eBay refunds buyer, even though he admits receiving the goods

[moonlight-ocean]

As a seller on eBay i have no faith in the case resolution process.

- I had a buyer open up a case claiming they had not received an item

- I provided details on how he could contact Australia Post and all of a sudden he's found the item and then leaves positive feedback that he received it but didn't have a feature that was never advertised.

Well, I thought case closed right? No... he doesn't respond to the case and my funds are being withheld. I contact eBay to ask them to resolve the case as he has stated he's received the item evidenced in the feedback (the case was that he didn't receive the item) - and eBay swiftly closes the case in the buyers favour.

I just can't wrap my head around the situation. Sellers beware!

[kopenhagen5]

Did the buyer change the case from INR to INAD?    Because that function is available.

[harley_babes_hoard]

ring them again. Explain it in plain english that he received the item. (some of them are a bit slow) ask to speak to a supervisor if you have to.

[moonlight-ocean]

I've just called eBay and unfortunately eBay say that based on their policy they can't use feedback as evidence. I've sent 5 messages to the buyer within the case to ask him to confirm - he never replied to it.

Now eBay are telling me to call him and ask him to send money outside of eBay. I've called and he's not picking up.

The buyer is uncooperative, yet that seems to work in his favor. I really can't understand why - surely eBay should have a policy where if the buyer doesn't respond to the case after the initial opening of the case that they would rule in favor of the Seller, surely if they have further issues they could re-open. Well looks like I've been defrauded and eBay are happy for that to happen.

[moonlight-ocean]

Good advice, thanks. Whilst the item can't exactly be re-used I'd rather that he send it back anyway.

[black*poppy]

If you don't have a tracking number that shows delivery then ebay will not find in your favour.  If you do have a tracking number then I would be back on the phone and threatening FOS, ACORN etc.

The mistake was getting ebay involved.  All hindsight now but if you had just let it alone and (hopefully) the buyer didn't escalate, then the case would have just timed out and dropped away.  As soon as ebay gets involved it (almost) never goes in favour of the seller, even in the face of common sense and reason. Even worse, it would be a "case closed without seller resolution" - you can only have two of those before your account is considered Below Standard with the subsequent selling restrictions and 21-day funds hold.

[moonlight-ocean]

Actually just realised the flaw in that, the buyer is claiming that he never received it so there won't be anything to return 😞

[moonlight-ocean]

I actually didn't know that, the instructions were that I should escalate myself. Thanks for the advice, appreciate it.

[phorum_junkie*]

You would need more evidence than a pos feedback which the buyer coud claim was left in error.  If you have a message from them that gives it away that they have received it then send them a message saying that as they have both the item and the money unless they re make the payment within 48 hours (gve them your bank details) you wil be taking all thier information and your proof of them having the item to the police as obtaining goods by deception is a criime.

[jfmgray]

I was able to close a similar case in my favour as the buyer had messaged me confirming that the item had arrived.  BUT I contacted eBay via phone and had them close the dispute in my favour, rather than escallating through the case resolution process as I was sure that it would automate against me due to a lack of tracking.