Locked
Antworten können hier nur von erfahrenen Mentor*innen sowie der Person verfasst werden, die die Frage gestellt hat.
Return received from eBay, but neither item nor refund received / financial loss of $2,468.04
Summary: dombh-14 files a formal complaint about eBay customer service not handling their return case. They describe how the return of an item worth $2,468.04 was delayed due to missing documents, even though the item has since been received by eBay. Despite eBay repeatedly assuring them that the seller would be contacted, the case was closed without them receiving either a refund or the item back. dombh-14 is asking eBay to review the case again. In the replies, dombh-14 is advised to appeal, since the case is on eBay.com and not eBay.de, and attempts are being made to arrange further support from eBay staff.
Dear Sir or Madam,
I hereby wish to formally complain about the handling of my return case and the way my case has been dealt with so far by eBay customer service.
On 28/07, I initiated a return through eBay. The return was not to be sent directly to the seller, but instead to eBay in the USA. eBay was then supposed to forward the item to the seller.
I duly handed the item over to DHL, and the return was then in transit.
After about two weeks, I checked the tracking and found that the shipment had not been processed further due to missing documents. I then contacted DHL by phone. I was told that a commercial invoice or the соответствing commercial invoice would be required for further processing.
I did not have such an invoice, as the original purchase had been made from a private individual on eBay.
I then contacted eBay customer service multiple times and explained the problem. I was expressly told that eBay would contact the seller in order to obtain the required information or an invoice. I was also assured several times that I did not need to worry and that eBay would take care of it.
I relied on these statements and acted accordingly.
Since the seller ultimately did not provide an invoice or any corresponding documents, I additionally tried myself to create an appropriate invoice based on the information available to me in order to move the return process forward at all.
Throughout this entire time, I actively tried to resolve the problem and complete the return properly.
Nevertheless, eBay eventually closed the return case because the item had not arrived at the designated location within the specified 30-day period.
This is completely incomprehensible to me, especially since the item has now demonstrably arrived at eBay.
The current situation is as follows:
The return was duly initiated on 28/07.
The item was duly handed over by me to DHL.
The delay arose due to missing documents for the further processing of the international shipment.
I contacted eBay multiple times and asked for support.
eBay assured me that the seller would be contacted and the issue with the required documents would be clarified.
The item has now demonstrably arrived at eBay.
Nevertheless, my return case was closed.
I have neither received the item back nor received a refund.
As things stand, I am in a situation where I returned an item worth around $2,468.04, it is now at eBay, and yet I have neither the item nor my money.
I do not consider it acceptable that responsibility for the delay is now being placed on me, even though it is demonstrably the case that I contacted eBay multiple times in order to resolve exactly this problem, and eBay told me that I need not worry.
Even more problematic is that eBay has in fact now received the item. From my point of view, it cannot therefore be acceptable for eBay to close the return case at the same time and not return the item already received, or its value, to me.
I therefore ask eBay to immediately review this case again and escalate it to the relevant specialist department or a supervisor.
Please review in particular:
the full history of my return case,
the DHL tracking and the actual receipt of the item at eBay,
the previous contacts with eBay customer service,
the statements made by your employees regarding contacting the seller and the missing invoice,
as well as the current whereabouts of my returned item.
I expect a concrete solution to this problem.
I would like to receive a full refund of the purchase price in the amount of approx. $2,468.04.
It is not understandable to me that eBay has received my item and I still do not get back either the item or my money.
If eBay continues to believe that I am responsible for the delay that occurred, I ask for a written, detailed, and comprehensible explanation, particularly taking into account my repeated contacts with eBay customer service and the assurances given to me in the process.
Given the significant financial value of the item, I ask for a prompt processing and escalation of the case.
Kind regards
Order number: 08-14917-90065
yasmin@ebay
·3 weeks ago@perfect-sally many thanks for marking it :-)
Hello @dombh-14 ,
I’ve looked at your return for the order number mentioned. I’ll get back to you via a message.
Best regards
Yasmin
dombh-14
OP3 weeks ago@nina@ebay Could you maybe reply to me again? That would be really kind, I don't know what to do anymore. :(
perfect-sally
Mentor3 weeks agoNina isn't here today, and as she told you, the matter is with ebay.com and ebay.de can unfortunately do nothing for you.
dombh-14
OP3 weeks ago@perfect-sally but I bought it on ebay.de. Do you know where I should get in touch?
perfect-sally
Mentor3 weeks agoIt would be best if an eBay employee took another look, she’ll reply here.
Hello @yasmin@ebay could you please take another look and help further? Thanks a lot
nina@ebay
·3 weeks ago@dombh-14 Hey. 🙂 I was happy to take a look at this. Unfortunately, this is a US case. We don't have access to those.
But you can still appeal the closure, please do this as soon as possible.
@perfect-sally Thanks a lot for flagging it. 💖
Best regards,
Nina
dombh-14
OP3 weeks ago · EditedWhere can I file an appeal? I can't see anything there and thanks a lot for the answer :(
It says for me: No appeal is possible in this case
petersmodellbahnstuebchen
Mentor3 weeks agoHi @dombh-14
maybe the lovely @nina@ebay can give you a quick hint shortly before the end of the workday, thanks Nina. ❤️
I think you can reply to the open case.
Best wishes from the Baltic Sea
Peter
perfect-sally
Mentor3 weeks agoWe are a community with other users, and with your complaint, you’re out of place here. And I also think that you’re not in the right place at ebay.de!
Without having read your whole novel, I’ll pass it along to an ebay employee. She will get in touch here.
Hello @nina@ebay could you take a look please? Thanks