How do I contact eBay and not the automated system to dispute a case

[amberwho123]

Hi

how do I contact eBay without using the automated system to dispute a case as a seller. A buyer asked to return item which I agreed and asked them to send item back and at the same time I offered them a partial refund. The buyer did not accept the refund nor did they send the item back and contacted eBay who then just gave them their money back. So as a seller I have given them the item as well as the cash back

i can not seem to contact eBay via any route apart from the automated system as the case has been closed by eBay

[jckl1957]

Why did they want to return the item?

When was the return request started?

Unless it was a 'change of mind' return, you needed to provide a return label within 3 business days.

If you didn't do that, even if you were, in your view, waiting for them to respond, after 3 days the buyer could go back to Ebay and ask them to step in.

At that point, Ebay would refund them from your funds and tell them they did not need to return the item.

You could contact the buyer and ask them to retrun the item.  You will need to arrange to pay them for the return post.

[amberwho123]

I have contacted buyer and the item had a mark on it and eBay sent a return label to them

Sent from my iPhone

[jckl1957]

It looks as if the case was solved 'without seller resolution' so Ebay stepped in to refund the buyer.

If you provided a return label promptly, and the buyer didn't use it to return the item, you should be able to appeal the outcome.