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Buyer protection case since July - eBay isn't answering the real questions: how do you contact a specialist department?
Summary: ylvimarie reports a long-running problem with eBay regarding a buyer protection case. After selling a BMW motorcycle leather pants item as new, the buyer claimed it was used. ylvimarie is desperately searching for information about the exact basis for the decision in the buyer’s favor, but without success. Despite repeated contact with customer service and formal complaints, the central question remains unanswered. petersmodellbahnstuebchen suggests using the chat bot with specific queries to reach customer service.
Hello everyone,
I’ve been trying since July to get eBay to answer a specific question about a buyer protection case — so far without success. Maybe someone here has experience with how you can actually reach the responsible specialist department.
I had sold a BMW motorcycle leather pant as new with original tags. The buyer then claimed, among other things, that the pants had been worn, showed signs of use or hairs, and were delivered without tags.
eBay told me at the time that they shared the buyer’s account “partially.” Later, they said there was a “significant deviation from the item description.”
Since then, I keep asking the same question:
What specific deviation did eBay actually determine, and on what specific evidence was that determination based?
To this day, that exact question has not been answered.
On top of that:
eBay asked the buyer to return the item and explicitly told me that I did not need to do anything further at first.
The pants were then returned without the original tags that had originally been attached.
For a return in altered condition, eBay had previously explicitly announced an “individual solution” to me. I also never received a comprehensible answer about that later on.
Later, out of nowhere, I was told the case had been decided in the buyer’s favor because I had not provided a return label.
The eBay data report I requested in the meantime, however, lists the internal closing code “itemDelieredForForcedReturn” for the case, among other things. What this specifically means and how it fits with the later explanation was also not explained.
My explicit question about whether the decisive decision was made entirely manually or fully/partly automatically also went unanswered.
The buyer’s negative feedback was later removed by eBay because it violated the feedback policy. I’m aware that this does not automatically say anything about whether the buyer protection case was justified; for me, though, it is part of the overall picture of this process.
I contacted customer service multiple times, filed a formal complaint, and explicitly made clear that I am not requesting any further appeal.
Still, the latest response I received was again only that my appeal had been finally denied and that I should refrain from any further inquiries.
But that does not answer my question.
At this point, it’s not primarily about the purchase price for me. I simply want to be able to understand:
What specific fact did eBay consider proven at the time, and what was that determination based on?
Has anyone here ever had a comparable case and actually reached a department at eBay that could explain the specific basis for the decision?
Thanks for any helpful advice.
petersmodellbahnstuebchen
Mentor1 week agoHi @ylvimarie
pretty late to be discussing a problem from July here.
You can reach customer service by typing "Mitarbeiter" or "Rückruf" into the chat bot in the Help section "Mitarbeiter" or "Rückruf" (if necessary, several times).
ylvimarie
OP1 week agoThanks for the reply. However, the general customer service has in fact been contacted several times since July — via help/chat, in writing, and now also through a formal complaint. My problem at the moment is that, despite numerous contacts, I am not getting an answer to the specific factual basis of the decision. That is why I am explicitly asking here for a specialist department or a route outside the normal customer service loop. By the way, the matter is not “resolved from July” either, but is still being answered by eBay to this day, most recently with the request to refrain from further inquiries, without answering my questions.