Hi all - I need advice on how to get resolution from eBay on a return. I'm a buyer and seller and am aware of their policies.
In summary, I made an international purchase and eventually had to open an item not received case. I did give it a few weeks beyond the anticipated receipt date since I know international takes longer than anticipated. eBay allowed additional time for the INR case since the tracking showed it was in transit (though had not updated in over a month). I did then finally receive the item, but it was not as described (fake bag, unfortunately.) So I closed the INR and opened a SNAD for doesn't seem authentic on the same day it was received.
Now, even though it's been a only a week and a day since I've received the item, eBay is saying it's beyond the MBG and I have to go through PayPal. Which of course I do not want to do since I should not need to pay return shipping.
Here's a timeline of what has happened:
3/25/19 - Made purchase on international item. Item was estimated to be received in early May.
5/17/19 - Began contact through eBay messages with seller to see if they had any additional info on tracking.
5/24/19 - INR opened
5/28/19 - seller added shipping details
6/3/19 - eBay placed INR on hold for 10 days since item in transit (since 3/25 - no update since 4/14)
6/7/19 - Item received. INR closed. SNAD opened.
The CS rep initially said I was beyond the MBG period since the item was received 4/14/19. I pointed them to the tracking, which finally updated showing it was not received until 6/7/19 and also to the prior INR dispute. The system wasn't letting her do anything with the return, so she asked an appeal specialist.
She came back to the line and said they are able to force the return and would generate a return label. I pointed out the seller has to give me money for the return since it's international, so I just need eBay to approve the return so I can move to that step and she realized as she was trying to process the return that that was correct and she couldn't give me a return label.
She went back a few more times to talk to appeals and now they are telling me I have to file with Paypal because there is nothing they can do in their system.
I know I have 30 days under the MBG to file and the CS acknowledged I was right and apologized she couldn't help me. So what do I do now? How can I escalate above CS to get the correct resolution under eBay's own policies? If it matters, the seller hasn't responded to the SNAD at all.
