How to resolve this refund issue

sophia_banana — Tue, 16 Jun 2020 07:06:35 GMT

I sold an item in March to a customer in Italy. In April they asked for a refund, so I asked them to send me a copy of the receipt for postage since I couldnt issue a return label myself. I never got any reply from the user. This week I got an email from eBay stating that they had sent the item back and asking if I had received it. I haven't, so I went to contact the buyer - however when I clicked on their user name it said they were no longer a registered user. In the email eBay sent, when they ask if I've received the item, they give me an easy button to refund the buyer or they tell me to contact them myself. There's no option for "no, I haven't received it" and all I can find is a series of "help" articles which don't address my problem. Can anyone tell me how to contact eBay directly so I can tell them what's happened? I assume this person's paypal is still active even if their account isn't, and I dont want eBay automatically finding in their favour and refunding them.

Re: How to resolve this refund issue

john1297576 — Tue, 16 Jun 2020 07:23:35 GMT

As ebay's money back guarantee is only for 30 days, I cannot see why something sold in March should even qualify for a return case, let alone a refund.

In theory even if entitled to a refund, the buyer should have tracking to show delivery and escalate to ebay if you do not refund which you should not do until item has been returned.

It may be that ebay's system is going through the motions even though the buyer must be well out of time and in my opinion you should not refund OR contact ebay as trying to explain to CS could well produce the opposite of what you want, that is a refund without any return.

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How to resolve this refund issue

Re: How to resolve this refund issue