Asking eBay to step in to resolve buying experience.

[oddsandendsoz]

Hi all,

I asked eBay to step in to a purchase I made in December (which I discussed in another thread), for an item that did not arrive and for which I have been messed around in getting a refund. At first the seller stated they were having issues refunding in PayPal, and then stating that the refund should be processed 'today' and then again 'the finance team have informed me that it will be processed today', which was last tuesday!!!

I finally asked eBay to step in, only for them to close the case because of trackign showing it delivered, even though it was part of a 7 item combined tracking. I have ebay messages of the seller stating they did not have the item in stock, and also saying they were having trouble refunding through PayPal, and that it would be processed as above.

I have appealed and told eBay to read the messages, and that if it is not resolved I will be making a formal complaint to ACORN. Is there anything more I can do? I am so angry, this seller has had my $500 for a month now!!!

[designers*n*more]

OP, can I ask, when you asked eBay to "step in and help" did you receive any questions from eBay regarding this or did they simply just close the case in favour of the seller. If it's the latter, then what eBay told me is a pot of crock, which was that when they are asked to step in and help, they "thoroughly" investigate the situation!

[typhoon4u]

It's been noted on several posts on various threads that ebay generally "immediately" close the case in favour of the buyer.

Obviously in this case, the seller....

It's a recuring theme of no investigation whatsoever.....

[oddsandendsoz]

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@phorum_junkie* wrote:

I don't buy a lot but if I am buying anything over $50 I don't use my Paypal balance, I make a withdrawal of all funds then pay using a credit card as funding. I then 'send' some money back to Paypal to cover any refunds, small purchases etc I may want funds available for.

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Good advice that I may use in the future with bigger purchases!

[oddsandendsoz]

Just an update and to thank all for their helpful replies! I rang eBay yesterday (using call me back option), the first lady I spoke to was unable to help me as she needed someone higher up as the case had already been closed. The second person I spoke to was very helpful, and when I told him the whole story, admitted that the case should not have been closed in the sellers favour. Basically it was closed because tracking showed it delivered, even though it was part of a shipment of 7 items in total.

I asked him to check messages between myself and the seller, with the seller telling me they had not shipped the item as 'stock was exhausted' and that they would issues a refund etc...

The result is that eBay reviewed and found in my favour. Already have the funds in my PayPal account!!! I was fairly confident as I had messages from the seller.

Thanks for all the help and support, and thanks for all the great advice that this board has given out in general, you do not realise how that information sticks in the mind until it is needed in cases like mine!!!

[oddsandendsoz]

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@designers*n*more wrote:

OP, can I ask, when you asked eBay to "step in and help" did you receive any questions from eBay regarding this or did they simply just close the case in favour of the seller. If it's the latter, then what eBay told me is a pot of crock, which was that when they are asked to step in and help, they "thoroughly" investigate the situation!

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Received absolutely nothing, and the seller did not respond at all. Basically the judgment was made due to tracking, if a human did make the call, they overlooked the fact that there were multiple items in the order and that tracking was combined. I get the feeling it was either computer generated, or a very inexperienced operative?

[digital*ghost]

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@oddsandendsoz wrote:

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I get the feeling it was either computer generated, or a very inexperienced operative?

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Don't underestimate eBay CS - some of the reps are very experienced at being inept. 

The MBG system is largely automated, though (sadly), but I'm glad to hear eBay could see sense and make the right decision in the end. 

[designers*n*more]

A great outcome for you. I suspected as much, when you asked eBay to step in and help. Practically every dispute I have read about where the buyer or seller "asks eBay to step in and help" has ended in the dispute being closed immediately. Same happened to me. Buyer wanted a refund, i agreed on return of the item, I sent 2 prepaid post labels as she said the first didn't arrive, waited 6 weeks for her to return the item, asked eBay to step and merely asked how long did I have to wait for the buyer to return the item and immediately they closed in favour of the buyer, eBay refunded the buyer and told them they did not need to return the item! No response to my question they just closed the dispute.

[*tippy*toes*]

I love how eBay encourages shoplifting. Who the hell are they to tell a buyer they can keep the item after getting refunded? I can just imagine taking something back to K-Mart for a refund, then after them paying you "sorry, I'm keeping it even though you've refunded me". They'd call the cops on you quick smart.