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eBay approved full refund, then later said no refund - what are my options?
Summary: pangemoon shared their experience about a purchase on an online platform where they were initially approved for a full refund but were later denied. arkwebus and john1297576 participated in the discussion, potentially offering advice or sharing similar experiences. The participants discussed possible options for resolving the issue with the platform.
Hi everyone,
I'm looking for advice on a case that has become increasingly confusing and I would appreciate any guidance.
I purchased a Sunsynk inverter on eBay for just over £1,000. The item was listed as new, however when it arrived it showed clear signs of prior installation and use, including:
- Multiple fault logs recorded over several days
- A WiFi logger already bound to another account
- Existing configuration/passwords already set
- Physical signs of installation on the terminals
I opened a "Not As Described" return request. During discussions, the seller agreed to provide a partial refund but never actually paid it. The seller then approved a return but never provided a return label, despite this being a Not As Described case where return postage should be their responsibility.
I contacted eBay and was told that the seller needed more time to provide a label. eBay then placed the case on hold. After the hold period expired, I received a written message from eBay stating that they were issuing a full refund and that it would arrive within 3-5 working days because the seller had failed to provide a return method.
When the refund did not arrive, I contacted eBay multiple times. On each occasion I was reassured that the refund had been approved, including by the high value item team, and that it was on its way. Weeks later, after relying on those assurances, I was told by another eBay representative that the refund had never actually been authorised and that I should instead return the item.
Unfortunately, by that point I had relied on eBay's written decision and repeated assurances and no longer had the inverter available to return. I now remain substantially out of pocket despite having followed eBay's instructions throughout and despite having received a written decision stating that a full refund had been issued.
My questions are:
- Has anyone experienced eBay reversing a refund decision after sending written confirmation that a refund had been issued?
- How can I escalate this beyond normal customer service?
- Is there a dedicated complaints or executive escalation process for situations where eBay has provided incorrect information and a buyer has relied on it?
At this point my concern is less about the original seller dispute and more about the handling of the case by eBay itself.
Any advice would be greatly appreciated!
arkwebus
Mentor2 months agoIt is really not a good idea to "contact the seller" and agree something.
It may be hard but when you discover a problem [and it is your judgement alone as to what a problem is] and as long as you are within 30 days you simply open a "not as described" case. Opening the case notifies the seller and eBay. The seller has just 4 days to send you a label. If he does not do so within that time you escalate it to eBay [and you ignore any plaintive messages from the seller]. If the label is sent then you pack the item up incredibly carefully and send it off. When the item is delivered the seller has 48 hours [if I recall] to refund you in full. He does not have any extra time to "test" the item or whatever. After the 48 hours you escalate it again and get a refund. This system is pretty well automatic.
I very much doubt that eBay will now do anything and - in view of the amount - I would strongly suggest contacting your payment provider for help.
@pangemoon
pangemoon
OP2 months agoThanks, but I think you've misunderstood the point I'm asking about.
I'm familiar with the normal NAD process and that's not really my question.
I did open a NAD case. It was escalated to eBay. The seller did not provide a return label. eBay then emailed me stating:
"Since there was no response, I am issuing you a full refund. Please allow 3-5 working days for the refund to reach you."
That was over a month ago. After that I contacted customer service multiple times and was repeatedly told the refund had been approved and was on its way.
Only recently was I told that the refund had never actually been authorised and that I should have returned the item using a label that was never provided.
So my question isn't how the normal NAD process works. My question is:
What options are available when eBay formally rules a case in the buyer's favour, confirms a refund in writing, repeatedly reassures the buyer that the refund is coming, and then later reverses that position?
Has anyone dealt with a situation like this, and how can it be escalated beyond frontline customer service?
john1297576
Mentor2 months agoI think this is what “arkwebus” is referring to.
“During discussions, the seller agreed to provide a partial refund but never actually paid it. The seller then approved a return but never provided a return label,”
It is not a good idea once a case is open to then start discussing with the seller, as this can affect any action taken by ebay.
You cannot get a “partial refund” I know it never arrived, and also have ebay making a full refund.
pangemoon
OP2 months agoSince when "It is not a good idea"?
The entire point of opening a case is that you have time to work out a solution with the seller and you then escalate the case to customer service if you didn't manage to find a solution within the provided timeframe.