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BADLY HANDLED RETURN CASE BY EBAY CUSTOMER SERVICE
On October 6 we sent 3 return labels via eBay messages to the customer, who wrote as the reason ‘’I didn’t like the book’’. She used the product, as she herself states in the message of 07-Oct-24 at 16:16, LYING that it was a friend who did it ‘’I will find out whether they were copied, DEFINITELY READ them otherwise she wouldn’t have asked me to make the return if she liked them!’’
So she read the books, as she herself reiterates in the messages of 14-Oct-24 at 20:39 and 22:20, and then opened the return case.
The same customer had also contacted us privately to ask for other things, and even sent us her photo, but we rejected her out-of-place requests because transactions for goods on eBay must be carried out on eBay and we do not provide any other kind of service. (we have been TOP sellers for 11 years and we are a professional company).
The customer herself in some messages from 7-Oct at 17:39 says ‘I work and I’m definitely not at home doing nothing waiting for the courier’’.
We informed her that the courier came by twice and did not find her, even though she says she was at home. In the message of 10-Oct at 19:11 she says ‘the books are downstairs and there is always someone in the building’’ but the courier did not find any concierge.
On October 14 the customer herself sent the photos of the 3 packages with the labels we sent, and she was told to ship them herself by going to GLS since she was not found by the courier. She initially entered one of the codes we provided on eBay.
Today, October 19, we see the case closed in her favor, refunded, and we with 3 defects even though we sent the labels and she did not ship, did not hand them to the courier, did not make herself available at home, and did not even go to ship them herself at this point, given that she already had the labels from us.
Whoever examined the case did so superficially, did not take into account that our behavior was in line with the rules and that we helped the buyer with the return by sending the labels paid by us.
The customer asked for another label from eBay, but the package WAS NOT DELIVERED as shown on the postal website, where it can be read: ‘’delivery unsuccessful because the recipient's address appears to be incorrect or incomplete.’’ We do not know what she filled in on the postal form. I called the toll-free number and went personally to SDA where the package is, but they did not give it to me, telling me that the package number is correct, the address too, but there is a problem with the recipient's name.
We do not know for certain how she filled out the postal form for the shipment since it appears ‘’incomplete’’. She may have written it wrong, or made it incomplete herself, or simply omitted or deleted one of the 3 names and the shipment would not go through. We know very well that in these cases the package will be returned, leaving us with both the goods and the money.
We wrote to the customer twice asking her to send us photos of the label she put on the package so we could check, but she did not reply.
We want to appeal these 3 return cases because we are victims of an obvious and premeditated scam.
The fact that the customer is now not replying while before she was bombarding us with messages raises further suspicion. We have no way to recover the package from SDA without the customer's cooperation, and she has to request the package be resent herself (that's what SDA told us).
eBay customer service on the phone told us that our mistake was sending her the labels instead of calling support when the buyer opened the case. For professionalism and experience we always do this, we accept the return and send the labels to stay within the rules.
We kindly ask for your help and the removal of the 3 defects since we complied with the rules, we paid for 3 return labels, while the customer had already stated several times that she had used the item .
As professional sellers with Top Reliability for 11 years on eBay, we trust in the professionalism of eBay customer service, we ask you to carefully analyze the case and the evidence we provided to understand that we were victims of a premeditated scam by this buyer who took advantage of it by improperly using the return, which did not even happen !
amira.di.transilvania
OP1 year agothey sent me the address of ebay germany where ebay's headquarters are to send what? a written dispute in German? pay 700 euros to a lawyer to act? NO SOLUTION! A REAL SHAME!
marioelegio
Mentore1 year agoTry appealing eBay's decision, maybe first talk to an operator (using the "contact us to call you" link you can find at the bottom of the page).
https://www.ebay.it/help/selling/managing-returns-refunds/appealing-decision-seller?id=4369
hi
mario
amira.di.transilvania
OP1 year agoyes, but following the steps there isn't a second option to challenge the decision already made by Ebay on a case (badly handled by them, very badly!) and closed !
They didn't even let me send the photos to show what condition the package arrived in and how the label was tampered with so it wouldn't reach me. To get the package back, I had to have my lawyer call them !