Am I missing something because Ebay buyer protection is not fair.

[ozi_075]

I live in Australia and purchased a surplus sleeping bag 'good condition' $357.31 (including postage) from a US seller. The sleeping bag arrived with mould, large stains and tears on the inside of the bag. None of this was in the description. I contacted the seller and he agreed for me to return the bag and I did so formally through Ebay. I posted the bag back on the 30/04/20 and added the tracking number and a scanned copy of the receipt. Ebay advised that the seller should pay for the return postage, however the seller advised he could not because the sytem wouldnt allow him to produce a shipping label. Ebay encouraged me to follow up with the seller but I had no luck. The return postage cost was $84.70.

A few days ago Ebay emailed me and advised the bag had arrived back to the seller and were happy to assist if I had not recived my refund. I contacted the seller however he said the bag had not arrived. My tracking number advised that the itme is on its way. I informed Ebay and asked what I should do? Shortly after I recieved an email from Ebay 'The case was resolved. no refund'. I lodeged an appeal immedialtly but was told "unfortunately we cant give you a refund.

Am i missing something becuase I just dont understand how they can come to this decision. I purchase through Ebay mainly for the buyer protection policy and I feel Ebay has missed the mark.

[repentatleisure1952]

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@ozi_075 wrote:

Am i missing something becuase I just dont understand how they can come to this decision. I purchase through Ebay mainly for the buyer protection policy and I feel Ebay has missed the mark.

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Any reason why you did not use the Money Back Guarantee for you protection?

The seller would have been required to pay for reurn shipping.

[ozi_075]

I didnt know about that, thank you. Is it too late to use it?

[*tippy*toes*]

You could try and open a dispute, but with the seller being overseas, it's hard to get the return postage reimbursed. Make sure you upload the tracking number into the dispute.

Don't forget, there are massive shipping delays both into and out of the US, so it could take 4-6 weeks for the parcel to arrive back.

[ozi_075]

I already opened a dispute and Ebay said no refund, then I appealed the decision but no change. I followed the return item process via EBAY to ensure the process was completed the right way. I provided the tracking number and uploaded the postage receipt with the tracking number.

Ebay notified me and said the parcel had arrived back to the seller and told me to ask the seller for a refund. When I contacted the seller, he advised he didnt recieve the parcel, I informed EBAY of this then Ebay closed the case with no refund.

[kopenhagen5]

Open a case in PayPal but sign up for their free returns before you open the case.

[ozi_075]

Okay, I'll try that, thank you.

[11dustyattic]

I find it very strange that Ebay told you it had arrived back when it was still in transit? Where did you read those emails, on site here or on your private email? Just be careful of emails sent directly to your email, they must show on here to be legitimate. 

I'm also confused why they ruled against you. Are you sure you opened an actual case (through the resolution centre)? What case did you open?

[*tippy*toes*]

What is the tracking number? I would be extremely surprised if it has arrived back that quickly, unless you sent it express courier. Even then, there are still massive delays.

Have you put the tracking number into the USPS site to see what it says? The tracking on my parcel (still in transit, 5 weeks after postage) stopped after the second tracking event after it hit the US. However, the USPS is giving daily tracking events, so check there and see what it says. 

It's almost guaranteed a buyer will win a dispute for not as described, so am a bit confused why this has happened. It's also highly unsual for eBay to inform you the parcel has arrived, normally you need to tell them. It's also highly unusual that they would tell you to chase it up with the seller for a refund. Normally, they will just say, off with his head, and refund you directly from the seller. 

I'm not suggesting you have done anything wrong, but have you told us absolutely everything about this dispute? It all just seems so unbelievably out of character for eBay.

[ozi_075]

I recieved an update from Ebay which i had screen shot, advising that the "item should have been delviered" and "You should recieve a refund by the 28 May 2020.

I contacted the seller and he adivsed that it had not arrived. So I reply back to Ebay "Hi Ebay, I contacted the seller and he advised that the return has not arrived. The tracking number confirms this as it says its on its way. I posted the itme on the 30/04/2020. What happens if the itme never arrives".

The next day I recieved reply message in my Ebay inbox advising "The case was resolved".

I then appealed but they advised that the decision remains. I beleive there was no reason for Ebay to close the case, I wasnt asking them to close the case. I was informing them that the buyer had not recieved the return.

I have attached a screen shot of the Ebay exchange.