Request for help from eBay Community Support – refund after failed eBay return/case closed without possibility to appeal | Buy

Request for help from eBay Community Support – refund after failed eBay return/case closed without possibility to appeal

Summary: 2012hmr describes an unusual return process on eBay in which a damaged item was not refunded as promised. Despite using the provided DHL return label, the shipment could not be completed because the export documents were missing. eBay confirmed receipt of the return and announced a refund, but closed the case without issuing one and without any option to appeal. perfect-sally says that an eBay employee will take a look at the case.

Hello everyone,

I’m specifically asking the eBay Community or eBay Community Support to review an unusual return process.

Here’s the situation in brief:

• An item purchased via eBay International Shipping arrived at my place significantly damaged. The purchase price was USD 1,912.58 including duties.

• I reported the damage immediately through the return process provided by eBay and uploaded extensive photos of the item and the shipping packaging.

• eBay then provided me with a DHL Express return label and set a return deadline.

• When I called to ask about it, eBay customer service explicitly told me that the damaged item had to be returned before a refund could be issued. I then used the label provided by eBay and handed the shipment over to DHL on time.

• DHL was then unable to forward the shipment to the USA because export documents were missing. eBay was informed of this immediately.

• DHL eventually sent the shipment back to me. The item is still with me and is being held for pickup or for a proper reshipment organized by eBay.

What is particularly incomprehensible now is the following:

After the attempted return, I explicitly received the following message from eBay:

„We have received your returned item. After the item has been successfully reviewed, a refund will be issued within 5 to 7 days.“

However, no refund was issued. Instead, the case was then closed by eBay. I did not close the case myself. When I later open the specific case, I am also explicitly shown:

„This case has been closed and no appeal is possible.“

Customer service is now only telling me to contact the seller. I have documented all steps and the communication with eBay and DHL. I would expressly not like to discuss the seller here. My issue is rather that the return was handled through the process specified by eBay, the return organized by eBay could not be completed due to a problem with export processing, eBay then confirmed receipt of the return itself and announced a refund within 5–7 days — and the case was then closed without a refund.

Could an eBay Community Support representative please check why this specific case was closed, why the announced refund was not issued, and whether the case can be submitted internally for review once more?

I would of course be happy to provide the item/case number to an eBay employee by private message.

Thank you very much.