ebay cancelled my return due to no shipping info being added, using their provided label
I purchased an original Xbox console which does not read the discs or load the game at all, I tried with 8 different games so the console is definitely faulty. The description said "100% working order" but said no returns. I opened a return case with them and they did not respond at all. Escalated to ebay and they forced a return and provided me with the return shipping label to be sent via Toll.
I printed the label and dropped it off at my local Toll depot, 2 days before I was due to send it back. My return case did not get updated with any tracking info. Concerned about this, I spoke to an ebay representative on live chat and relayed this info to them. They assured me that the tracking info had been updated on their end and they could see it had been received by the courier and that I would receive my refund when the tracking is updated to have been delivered back to the seller.
Less than 12 hours later I get an email from ebay stating they have closed my return case due to not receiving any tracking info from me and that I could keep the item instead etc.
This completely contradicts what the representative told me on live chat (which I was emailed the chat log). So either ebay or Toll has made a mistake. I am concerned that I am now out of pocket due to someone else's oversight.
What are my options?
springyzone
·3 years agoSo glad you are being refunded.
If it is at ebay's expense, then that is their fault for giving incompetent advice. Don't feel bad about it.
I suspect it was because they could see very well what was in the previous chat log & knew you could prove it too.
Just be glad you are geting the money back & if you're ever in the position in future where you have to return something, at least you'll know now you have to upload the tracking, no matter what their rep says.
*sons_n_daughters*
·3 years agoDespite using the provided label, did you manually add the tracking number to the dispute? It doesn't appear automatically you have to add it. If you didn't, that is probably the issue.
liarma91
OP3 years agoThe ebay representative I spoke to on live chat told me this was not necessary as it gets updated automatically when it is scanned at the depot.
I just spoke to another rep on live chat who tried to completely gaslight me and tell me that it is my fault for not taking it to a "certified hubbed location" and that is why they did not receive the tracking info. I live in a rural town and the Toll depot is the only other place apart from the AusPost Office. This contradicts what the previous rep had told me, which was that they could see the tracking was updated and received by the carrier.
He claims I will receive a refund "at ebays expense" due to "being a loyal ebay user of 13 years and my account being in good standing". He made a point to keep mentioning it was at their expense, I guess to make me feel bad or something? Who knows. Their explanation didn't make much sense. The reps on live chat seem very out of touch with these issues.
The experience with their customer service has left a bad taste. Ultimately this is the fault of the shady seller lying about their goods, and they did refund me in the end but this was a frustrating experience.
sandypebbles
·3 years agoIt is always better to either follow eBay policy ,or if not that, at least ask here
Where you can be given accurate information by experienced members/buyers/sellers
Rather than an eBay CS typing from a pre-written script who has more than likely, no experience using eBay and who has certainly been given little or no appropriate training on issues
That is where the blurb you were told comes in
The same blurb everyone in the same position would get, just with the number of years changed
It does'nt mean a thing