How to contact eBay if buyer got refund and item not returned?

[rania_2_82]

Advice please. My partner sold a fitness watch on eBay. When the buyer recieved it, she accused him of including a wrong charger (false), & stated that the watch was a different model to the one advertised (also false). She then demanded money for a new charger. When we checked the price of a charger against the inflated price she demanded, we challenged her about it and she then asked for a full refund. She apparently then sent the item back to us with a generated eBay label and we never received it. We then received a notification that the item had not been delivered and had been returned to the sender. eBay have today given the buyer a full automatic refund and closed the case but we haven't had the watch back. There is no customer service on eBay, we tried a phone number and got cut off. There seems to be no way to contact eBay and my partner is out of pocket. Has anyone else had a similar experience or knows how to contact eBay directly please? Many thanks

[tressygirl]

Lines are opened now,  but it will be an automated response, so wait until 8 a.m. when the lines open for 'humans' to answer, and if you call then,  there's more chance of Dublin answering.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

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

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@rania_2_82 

[jckl1957]

You could also try to appeal - see the link below.

However, if the buyer sent the item back to you and delivery was attempted, or refused, or you failed to collect the package from the sorting office, your appeal would probably fail.

Why was the item returned to the sender?

If the buyer deliberately sent it to the wrong address, your appeal should succeed.

You'll need to provide new, additional information about your case. This can include things like:

• Tracking details showing the buyer received the item before the case was closed. If the order's total cost (total of item(s), postage and any applicable tax) is £450 or more, signature confirmation is required
• Proof that a returned item was delivered to the wrong address or lost in the mail
• Documents showing the item matches the listing description
• Proof the buyer received a refund before the case was closed

  Tip
  You can appeal at any time within 30 calendar days of the case being closed.

  How to appeal a case

  You can appeal cases that were "closed without seller resolution" from the transaction defect report in your Seller Dashboard.

  See your closed cases