Unfair Defect

crafty-cottons — Sun, 19 Feb 2017 08:32:01 GMT

I recently had a buyer ask for a refund because the item had not been received. The item was sent by 2nd Class so was not tracked.

As the order was a Buy 3 get 1 Free offer, I had to issue 4 seperate refunds as that was the only option. By the 4th refund, there was a technical error and it would not let me refund (I have a screenshot of this). So I tried again the following day and still no joy. I kept the buyer informed of what was going on.

2 days later I tried again and the error was still there, so I asked Ebay to step in to help me issue the refund.

They issued the refund and closed the case in favour of the buyer because I had no proof of delivery. I now have a defect.

My argument is, if there had not had been a technical error when I was processing the refund, I would have resolved the case without any issues and I would not have received a defect. I have issued refunds in the past many times and not received a defect as the case has been resolved.

Ebay argue the case because the buyer did not receive their item and experienced disappointment.

I explained that I have refunded buyer's in the past that have experienced the same disappointment and I did not receive a defect then.

They will not respond to that comment, now their argument is that I did not resolve the case within the required time frame. The case was opened on the 13th and closed on the 18th. The time frame is 7 days.

Now I feel like the defect does not actually matter to me, it is the complete lack of injustice that Ebay has for it's sellers.

Any advice would be much appreciated.

Question Unfair Defect in Member To Member Support DO NOT DELETE

Unfair Defect