defective transaction on my account because buyer refused the package.

[toysaver]

"I then attached proof that the buyer refused the package (tracking, screenshot, etc), and to my surprise, eBay closed the dispute in his favor. Why did eBay close the dispute in his favor if the tracking clearly shows the item arrived and buyer did refuse the package?"

Sounds like you didn't upload the tracking number and instead uploaded a picture of the tracking once a case was opened.  One of the hazards of drop shipping...

[r-mamba_brushless]

Thanks for your response. Well, as far as I know, eBay should protects sellers against this type of buyer´s action. However, it doesn't seem fair to have a defective transaction on my account because buyer refused the package.  In fact, the tracking clearly shows that the package arrived in the destination country and was then refused by the recipient. It was the user's first purchase on eBay and he arrived already damaging my account.

TRACKING NUMBER: RR065933797BR

Website for tracking:

https://www.17track.net

[r-mamba_brushless]

Ok, there. Thanks for your response. I understand your point of view. However, it's unfair for eBay to release a defective transaction on my account because buyer refused delivery. Something is wrong on this. 

[r-mamba_brushless · Accepted solution]

Hi there. Yes, exactly! eBay didn't protect me and, on top of that, released a defective transaction in my account. Even though the tracking clearly showed that the buyer refused the package, someone from support closed the case in the buyer's favor. Then I asked support for a review but it was denied. Apparently, eBay doesn't want to take responsibility for this loss and passed it on to me. They know I'm outside the US and there's nothing I can do to reverse it.

TRACKING NUMBER: RR065933797BR

Website for tracking:

https://www.17track.net

[r-mamba_brushless]

Hi there, Yes, I see. But as another seller told me, in such situations eBay should protect the seller. But they didn't protect me, and on top of that, they released a defective transaction on my account. That definitely doesn't seem fair.

[lacemaker3]

---

@r-mamba_brushless wrote:

Thanks for your response. Well, as far as I know, eBay should protects sellers against this type of buyer´s action. However, it doesn't seem fair to have a defective transaction on my account because buyer refused the package.  In fact, the tracking clearly shows that the package arrived in the destination country and was then refused by the recipient. It was the user's first purchase on eBay and he arrived already damaging my account.

TRACKING NUMBER: RR065933797BR

Website for tracking:

https://www.17track.net

---

@r-mamba_brushless 

I think the problem in this case, is the shipping service you used:  Registered Mail, from Correios Brazil (Brazil Post).

In order to have Seller Protection for an item not received case, you need to

1. use an Integrated shipper, and
2. have a tracking number that shows at least an attempted delivery scan.

Here is the policy, on the export seller website:

---

https://export.ebay.com/en/fees-regulations-policies/seller-protection/seller-protection/

You have the scan, but Correios Brazil does not show up on the page as an eBay integrated shipper. That means that eBay can't get the tracking results automatically (without a person needing to review the results). That is necessary in order to have seller protection.

This page is the one that is linked in the first highlighted red box above:

---

https://export.ebay.com/en/ebay-partners/?countries=Brazil

---

[soh.maryl]

As noted, this was a Paypal transaction, thus effectively removing it from eBay's jurisdiction.