Abuse of return function/buyer protection - 2 cases | Members help members

bixtron · 2025-12-25T17:20:20.176000Z

Hello, I need to turn to you with my concerns because by phone it’s basically no longer possible to even explain an issue, since the other person simply doesn’t understand anything... Case 1In the return, the buyer gave the reason “doesn’t fit.” With this defective spare part, that’s impossible, because these have clear model numbers and every part with this number is identical.So I asked him how that could be... He apparently needed a completely different model number and had not noticed the difference beforehand. Fair enough, even though the item was clearly titled and the photos were also unambiguous. Then it came back to me. The item is now missing components, and it was also obviously unpacked and used in some way. So I called eBay about this 5 days ago... “Yes, we’ll take care of it, but it will take up to 3 days.” The day before yesterday, without any change to the return status, the amount was simply deducted from my balance. Because I hadn’t responded - I wasn’t supposed to, eBay was going to take care of it. So I called again yesterday. It was difficult again, because once more we didn’t understand each other. The employee assured me that he would now open and process an appeal and that I would have my money back or receive a refund within 3 days. I was already somewhat surprised; I thought I would be asked to provide evidence. At the very least, I could have shown the missing components and traces with photos. But that wasn’t even mentioned... So far nothing has still happened, and I have the feeling that it will stay that way. I really don’t want to get upset about it anymore. I just want a solution - and even if it’s only a 50% refund under seller protection policies + the removal of the defect. Should I try again myself to file an appeal? And if so, what would be the right way? Through “Report a problem” or directly “File an appeal”? Since I don’t know what’s going on with the return now, I haven’t done that yet. Case 2Here, another buyer wrote to me yesterday: “I gave wrong address from my old apartment (+ new delivery address).” Communicated via translator, which makes the whole thing even more difficult. No further context or anything else. So as the seller, you assume the buyer wants delivery to a different delivery address. I can’t interpret this message any other way. But the order was on 15/12 and was already out for delivery on 19/12! I explained this to the buyer and asked whether he didn’t also think that it was a bit late for that. The buyer replied “unfortunately not arrived” - wrong delivery address and then claims the shipment never arrived? How can that be if he lives somewhere completely different? It’s also said that I should get in touch with DHL, because the package is on the return shipment, but still in the parcel center. I then get a screenshot of DHL tracking with a parcel tracking number (but the ordered items were sent as a large letter).So this tracking number doesn’t belong to me. I explain this to the buyer - the buyer ignores me and opens an inquiry for both items for non-receipt. In one inquiry he didn’t write anything at all; in the other he refers to the tracking of the (foreign) package, which is undeliverable and is being returned, and states that the wrong address was in it. Yes, why was the address wrong then?... There is obviously no buyer protection here, or is there? The buyer orders to address A, where it was also delivered, and complains about non-delivery to address B, citing false or irrelevant facts. If the shipment was delivered to the address provided, I can’t do anything anymore and I no longer get the shipment back either. So I can’t resend it and prove delivery in the inquiry once and for all (it would then be sent at the buyer’s expense as a parcel). I absolutely don’t see myself responsible for the fact that he doesn’t have the shipment in his hands. Besides, I don’t even know whether the whole thing is true at all. Would someone please link a mod who can help me? Thanks. Return Case 1: 5307939513Inquiries Case 2: 5370873604, 5370873558 I wish you happy holidays and a happy new year 🙂

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Abuse of return function/buyer protection - 2 cases | Members help members | eBay Germany