Abusive dispute closure in favor of the buyer | Community Mentor Help

ddad52 · 2024-04-05T09:51:11.666000Z

Hello, I’d like to share my experience because I’m interested in your advice on how to successfully solve my problem, which concerns a dispute with a buyer. I sold a watch on ebay.fr with shipping only in France and the European Union. My watch was sold with delivery to Austria. The buyer eventually requested a return because he was not satisfied with the condition of the watch and requested a return from Australia. I told him it didn’t make sense to pay return shipping costs from Australia with possible customs fees that would be charged. He agreed to pay the return shipping costs, so I accepted the return request. For your information, I sold the watch on January 6. It was paid for on January 12 and delivered to Austria on January 17. The buyer initiated a return request on February 7 and generated a return label on February 20 without ever sending the parcel. On March 13, I reported that I had not received the watch back and that the buyer had generated a return label but had never sent the parcel. Following my report, I received an email from ebay.com in English telling me that I had 4 days to act and explaining that there were 2 solutions: pay for a return label or send money to the buyer to generate a return label. I didn’t need to pay since a label had already been generated by the buyer on February 20, and I didn’t understand that I absolutely had to act within 4 days or else the full amount of the sale + shipping would be charged to me. As a result, on March 18, Ebay closed the dispute in the buyer’s favor. He was refunded and they debited the amount from my account. Since then, I have tried to contact ebay on multiple occasions. When ebay France replies to me, they tell me it’s not their responsibility because the dispute was created by the buyer in Australia on ebay.com. I have to admit I don’t understand how this works since I listed the item on ebay.fr. Finally, when I contact ebay.com by email, they always give me the same answer without trying to review the dispute: I had to act within 4 days, I didn’t, so the buyer is refunded without having to send the item back. Again, I don’t understand how buyers can have all the time they want to file a claim, not send the item, while the buyer is required to respond within 4 days after receiving an email in English that is difficult to understand. I’m interested in your advice because I don’t know how to resolve this problem. Ebay’s way of doing things is unacceptable, but every time I contact them, they don’t bother to review it and just send canned responses. Thank you for your help

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Abusive dispute closure in favor of the buyer | Community Mentor Help | eBay France