Money stolen by EBay

[zuluze]

In a recent disagreement with a buyer and a refund request being approved by me, the buyer said he couldn’t use the label eBay provided, eBay then instructed me to contact the seller within 4 days or he would be refunded. I sent him messages with no response, I then contacted eBay a pleaded with them not to send them refund as the buyer has made no attempt to return the items. EBay ignored me and has now refunded the buyer. This is just not right! Any ideas what can be done?

[jckl1957]

Did you provide a way for the buyer to return the items?

As Ebay refunded, if you can prove that you offered a way for the buyer to return the items, then it might be worth appealing the decision.

This is how to appeal - do look at the evidence you would have to provide for an appeal to be successful.

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369&st=3...

Otherwise, you will have to contact the buyer and ask them to return the items.  You will have to provide a label for them to use to return them.

[red_magpie]

This is just not right!

From what you have described, it certainly doesn't seem right.

We don't know why the buyer couldn't use the label. If it's just a matter of weight or size, normally the seller contacts eBay and arranges for a new label to be sent. If they had given you four days to do this, you could have done it.

If you can show that eBay insted gave you four days to "contact the buyer", and you tried several times without reply, it certainly seems unfair to close the case in the buyer's favour. They could have given you more time - or simply told you to send the buyer a new label; it would be up to them to use it f they wanted a refund.

If eBay allows you to appeal the case you can explain this. Whether they will listen it's impossible to say. eBay's actiivitied are structured in such a way that their system of payments is regulated, but their money back guarantee is not. This means that there is no right to any independent appeal. eBay is judge and jury over their own decisions, and the user agreement requires to accept them. 

[arkwebus]

This is really very odd and there may be more to it than meets the eye!

The normal situation is that the buyer opens a case with eBay and the seller through eBay sends a label to the buyer.  The buyer then sends the item back and the seller refunds on receipt. 

If the buyer does not send the item back then after [??] 30 days the case closes in favour of the seller.  

I notice that you seem to use RM special delivery to send your items.  EBay would simply send a label suitable for the weight and size.  Did the buyer say why he could not use the label?   @zuluze 

[zuluze]

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@arkwebus wrote:

This is really very odd and there may be more to it than meets the eye!

The normal situation is that the buyer opens a case with eBay and the seller through eBay sends a label to the buyer.  The buyer then sends the item back and the seller refunds on receipt. 

If the buyer does not send the item back then after [??] 30 days the case closes in favour of the seller.  

I notice that you seem to use RM special delivery to send your items.  EBay would simply send a label suitable for the weight and size.  Did the buyer say why he could not use the label? 

 

 

 

[zuluze]

this is the commutation I had by before EBay took my money as a refund.

[jckl1957]

As I said before, you can appeal the refund.

The label supplied through the case by Ebay would not have been sufficient for the buyer to return that heavy group of items.

It does look as if you tried to get the buyer to sort out a return and you offered to pay upfront for the postage.

However, the buyer looks as if they then went back to Ebay and asked them for help.

At that point, Ebay stepped in.  They refunded the buyer from your funds and told them they did not need to return the items.

Start an appeal - see the link in my previous post and/or contact the buyer again.

You should say you can see they have their refund.

Stress you would like the items back.

Offer a way for them to return the items - you may have to provide a label frpm a courier.

[zuluze]

I somehow managed to get put through to an American eBay helpline which they themselves found strange! But I have to say that the U.S. help service is so so much better than the u.k. they listened to what I had to say reviewed the evidence and instantly reversed the decision and returned my funds. Thanks for your help people.