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Money and goods gone because of eBay's wrong decision
Summary: gumo1285_4 reports a problem with an eBay refund for an international shipment to Great Britain. The buyer opened a case for non-receipt just six days after the purchase, which eBay quickly decided in the buyer’s favor, even though the item was shipped with customs inspection. The buyer has since confirmed that they received the goods. gumo1285_4 asks for advice on appealing the refund and is advised to submit a written objection. perfect-sally stresses the importance of proof of delivery. selina_b@ebay recommends getting in touch with the UK colleagues.
Hello everyone,
I urgently need your advice on an extreme case of an early buyer protection refund for a sale to the United Kingdom (item value €300, shipping as a small parcel International with UY customs number).
The process:
Already 6 days after the purchase, the buyer opened a case for a non-received item.
eBay practically immediately closed the case in the buyer’s favor, canceled the purchase, and refunded him the full €300 – even though international shipping including customs inspection to the UK could not possibly have been completed within 6 days for logistical reasons! Since it was a small parcel, there was no digital delivery confirmation in the system.
The crucial twist NOW:
The buyer has just contacted me via the eBay messaging system. He confirms in writing that he paid the £66 customs fees at British customs and physically picked up the radio! So now he has BOTH the item AND the money from the refund.
My questions for the community:
After just 6 days, eBay shouldn’t be allowed to refund any money at all for an international shipment. How can I best make this system error part of my appeal?
The receipt of the item is now absolutely documented in the eBay messages thanks to the buyer’s confirmation. Does eBay get the money back from the buyer, or will eBay refund me the €300 out of its own pocket?
Should I contact eBay support directly by phone, or submit the appeal purely in writing?
Thanks a lot for your help and thoughts!
selina_b@ebay
Hello @gumo1285_4 ,
many thanks for your post.
I recommend that you contact my UK colleagues, as they are responsible for the buyer protection case.
@perfect-sally Thanks for tagging 🤗
Best wishes
Selina
gumo1285_4
OP3 weeks agoThanks a lot for the quick reply.
How do I get in touch with one of the colleagues from the UK?
petersmodellbahnstuebchen
Mentor3 weeks agoHi @gumo1285_4
if the buyer in England has opened a buyer protection case, you should be able to see it in your account, you can open it and file an objection there.
Kind regards from the Baltic Sea
Peter
perfect-sally
Mentor3 weeks agoYour mistake was sending it as a parcel and thus you had no proof of shipment.
If the case is closed, you should file an appeal, and in writing.
If you mention the item no., an eBay employee can take a look and see what needs to be done.
@selina_b@ebay would you please take a look? Thanks
gumo1285_4
OP3 weeks agoThank you very much for the quick response.
The shipping method was requested by the buyer (item number: 147383930698).
perfect-sally
Mentor3 weeks agoIt's not the buyer who determines the shipping, it's the seller. And if you ship without tracking and without proof of delivery, you'll keep ending up in situations like this more often.
petersmodellbahnstuebchen
Mentor3 weeks agoHey @gumo1285_4
To what extent did the buyer request shipping like that? As you were already told, you are the seller and decide which shipping options you offer.
Best regards from the Baltic Sea
Peter