I need help! Return gone wrong

[robbyxie]

I recently sold a really expensive lens on EBay, to a US buyer, all seemed good and then 2 weeks after the package was delivered the buyer issued a return request saying the lens was faulty. After issuing the request they didn’t respond to any of my questions to know more about the issue, and eventually just raised a case with EBay. EBay ruled in favour of the buyer, so now I have been charged a full refund for the lens. It’s now been a further two more weeks and I haven’t received the lens. The buyer has not responded to me for over a month now and I don’t think they’re going to send back the lens.

so long story short, I’ve lost a lens (that sold for $1,400) and paid over $300 in eBay fees out of pocket for the sale. 

Im trying desperately to resolve this with both the buyer and eBay but nobody is responding (it’s impossible to reach someone that is a human at eBay) I don’t know how I can resolve this.  Can somebody help? 

otherwise I guess I’ll have to go via VCAT.

thanks in advance for your help everyone. This has been an incredibly stressful process for me.

[twyngwyn]

Manage returns, missing items and refunds for sellers | eBay

[robbyxie · Accepted solution]

So I thought I’d provide a follow up since there has been an update on my side.

Unfortunately with eBay it’s almost impossible to get in touch with an actual person who isn’t somebody following a specified script which can’t answer my specific question. It’s an utter waste of time and should honestly be illegal for a company to operate in this fashion. I don’t care how good your service is, you need a channel to handle specific requests. 

So my next avenue was to dispute the direct debit charge with my bank, and through this channel I was successful.

EBay’s policies are allowing scammers to take advantage of honest sellers, and they should honestly be ashamed of themselves and should be civilly persecuted for letting their platform become a willing marketplace to enable these bad actors. I won’t be buying or selling items on eBay in the future as the alternatives are just better and more reliable.

Thanks for everyone’s help on this matter. Hope you all have a wonderful day!

[gutterpunkz05]

I doubt you have heard the end of this.

[padi*0409]

I think you're right GP, with the amount involved eBay are probably not going to sit back and take no action on the decision, even though they appear to be in the wrong.

[robbyxie]

If we don’t hold these companies to account for their actions then they will keep doing it.

It’s really simple. Have proper case management, respond to enquiries and context of a case with an explanation of the decision made. I spent a huge amount of time providing information on the case and why I thought it was suspicious, no feedback no response. Utterly disgraceful.

I doubt that there were any human eyes on my case all the way through to its closure. 

This might be not a small amount of money to eBay, but this is a huge amount of money to me.

[domino-710]

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@gutterpunkz05 wrote:

I doubt you have heard the end of this.

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Why - if there has been a bank charge back - seems settled. ??

[gutterpunkz05]

Other avenues available, and OP agreed to terms.  Not going to elaborate for your benefit, but if I was the OP, I would not be spending the proceeds.  Could be a very expensive exercise ahead.

[domino-710]

Well - thanks a trillion for not elaborating for my benefit.

Thought perhaps we could all learn.

Did the OP have the opportunity to supply return - and wait till received before the case was closed - and a refund given.

There seems to be no information why the lens were considered faulty - or proof thereof.

It seems the bank agreed.

[gutterpunkz05]

To look from another perspective, sorry OP not having a go at you.

The buyer has received a faulty item, that is their claim, they are not obligated to  prove fault exists.

Seller refused/failed to issue return post label or otherwise resolve the matter with the buyer.  Again the buyer is not obligated to enter into any negotiation with the seller

As per terms  ebay has refunded the buyer, with funds from the seller, as authorized by the seller in terms.

Seller  has funds reversed  by bank.

Ebay is out of pocket, has legal recovery options for recovery of funds + costs.

Of course it is up to ebay how they wish to proceed.

[domino-710]

Could it be - and we all know - just how good eBay is - dealing with seller problems - the information the bank received from the seller - totally covered their claim.

Information eBay not only overlooked - but was not in the usual ' script '.

It is a FACT - eBay have no idea of what is sent - nor do they have an idea of that which is received.

Good luck with this one eBay.