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Antworten können hier nur von erfahrenen Mentor*innen sowie der Person verfasst werden, die die Frage gestellt hat.
Problems with refunds
Hello everyone,
I have a problem with a refund as a seller. The buyer received a phone from me that was originally packaged and sealed, and when he received it, he sent me a picture showing it set up, with the comment that the phone was not new. Since the buyer lives in Estonia, the phone was in Cyrillic. So he apparently used the phone, and I did not want to accept the return.
Ebay gave me the choice to send a message to the buyer or accept the return.
After a few days, I then received a message that the case was paused. During that time, I was able to “prepare” the return, but could not create a shipping label. Ebay told me I should create a label externally and send it to the buyer by message. Why should I do that if it is blocked through the system.
In the end, it said I had not responded even though I also filed an objection, wrote to the buyer and to Ebay, and I have neither the phone nor the money. Any attempt to contact Ebay does not work because messages are not answered, and the service hotline always says that the case is closed and I can’t do anything more.
Maybe someone has already had similar experiences as a seller and can help me. I feel very let down by Ebay in this case and cheated out of €470 by the buyer.
verena@ebay
Mentor6 months agoHello @srzi_46,
Thank you very much for your post!
Your buyer reported that the item received differs from your item description, so they are entitled to return the item. Since you did not accept the return request on your side, your buyer contacted eBay and you were asked to enable your buyer to return the item, otherwise the case would be automatically closed in favor of your buyer.
By the time the deadline you were given expired, you had not sent your buyer a return label or provided them with the cost of return shipping. Therefore, the buyer protection case was rightly closed in favor of your buyer.
Your appeal is currently with eBay US for review. Even though I see little chance that your appeal will be accepted, I recommend waiting for the result.
In the event that your appeal is rejected:
To still get the item back, I recommend that you contact your buyer to clarify the return and also make the free return possible for them.
Best regards
Verena
srzi_46
OP6 months agoHello verena,
Thanks for the reply. I understand that the seller reported a problem, but I really can’t understand it at all when I send him a phone in its original packaging, as I already said, and he apparently used it too. he disputed that this phone is brand new, which it was, and that’s why I filed an appeal.
I feel very abandoned by Ebay now, when I’m first given the choice between a message or a label, then the case gets locked, and afterward it’s like, "Yeah, bad luck."
Buyer protection is all well and good, but seller protection is apparently written in very small letters here.
Thanks for nothing from Ebay
perfect-sally
Mentor6 months agoWenn du dem Käufer den kostenlosen Rückversand nicht ermöglichst bei einer Reklamation ist doch ganz klar, dass ebay eingreift und du Geld und Ware los bist!
Wieso sollte ich das tun wenn es über das System gesperrt ist.
Ganz einfach: damit du deinen Artikel wieder bekommst! Wahlweise hättest du dem Käufer auch vorab die Kosten für den Rückversand bezahlen können.
Wir schreiben hier fast täglich, dass man solche Artikel als privater VK tunlichst nicht ins Ausland verkaufen und verschicken soll aber niemand will das hören. Erst wenn das Kind in den Brunnen gefallen ist geht einem ein Licht auf.
Nenn bitte die Artikelnummer und eine ebay MA schaut sich das nochmal an und meldet sich hier. Aber mach dir bitte keine große Hoffnungen, ich denke die sache ist gegessen.
@verena@ebay schaust du bitte? Danke 🙂