I sold a tool to a buyer that was damaged by the carrier in transit. They refused delivery and sent the tool back and requested a refund. I have been trying to refund them for over a month but every time I try to add my payment method to handle seller costs I get an error that Ebay is unable to add my credit card. I have spent over a month contacting customer service and every time I have been given a different reason and no actual solution.
The fist time I contacted them I was told that there was an issue on Ebay's end and that the problem would be escalated. I never received a reply. When I contacted them the second time I was told that there was still an issue on Ebay's end and that I should instruct my buyer to reach out to Ebay and that they would be able to resolve the matter with them. My buyer spent a week trying to get in contact with someone only the be given the runaround by the phone system. I reached out again on the buyer's behalf and was told that my issue would be elevated to a supervisor who should be able to solve the problem in a few hours and get back to me. After again receiving no reply, I called back again the next day and was told that it was not an issue on Ebay's side, but that it was an issue on my bank's side. I then reached out to my bank who told me that there were no issues with my card or account and that they were not receiving any kind of information from Ebay when I tried to link the account, confirming that the issue is on Ebay's end. Another call to Ebay customer service and I spoke with a rep who confirmed my details and card information and told me that it was an issue that would have to be escalated to tech support. I was also told that I would not get any kind of update and that I would just have to check to see if the issue was corrected. I reached out to Ebay support on Facebook as well and got essentially the same answer. It has been about a week since then and I still haven't been able to add the card
Today I called back again and my understanding based on what the rep told me was that tech support had replied that there was a "hard" block on the card. I was also told that according to their records, the card had already been added but was "inactive" in their system. I don't see any record of my card in the payments section of my account and apparently the rep was not able to remove it from my account either. When I asked if there was another team I could speak to I was told there was a way to elevate it, but that there was no way to speak to that team, only a way to submit the issue to them and hope for a reply. I'm not holding my breath given my previous attempts to fix this.
This has been preventing me from refunding my buyer for over a month. I have a Chase Ink business card, one of the most popular business cards in the country and I find it hard to believe that Ebay would not accept that as a valid payment method. They had no problem adding my Chase checking account so it isn't a problem with the bank. Is there a way to speak to an actual person that can solve this problem? From my conversations with support it just seems like my only option is to stop selling on Ebay because I won't be able to refund sellers if there is an issue. I'm like one step away from filing a complaint with the FTC over this.
