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Refund not received
Good morning,
I’m asking for your help, hoping someone can help us!
At the beginning of August we received an order for a product, which was promptly shipped to Corsica.
After the customer received the package, they opened a return request for the wrong order and we accepted it. Yesterday the buyer contacted us in a threatening manner because the courier claims that we refused the shipment, but according to the tracking the package doesn’t even show as having arrived in Italy. We contacted Ebay by phone (having found no other way) and they told us to “ask Ebay to intervene,” but I can’t find any way to do that.
We received communication from Ebay to refund the buyer by September 5 because they claim to have returned the goods, and the screen looks like this for us. What can we do? I wouldn’t want the dispute to go directly in his favor tomorrow, even though we haven’t received anything.
We welcome advice!!
PS: Is there no longer any way to contact Ebay via chat? By phone it’s a nightmare...
marioelegio
Mentore2 years agoChecking on the Mondial Relay website, the parcel appears to be in Italy and handled by Hermes Italia.
You can have the customer send you a copy of their shipping label and see whether your address was entered accurately.
To ask eBay to step in: https://www.ebay.it/help/selling/managing-returns-refunds/chiedi-ebay-di-intervenire-venditori?id=4702&st=3&pos=3&query=Chiedi%20a%20eBay%20di%20intervenire%20-%20venditori&intent=chiedi%20ad%20ebay&lucenceai=lucenceai&docId=HELP1381
To appeal against eBay's decision: https://www.ebay.it/help/selling/managing-returns-refunds/fai-appello-contro-la-decisione-di-ebay-su-una-restituzione-un-oggetto-non-ricevuto-venditori?id=4369&st=3&pos=2&query=Fai%20appello%20contro%20la%20decisione%20di%20eBay%20su%20una%20restituzione%20o%20un%20oggetto%20non%20ricevuto%20-%20venditori&intent=appello&lucenceai=lucenceai&docId=HELP1306
At the bottom of every page there is the link to contact eBay customer service.
bye
mario
soviautoricambi
OP2 years agoI tried to follow the procedure to ask for Ebay's intervention, but it only gives me the option to contact the buyer or issue the refund.