mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Im trying to get connected with an agent since Im walled by the automated responses.
I tried appealing a case on item not delivered due to shipping delays and eventual package loss. I sent tracking information and the reason. I got this response after.
“After reviewing your appeal, we decided that we won't be able to change the outcome of the case.
We kept the original outcome because you didn't provide valid proof of delivery for the item.”
How come I got this when I sent the required information?
Im trying to remove the defect now, but appeal was used with that.
Ebays Policy states
“We automatically remove defects in certain situations, including where we find the buyer was at fault, if the problem was caused by an eBay site issue, or if there was an issue outside of your control like shipping service delays, or items being delayed because of an extreme weather event.”
Yet I cant do anything so far about this.
@grymauch wrote:
The reason you got the defect is because you didn't refund the buyer within the time Ebay gave you, which was under your control, so they took care of the buyer.
This is an issue that catches sellers off guard sometimes. And you likely will not like my answer. Please remember these are Ebay rules, not mine.
Let's start with when you ship an item. You are the shipper on the shipping label and therefore you are responsible for the package until it gets delivered. So if it is damaged in transit the seller is held responsible. Of course if you have insurance on the package, you can make a claim against the carrier.
Same with returns. When a seller issues a return label to a buyer so they can return the item, the seller is the shipper on that label. That means you are responsible for that package too like you are in the original shipment to your buyer.
So if your buyer shipped the item back to you and it is just now stuck or lost during transit, it is your responsibility and the buyer should still receive a refund. I know that isn't what you want to hear, but it is how it works. That is likely why a Customer Service rep did not close the claim as they learned after talking to you that they could not.
Don't allow this to have Ebay step on on the claim and that will happen if you don't take care of this in the next day or so. If Ebay steps in, you will be forced to refund, get a Defect on your Dashboard and will not get your FVFs refunded. So it isn't worth it to try and fight it as you will be the only one that gets hurt.
Now to your product. You can likely get that moving back to you. What carrier did you use? Was is USPS? If so, call up the tracking on their website www.usps.com . When you are on the page, there is an option to sign up for email updates every time an entry is made on the tracking. Sign up for that so you get notification if the package starts moving.
Now go to the link below and file for a TRACE. Doing this often gets the package moving within about 48-72 hours.
https://usps.my.site.com/emailus/s/package-inquiry
There is still good reason to believe you will get your product back if you follow the instructions above if you shipped via USPS.
Good Luck!
