mam98031 • Volunteer Community Member • Buyer/Seller since 1999
albertabrightalberta | Volunteer Community Mentor
You seem to have multiple problems.
I sold an expensive furniture coat to a Norwegian buyer....she had a drop location in the us...I do not ship outside the us...
That means you shipped to a Freight Forwarder. One that Freight forwarder reshipped that item to your customer as per the Money Back Guarantee policy the buyer loses their buyer protection.
'she got the coat...did not want it had reasons why the coat was not for her...paypal refunded her even after I explained her breaking the rules and the coat was explained totally.....
It is possible the buyer knew the rules of Ebay, so instead of filing a claim in Ebay they filed a Chargeback which is directly with their Credit Card company.
But even when PayPal is involved, they HAVE TO go through Managed Payments. So you would have received an email from Ebay notifying you of this Chargeback being filed and you had the ability to submit evidence to dispute the Chargeback.
Did you do that? Did you submit that the buyer was not covered under the MBG and why they weren't? Did you give the information that you shipped to a freight forwarder and then they shipped to her country? All of which you should have informed Ebay and the Credit Card Company.
I never got the coat back...she had an poor return address...it is now back in Norway at a post office
she is gone and so is the coat....
Usually when a Chargeback is involve the item doesn't get returned to the buyer. The CCC allows the buyer to keep the money and the item. Unfair, absolutely. Legal, yes and no.
If the buyer had a "poor return address", that would be on you. Your return address is determined by what you have set up in your account preferences.
ebay of course always sides with the buyer...they told me that it was not ebay covered...and so sad too bad...
Unlikely that is actually what Ebay said to you, but I'm sure it is how it made you feel. Actually a couple of things. Ebay has NO POWER to stop a CCC from refunding a buyer. No power at all on a Chargeback. However we do still have certain Seller Protections on Ebay, one is regarding this vary transaction as I explained earlier. So while Ebay can't stop the CCC from taking the money they are after, Ebay can stop it from coming out of the seller's fund and pay for it themselves.
And that is what should happen here. You should be covered under seller protection. You need to appeal this with Ebay. But make sure you have your information TOGETHER before doing that. You want the portion of the MBG that pertains to shipping to a Freight Forwarder, so read the policy carefully.
I would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/eBay/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/home
While there certainly aren't many on an INAD, there is for this OP's issue and it is specifically called out in the MBG.
Exclusions and special coverage when the item doesn't match the listing
The item was collected by a third party on behalf of the buyer | Not covered |
Withdrawal of the items in your Collection when stored in the eBay vault | Not covered Withdrawals may be covered separately by the eBay vault. |
The buyer arranged their own shipping method, such as a courier pickup | Not covered |
The item was sent to another address after original delivery | Covered:
Not covered:
|
Unless I misunderstood the OP, the buyer filed a claim in PayPal, which would be handled as a Chargeback in Managed Payments.
@soh.maryl wrote:Everyone seems to understand this except me: What is a "furniture coat"?
I don't know what it is, but it isn't important to understanding the issue the OP is having. IMHO
@toomuchstuffagain35 wrote:furniture coat is probably an autocorrect error. Have they sold a fur coat?
Unless the OP sold the item using a different ID, the only sold item on this ID is "Antique Victorian Pocket Watch Holder with Cranberry Glass fruit and garland"
Maybe voice-to-text heard "fruit" as "furniture coat?"
