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Case closed to buyers favor
Hello
Don't usually write here, but eBay keeps emailing or doesn't even reply to my emails about this situation....
On January 8th we've dispatched a parcel and on January 13th we delivered the parcel.
Next day the buyer ( new account 1 item bought from us ) has opened a case that noted "Wrong item sent". Before sending every single parcel we make photos of the the parcel, just to make sure we wouldn't get scammed ( also the tracking number )
We accepted the return and asked gently the customer to send us pictures what sort of item they got ( might been some kind of courier trouble tho rarely happen ). The client didn't send us anything, but we still accepted the return. Because he was from Switzerland ( isn't in Europe union ) we asked him to create a label that we would pay for it. He didn't answer this, so we contacted eBay telling that the customer doesn't replies to us about creating the label which we would pay for it. eBay replied to us, that we noted this and the buyer is informed that he has to create the label and dispatch it till February 5th. If he doesn't does that - the case will be closed into our favor. We've even once again contacted eBay via live chat with agent is the information correct, they told yes, just sit tight and wait till they dispatch it ( eBay themselves even told us that they will contact buyer to create the label ). On February 5th the buyer didn't dispatched the parcel and the case was closed to buyers favor. We have asked many times eBay ( maybe 10 times ) they told us ,that we didn't create for him label so this is why they closed the case into his favor...
At this point we are hopeless and each time we attached the photos of messages to the buyer and even evidence of eBay emails, eBay says we didn't contact buyer... Any idea what should we do at this point?
mukutis
OP5 months agoHello
Thank you for fast reply.
There are no closed cases at the link you gave.
I did attach previously when emailing eBay attached photos, they also confirmed they saw me contacting the buyer, but they still closed the case to his favor...
jckl1957
·5 months agoBecause Ebay refunded the buyer on your behalf you can appeal the case.
Attach the emails where you offer to pay for the buyer's label and any evidence that Ebay said the case would close if the buyer didn't send the item back.
Details are here:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369&st=3&pos=1&query=Appeal%20the%20outcome%20of%20a%20case%20as%20a%20seller&intent=appeal%20a%20case&lucenceai=lucenceai&docId=HELP1306