topic Re: How is this even possible? in Selling

How is this even possible?

shoaltech — Wed, 30 Aug 2023 23:40:56 GMT

A buyer purchased a PC. Newbie with only 1 feedback. Over the course of the first 24 hours we received many messages from him asking about various things, upgrades etc. Often 3 or 4 messages in the space of 10 minutes or so, asking why we were ignoring him. Anyway, I sent out the item, a PC worth $957. After a couple of days he messaged saying he contacted Australia Post and he wasn't happy with the delivery timeframe and wanted a refund (he lives on Norfolk Island). He also started a return. I said that once we received the return I would refund. I then received a message from Ebay saying the buyer has asked them to step in an help. This morning I received a message saying they'd decided in the buyers favour and issued a full refund.

So, I am now without the item and the money. I lost the FVF and Ad fee, and now have a strike for case closed without seller resolution. The buyer also left neg feedback.
I have been on chat with Ebay this morning and as I'm sure many will be familiar, it is like talking to a brick wall.

Any suggestions on anything that can be done here?
I really feel like I might be done with Ebay after this.

Re: How is this even possible?

papermoon.lady — Wed, 30 Aug 2023 23:56:33 GMT

Is there no link to appeal the decision in the email you received?

Re: How is this even possible?

shoaltech — Thu, 31 Aug 2023 00:02:52 GMT

Yes, I sent an appeal this morning but I have no confidence whatsoever that anything will be done.

Re: How is this even possible?

imastawka — Thu, 31 Aug 2023 00:35:37 GMT

The neg states they paid by bank transfer.

If this is true, then they are not covered by the Money Back Guarantee.

Ebay has gone against it's own policies.

Upload this info to the appeal.

Re: How is this even possible?

shoaltech — Thu, 31 Aug 2023 01:37:11 GMT

Yes, they asked to pay for the upgrades via transfer, however the initial purchase was paid through Ebay checkout using paypal or whatever. So unfortunately I don't think this action will work.

Re: How is this even possible?

gutterpunkz05 — Thu, 31 Aug 2023 02:13:02 GMT

And you will probably cop a $22 dispute resolution fee.

Was the item shipped within your handling time, with tracking uploaded and 1 tracking event recorded,

if so you should be covered by seller protection.

One problem I can see, is it appears the upgrades may not have been an ebay transaction, and ebay does not

like extra sales add-ons being made outside of ebay, the fact that extras may have been arranged via ebay messages is irrelevant if ebays extra fees were not paid.

As for your appeal, I really hope you have not wasted it, you only get one and at the time the appeal is made it must include new evidence, otherwise it will be automatically declined.

Re: How is this even possible?

shoaltech — Thu, 31 Aug 2023 03:32:17 GMT

At this point the $22 dispute fee is neither here no there. I do agree with you about the appeal, I feel now looking back that I should have included more information.
I received an email from Ebay asking me to provide the proof of delivery. It's like they have no idea what they are doing or even read the information provided.

Re: How is this even possible?

imastawka — Thu, 31 Aug 2023 04:20:34 GMT

Throw everything you've got at that appeal.

An appeal MUST have new information to have a chance of success.

Re: How is this even possible?

arctoph_49 — Thu, 31 Aug 2023 06:12:09 GMT

How could he start a return before receiving the item (just a couple of days after the item was posted) because he was not happy with the delivery timeframe? I guess this is what you mean with "how is it even possible".

Re: How is this even possible?

countessalmirena — Thu, 31 Aug 2023 06:23:28 GMT

Did you upload the tracking number into the dispute?

If not, that would explain the dispute closing automatically in buyer’s favour.

It’s essential that you provide evidence of the delivery. Died the tracking show that the item was delivered?

Re: How is this even possible?

gutterpunkz05 — Thu, 31 Aug 2023 06:24:29 GMT

Under your orders, paid & posted, it should show the estimated delivery dates, and the current tracking status, including date delivered if any.

Did they open a return request, if so for what reason, or did they open a case for item not received.

Re: How is this even possible?

papermoon.lady — Thu, 31 Aug 2023 06:27:30 GMT

Judging from the feedback he left, he wanted a refund for the options/upgrade he paid for by bank transfer, which he shouldn't be entitled to with MBG, as already stated.

And eBay gave him a refund for the item instead??

And if only wanted a refund for the upgrade, why did he say that he was unhappy with the delivery timeframe of the item?

Re: How is this even possible?

arctoph_49 — Thu, 31 Aug 2023 06:32:56 GMT

I hadn't checked the feedback. Yes, he says he wanted a refund for the options. He didn't even mention the item.

Re: How is this even possible?

papermoon.lady — Thu, 31 Aug 2023 06:48:57 GMT

Maybe when he didn't get the refund for the upgrade, he decided he didn't want the item any more either, who knows.

I think we need a bit more details, including what the tracking says.

The OP said "I received an email from Ebay asking me to provide the proof of delivery. It's like they have no idea what they are doing or even read the information provided", so it appears the item is still in transit.

Re: How is this even possible?

arctoph_49 — Thu, 31 Aug 2023 06:53:24 GMT

Yes, we need more details.

After a couple of days neither a return request nor an INR case can be opened.

Re: How is this even possible?

ramcycle2010 — Thu, 31 Aug 2023 06:59:39 GMT

This doesn't sound right at all, you've got a great reputation and feedback, ebay should be working with you to fix it.

Quite often on chat, it is like speaking to a brick wall. When that happens, I try speaking to someone else, and usually they comprehend the situation much better. On more than one occasion, that someone else has apologised to me for the misinformation provided by their colleague.

So don't give up, eventually someone there will see sense.

Re: How is this even possible?

shoaltech — Thu, 31 Aug 2023 07:16:54 GMT

Ok, to answer some of the questions.

He wanted a refund for everything, including the upgrades. Which of course I'd happily give once receiving the item back.

He opened the Return 3 days after it was sent and while the item was still in transit to him. He live on Norfolk Island so there will obviously be a slower than normal delivery time. How it's possible to open a return for an item which hasn't been delivered is beyond me.
Ebay said they closed the case in his favour because the item hadn't been delivered, despite the back the tracking clearly showed it was in transit.

I have just spoken to Ebay again on chat, with no luck. I might try the phone option as has been suggested. The whole situation is extremely frustrating and stressful.

Re: How is this even possible?

twyngwyn — Thu, 31 Aug 2023 07:19:50 GMT

Unless there has been some miscommunication.....this is OUTRIGHT THEFT....good luck!

Have you Googled the address?

Re: How is this even possible?

twyngwyn — Thu, 31 Aug 2023 07:23:06 GMT

Have you tried redirecting the parcel?

Re: How is this even possible?

gutterpunkz05 — Thu, 31 Aug 2023 07:29:36 GMT

So don't give up, eventually someone there will see sense.

----------------------------------------------------------------

Maybe, but if they lose the appeal, then I think their only option would be to push for ebay seller protection, as long as they shipped on time, uploaded tracking (I think there is also a timeframe for that) and 1 valid tracking event was recorded, then ebay should be footing the refund cost, not the OP.

As others have said, I think there is some info missing.