eBay: How do I appeal a closed case awarded in the buyers favour?

Younganddumb

Long story short; sold an item and buyer claimed it was not working, spoke to eBay live chat who told me to get the buyer to send me video evidence to prove it was not working (which the buyer was unable to provide) so I opened a case and less than 2 hours later it was awarded in buyers favour. Fast forward a week and item is back to me and it's very obvious that item has been 'tampered' with by the buyer which is why it doesn't work.

I contacted eBay live chat on Saturday asking them how to appeal the case who passed me from pillar to post until someone said they'd sent a "report" and I would hear back in 24 hours. Didn't hear anything so I called customer services on Tuesday where I spoke to a woman who said she would go ahead and put the appeal through for me. 48 hours later still no appeal and the funds have been taken for a refund. Just contacted live chat again who have once again filed a "report".
There is an appeal button on the case which is of no use whatsoever - all it says is what kind of evidence I need and then to contact them. There seems to be no direct contact and no one knows who to contact?
Is there a direct email address I can use as I am getting seriously frustrated with this situation.
Thanks in advance

RFW

I'm sorry to say that you're options for appeal aren't through Ebay, they've made a decision and I can't see how you could convince them that the buyer is at fault. As far as Ebay are concerned they were told the item is faulty and it is.
Your recourse would now be through the courts against the buyer. It would probably be difficult to prove that the buyer tampered with it and made it faulty but it may be possible. The buyer would probably argue that they only 'tampered' with it in trying to get a faulty item to work.

Younganddumb

RFW wrote: »

I'm sorry to say that you're options for appeal aren't through Ebay, they've made a decision and I can't see how you could convince them that the buyer is at fault. As far as Ebay are concerned they were told the item is faulty and it is.
Your recourse would now be through the courts against the buyer. It would probably be difficult to prove that the buyer tampered with it and made it faulty but it may be possible. The buyer would probably argue that they only 'tampered' with it in trying to get a faulty item to work.

Hi,
Thanks for replying. Just want to check if this is fact or an assumption?
Only because eBay seems to suggest you can appeal as on the case there is a link which says "If you're not satisfied with this outcome, you can send us an appeal" which then takes you to this page http://ocsnext.ebay.co.uk/ocs/eua?pid=2756
It's just from there I have no idea what to do because it doesn't actually say and CS have been useless thus far

Thanks again for replying

chancesare_2

Long story short; sold an item and buyer claimed it was not working, spoke to eBay live chat who told me to get the buyer to send me video evidence to prove it was not working (which the buyer was unable to provide) so I opened a case and less than 2 hours later it was awarded in buyers favour. Fast forward a week and item is back to me and it's very obvious that item has been 'tampered' with by the buyer which is why it doesn't work.

How did you open a case?

Younganddumb

chancesare wrote: »

How did you open a case?

Buyer initiated a return request so, as eBay advised me to do, I waited it out until the open to "ask eBay to step in" came up.

Younganddumb

Just an update in case this helps anyone: I finally managed to contact the right team - it is telephone only and is only open during business hours but can be found by going through all the "appeal a case" options in the contact us section.
I rang and I was put through to the Irish call centre (:j) where I spoke to someone who was really helpful and I explained the whole situation and he asked me to send in some pictures to him and he would investigate further (which ended up taking 2 days for me to do thanks to a technical issue on eBays part and involved a very tearful 45 minute phone conversation to the Phillipines call centre but that's a different story altogether!).
I managed to send the photos in yesterday and this morning I woke up to several emails thanking me for the photos, saying they would investigate and finally one to say they'd awarded it in my favour and that eBay would not be taking any further action with this case :T
So just to let you know out there - I got told by many people (eBay Phillipines call centre included) that I was wasting my time and I wouldn't even get listened to - but I managed it! So don't be put off and good luck!

PS- In case anyone is curious the item was an iPhone - the buyer claimed it wasn't working a week after receiving it when I knew I had sent it in full working order. When I received the phone back my Dad was the one who realised that at the bottom (where you charge the phone) one of the screws was sticking out and the other one was completely missing. Thankfully I had photos of the phone from this angle in my original listing (with screws) so I think this was the only reason I had a chance!

ballisticbrian

That's horrendous. They actually thought they could steal the inards out of your phone and get away with it, and so sloppy they didn't even bother putting the screws back in!