eBay

cutmebr0 · ‎04-06-2019

Bear with me here, it's a confusing one.

So on April 1st I sold an item for $5k, no returns listed, buyer chose local pickup and decided to pick it up on the 2nd. The 2nd rolls around and he doesn't pick it up so we shoot for the 4th...

April 3rd he opens a return case stating that the item description doesn't match the item. However, he has yet to show up to inspect the item. He ends up closing the return case and then opens up a 'did not receive item' case.

Throughout all of this I'm communicating with the buyer and he is refusing to come pick up his item. I'm explaining to him that the item is legit by sending him links to verified sources over the item I'm selling. He isn't having any of it and eBay CS is stating that it falls under buyers remorse. That's great because he's now forced to come pick up his item.

Well he then started using demeaning words, he called me retarded in one of his messages which was great.

So again I've called eBay numerous times and they're stating I could take the easy route and refund his money, but I'm not obligated to and they state that if they step in the will side with me, again about 7 different CS and high value CS told this to me and they all had this recorded in the ticket notes on their end.

Fast forward to today, the 6th, I logged in at 7am and then at 11am CST to see if anything has changed, nothing.

Then all of a sudden at 3:12PM I get an email from eBay telling me that a refund has been issued.

I immediately call eBay and they stated that either I issued the refund, PayPal issued it or it was a chargeback.

So I call PayPal and they're telling me that the refund originated from eBay and that no case has been opened on their end and that no chargebacks from the bank or credit source has been issued.

I call eBay back and they scroll through my activity logs and state there was no activity at the time of refund and that no other IP's or browsers were logged in at that time and that no other devices except mine have logged into my account in the last month.

They are just as confused as I am but their only conclusion is that I somehow clicked through numerous links accidentally and initiated the refund.

They stated that they are moving this over to some finance dept to review on Monday since they are not in on the weekend.

I'm not really sure what I'm seeking here other than a talking point. What do you all think?

Please refrain from replies such as: You should have just gave him a refund in the first place, why are you fighting this, you still have your item who cares, etc.

The entire point is that somehow a mystery refund has been issued without my consent.

pburn · ‎04-06-2019

@cutmebr0 wrote:

They are just as confused as I am but their only conclusion is that I somehow clicked through numerous links accidentally and initiated the refund.

They stated that they are moving this over to some finance dept to review on Monday since they are not in on the weekend.

Well, I suppose you could have accidentally initiated the refund, but I would think it would be a more obvious procedure than just clicking through numerous links. (Although, I did delete an entire Pinterest board the other day by misreading the popup warning--Are you sure? You bet I'm sure! Oh, wait . . . **bleep**)

I guess all you can really do is wait until whoever over in Finance reviews it. Not much more you can do at this point.

(Are you sure I can't tell you this would've been the ultimate outcome anyway? Okay. I won't.)

Be sure to update this thread when you find out what happened!

ga-8370 · ‎04-06-2019

@cutmebr0 wrote:
April 3rd he opens a return case stating that the item description doesn't match the item. He ends up closing the return case and then opens up a 'did not receive item' case.

Screenshots or that didn't happen.

cutmebr0 · ‎04-06-2019

Haha, no that's reply is fine.

I was actually playing Barbies with my girls at the time, so I wasnt even using eBay since 11am that morning on my desktop. I've accessed eBay through mobile to respond to messages but I've always used the browser.

@pburn wrote:
@cutmebr0 wrote:

They are just as confused as I am but their only conclusion is that I somehow clicked through numerous links accidentally and initiated the refund.

They stated that they are moving this over to some finance dept to review on Monday since they are not in on the weekend.

Well, I suppose you could have accidentally initiated the refund, but I would think it would be a more obvious procedure than just clicking through numerous links. (Although, I did delete an entire Pinterest board the other day by misreading the popup warning--Are you sure? You bet I'm sure! Oh, wait . . . **bleep**)

I guess all you can really do is wait until whoever over in Finance reviews it. Not much more you can do at this point.

(Are you sure I can't tell you this would've been the ultimate outcome anyway? Okay. I won't.)

Be sure to update this thread when you find out what happened!

cutmebr0 · ‎04-06-2019

@ga-8370 wrote:
@cutmebr0 wrote:
April 3rd he opens a return case stating that the item description doesn't match the item. He ends up closing the return case and then opens up a 'did not receive item' case.
Screenshots or that didn't happen.

