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Case decided in the buyer’s favor – goods and money gone: what can I do?
Summary: xoxxoxuatl reported problems with a buyer on eBay who uploaded pictures of the wrong items and still had the case decided in their favor. Despite repeated phone instructions from eBay to wait and do nothing, it was claimed that xoxxoxuatl had not responded. The case was closed in the buyer’s favor, without xoxxoxuatl getting the items back. An eBay employee explained that the misunderstanding had been addressed and a manual payout had been initiated. xoxxoxuatl has since received part of the amount and is hoping for a positive resolution.
Hello everyone,
I currently have a problem with a buyer and can’t get any further on my own.
Maybe some of you have had similar experiences or can tell me how I should best proceed now.
The buyer uploaded pictures that do not show only my sold mat. At least one of the photos clearly shows a different mat that does not match my item.
I was also advised by several eBay employees over the phone not to take any action myself and to wait until eBay steps in.
Nevertheless, the case says I did not get in touch — which is demonstrably false.
The case has now been decided in favor of the buyer. They even closed my appeal very quickly.
At the moment, though, I have neither the goods nor the money, while the buyer has both.
Several employees had assured me they would get back to me by Tuesday at the latest. However, these promises were not kept. I also did not receive the written confirmation that had been announced regarding the status of the case.
In addition, the buyer’s statement is contradictory:
He claims the mat is “not in a condition where you could give it away,” but at the same time demands a 50% discount so he can then give it away after all.
(The mat with headpiece and ring costs 129 euros on the Shakti Mat website; the buyer got it for 66 euros with the price reduction)
That doesn’t seem very plausible to me. The defect described consists of 2 hairs and dust (I think he meant the pink lint in the fake picture below).
The origin of the hair is unknown to me as a bald person, but who can spot it?
Here, another hair was found by the buyer.
Even if the alleged defects were true, in my opinion a 50% price reduction would be disproportionate and does not correspond to the usual guidelines for minor signs of use.
Oddly enough, one of the buyer’s pictures shows a mat in a different color with visibly worn fabric. I’m surprised he didn’t mention that defect, but only the one hair and dust.
My question to you:
How would you proceed in a case like this?
Have you had similar situations before?
Thanks a lot for your help!
miriam@ebay
Hello @xoxxoxuatl - as promised, I'm getting back to you once more after taking a closer look at the progress so far. It's a shame that the phone consultation in your case went in the wrong direction; we've seen your criticism of it and are taking it on board.
Today you received a manual payout from us, you should already be able to see it under your payments or transactions.
I hope that after the difficulties of the past few days, we're now moving in the right direction again and that things will go more smoothly for you from now on.
Best regards
Miriam
xoxxoxuatl
OP6 days ago@miriam@ebay many thanks for the quick and accommodating resolution. The payout has arrived. Thanks for the support.
nina@ebay
Mentor1 week ago@xoxxoxuatl Hey. 🙂 I was happy to take a look at this. I found that you did not respond to your buyer's request within the specified period of 3 business days. For that reason, the case was closed with a refund and your appeal was rejected. I was happy to contact your buyer and ask them to get in touch with you regarding the return shipment.
@perfect-sally Thanks a lot for tagging me. ❤
Best regards,
Nina
xoxxoxuatl
OP1 week ago · EditedHello, that’s not true – as Sally already correctly pointed out.
I spoke on the phone with two eBay employees. Both explicitly told me to do nothing and wait until eBay gets back to me.
I questioned this several times (at least six times with one of the employees), and each time I was told again that I should do nothing.
Shortly after that, the case was closed within 15 minutes.
Right after that, I filed an appeal.
So I don’t understand where I supposedly “didn’t get in touch.”
In addition, the buyer was paid out the money, without me getting the item back.
(The buyer is already happily using the item themselves, since they couldn’t just “give it away”)
How can that happen?
The pictures uploaded by the buyer also show not my item (different color, noticeably more worn fabric at the top right). Still, that doesn’t seem to interest eBay.
By now I’ve spent several hours with support. Unfortunately, I get different answers and promises every time:
– they’ll look into it
– they’ll get back to me
– they need to contact the “supervisors department”
However, this department wasn’t reachable at the agreed time, if it even exists.
PS: The buyer “generously” announced a partial transfer to me – nothing has arrived so far.
@nina@ebay , can you say something about this?
@miriam@ebay , besides possible training measures, the liability question should be the main focus.
There must be internal records that clearly show the repeated bad advice, right?
xoxxoxuatl
OP1 week ago · EditedI added it above.miriam@ebay
Hello @xoxxoxuatl - I've initiated a review of the interactions with our customer service - as soon as that's completed, we'll get back to you here again.
Thanks and best regards
Miriam
xoxxoxuatl
OP1 week agoThanks, I have now received a partial payment from the buyer. But I still have a financial loss.
perfect-sally
Mentor1 week agoHello @xoxxoxuatl this is once again the typical ignorance of the phone-a-friend lifelines who completely wrongly “advised” you.
Of course a complaint has to be responded to. You should have issued the buyer a return label and refunded them after receiving the item back. That’s the eBay-compliant way to handle complaints.
I doubt there’s still anything that can be salvaged there, but at least you should get the item back; however, you still need to issue a return label. Since the case is closed, that can no longer be done through eBay.
An eBay employee will take a look at it and get back here.
@nina@ebay would you be so kind? Thanks