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.

[stacy_pme]

Did you use the address as it showed up in Ebay, or did you change it?  

I have had instances where this exact scenario happened:  ie:  case resolved in my favor was reversed to buyer's favor, when I actually *should* have won the case, so I called and talked to customer service, and they reversed it again to my favor, and the supervisor set it so that it couldn't be reversed again.  So, if you did everything you were supposed to do, call back and see if you can get it reversed again to your favor like I did...

[dubsteesllc]

Ebay will almost always side with the Buyer. I am sorry that this happened to you.

I'm eagerly awaiting a class-action lawsuit against Ebay.

[ellenallan]

could you please give me the customer service phone number? I can’t find it anywhere! Thank you in advance! 

[ellenallan]

You know, I keep thinking we, the sellers are eBay’s customers. Maybe they could do better to serve the “seller” customer.  Trying to use their customer service is AWFUL. ——not a service.——

[rosemary6525]

The buyer had the wrong address on file with EBAY and even though you printed label thru EBAY and then was returned to you.  Because they opened a item not received that got back money plus shipping??   Even though they had wrong address on file?????????    You should NOT be responsible for the shipping and it practically stealing to make u pay.  Of course on EBAY sellers are lower than low.  And completely expendable excrement        This does not seem right though.   Of course if buyer lies, and opens a INAD case you are always screwed

[toomuchstuffagain35]

When ebay stepped in the first time and found in your favor, you were covered by ebay seller protection.

If you weren't the second time, is it possible the buyer opened a payment dispute with his bank/cc for "refund not received"?

Either way I think you should appeal as you SHOULD have been covered, even for a charge back where ebay had no say.

[ellenallan]

I can't seem to find away to appeal.  Now it seems as though this is closed and I can't do anything. I wish I could find a phone number to speak to a person!

[toomuchstuffagain35]

You could try reaching out to the reps who man the ebay for Business facebook page.

Just go to that page and use the blue send message button.

[gabe101907]

They did something similar to me..

[ellenallan]

Yes, the buyer opened the case.

[dqdistribution]

If you are still looking for a way to contact eBay, you can get them to call you or talk to you via chat.

You do this by going to the top of ebay.com's page to 'Help and Contact'

Scroll down to bottom and select 'Contact Us'

Select your reason

Select 'Chat with Automated assistant'

Select your item and reason in the chat session and once a dialogue appears, type in 'Agent'.

You will be provided with 2 options (Phone and Chat).

Another method of contacting eBay that a lot of people recommend (I would most likely use since you are dealing with an Appeal) is contacting eBay via facebook.com/eBayForBusiness .

[shado-x]

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.

Well, you did get your item back, didn't you?

[janet9988]

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@shado-x wrote:

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.

Well, you did get your item back, didn't you?

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The seller should not be out the shipping coasts for the buyers address mistake.

[ellenallan]

Yes, I did get the item back, but now I am out the shipping cost which was substantial and more than the item! As you know, shipping is no joke these days.

[toomuchstuffagain35]

Which is why you need to appeal. You shouldn't be forced to pay the buyer's shipping costs (either way) because they gave you an invalid address. Someone dropped the ball badly on this one.