ebap issued refund without my consent

jack_121

Hi!

I sold  a dune media player on ebay for £52.

The buyer emailed me and said it arrived damaged, which i find difficult to believe.

He then demanded a £30 discount, which i refused.

Instead i said he send me back the item by opening up an ebay dispute.

I heard nothing from the buyer at all and assumed his scam had been uncovered.

Shocked to find that ebay refunded him the £30 with no consent from me whatsoever.

I agreed to take the item back, not to issue a refund of any nature.

Contacted paypal and they said: "we do not give involved with transactions of this nature."

What should i do.

Thanks

soolin

jack_121 said:

Hi!

I sold  a dune media player on ebay for £52.

The buyer emailed me and said it arrived damaged, which i find difficult to believe.

He then demanded a £30 discount, which i refused.

Instead i said he send me back the item by opening up an ebay dispute.

I heard nothing from the buyer at all and assumed his scam had been uncovered.

Shocked to find that ebay refunded him the £30 with no consent from me whatsoever.

I agreed to take the item back, not to issue a refund of any nature.

Contacted paypal and they said: "we do not give involved with transactions of this nature."

What should i do.

Thanks

This doesn’t make sense, unless you are on managed payments then eBay don’t control your  money and can only refund via a case. There has to have been a case open that you didn’t see, which is entirely possible with some views on eBay iif you don’t notice the message at top of page when you first login and don’t realise there is a number showing by the resolution centre on your dashboard. There will also have been 2 emails direct to your inbox which you might have considered spam and ignored. 

Cases are open for much less time now, but if you look in your resolution centre it is probably in there. 

jack_121

Hi!

Went into the resolution centre, but nothing, no sign of a dispute at all.

Ebay refunded last month, and i did not see the notice, just saw it today, it said on the item sold page: refunded £30

But no dispute was opened in the resolution centre

I did not agree to the refund, only to accepting a return if the buyer is unhappy

theonlywayisup

Have you checked closed cases/disputes?

RFW

Are you certain that the money has come from your account and isn't an "ex-gratia" payment from Ebay?

soolin

theonlywayisup said:

Have you checked closed cases/disputes?

RFW said:

Are you certain that the money has come from your account and isn't an "ex-gratia" payment from Ebay?

Either of these suggestions are the only possible scenarios, ebay do not just refund - they can't, so if you can physically see a payment being refunded from your paypal account then you have missed a dispute. Disputes get hidden once 'resolved' so you will need to tick certain boxes to check. If you cannot physically see a refund from your paypal then as RFW says ebay, for some unknown reason , made an ex gratia payment. 
Have you checked all your message sin your ebay inbox ?

jack_121

Thanks for the replies.

Contacted ebay and they said paypal refunded the money, not ebay.

I made a mistake. I assumed as the purchase was done through ebay, then ebay would be the arbitrater in this.

But the buyer complained to paypal instead, totally bypassing the ebay system.

I strictly told the buyer through ebay to return the item and i would refund him so was monitoring my ebay account waiting for his reply, not paypal.

Now that paypal has refunded him, can i appeal against the paypal decision.

I was told since the item was purchased through ebay, his complaint should have been processed by ebay, then paypal could have been contacted if he was unhappy with the ebay adjudication - is this correct.

Many thanks

theonlywayisup

It would seem a case was opened on Paypal and you didn't see/ignored their deadlines.

Whoever told you that his complaint should have been processed by ebay is wrong.  A buyer can choose and yours chose Paypal.

jack_121

So i can't appeal the paypal decision?

I shipped the item to an address which i assumed was some kind of forwarding company, as the buyer is based in china.

Just done a search and a lot of people are complaining about this company. Looks like i have been foolish.

https://community.ebay.co.uk/t5/Seller-Central/sending-to-a-strange-address/td-p/6627073

theonlywayisup

You can appeal a Paypal decision but you will be out of time.  You could see if you are still able to as you have nothing to lose.

Can I appeal PayPal’s decision on my claim?

Yes. Although, the decision made at the conclusion of a buyer claim is final it can be appealed if new information is presented which was not considered during the original investigation.

If you would like to appeal the outcome of a claim you can do so within 10 days.

To appeal the outcome of a claim:

1. Go to Resolution Centre.
2. Under 'Resolution Centre', click Closed cases to display the closed case list.
   •  You can also locate your case by selecting 'Case ID', 'Transaction ID', 'Invoice ID', 'Name' or 'Email'  from the drop-down and using the searcher.
3. Next to the case, under 'Action', click View.
4. On the 'Case details' page, near the bottom, click appeal the outcome.
5. Provide information for your appeal.

RFW

Try calling Paypal with the case details and maybe have other information regarding the company.
I haven't dealt with Paypal by phone for a while, they used to be good, I've heard that's not necessarily still the case. Ideally you want to speak to someone with an Irish accent as they tend to have more authority in Ireland than elsewhere. Old cases can be reopened under some circumstances. The hard job is getting them to agree to that.
An alternative or something to try before is to Tweet them complaining that you believe they have been complicit in fraudulent activity.