Adjudication lacking full information

[agenda100]

As there is little guidance on the amount of information needed to start a case review, I naively only provided the briefest of information. I now want to add more information including pictures before the case is adjudicated within the 48 hour deadline. It seems there is no way to do this as the web page says "If we need additional information, we'll send you a request by email" and any attempt to contact customer services just leads you back to this same web page. Very frustrating. How can I ensure the adjudicator is fully aware of the issues before they make their decision as I don't fancy going through the appeal process unnecessarily? Any help would be appreciated.

[jckl1957]

There is not any way to add to the information you have given.

As you mention a 48 hour deadline, I am assuming it was a request for a return.  The process is largely automated and usually finds in the buyer's favour.

More information would be useful.

If it was the table and chairs, did the buyer collect themselves or use a courier?

[agenda100]

First of all thank you for replying. Yes, it seems the ebay process is
biased towards the buyer which is strange as its the sellers who pay and
need as much protection as the buyer. Faults can lay on both sides.

The table was picked up by the buyers courier and was badly packed and
protected. I mentioned this to the van driver but was ignored. I managed to
get photographs of the situation and included them in the reply to the
buyer in the adjudication. However there is more information including more
detailed photographs of the table which i would like to submit and a
detailed description of the packaging and of the email exchange after the
purchase. The one issue that I would accept was a small stain on the table
but i needed to tell the adjudicator that before bidding I sent the buyer
more detailed photographs of the stain and said in an email to her "don't
bid if you have any doubt to avoid dissappointment".

As a seller I did everything right. I have been with eBay over 30 years and
have had hundreds of transactions. I have a 100% positive feedback and now
feel penalised for something out of my control by the buyer who paid the
cheapest quote to transport a fine table which was badly protected and left
on its legs on the floor of a van to bounce around for over 300 miles. Ebay
also by not allowing more feedback in the adjudication process and by
giving no guidance on how a seller should respond initially compounds the
situation.

If the adjudicator finds for the buyer, I will appeal of course. I am also
looking at court action if all else fails.

[tressygirl]

If the buyer sent a courier and did not come themselves to pick up the item, they have voided any eBay's MBG Money Back Guarantee.

Should the case fall on the buyer's favour, appeal it,  informing eBay,  that the MBG rules were broken as the buyer sent their own courier.

@agenda100 

[john1297576]

Unless you stressed that collection was not in person but by a courier sent by buyer, you will lose.

Not collecting in person invalidates the money back guarantee, but you have to tell ebay as they would not know who picked up.

[tressygirl]

Here's the link describing how to appeal:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@agenda100 

[agenda100]

Thank you tressygirl, I did not know this. I will certainly follow this action should the adjudicator finds for the buyer.

[agenda100]

John, thank you for your response. See below the short statement  I sent to eBay in response to the buyer when the case was opened. I included the pictures of the protection with this response so hopefully they can deduce it was a courier that picked up the table and not the buyer. Much more information was sent to the buyer in an email exchange but I am not sure the adjudicator will have sight of this and thus I wanted to send more information before the 48 hour period was up. If the adjudicator finds for the buyer it will be interesting that eBay condones the sort of packaging that was evident in the pictures. 

STATEMENT

"I have been in contact with the buyer and we have had several email exchanges. We have disagreed with the reason why the table was damaged. I have pictures of how the buyer s driver packed the item in his van which caused the damage. The buyer does not accept this. I would like ebay to investigate. I can supply high resolution images of the table before transport to show the table was in excellent condition. I keep getting reminders to contact the buyer from ebay. This I have done."

[jckl1957]

You could pre-empt having to refund and then appeal by having a conversation with Customer Services.   Remind them of the Money Back Guarantee exclusions - see here:

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4...

Point out that the buyer used their own courier and so are not covered.  Ask them to read any messages from the buyer or yourself that confirm the courier pick up.  Point out that this a large sum to have on hold and ask them to close the case in your favour.

The link below is for a call back from customer services.  For the best service, we always suggest that you get a callback in the early morning (after 8am) when you should get a call from Dublin.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[agenda100]

jckl1957 I am very grateful for your reply and I followed your advice. I have just finished the phone conversation with eBay and they said that I would be contacted for more information. I was asked for a summary of this extra information which I provided on the phone. I said that the buyer used their own courier and so they are not covered by the eBay money back guarantee. I was told there was also a 'sellers' guarantee and I should not worry. Lets see what transpires !

PS I had already drawn out the money so currently I am not at a financial loss but I would be in a debit situation with eBay should I loose this case.

[agenda100]

I would like to thank everyone who responded to my messages. Ebay has closed the case thankfully.

For your information I have briefly summarised the progress and outcome in my post headed 'Adjudication failure and appeal'.

I am glad this forum exists.