Penalised again by ebay customer service system

[annalarna2000]

Ebay have just refund the buyer for a non arrived item even though 20mins after raising a case that the item didnt arrive, he sent me a message to say it had arrived. But he didnt close the case. I didnt add tracking because he'd messgae dme straight off to say it had arrived. I thougth these messages were on the case communication but they wernt. Ebay refunded him. I appealled and even though the custmer service provider read the messages saying it had arrived they have upheld the refund??? 

I am so confused and frankly utterly frustrated with ebays CS recently. This is the 2nd time in weeks they have done nothing when there is written proof in messages counteracting their decision. The previous was a buyer who left negative feedback saying i had not responded to an item not working. There were clearly 4 messges she didnt respond to the last of which saying hi, you havent responded can i help? 

In the mean time i have recived emails as a buyer encourgaing me to return the item without informing the seller before its even arrived. This shift towards penalising the seller when evidence is clear feels like a very dangerous slide in the wrong direction when other platforms are springing up. Ive been a big fan of ebay on a eco level, finding a new home is better than recycling. I am loosing so much confidence in them. I can only imagine its algorythams over people. 

Reaching out, for your experiences and any ideas for the first issue? ive had to let the 2nd one go. Fed up. Thanks in advance. 

[red_magpie]

I am so confused and frankly utterly frustrated with ebays CS recently.

What you should have learned from this is that eBay is totally robotic.

Not adding tracking, for whatever reason, guaranteed that the buyer would win any case they opened, for any reason.

Just one of the many unfairnesses to sellers is that once they have complied with eBay's requirement to refund a buyer, eBay gives the seller no support if the buyer then keeps the item as well, when it arrives. Even when the seller can provide tracking proof of delivery.

Very few sellers realise until something goes wrong how massively eBay's policies are weighted in the buyer's favour.

[annalarna2000]

yes I think this is my outcome and that saddens me, that it is a robotic system devoid of human clarity. The 'experts' the CS talked about were clearly a robot who didn't read the messages. The buyer clearly wrote he had received 20mins after opening the case. I didn't think I needed to prove postage with that mail. Clearly not. Deeply saddens me this is becoming a robotic system and makes me very concerned for selling either heavy items to have to pay return or expensive items. I feel it wasn't like this but recently in the last 6 months CS are script reading and contradicting the last person. Its terrible. Im going to write to the CEO because CS have been utterly useless.