Locked
Discussion interactions are currently paused.
Refund for item not received
Hello, I sold an item and shipped it, sending the tracking code to the buyer.
I don't know why, but this shipment arrived in the buyer's city and was therefore marked as out for delivery, then all of a sudden it says it will be sent back to the sender. Now, anyone who knows the Italian postal service knows how they work and knows that very often they don't update things.
Now this package has come back to me and, rightly, the buyer has opened a dispute against me.
In the end, an operator initially agreed with me, even though I had always said that I wanted to refund the buyer the money for the item, because that's only fair, but the problem is the shipping costs, which I had paid anyway.
In the end, after not even 1 hour of them agreeing with me, they reversed the decision and ruled in the buyer's favor.
In the end, I was left having paid the shipping costs.
I called another operator to get an explanation and they just told me that the previous operator made a mistake
marioelegio
Mentore2 years agoIt all depends on what was written on the address and on your shipping receipt.
If you were right, you can try to appeal maybe by preceding the appeal with a third contact with eBay customer service using the link at the bottom of this page (ask us to call you) and then attaching, in the procedure, a copy of the shipping label showing the perfect match of the addresses.
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
Unfortunately, a lot will depend on the operator handling the process; eBay's operators generally don't stand out for professionalism (that's why it's more likely that the specific link will direct you to an operator who is more experienced with these procedures).
bye
mario