Return on eBay is simply decided unilaterally even though it's still within the deadline
Summary: cosmoretroshop reports difficulties with a return on eBay. After a buyer opened the return and was uncooperative, eBay initially ruled in the buyer’s favor, which cosmoretroshop felt was unfair because he had provided a return label on time. Other participants, such as perfect-sally, suspected decisions disadvantaging German sellers on international eBay platforms. In the end, cosmoretroshop received a message that he had won the case, but he criticized the opaque and counterintuitive decision-making processes, which cost him time and money.
Hello
I sold something to the UK. It arrives in early July, and the buyer opens a return. Since I got sick the week of the return, I reacted more slowly (which I had also told this buyer and other buyers via the eBay system). I then receive an extension from eBay (without asking for it), and try to send the buyer the money for the label.
The buyer refuses to send me his email or PayPal address, supposedly eBay advised him not to.
Asked 2 or 3 times. The emails from the buyer became more and more crazy and more numerous (see eBay system). Then about 3 days ago I received another extension of the return from eBay by 4 days, and the return was supposed to remain open until Saturday.
After the buyer was uncooperative again, I bought a label yesterday (€37), and arranged a pickup at his address for Friday morning through DHL. I then sent the labels via the eBay system, since the buyer didn't want to give me his email address because I was "untrustworthy"
The buyer had already bluntly admitted to me beforehand that he would "intentionally create chaos in the return" and intentionally drag everything out (provable, since messages were sent in the eBay system).
2 hours after I had sent the label to the buyer, eBay then sent me the message that "the case had been decided in favor of the buyer". This even though I was within the deadline, I had demonstrably sent a label (which cost me almost €40), and I hadn't received anything back at all.
I’d be interested in other people’s opinions and experiences here. It almost seems to me like they expected me not to get the return done (buy label) and customer service was consistently on the buyer’s side; I don’t want to accuse the buyer of anything here, but it seems to me he just wants to keep the goods and the money and nothing else.
cosmoretroshop
OP3 weeks ago · EditedThanks to everyone. By now I have won the case (the email came around 11 a.m.), however decisions should be understandable, and not completely counterintuitive.
The buyer almost got away with it, it cost me several hours of writing emails and also €40 for the return shipping, which will certainly never happen.
bixtron
·3 weeks agoRemember to cancel the label, if possible.
alena@ebay
·3 weeks agoHello @cosmoretroshop please give us the item number or the case number so we can support you better.
Thanks for tagging @perfect-sally 😘
Best wishes
Alena
perfect-sally
·3 weeks agoSome things, they just blow your mind.
I think it wasn't decided by ebay.de, and on other eBay platforms, as a German seller you have a really bad hand.
If you give the item number, an eBay employee can take a look at it.
@alena@ebay would you be so kind? Thanks