eBay refunded the buyer, but the item is still with the buyer – what now?
Summary: ma-versandhandel reports a problematic sale on eBay in which a buyer received a refund but did not return the goods worth €2,400. ma-versandhandel filed an appeal against the return, which was rejected, and is now left with neither the goods nor the payment. Other participants discuss eBay's jurisdiction based on the buyer's country of registration and the obligation to provide a return label. selina_b@ebay explains that eBay.es is responsible because the buyer is registered there, despite the German shipping address. It is noted that sellers cannot exclude foreign buyers if a domestic delivery address is used.
Hello everyone,
I am a commercial seller/small business owner and sold an item worth approx. €2,400 via eBay. It was an auction. According to eBay, the buyer is in Spain, but shipping was to Germany.
The process:
* The buyer requested a return through eBay after the purchase.
* I filed an objection to the return, but eBay rejected it.
* eBay then arranged a full refund to the buyer.
* The money has now been with the buyer for at least a month.
* However, the goods are still with the buyer and have not yet been sent back to me.
* The buyer claims to have written confirmation from Ebay that he does not have to return the goods.
So now I am facing the situation that the buyer has been refunded the purchase price, but I have still not gotten my goods worth €2,400 back.
Has anyone here ever experienced a comparable case?
Order no.: 16-14682-64879
Case no.: 5382835072
I would be very grateful for any experiences or advice from other sellers – and from eBay employees as well, of course.
Thank you very much!
kometenhuhn
·1 month ago · EditedI assume that it may have gone like this: the buyer filed a claim - you would have had to provide a shipping label within the return period, but didn’t do so, and then the case was decided in the buyer’s favor.
Your subsequent appeal was then also rejected.
If the delivery address was in Germany, you would only have had to cover a shipping label within Germany.
If that was the case, your only option now is to assert claims outside of Ebay. With a buyer based abroad, that will be rather difficult.
selina_b@ebay
Hello @ma-versandhandel ,
Thank you very much for your post.
Unfortunately, eBay.es is responsible here, which is why I can only ask you to contact my colleagues.
@perfect-sally Thanks for tagging 🤗
Best regards
Selina
kometenhuhn
·1 month agoThe seller states that he sent the goods to a domestic delivery address. How can eBay in Spain be responsible here? @selina_b@ebay
perfect-sally
·1 month agoThe shipping location won't play a role there if the buyer is registered in Spain. It has always been that way; the eBay platform will decide based on where the buyer is registered.
selina_b@ebay
@kometenhuhn It is as it was written here by @perfect-sally . It depends on the country where the buyer is registered.
Kind regards
Selina
kometenhuhn
·1 month agoWould that mean that if a seller excludes all countries and only wants to offer shipping within Germany, but the buyer is based abroad, has the goods sent to a forwarding station here that forwards the package, and then reports a problem - eBay has jurisdiction in the country where the buyer is registered?
petersmodellbahnstuebchen
·1 month agoYes @kometenhuhn
if the buyer is registered on another platform, that one decides. The rules of the other eBay company also apply. And then, in the event of problems, you have to deal with that one.
However, eBay buyer protection from eBay-DE no longer applies then.
kometenhuhn
·1 month ago · EditedQuite curious, in reverse this means that you generally can't completely rule out foreign purchases, or rely on the fact that German customer support will always be responsible, despite an explicit exclusion.
petersmodellbahnstuebchen
·1 month agoHey @kometenhuhn
that’s how it is, you can exclude foreign shipping addresses on Ebay, but not foreign buyers if they enter a German delivery address.
Kind regards from the Baltic Sea
Peter
petersmodellbahnstuebchen
·1 month ago · EditedHey @kometenhuhn
that's just how it is, sorry. You can exclude international shipping, but not the seller
perfect-sally
·1 month agoI don’t think it could have been exactly as reported here.
If you’re a commercial seller, why are you objecting to a return? You’re required to accept returns, no matter where the buyer lives.
And ebay actually only reimburses if the seller digs in their heels and doesn’t do it.
Why a refund was issued, though, when the item wasn’t sent back can probably only be answered by ebay. Or was it a complaint? Then the seller is responsible for the return shipping, but only from the location to which it was also sent.
Best if an ebay staff member takes a look and gets back here.
@selina_b@ebay could you take a look please? Thanks