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Buyer confirms having accepted a torn-open package with missing goods, but still gets their money back from eBay...
Summary: muskel18 tells the story of a sold phone in which the buyer claimed that the package had been torn open and the phone was not inside. Although the buyer later reported it to the police and Hermes, he did not receive any compensation from Hermes, supposedly because the report was made too late. muskel18 initially got the money back from eBay, but after the buyer submitted another request, the buyer got his money back from eBay, while muskel18 has neither the phone nor the money. nina@ebay explains that the cases were handled correctly, although perfect-sally expresses doubts about how they were handled. In the end, the situation is clarified, and perfect-sally realizes that eBay’s rules were not broken, but applied correctly.
I sold a mobile phone. The buyer informed me that the package had been torn open; that’s how he accepted it. He reported it to the police and the shipping service Hermes. I got my money back from Ebay. Since he reported it there too late - according to Hermes (apparently not immediately, but only days later) - he gets no compensation from Hermes. Round 2: Then the buyer simply claims I didn’t put the phone in the package, wins his case (even though the case had already been closed) from ebay and gets all his money back. Now I have no phone, I have no money. The buyer has his money, and maybe a phone too (???). I feel absolutely unfairly treated by ebay.
muskel18
OP1 month agoNo more replies???
muskel18
OP1 month agoWhat convincing proof could he possibly provide that I supposedly did NOT put the phone in the package? He says himself the package was torn open and the item was stolen. Why should I be held liable for that? Why does he accept a torn-open package? Why didn’t he contact Hermes right away (I’m currently in touch with Hermes, and they won’t pay because he reported it so late)? Am I the only one who sees this as absolutely unfair, if not downright outrageous?
nina@ebay
·1 month ago@muskel18 Hey. 🙂 I was happy to take a look at this. The first case was closed because, in line with our policies, it was opened incorrectly. The return case was decided correctly, as evidence was requested from your buyer, which they provided.
Unfortunately, we can't review another appeal here.
@meinehexe11 Thanks a lot for the tag. ❤
Best regards,
Nina
perfect-sally
Mentor1 month ago@nina@ebay what about the fact that it always says that only 1 case can be opened per item and that once it's closed it can't be reopened?
Surely eBay has its fingers in the pie there and is acting against its own rules?
nina@ebay
·1 month ago · Edited@perfect-sally That's of course correct; we're also not acting against our own rules. A case for an item not received was opened first. This was closed so that the return can be opened correctly in accordance with our guidelines. 🙂
Best regards,
Nina
perfect-sally
Mentor1 month agoOh wow, that's of course something completely different and so understandable. If TE had once again “forgotten” to write it, then we would have known right away what the deal was.
Many thanks @nina@ebay 🤗
perfect-sally
Mentor1 month agoActually, it’s the case that if eBay has decided in your favor and the case is closed, no further case can be opened with eBay. I rather suspect that the buyer contacted the payment service provider and they pulled the money back.
muskel18
OP1 month agoThe buyer opened a new case with a new case number, claimed something different, and then eBay decided in favor of the buyer. Does eBay not read chat logs? The buyer said from the start that he had received a torn-open package. I called support several times, and several times they just hung up; so no help there either. What else can I do? I have been selling on eBay for 24 years, but something like this has never happened to me. I definitely shipped the phone and would like my money for it.
perfect-sally
Mentor1 month agoIt's actually not possible on eBay to open different cases for one and the same item.
meinehexe11
Mentor1 month agoHi there, hi there. @nina@ebay can you please take a look?
muskel18
OP1 month agoUnfortunately, I can't find anything that's identical...