Disputed return

[jgw3003]

Hello, 

I'm in the middle of disputing an item that I sold that the buyer says 'arrived damaged' and now wishes to return. I'm disputing the return because I mentioned in the ad that the item had a small cracking it and even included photos of the crack. Another issue is that the buyer is in France (I'm in the UK) and doesn't communicate directly with me.

I just need to speak with eBay's customer services (i.e. an actual human) rather than eBay's infuriating 'assistant'. Does anyone have a number for eBay UK, please?

Many thanks. 

[tressygirl]

There is no phone number for eBay Customer Services it's a Call Back option,  if you call now you'll get an automated assistant,  being a weekend lines to an agent open at 9 a.m. call then as there's more chance of Dublin answering.

They will tell you the same though,  that is, if a case  for item not as described is opened,  it's all automatic, no point challenging it at that point with no human contact.

You need to accept it within 3 days,  pay for that fully tracked return postage if you want your item back first,  do not refund until it's back with you,  you then have 48 hours to fully refund.

Stick within those timelines,  and your seller performance is not affected.

Then,  if you wish , you can appeal the decision for the refund.  Link below explains the process.

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

I won't lie,  it's not easy,  as eBay do not see the item in question so not easy to judge who is telling the truth, and they do usually,  believe the buyer.

Customer Services if you still need to speak to them can be reached here.  

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

@jgw3003 

[jckl1957]

As advised, if you do speak to Customer Services, they will simply advise you to accept the return.

There is no need for the buyer to communicate with you - they have presumably opened a return using the Ebay Money Back Guarantee and they don't have to exchange messages with you,

The following advice is based on what I would do.

You will be responsible for paying for tracked return postage from France - overseas returns are always tricky and personally, as the cost of the item wasn't that big and you already seemed to have had good use of it, I think that I would refund the buyer without the item being returned.  That is obviously your choice but organising return postage from France may be time-consuming and difficult.

[jgw3003]

OK, that's very helpful and I will bear it in mind. I suspect, however,
this is precisely what the buyer had in mind - to get the item for free,
which is somewhat galling.

[papso22]

It's the biggest risk in selling overseas.

[jgw3003]

I took the gamble and disputed the reason the buyer was using to return the item, arguing my case logically. eBay responded along the lines "We've reviewed your case and have decided to issue the buyer a refund without any impact to you.

This case is now closed. You aren't required to reimburse the buyer or eBay and this case will not be counted in your seller performance evaluation." 

Result! 😊

[jgw3003]

Really helpful. Many thanks.

eBay has now refunded the buyer without me having to pay them and with no
adverse affect on my account.

I believe this was a scam on the part of the fraudulent buyer.