Returns extended by more than 30 days

[siamdao]

Some input into this would be appreciated, a buyer had opened a return on eBay.  The buyer did not load a tracking number on the return, nor did we receive the item back.  eBay closed the case in our favor.  The buyer then initiated a claim with PayPal which was decided in his favor (again no tracking number provided),  As part of his claim on PayPal, he included the following information/quote provided to him by an eBay CSR:

‘ We are not able to initiate a refund request through eBay Money Back Guarantee because we were not able to validate that item has reached the seller.  Do not worry as we partner with PayPal to ensure that late filing of claims is still covered by buyer protection’

I understand that is possible that he may have manipulated the quote.  I contacted eBay CSR and asked directly several times if it was possible that the quote was in fact provided by them.  They would not provide a yes or no answer and gave ambiguous responses every time the question was posed.  Ultimately I am left wondering if eBay encourages buyers, on either the expiration and/or case loss, to contact PayPal (as they are 'partners') to make claims of up to 180 days. (note that refunds of fees are not provided to my knowledge when PayPal cases are decided).

[buyselljack2016]

I would not for a minute doubt that an eBay CSR would suggest to a buyer that they could open a dispute on PP after they failed to get the desired results on eBay.

When they go off script , and start to ad lib anything could be suggested.

[kensgiftshop]

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@siamdao wrote:

Ultimately I am left wondering if eBay encourages buyers, on either the expiration and/or case loss, to contact PayPal

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Don't know if they encourage it or not.

Buyers start with Ebay, then Pay Pal, then their credit card if needed and somewhere down the line, they get their money back.

[siamdao]

Yes, it's rather disconcerting.  Particularly when access to the listing isn't available following a period of time well short of 180 days.

[siamdao]

What concerns me most is the use of the word 'partner' and the eBay CSR unwillingness to either deny or confirm the practice.

[ga-8370 · Accepted solution]

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@siamdao wrote:

I contacted eBay CSR and asked directly several times if it was possible that the quote was in fact provided by them. They would not provide a yes or no answer and gave ambiguous responses every time the question was posed. 

Ultimately I am left wondering if eBay encourages buyers, on either the expiration and/or case loss, to contact PayPal (as they are 'partners') to make claims of up to 180 days.

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Yes, it's prevalent, from the middle down. An example:

Hi everyone, the issue seems to be that the purchase occurred more than 60 days ago so eBay no longer has access to the payment nor do we have transaction details. We cannot see the payment date, the estimated delivery date or any other information about this purchase. Because of this, we cannot step in to make a decision and recommend the buyer goes to PayPal as they can offer protection on this purchase.

Note that this is still your issue, as eBay is unwilling to manage payouts for you. This CSR started in massage then sold vitamins, later escalating up to escalations then on to these forums when they wrote the recommendation in italics above, and after moving to Texas currently is manning the social media customer service for eBay. So you can see in writing unlike the conjecture elsewhere here even through all these job promotions that it is not uncommon to suggest that a buyer go to PayPal for protection after eBay protection has failed.

[dbfolks166mt]

Maybe eBay CS has a new motto "Admit nothing, deny everything, make counter accusations."

[siamdao]

Vermin.  If this is the case they need to make transaction information available for the 180 days.