ebay refunding $405 for an item still in transit

[retro-boho-and-co]

Hi, I am hoping someone can help me! This is completely crazy!!

I sold an item (in Australia) listed with air mail delivery but with sea mail as a delivery option in the description.

Buyer (in USA) chose sea mail delivery. This takes 8-12 weeks. Item lodged March 17.

Item is due for delivery May 18-June 18. Buyer was informed of this. Buyer questioned where  the item was in early April and I again explained estimated arrival date is May 18-June 18 and that sea mail takes between 2 to 3 months.

In mid April buyer opened a dispute item was not received. I again explained the item is not due until mid May at the earliest. Buyer indicated they were happy to wait until June 18.

However, buyer did not close the case. I escalated the case to have it closed. Instead, ebay closed it with a refund to the buyer as the item had not been received. This is despite me saying it was not scheduled to arrive yet. Tracking shows the item was lodged on 17 March and on 20th March was loaded at the dock.

Ebay has said - there is no update in tracking (there are no updates in tracking while the itme is in the boat), item has not been received, my appeal was rejected and they will not reopen the case.

So $405 was refunded to the buyer, who will recieve the item in the next week to month.

Ebay has said to ask Australia Post to return the item (this isn't possible) or to email the buyer and request payment. I have emailed buyer with no response.

Surely this is not the only way to resolve this, I can't believe that despite multiple phone calls and emails stating delivery schedule and  date, that ebay has refunded the buyer.

Please help! I was selling things to pay for my kids birthday and I don't want to cancel it. It's incredibly stressful dealing with ebay help as they seem unable to actually use common sense and it appears once a case is closed there in no method to re-open it.

I would not mind if it was less  than $100. This is $405!

[springyzone]

I could have this wrong but it sounds to me as if sea mail is one of the approved shipping mehtods but it isn't what was showing as such in your ad. Maybe in the text bit you said you offered it, but in the actual ad it listed air mail & probably gave an estimated due date based on that?

That seems to be the crux of the problem as that estimated due date is like a bible commandment to ebay & the fact you came to private arrangements is as nothing to them. All they care about is that according to their records it is overdue.

So although sea mail may be an option on ebay's drop down menu, sounds as if it is not a good idea to offer it at all unless the actual ad itself lists sea mail and adjusts the delivery date accordingly. Just too much potential for strife with ebay.

Good luck with sorting it. I have never come across your problem but anytime I have asked ebay for help with other things, I have rarely got a reply that actually addresses the issue

[padi*0409]

I can see a few problems with this transaction, apart from the obvious ones.

Firstly is there tracking and signature on delivery for the package? Because the SOD part may be relevant for the seller's protection through eBay's MBG through the US site.

Secondly, although the sea-mail option is available that doesn't necessarily mean it covers you as a seller for an item not arriving within eBay's estimated delivery time period. (which we all know is a fanciful estimate at best)

Thirdly, although you've advertised the item on the Oz site, the buyer's claim is under the US site's policies which differ from ours (which ties in with my first comment).

I hope this does end well for you with the item arriving and the buyer reimbursing you for the money that's been taken from you.

I don't have time to go through all the relevant policies on the US site that govern Paypal/eBay's refunds, perhaps another member has that information to hand.

[kopenhagen5]

I am disgusted in the way you have decided to speak to the responders here.

Firstly the responders here only try to assist with the information at hand.

Secondly it is your choice to follow any advice given.

Thirdly I have read several times within 5 years that eBay won't support a case for a seller if sent via surface mail.

The responders here won't necessarily go by policy only but also information supplied on various sites and if many eBay members on different forums have experienced that eBay DO NOT support surface mail then contrary to what call centre people in the Phillipines may be versed to say, the information appears to be correct.

Now it may be that eBay will support a case of surface mail if delivered within 30 days which of course via seamail is impossible therefore by circumstance would explain the reason most of us responding on this thread have never heard of a successful case in the mentioned scenario.

Just because eBay have it as an option doesn't mean they will protect in that option. Similarly you can pay with PayPal on purchasing a vehicle but PayPal DO NOT cover vehicle purchases if it goes pear shaped.

I strongly suggest you think before you speak.

[retro-boho-and-co]

Exactly

Is it true that sea mail is a non approved method of delivery NO

Is it necessary to provide non factual information NO

etc etc

I've had enough garbage from ebay without so called members of the "community" chiming in with utter drivel

I have asked several times for this to be verified and no one has. If it is clearly a non approved method of delivery, why has no one been able to show where that is stated?

At no point has ebay stated that either

If people cannot provide verification for the informatioon, its not valid

I don't need to be be polite to people talking nonsense and telling me I have violated a policy that doesn't actually exist

Its clear what the problem is here, as stated above by the poster at the top of the page. I am outraged that someone can waltz in, claim I have violated a policy and somehow that means it's all ok to steal off me., It's not. I have not at any stage violated any policies and sea mail IS AN APPROVED option for delivery

Has anyone shown otherwise? No. So don't muddy the issue by throwing in red herrings and thinking that because you are an "experienced" seller it gives you the right to pull policies out of thin air and I'm meant to somehow be grateful for the garbage. I'm not. I have had enough of that from customer service.

It will now go to the financial ombudsman

[retro-boho-and-co]

Yes, that in essence is the problem

It has nothing to do with sea mail not being approved as a method of delivery, that is not only wrong but also irrelevant

What you have stated is the iissue, and this is why ebay won't/can't reolve it and it has to be lodged with an external body

[lyndal1838]

Good luck.

And don't expect any sympathy when it all goes more pearshaped than it has already.

[retro-boho-and-co]

Tracking is automatic with sea mail above a certain weight through the USPS

Tracking shows item was lodged on 17 March, loaded on the boat in Sydney on 20th March and has not been unloaded yet

This is still within the delivery schedule of 18 May- 18 June

At some point in the next few weeks the tracking will be updated. According to ebay, the fact that tracking has not been updated in the last 7 days indicates the item is lost (this doesn't happen with sea mail, it is tracked once at loading and once at unloading with 6-8-10 weeks inbetween those 2 points)

At worst I will count it as a bad ebay experience which everyone has at some point, and a loss to me of the cost of the bowls + postage + ebay fees.  I will as a last resort forward the info to the financial ombudsman who have already indicated that the case is within their jurisdiction

[gewens]

Hello, everyone. The community guideline requires us to be respectful to others in every discussion. Please be courteous even though there's an opposite opinion. Thanks. 🙂

[retro-boho-and-co]

I'm not after sympathy and have never asked for it

I have asked for solid information and facts, of which you have provided none

Have you yet found this "policy" you are fond of quoting

[max-power-models]

Have you tried the appeals department? You'll never get anywhere with the ususal ebay Parrots.  According to the Aust. Post postage calulator there is no tracking on sea freight. Which adds up to a win win for buyers that are cheats.I will be appealing a case on the weekend. Never leave your head up to be kicked.