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Return went wrong - item not received; Hermes marked as "delivered".
Hello community. I've been completely fed up with the Ebay team since yesterday, and customer service puts up a fight every time you need help, to the point that I unfortunately also had to get pretty insulting.
On to my problem:
I received a return request (return reason: "Not as described"), because the buyer claimed that the sold item was no longer new, but in the same text he confirmed its condition (as "in original packaging and sealed"), which he himself wrote. After I disputed this return, for exactly this reason, eBay decided in the buyer's favor without my consent and sent a return label in my name, as also written in the e-mail from Ebay (in addition to the fact that I never choose Hermes voluntarily, because I've only had problems with them; more on that in a moment) .
Within about 1 week I spoke to customer service several times until it was finally decided that they would refund me the entire amount as soon as I refunded the money to the buyer as well (so both he and I get the full amount credited). I therefore simply asked the buyer to send it back to me as quickly as possible, which he did - so there were no problems with the buyer either.
Yesterday morning I then received a notification from Ebay that the return had now been delivered. I checked the front door, asked the neighbors and looked in the mailbox and nothing was there.
Then I called customer service again and said that I couldn't make a refund if I hadn't received anything. They opened a case for me, bla bla bla, and in the end they again decided against me because the item is marked as delivered. On the Hermes site there is no picture, no proof, nothing at all that helps me.
Customer service told me the following: Hermes and Ebay were not partnered, Hermes was also a customer of ebay and I would have to contact Hermes for claims for damages; item is delivered and therefore nothing can be done, which is why every time the decision is made against me; bla bla bla...
The strange thing (which also a "Werner Tafel" noticed and still decided against me): In the tracking history, the courier first noted the status "Recipient not available" and "Delivery next business day" at 10:24. Then at 10:26 the delivery was marked as "successfully delivered". According to the Hermes website there is no photo, no signature or anything else.
Well, I looked into it and called Hermes, and they told me the following: Since Hermes is partnered with Ebay and Ebay ordered the return label on its own, this claim for damages has to be clarified through Ebay, who then credit the money, since you are also protected as a seller (apparently the Hermes employee knows more than the ones at Ebay...).
So now I'm here and waiting again for a call from Ebay, after they eventually blocked me off yesterday evening and stonewalled me with "Ebay has already made a final decision", even though I have to say every time that it's no longer about the case decision, but about the claim for damages that should be enforced for me.
Right now I'm stuck with exactly €340 in damages (item lost, worth at least €170 and potentially more + €170 refunded to the buyer).
Yes, I sent Ebay a photo of the tracking history. Yes, I also saved the website as HTML. No, I haven't had my problem solved, because Ebay stonewalls at every attempt to communicate and shuts me down with the phrases "Ebay has already decided" and "As an employee I can't do anything else".
Ebay has demonstrably acted against my will and in my name, i.e. debited the balance and sent a Hermes return label to the buyer on its own.
Thank you in advance for your help and attention.
