on โ20-01-2020 07:50 PM
I sold a dress mid December. Item was delivered and buyer asked for a refund which I accepted telling them once dress was returned I would refund in full.
There was no communication from buyer and on the fourth of January they opened a case. There was no communication and EBay sent me an email saying case was closed as there was no communication from the buyer. Today I received a cheap and nasty little black dress back not the white dress I sold them and eBay have refunded the buyer. What can I do
on โ20-01-2020 07:57 PM
on โ20-01-2020 08:02 PM
Thank you. I have already spoken to eBay twice this afternoon and they are not being very helpful
on โ20-01-2020 10:01 PM
it probably won't help now, but what you should have done is take pictures of the returned item, and uploaded them to your appeal of the dispute resolution along with pictures of the sold item.
At least then you would have had more than heresay to support your position, and also grounds to take the matter further.
on โ21-01-2020 12:33 AM
I did take photos eBay saw them I also sent the photos to the buyer. Guess I will have to put this down to bad luck
on โ21-01-2020 06:44 AM
@runway_classics,
Try the Have us call you option again, and explain at the beginning that you'll be recording the conversation. Get permission to do so, of course... and make certain that you are using an external recording device (so phone must be on speaker).
Before you call again, though, read through this post and also through the posts to which I've linked (recording calls with eBay., and the pattern of what to do before calling and during calling is here. Adapt it to your situation.).
Again - before you call - make sure you have read and noted the relevant policy wording to support your case. You have to be up-to-date with the relevant sections, because eBay have a frustrating habit of rewording their policies without any warning. For example, the Money Back Guarantee policy has been reworded recently. The relevant bits for your case are:
โThe buyer is responsible for:
[...]
After confirming that the item was returned to the seller, we will refund the full cost of the item and original postage to the buyer.โ
โItem significantly not as described
[...]
Read through Report an issue with a buyer. Of particular interest for you:
โWhen to report a buyer
You should only report a buyer if you think they're violating our policies. Here are a few examples of when to report a buyer:
Read through Abusive buyer policy. Of particular interest for you:
โDon't misuse returns
Also read through the Seller protections page. In particular:
Listings which offer free returns are eligible for this protection
If you go about this with full preparation, quoting relevant policy, and ensuring that the eBay CS rep with whom you speak is brought to an agreement with each point as you present it before you move on to the next point, you should - I hope - be able to obtain the desired outcome. Buyers abusing the return process do not deserve to get away with it.
If you're not sure how to put together your points in preparation for the discussion, I reiterate that you need to have read through the links that I've included above (in the second paragraph).
Best of luck.
on โ21-01-2020 09:01 AM
Thank you. I did do the call back but will call back and do a recording. I think this buyer just wanted a free dress
on โ21-01-2020 09:27 PM
on โ22-01-2020 09:32 AM
Many thanks I will do that
on โ22-01-2020 07:23 PM
Thank you so much, I went in armed with all your info and had a win ๐