Dispute with the buyer and eBay sided with them | Questions and answers among users

luke_skywlkr68 · 2025-05-06T10:21:06.602000Z

Good morning, despite my 586 100% positive feedback with 112 items sold, compared to the buyer’s 1, I had a return request for an item sold in Denmark that I wouldn’t have been able to handle anyway, since the shipment was made with Packlink through eBay shipping and for the return it told me "no service available for the selected route and parcel combination". I sent various messages both to the buyer, who claimed receipt of a fake product without however adding anything else other than that the earpads were smaller and the sound different from other headphones he had, and I also offered a partial refund, but only to close the matter, not because I believed his sparse claims, yet to no avail. Despite the long and detailed messages also sent to eBay (which they didn’t even read because the replies were more or less standard and if they had read them they wouldn’t have written certain things), they ruled against me and issued a final judgment, confirmed also on appeal, of a full refund to the buyer WITHOUT listening to what was stated, argued, and testified in contesting that the buyer’s four-word complaint (always the same, with no reasoning or justification) was false. This has happened to me again in the past, also from abroad with another buyer with very little feedback, where eBay had initially sided with me, then after I kept insisting someone higher up than the simple customer service agents replied to me—who so far have really disappointed me, since they are superficial and do not investigate the matter—and, as the chief manager, in the end he sided with me. The people I have dealt with so far have been superficial and unprepared: the last one who rejected the appeal replied after 3 minutes! When just reading the 900-word attachment plus the 1000-character description would have taken more than that! Not to mention all the documentation I posted from the listing onward in support of the issue. What do I have to do to have the matter examined by someone who will REALLY and THOROUGHLY assess what the parties have stated before lightly siding with someone who shouldn’t even have a say? I’m not talking about the single feedback, but about the very few words (and a photo) posted to open and support his complaint. Obviously I have removed all the other (several) items I had for sale and I don’t think I will continue using eBay as a seller if the only interest it shows is in collecting the fees (from sellers) on the items without offering the slightest support for issues and disputes. I understand that they don’t see either the items or the parties, but in order to decide whom to trust they should carefully evaluate what was posted, what was stated (especially what is or isn’t verifiable), and the reputations of the parties: what can I do to contact someone higher up who may be interested not only in punching yet another timecard but also in a fair evaluation that also takes into account the money they have made over the years from me as commissions on sold items? Does nobody care that the decision went against me and that all the money was refunded, including the 5 and change % commission to someone who stated something false? Does nobody at eBay care that all the other items I still had for sale will be offered through other channels? The 98 euros they will charge me won’t change my life, just as not taking advantage of eBay’s large market to sell the other 38 items I had listed that I neither need nor am in a hurry to sell: it’s a matter of principle, respect, and fairness.Thank you. Luca

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Dispute with the buyer and eBay sided with them | Questions and answers among users | eBay Italy