Buyer received a refund for a product that was clearly delivered

[naturalsoyscents]

Hello all,

Ok, I will try to make this short.

I have been away visiting my grandmother who has been in and out of hospital and BEFORE I left to see her I sent out an order to a customer. When I send orders I always associate the tracking number with the order on ebay just so it is on file. Well, while I was away I was staying at my grandmothers, she is 90 years old and doesnt have internet. My grandmother also lives in a rural area and I did not have steady internet (and when I did manage to get some coverage the internet was mega slow!).

I had until the 14th of December to respond to the claim filed by the buyer and I can't understand why ebay customer support has refunded the buyer prior to that date when they had the tracking information right there in front of them as I always associate the tracking number with the order. When you look it up you can see that it was delivered on the 30/11/14 at 11.36am. Going from bad to worse I have now been slogged with two lots of negative feedback.

So basically instead of ebay customer support educating the customer and telling them that the package had been delivered because I bothered to associate the tracking number with the order, they have refunded the customer so I am out of pocket and I have TWO negative feedbacks saying that the bears never arrived when in actual fact they did and I can prove it.

How on earth can this happen?

[i-love-my-sheep]

I would RING ebay and explain the the tracking numbers show as being delivered. It might take a few calls, so be persistant. Ask to speak to a supervisor. If none are available, request that one call you back.

As for your reply to the feedback, I would have made mention that the tracking states the item had been delivered. What does this buyers feedback left for others say, do they seem to have a history of a lot of items going missing?

[foundationstation]

After 7 years of selling on Ebay, I have only just realised that when you upload tracking details to Ebay, they do not also automatically upload to Paypal.

It's a pain in the behind, but with all cards being stacked against sellers (can we ever put a foot right???!), it is probably good practice to start uploading tracking to Ebay and Paypal (separately).

This way tracking is already with Paypal if a dispute is opened.

Oh...and a sign of the times...have just starting photographing EVERY SINGLE ITEM I POST 😞

[lyndal1838]

What a pity you did not make more of the fact that the tracking showed the items were DELIVERED, not just sent.

You missed a golden opportunity to show that these disputes are loaded in favour of the buyer