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Incomprehensible decision by eBay despite written confirmation from support
Summary: noventiss shares their experience with eBay, where two of their cases were closed against them despite a written confirmation from eBay support promising the opposite. They provided evidence against the buyer, but these elements were not taken into account. noventiss wants to know whether other sellers have gone through similar situations and is asking eBay to review these cases again in order to obtain fair and well-founded decisions.
I want to share my experience to understand whether other sellers have already encountered a similar situation.
Two cases (5323....... and 5322......) were closed with defects on my account, even though, in those cases, an eBay advisor had confirmed in writing a completely opposite position.
Here is what eBay support told me (translation of the message received):
“I reviewed the case and found that this return request does not meet your return conditions.”
“For this reason, the buyer is not covered by eBay Buyer Protection.”
“If eBay has to step in, we will close this case in your favor.”
Despite this written confirmation, eBay ultimately stepped in... and closed the case in the buyer's favor, while applying defects to my account.
What is most baffling is that I had already provided evidence showing that the buyer was presenting photos of a product different from the one I had shipped to them. This evidence was in the dispute, but it does not seem to have been taken into account.
I then asked for the defects to be removed and for an explanation of this contradiction between the official support message and the final decision. To this day, these defects have been maintained without any justification addressing the content of the message that had been sent to me.
I find this situation particularly concerning. When a seller receives a written confirmation from eBay stating that a case will be closed in their favor, it is reasonable to expect that decision to be respected or, failing that, for a clear explanation to be provided if the position changes.
I am posting this message to find out whether other sellers have already been faced with this type of contradiction between support responses and the final decision, and to ask eBay to review these cases as well as the defects associated with them.
Sellers need decisions that are consistent, justified, and based on the evidence provided. It is a matter of trust and fairness for everyone.
lingma85
Mentor3 weeks agoHello @noventiss
Please see if you can use this link------>
Dispute an eBay decision regarding a return or a missing item (sellers) | eBay
Kind regards
.