Returns Resolution Program

[october15]

What happened to this program?  I have been in it for about 1.5 years, and it was great until this week.

I had a buyer buy a pair of jeans.  He opened a return alleging they arrived damaged.  No photos and no further explanation.  I received them, and there was nothing wrong so I charged return shipping/re-stocking fee.  I also uploaded 10 photos showing no damage and throughly explained whey I felt buyer was lying.  Buyer escalated the case because he was mad about the charges and complaind that he doesn't have to pay for return shipping on Amazon.  He never defended his claim that the jeans were damaged or disputed my claim that he was abusing the money back guarantee program.  He got his partial refund from me on the 9th and eBay gave him a second refund for the full price on the 11th.  He got back more than he paid for the item to begin with.  The buyer then left me positive feedback complaining about the partial refund and that the jeans didn't fit - which was the real reason for the return.

Anyway, I called eBay tonight to get the second refund reversed and they won't do it.  They agree that the buyer lied, but said he is entitled to a full refund because he initially claimed the item was damaged - which eBay acknowledged the buyer admitted to the contrary.  They said that all I can do is report the buyer and they will investigate and sanction him.  

How can I reverse the full refund eBay issued?

[ed8108]

Appeal, Reargue and attempt to have the decision reversed in your favor.

I am not optimistic that you will be successful, you are dealing with ebay.

[october15]

I know that eBay's automated system gave the buyer the second refund which means that my written appeal will be decided in favor of the buyer by the same automated system. That is why I called them. The customer service rep said that eBay changed the policy AGAIN . Any time a buyer commences a return alleging a defect, the buyer will automatically get a full refund IF they escalate the case. Ebay does not care if the buyer admits they are lying or if the seller can unequivocally prove the buyer is lying. Buyer get s a full refund - no exceptions.

I called PayPal to dispute this because it is fraud. They verified the two refunds this buyer got. PayPal transferred me back to eBay to a different representative. That rep told me the same thing. I asked to speak to a supervisor, and she said none were available and that they would just offer me the same resolution as she did.

Is there another way I can try to get eBay to reverse the full refund they issued?

[missjen831]

eBay won’t reverse the full refund, they can’t take it back from the buyer. You need to complain enough that they give you a courtesy refund. Instead calling, try contacting them through twitter or Facebook.

[rock4best]

I believe that you are talking about Pilot program for returns. eBay ended this program at the end of 2017. Even then, you should call eBay for their support before you will issue a partial refund so they have on record your part of this story. You can't do partial refund anymore as Pilot was ended, sorry.

I think it is so wrong for PayPal to process refund twice for the same transaction, so you should talk to their supervisor. Maybe better to wait for Monday for this. I don't think they are allowed to refund more than buyer paid. Even if it was eBay refund, PayPal is responsible for letting them do it. Try to find some answers from them.

[green-night]

I believe that you are talking about Pilot program for returns. eBay ended this program at the end of 2017. Even then, you should call eBay for their support before you will issue a partial refund so they have on record your part of this story. You can't do partial refund anymore as Pilot was ended, sorry.

I am in the pilot program and can still issue a partial refund.   It sounds like the OP can too since they claim to have issued a partial refund on an NAD return.  They would not have been able to do that if the pilot return wasn't still working for them.   Funny though, because the last rep I mentioned the pilot return program to also said it ended in January.   Guess they haven't shut it down quite yet for everyone. Thay said once the 'free returns' thing starts, the ability of sellers to decide on what to refund will basically take the place of that. 

[october15]

I am still in the pilot program and I can charge return shipping and re-stocking fees.  eBay has always decided in my favor when a buyer has escalated a case in the past.  This time eBay ruled in favor of the buyer because tracking showed I received the item, which was never the issue.  The representative told me that eBay is now going to back the money back guarantee to the buyers in all cases - even if the buyer is lying. 

[green-night]

@october15 wrote:

I am still in the pilot program and I can charge return shipping and re-stocking fees.  eBay has always decided in my favor when a buyer has escalated a case in the past.  This time eBay ruled in favor of the buyer because tracking showed I received the item, which was never the issue.  The representative told me that eBay is now going to back the money back guarantee to the buyers in all cases - even if the buyer is lying. 

Doesn't exactly lead one to have a warm feeling about this lip service does it?