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eBay misunderstood and I can't communicate
Summary: The discussion addresses sergiomarina's difficulties in communicating with eBay due to a misunderstanding in interpretation. sika700, cizeta1964, and marioelegio contribute with replies and suggestions in an attempt to solve the problem. The conversation develops through several interactions among the participants, trying to clarify and resolve the situation.
Good evening,
The buyer did NOT write that the battery is trash. They only said that it is dirty and the contacts show corrosion, implying that it needed to be replaced.
EBay misunderstood and thinks the battery needs to be replaced.
The buyer is requesting a refund on the purchase price, claiming that he had to buy a new battery.
The battery was in excellent condition, as shown by the test carried out by the UPS itself!!! (test result included in the listing: it is official)
So the battery does not need to be replaced, and the buyer does not explicitly state that either.
I would point out that a lead-acid battery that remains discharged for a long period degrades more quickly. The fact that the UPS had only recently been unused is therefore a guarantee of good maintenance condition.
How do I get eBay to change its decision?
thanks. Sergio
sergiomarina
OP1 year agoGranted that the unlock date would be today (January 21), I just went to check how to proceed with the shipment and noticed that there is this update:
"
The dispute is on hold
eBay Customer Service has suspended the dispute until Jan. 24, 2025 in order to have more time to gather additional documentation. If we need further information, we will send you a request by email.eBay Customer Service has suspended the dispute until Jan. 24, 2025 in order to have more time to gather additional documentation. If we need further information, we will send you a request by email.
"
I can't explain when the status changed because I didn't receive a notification email.
I only have one email from Sunday the 19th in which I was informed of the ruling at the end of the dispute.
Maybe that's why already yesterday (the 20th) I couldn't access the appeals procedure?
I was thinking back to my last purchase on ebay: a used bike covered in cobwebs. I paid 75 euros for it. Over the next month I completely refurbished it, spending another 53.82 to get it back on the road, but I never even dreamed of asking the seller to contribute to the cost of the parts!! On the contrary, on the very day of the transaction, after a brief routine check, I expressed the desire to add a small extra amount (which the seller did not accept). All good
sika700
Mentore1 year agoThat's why you couldn't do the roll call... the dispute hadn't been closed yet!
If you want, keep us updated.
Have a good evening.
sergiomarina
OP1 year agoGood morning,
I’m writing this update post to describe the status of the matter. As shown in the screenshot the dispute was in pending status until January 24 (yesterday). I’m only writing today because last night I was too tired to sort it out.
At 3:56PM I got an email from eBay telling me that it had accepted the return request and that the buyer had been refunded. At that point I tried to figure out how to proceed with the UPS shipment. I couldn’t find a way to coordinate with the buyer and at 4:38PM I sent an inquiry email to 'ebay@ebay.com'. Then I found a way to ask to be contacted. The operator Leviola (I hope that’s how it’s spelled) called me a few minutes later. I read her the three lines of the email (which she found in the inbox) and she asked me what had happened. I explained, saying that the description was accurate, so much so that the complaint was ambiguous. In other words, the buyer’s expectation (i.e. a new battery) was illegitimate. Under eBay rules it would not be allowed to tamper with an item. Here we discussed because I did not consider it a problem, whereas the demand for a new battery was. Then Leviola formalized an appeal for an illegitimate dispute and converted it into a 'change of mind'. So she told me that I would be refunded the full amount. The term 'refunded' sounded strange to me and I worried to point out that I was not the buyer, but the seller. Leviola said everything was clear and that everything was resolved. Even though I slept on it, I still haven’t understood how the flow of money happened: it seems that there were two refunds ... the first one is fine, but the second?? Now who do I leave the feedback to?
cizeta1964
Mentore1 year agoYou can't, ebay became aware of the problem because the buyer opened a dispute for item not as described; if you don't arrange pickup at your own expense within the expected time, you'll lose both money and item.
sergiomarina
OP1 year agoThe buyer's claim is unfounded and, as I said, eBay was misled by simple insinuations.
The buyer looked inside the item. There is therefore a risk that the returned item may not work.
Ebay thus allows the seller to be harmed.
It's absurd, given that, as I described, the pseudo-reason is actually a deception.
I ask that eBay respond to this post and explain the reason for its judgment.
thanks, s.
sika700
Mentore1 year agoEbay won't ever reply to you here...
Follow cizeta's advice... otherwise you'll end up without money and without the item... whatever you think about what happened!
Have a good evening.
sergiomarina
OP1 year agoeBay must respond! I can explain that eBay was fooled. I had no idea at all that the deception behind the buyer's insinuations was not clear.
What is clear is that the listing description and photos clearly show that the return (and at my expense, too) is an injustice.
From this, it’s clear that the buyer is after money. It’s just a shame that eBay allows it!
How do you communicate this huge mistake to ebay!?
marioelegio
Mentore1 year agoTry appealing the eBay decision, but they’re unlikely to rule in your favor.
Whoever is called on to judge will be faced with two opposing versions with not the slightest shred of evidence. In these cases they always side with the buyer.
To speak with an eBay customer service representative, use the link at the bottom of this page ….. https://www.ebay.it/help/selling/managing-returns-refunds/appealing-decision-seller?id=4369
hi
mario
sergiomarina
OP1 year agoThanks Mario,
The link works. In the box
'Submit an appeal for your dispute'
'To get started, select an item'
I found the item in question and selected it. The linked link took me to a blank screen with only a blue button in the center that said: 'Return to the eBay Help area'
So eBay is preventing me from appealing the decision??
To explain my reasons, I would only need one line:
"Requesting that an item be new when it is written that it is used is an illegitimate demand!!"
Anyone can demand anything and the opposite of anything; what I want to understand is how eBay can say that the buyer's demands are legitimate! (it seems more like a candid camera joke!)
So eBay is preventing me from appealing the decision?? Am I understanding that right??
/sergio
sika700
Mentore1 year agoGood morning,
it seems to me that the buyer did not expect to have bought a new item... they are simply contesting a non-conformity... in fact, in the description you did not mention any battery condition.
It is their right to do so, and if they consider the item non-conforming they can ask ebay to step in following the return request.
In that case, ebay, without a shadow of a doubt, will side with the buyer... which I think it did.
So you find yourself in the situation of having lost both money and the item.
Have a good day.
sergiomarina
OP1 year agocomment on the sentence:
"Anyone who is called to judge will be faced with two opposing versions without the slightest proof. In these cases they always side with the buyer."
That’s not the case.
The buyer did not give a version. He only insinuated and wrote evasively phrases like "I didn’t say that ...."
So this is not a version based on statements, but on assumptions.
These assumptions are subordinately dismissed in the face of the only fact: the test performed by the machine and reported in one of the photos of my listing: the battery life at the time of sale was 887 minutes.
Faced with this fact, as I wrote above, the buyer responded in an EVASIVE way.
So there is no "buyer’s version", only an openly claimed position that conflicts with what was stated in the description. The mistake is colossal! It feels like a dream!