eBay

nyccowgirl7 · ‎05-14-2020

I had a buyer falsely claim that an item I sold was NAD. She returned the item (despite my strenuous objections) and I have already reported her. I received the item back today along with a lovely email from ebay saying the refund was automatically issued from my account. The Seller Help page directs me to the help article on appealing a defect for returns. This in turn directs me to Seller Dashboard, see cases, see details. When I get to the details, there is a link to click that says send us an appeal. Which goes to the the help article page...

As there is of course no phone support right now, could someone PLEASE tell me where I should actually go on the site to appeal...? Or do I have to wait until phones are back up? I have about had it as a seller, I am just so beyond frustrated. Thanks in advance.

bebe-1153 · ‎05-14-2020

You can't.

While eBay says in policy that you can appeal a decision, the actual evidence from phone calls, email replies from eBay, and posts here is that after you ask eBay to make the decision, instead of resolving it yourself, you cannot appeal the decision.

fashionandform · ‎05-14-2020

Why was it not as described according to the buyer? It makes a difference if you can add evidence, photos, measurements, etc that can help bolster your case. i once had a buyer want to return as SNAD because she claimed their was a' rip' in the item. i was able to pinpoint that part of the dress in the original posted ebay photo to show there was not a rip ( she had cut it when cutting off the the corner of the envelope ( diagonal cut makes the infamous diamond cut pattern). i did a photo of both sections for comparison and won my appeal.

there is phone support right now. go to contact us link and you will get a call back. i have used it in the last week. you can ask for the appeals department and take notes, names, etc. I would always try to talk to a person instead of filling out a form. Sometimes its several people until i get someone who is helpful! You can also ask about feedback removal.

And make sure you block them.

orangehound · ‎05-14-2020

@nyccowgirl7 wrote:
As there is of course no phone support right now, could someone PLEASE tell me where I should actually go on the site to appeal...? Or do I have to wait until phones are back up? I have about had it as a seller, I am just so beyond frustrated. Thanks in advance.

You can send a message to eBay through their facebook or twitter page.

FYI ... I haven't seen a seller successfully fight a false NAD (Money Back Guarantee) claim since eBay's policies changed last fall, so fighting it with eBay is self-abuse. The only thing you can do is report the buyer.

cream_couture · ‎05-14-2020

I have successfully won appeals...in fact I have won every appeal I have ever filed. And I have won ones since last fall (as recent as March of this year). I know other sellers who have too. I usually do so over the phone though. If you have evidence to provide, I would contact eBay on social media (Facebook or Twitter) or via chat to provide the evidence and chat directly with the appeals team. eBay does have phone support, but they have to call you (eBay called me last week) and it seems to only be for certain issues. It was a pop up option for me in the help center, so I don't know how to tell you to request a call back.

Being that you already have the item back, the most you can probably get back is the shipping fees, selling fees and have the defect and feedback removed. Without knowing more particulars of your case, I can't offer any other advice.

nyccowgirl7 · ‎05-15-2020

>Why was it not as described according to the buyer? It makes a difference if you can add evidence, photos,

She claimed because the box was old and worn. I specifically stated that in the listing and provided close up photos. This was for a used puzzle. If ebay used any kind of common sense instead of freaking bots, it would have been obvious right off the bat that this was a remorse claim.

>there is phone support right now. go to contact us link and you will get a call back. i have used it in the last >week.

I do not have the option for call back - tried yesterday and today and when I call directly I just get the recording. I sent a message on FB but could not get any reply via chat. I am not emailing the concierge people because they are 100% straight off a script in my experience.

>And make sure you block them.

Oh absolutely already done, plus I filed a complaint about her.

I just don't know what else to do until I can actually speak to someone and that doesn't seem to be an option I have access to at the moment. For the record, I'm a Premium Store member in good standing. I would think they would be more willing to assist their Store sellers, but I guess until you move up to Anchor they can't be bothered...