Here you go. These are emails from eBay. Tomorrow morning I can take some screenshots from the resolution center from my computer

cutmebr0 · ‎04-06-2019

Left the original initial return request out.

cutmebr0 · ‎04-06-2019

Had to do some redacting.

ga-8370 · ‎04-06-2019

Is this the chronological order?

What are the actual dates and times on shots #2 and #4, not just 4 days ago?

vintagecraze50 · ‎04-06-2019

With local pick up are you suppose to manually do something to show that the buyer received the item. And then, if you do not do that does the system automatically refund? Just a guess. Very strange.

orangehound · ‎04-07-2019

Some comments ...

He isn't having any of it and eBay CS is stating that it falls under buyers remorse. That's great because he's now forced to come pick up his item.

Yes, it is remorse. No, he isn't forced to come pick up his item.

I've called eBay numerous times and they're stating I could take the easy route and refund his money, but I'm not obligated to and they state that if they step in the will side with me, again about 7 different CS and high value CS told this to me and they all had this recorded in the ticket notes on their end.

First, you are not going to talk with a "high value CS" (unless you are a large seller or in eBay's concierge program) ... you will talk with lowly-paid, script-reading customer service minions. Second, when they go off script, they will say whatever it might take to get you off the phone. In this case, all 7 lied to you - you are obligated to refund money on an Item Not Received case if you do not have on-line proof of delivery, which will be either (a) shipping tracking, or (b) an eBay message from the buyer that it was received.

So I call PayPal and they're telling me that the refund originated from eBay and that no case has been opened on their end and that no chargebacks from the bank or credit source has been issued.

There should have been a case (a "request" turns into a "case" when eBay is asked to step in by the buyer or seller). But, I think you got lucky. Yes, you might have accidentally issued the refund. If not, then it is most likely that the buyer called customer service, and when the eBay CS minion saw your overall situation (messages noting pick-up expected but not picked up), the eBay customer service rep decided to be very, very kind to you by bypassing the "case" and just initiating the refund ... if they had escalated to a case, you would have not only been forced to refund, but you would have lost $650 in eBay and PayPal fees.

cutmebr0 · ‎04-07-2019

@orangehound wrote:
Some comments ...

He isn't having any of it and eBay CS is stating that it falls under buyers remorse. That's great because he's now forced to come pick up his item.

Yes, it is remorse. No, he isn't forced to come pick up his item.

I've called eBay numerous times and they're stating I could take the easy route and refund his money, but I'm not obligated to and they state that if they step in the will side with me, again about 7 different CS and high value CS told this to me and they all had this recorded in the ticket notes on their end.

First, you are not going to talk with a "high value CS" (unless you are a large seller or in eBay's concierge program) ... you will talk with lowly-paid, script-reading customer service minions. Second, when they go off script, they will say whatever it might take to get you off the phone. In this case, all 7 lied to you - you are obligated to refund money on an Item Not Received case if you do not have on-line proof of delivery, which will be either (a) shipping tracking, or (b) an eBay message from the buyer that it was received.

So I call PayPal and they're telling me that the refund originated from eBay and that no case has been opened on their end and that no chargebacks from the bank or credit source has been issued.

There should have been a case (a "request" turns into a "case" when eBay is asked to step in by the buyer or seller). But, I think you got lucky. Yes, you might have accidentally issued the refund. If not, then it is most likely that the buyer called customer service, and when the eBay CS minion saw your overall situation (messages noting pick-up expected but not picked up), the eBay customer service rep decided to be very, very kind to you by bypassing the "case" and just initiating the refund ... if they had escalated to a case, you would have not only been forced to refund, but you would have lost $650 in eBay and PayPal fees.

Real quick. On my way to the zoo but decided to respond to this.

I have a high value CS for my item and this case. I have no idea how to prove that to you. I'm not sure why they would lie about that.

I guess he isn't forced to pick it up.

I'll respond more clearly when we get back home.

cutmebr0 · ‎04-07-2019

Yes that's correct! We're on our way to the zoo but as soon as we get back I'll reply with the requests/case through resolution center.

@ga-8370 wrote:
Is this the chronological order?
What are the actual dates and times on shots #2 and #4, not just 4 days ago?

cutmebr0 · ‎04-07-2019

One more thing, sorry for the double posting. But the email I have the screenshot of states that ebay can be asked to step in on the 9th. And the refund was issued on the 6th.