@ukhaberdashery wrote:
A buyer opened a case to say their item hadn't arrived . I replied that it was most probably due to the easter holiday and problems that RM were having at the moment and to hold on a while.
When it did arrive she contacted ebay to finish of the case quoting
"The buttons arrived this morning. Too late for me. the estimated time of delivery was on the 8th of April "
Ebay promptly refunded them for the item even though they clearly stated the item had arrived"
Ebay should have told them to open up a case for a return of the items they received.
I am now out of pocket and product because ebay did the wrong thing.
I appealed the case to get a message today that was written by someone who obviously did not know english stating that was the right decision and that was final.
"
Thank you so much for contacting us at eBay today about Shirt Jacket Coat Buttons you sold to notnewbelongings. I understand that the case got closed and a full refund is issued to the buyer even when the tracking shows item is delivered to the buyer. This is surely very frustrating. Let me check the details why the case got closed.After checking the details I see that the item is expected to be delivered by 7th April but it does not went through. By which the buyer got chance to open a case with us. They did not get any help or refund from you for the delayed item. This is the reason we had to step in and solve for the buyer.
Sorry for the convenience caused to you for this transaction. But I suggest you for your future transactions please ensure you resolve your buyer's issue within the seller make it right period. By this you will be hold at fault.
"Seems ebay are hiring the cheapest employees in order to save costs at the sellers expense.
Hi @ukhaberdashery,
Thanks for your question.
You're right, in the case an INR is opened and the item does arrive late we should close the case and ask the buyer to open a not as described case if they want to return since the item arrived past when it was meant to.
However, in your situation here, the agent made the decision to refund the buyer at no cost to you. eBay refunds the buyer and you will receive the funds for this sale. This can take up to 72 hours. This is usually due to the cost of the item and doing what's best for both parties. I'm sorry this was not explained when you chatted with our teams to appeal. The appeal was denied because the refund will not come from you in this situation.
Hope that helps to explain, any questions let me know.
Thanks,
Katie
