ebay reversed a case decision to favor the buyer completely

[ellenallan]

I am a seller who had a buyer give me the wrong address. On the day that I had the item returned to me because of the incorrect address, the buyer opened a case. I contacted the buy and offered to refund the price of the item but not the shipping which they said was okay, however because he had opened a case Ebay's system would only allow me to refund the item and the shipping. I asked ebay to step in and they told me that I won and would not refund him anything, then two days later they sent me a new decision where they refunded the buyer completely for item and shipping. Is this normal? Is there anything else I can do to get the shipping back?  Also I tried like a mad person to find someone to talk to, but all I could get was their AI chat box which IMHO is USELESS.

[buyer-topia]

I'm sorry this is happening to you! 
Keep pursuing it. 

You have some cool stuff listed!
I'll offer an unasked for tip on your beautiful scones;
Make the first word of your title BROKEN thus avoid INAD claim. 
BROKEN Art Deco SLIP SHADE Sconces Amber Glass Shades Only, Lincoln Medieval 

[heckofagame · Accepted solution]

Did the buyer open a case for the return?

[sextons-sweet-deals]

Was the package automatically returned due to bad address, package undeliverable, or did you do a recall with USPS? Just curious. You stated, 'On the day that I had the item returned'. Sounds like the buyer was watching the tracking process.

If the buyer was fully refunded, it sounds like they paid for the item and the shipping cost, correct? You can't punish a buyer for the shipping fee. The return process shouldn't have cost you anything extra but your time and maybe that .30 listing / selling fee, but I would think you would get that back. 

Correct me if I'm missing something here. 

[ellenallan]

Thank you! That is an excellent tip and will do!

[ellenallan]

Yes, he opened it the day the package came back to me.  I could see on tracking that the package was taking a while, but I had no idea that the address he had given me was not a real address. The city was not  correct.

I tried like heck to find where I could only refund the item, but I believe because he opened a case, the only option I could find was to refund all including shipping.

[ellenallan]

The buy gave me the wrong city in his address, so the post office returned it to me. I could see in tracking that the package was taking a long time, but tracking wasn't telling me the address was bad. So I followed the instructions in the open case and contacted the buyer saying I would be happy to either refund the item or he could pay for shipping again and I would send it. At that point he gave me the corrected address. He wanted a refund and understood that it was only for the item, but I could not find a way to only refund for the item so I asked for Ebay to step in. They decided first I could keep all funds and that the case was closed. Then the buyer asked for his item refund and then Ebay revised their decision and said that since I did not refund him, he could have a complete refund of item and shipping and now they are taking both out of my account!

[luckythewinner]

---

@ellenallan wrote:

The buy gave me the wrong city in his address, so the post office returned it to me.

---

When you printed the shipping label, did the USPS warn you that the address was not valid?

[coolections]

Are you sure Ebay did not give the buyer a curtesy refund? In cases like this they usually do.

[caldreamer]

When buyer opens "did not receive item" case (you enter tracking# proving item delivered to address on record).   Case will automatically close in your favor.

Then if you want to refund customer "purchase price only" go to ORDERS, ALL ORDERS (select item & click down arrow & select SEND REFUND).   Enter amount you want to refund.

NEVER ask EBAY to "step in" (it will never end well for you).   Also you will get a "defect" on your account for not handling problem on your own.

[showmecurrency4u]

this shows ebay sides totally with the buyer even lf they thhey atre the cause of the problem.

[stacy_pme]

If your label that printed out, is the address given to you by the ebay system, you are covered.  IF you put a different address than what is listed in the ebay system, you lost ALL of your protection.

[ellenallan]

No I do not believe so. 

[ellenallan]

I was never able to send a refund of any kind other than entire amount  through the Orders part. It would only allow me to refund all. 
I think once he opened the case, it disabled my ability to do anything g but full refund. 
I did put in the tracking info which was ridiculous as it is already part of order, then as you say EBay did side with me. But he complained again and won  100 percent and all funds were withdrawn from my account. 
Going forward I now understand, buyers can do whatever they like, refund them the whole darn thing from get go and move on. 

[ellenallan]

nope,  they are taking it out of my account.