Removing account defect

[grymauch]

Hello! Is it possible to remove a defect for a case closed without seller resolution when Im not at fault? The package I sent got lost in transit and I was waiting for USPS to respond to me. They never did, but the tracking in ebay showed package research case closed. No more information. Apparently its still on the way according to the tracking on the carrier website. Buyer got a refund and I made a claim with USPS and got my refund. Now theres just the defect. 

[house*of*paws]

Hi @grymauch 

What was your response to the buyer’s ’item not received’ claim? 

Did you communicate with the buyer to let them know what you were doing to fix their problem?

[steady2304]

Did you refund on your own or did you wait and have eBay step in and refund the buyer? If eBay stepped in and refunded your buyer the defect will stand.

[ebooksdiva]

How did you handle the item not received case? Do you refund the buyer or did you allow eBay to do it? 
If you allowed eBay to handle the case you are pretty much out of luck getting that defect removed. 

[grymauch]

Yes, I told them about USPS and they waited for a time and then opened a claim. I felt like I couldnt do anything so I waited.  It was eventually closed with my appeal and I got this message after. I dont see an appeal option anymore.

 

[heckofagame]

Those claims have deadlines. If you do not take care of things before that deadline, eBay steps in and does it for you. 

[grymauch]

What would happen if I refunded the buyer and they received the item after? 

[ebooksdiva]

They have their money back plus the item. If they are honest they will get with you to repay, but they aren't obligated to.

[grymauch]

How come ebay said I have a valid claim and to appeal when I cant anymore 😔

[ebooksdiva]

Looks like you appealed and it was closed. Sorry but it's obvious that it's over and done. 
ETA: This all recently occurred, if you received a defect for that transaction you won't see it in your dashboard until the next evaluation on July 20th.  

[tobaccocardyahoo]

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@grymauch wrote:

How come ebay said I have a valid claim and to appeal when I cant anymore 😔

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Ebay did not. A customer service rep offered his opinion which was wrong. A common situation which is why experienced sellers do not contact customer service. The reps opinion does not change Ebay actions which are programmed.

[asset_liquidators]

Yes the rep gave wrong info (as they always do) but they are an eBay representative, so they represent eBay, whereby making what they said, what eBay said. EBay just doesn't face repurcussions for giving out blatantly false information.

[squinkercat59]

The exact same thing happened to me, and I TRIED to refund the buyer but the system wouldn't let me. I forget the exact message, but it was something like I couldn't since the case was still under review, or similar, even though there is a record of my communication with the buyer (who was very patient and agreed to see if it turned up) showing I tried to refund her.  I'm still getting updates from the USPS a few months later that they are still looking for it. I did get a refund from the USPS though, although I have the defect.

[dryophelia]

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@grymauch wrote:

What would happen if I refunded the buyer and they received the item after? 

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You wouldn't have a defect.

[grymauch]

Sorry to hear. I suppose sometimes nothing can be done and have to take the loss even when not at fault 😔