Ebay and Paypal refusing a refund for item

TE

It seemed rational and appropriate to involve paypal as that was the means of payment, and I could not get hold of anyone at ebay. 
Ebay said I should open an appeal with pp. i'm not convinced of that and cannot see how to do it.
I may have to sack this off, it's sending my stress levels almost beyond coping.

soolin

TE said:

It seemed rational and appropriate to involve paypal as that was the means of payment, and I could not get hold of anyone at ebay. 
Ebay said I should open an appeal with pp. i'm not convinced of that and cannot see how to do it.
I may have to sack this off, it's sending my stress levels almost beyond coping.

I payment = 1 case, Unfortunately this would have been very simple if only the eBay case had been opened and not both. 

Personally I would persevere with eBay as that’s an automatic win - even in these COVID 19 times I’ve never hung on the phone for more than 10 minutes to talk to them. 

mimi1234

I thought it was either a claim on eBay or PayPal?  I thought it wasn't possible to do one on both?  I had a funny buyer once who had used the item I had sold them but wanted a full refund anyway.  They opened a case on eBay who told the buyer to do one.  So they then tried to open a case with PayPal but they wouldn't let her as she had already done one on eBay.

OP - call eBay.  If you get through to someone just reading a script, demand to speak to a senior or a manager, explain your situation and hope it works out. 

soolin

mimi1234 said:

I thought it was either a claim on eBay or PayPal?  I thought it wasn't possible to do one on both?  I had a funny buyer once who had used the item I had sold them but wanted a full refund anyway.  They opened a case on eBay who told the buyer to do one.  So they then tried to open a case with PayPal but they wouldn't let her as she had already done one on eBay.

OP - call eBay.  If you get through to someone just reading a script, demand to speak to a senior or a manager, explain your situation and hope it works out. 

Since eBay sold PayPal there does seem to be an occasional glitch where a case can be opened in both, it has happened to me as a seller. When that happens both eBay and PayPal leave it up to the other to sort out so buyer can lose out. 

In my case I’d had awful problems with a buyer , he wanted a refund and didn’t want to return item and it got nasty, he thought he was being clever by opening a case in eBay and allowing me to send an eBay return label, and then opening another case on PayPal and trying to get money to return it from them. I phoned eBay , they confirmed the case was open on PayPal and closed the case and cancelled the label. I then phoned PayPal and said that eBay had closed the case and return label had been cancelled but I would accept the SNAD return if buyer returned it at their cost, PayPal said that the case with them had been wrongly opened and was an intent by buyer to obtain a refund fraudulently due to eBay case already being opened and also closed the case.  However I believe buyer made such a fuss that in the end PayPal made a good will gesture refund , however it did not cost me anything. 

TE

I have an update.

The item has been returned to me by the post office. The seller had given me a return label via ebay. This turned out not to be his business address (and not his address registered with paypal and ebay)and he failed to pick the parcel up from his post office depot (I have photographed labels on the box that confirm this).

Do I insist ebay send me another paid return label, this time with his business address on in the hope of getting a resolution?

I'm concerned he'll send me a label with the same (apparently non- business address on) again.

Paypal are out of the equation now, I'm dealing entirely with ebay. 

challengedavid

surely it does not matter if its been returned to you,  you used the returns label supplied to you and i believe eBay should step in now and refund you even if you have the item back,  can you escalate the ebay case at all?

the_lunatic_is_in_my_head

TE said:

I have an update.

The item has been returned to me by the post office. The seller had given me a return label via ebay. This turned out not to be his business address (and not his address registered with paypal and ebay)and he failed to pick the parcel up from his post office depot (I have photographed labels on the box that confirm this).

Do I insist ebay send me another paid return label, this time with his business address on in the hope of getting a resolution?

I'm concerned he'll send me a label with the same (apparently non- business address on) again.

Paypal are out of the equation now, I'm dealing entirely with ebay. 

Have a go on Twitter on Facebook, eBay appear to have closed the return because you opened the Paypal claim (which their terms advise will happens so they are acting correctly), you need to squeeze some goodwill out of them (or go after the seller for a resolve).  

TE

I just spoke to ebay again. They are trying to have me go through paypal again but the paypal claim is closed. The first person I spoke to was next to useless and spoke over me.

Her supervisor/manager said I cannot get my money back with ebays' money back guarantee because the case has expired with ebay.

This is driving me up the proverbial.

I have several anxiety conditions, and each time I try to resolve this protracted issue (been going on since May) and get knocked back it shakes me to my core.

dekaspace1

From personal experience sometimes sellers have a business address and a home address, once a seller gave me a returns label for an address that was for their home not their registered one and despite it showing delivered Ebay pretty much treated me badly as they said I needed to prove the seller gave me the label (as it was sent directly to email) And I had to wait up to 10 more working days and only then and at their discrection they may refund.