eBay

astropods · ‎01-23-2019

I've always had great interactions with customer service personnel at eBay until a very disappointing conversation today. I have been a member of eBay for 15 years and have never had any issues bad reviews or cases against me. Last month I had a sale where the customer requested a refund without given an explanation as to what was wrong with the item. I asked the customer what was wrong with the item but they did not respond. The customer never answered my messages and then opened a case against me saying the item I sent was defective. I contacted customer service and was advised to try to communicate with the buyer again. The buyer again did not respond so I attempted to send them a label to return the item. I did not see the option to send a label to the buyer like I have in the past when I've done returns so I again contacted customer service. The representative I spoke to told me that when the buyer opened the case a label had been provided for them to ship the item back to me. I waited for the item to arrive and a few days later I received a message that the case was closed in the buyers favor because I had not provided a label. I contacted customer service again and the representative I spoke to was able to find an entry in my case notes saying what I was told. I was transferred to appeals where I was told they found a record of the conversation where I was given incorrect information. I was told to send the buyer a return label and assured that if the item was not sent back that they would refund the cost of the item. Today is 8 days later and the buyer never sent the item or contacted me. I called customer service and this time transferred to appeals were I was told representatives do not keep notes regarding calls to customer service. I told him I had been told otherwise last week and was transferred to a supervisor. The supervisor told me again that no records are kept of conversations with service representatives and they can not go by what I say I was told by a representative. So now my buyer has my item and the money refunded and I've been told that eBay will not do anything else to help me recover my item or the money I'm owed. Any advice as to what else can be done? Thanks for the help!

sam9876 · ‎01-23-2019

You should have just accepted the return.

parkersparrow · ‎01-23-2019

I don't think anything can be done at this point. You can try calling again and hope you get a different outcome. But it sound like the the first time you called you got bad advice and didn't approve the return and then the buyer escalated the case resulting in them getting a refund and keeping the item.

ga-8370 · ‎01-23-2019

@astropods wrote:
I attempted to send them a label to return the item. I did not see the option to send a label to the buyer like I have in the past when I've done returns so I again contacted customer service.

How much @astropods was the refund? Just a guess, but if the cost of the return label is greater than the cost of the refund, eBay does not offer a return label.