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Sending a document to Ebay following a dispute
Summary: bakura71 shared a frustrating experience with eBay. After sending a package of collectible cards that the customer received empty, a dispute was opened, and eBay asked bakura71 to refund the buyer. Despite evidence casting doubt on the buyer's good faith, bakura71 had trouble communicating with eBay because the dispute was closed quickly. Even after several calls and attempts to provide the necessary documents, the situation remains stuck, and the buyer has not replied since being refunded.
Hello ... at the end of December I send a package of collectible cards via Mondial Relay. The customer picks up their package but the cards were no longer inside .
Then comes an opening of a dispute which only the buyer could respond to and Ebay gave them the benefit of the doubt and asks me to refund them .
- When I disputed it, there was no way to send any documents proving that the buyer could be just as at fault as me ( for example, they waited more than an hour between receiving the package and sending the message on ebay saying the package was empty , refund request outside ebay)
- Following the dispute, the buyer would have sent proof of their good faith . I asked for these proofs to be provided to me, it’s been two weeks and I’m still waiting for a response from ebay
- Ebay is asking me to refund the buyer : but after checking with my police station, if the problem comes from the carrier, French law forbids any platform from requesting a refund of the order to the buyer and it must turn against the carrier
So my question is: is there an email address where I could send the documents and try to resolve my problem ( anyway I don’t have the means to refund ) or tell me any steps that might help me ? because well, running into bots or people on the phone who are unable to give you information gets old after 5 minutes
max2661953
·2 years agoHello, @bakura71 ,
Read this : https://www.ebay.fr/help/selling/managing-returns-refunds/contester-une-dcision-debay-concernant-un-retour-ou-un-objet-manquant-vendeurs?id=4369&st=3&pos=1&query=Contester%20une%20d%C3%A9cision%20d%27eBay%20concernant%20un%20retour%20ou%20un%20objet%20manquant%20(vendeurs)&intent=contester%20decision&lucenceai=lucenceai&docId=HELP1306
bakura71
OP2 years agoThanks for your reply but I'd like to talk to something other than a bot because the dispute was "closed" before I could bring all the evidence 🙂
Also I will not refund either the buyer, or eBay in accordance with French law and I would like to let them know
koalagris
Mentor2 years agoHello @bakura71
If you looked at the help page posted by Max (hello, by the way), you must have seen that there was, right at the bottom of the page, a link to ask ebay to call you back.
Regards
bakura71
OP2 years agoah yes I called twice ... twice I was told that nothing could be done for me since the dispute was closed
And also something strange: the buyer, since he was refunded, no longer responds to my messages, both on Ebay and on WhatsApp
bakura71
OP2 years agoAnd if there's no other way to communicate, I would go back to the police station to see what steps to take so as not to have to pay it back 😉
lingma85
Mentor2 years agoHello @bakura71
You write-----> "Ebay asks me to refund the buyer: however, after checking with my police station, if the problem comes from the carrier, French law forbids any platform to ask for a refund of the order to the buyer and it must turn against the carrier"
Are you sure you raised your issue at a police station, because what you are writing is FALSE...
In reality, it should happen like this..---->
- in the event of a dispute for an item not received or not as described.... the seller refunds the buyer the full amount of the transaction.... and can then turn against the carrier if they took out the necessary insurance...
Your so-called " police station " is not very clear on the matter....
Besides, eBay doesn't sell anything and therefore doesn't risk turning against any carrier....
Now...
As for your dispute.... you also say-------> "Following the dispute the buyer supposedly sent proof of their good faith. I asked to be provided with these proofs, it has been two weeks that I have been waiting for a response from eBay"
Without any reaction from you during those 15 days, eBay concluded and closed the dispute.... All deadlines must be respected...
Aside from the instructions given by @max2661953 there is nothing more to do... It's over for you...
and besides, it may also be that your "police station" will certainly have something else to do than follow up a case doomed to fail before even being opened...
Regards
bakura71
OP2 years agoeasy to close a dispute when Ebay doesn’t answer your questions even though you’ve provided your evidence
And why should I be the one to refund when they have no proof of the buyer’s good faith? well yeah, just between the moment they received the parcel and the first message where he tells me the parcel was empty more than an hour passes ... in an hour you’ve got time to do a lot of things
Same thing he made a video supposedly when he received the parcel, supposedly because the parcel’s weight seemed way too low to him ( well 50g of cards + the box + the envelopes, no wonder it doesn’t weigh 10 kg ) strangely enough, no timestamp on the video, no witness ...
He asks me on whatsap to refund him to send him the cards back outside ebay " that would avoid having a dispute
Etc etc
So yeah I’d like to know what they based it on to side with the buyer ... Because if it’s that easy to scam people ...
And strangely enough, since he was refunded, radio silence from the buyer ... I just asked him whether he had filed a complaint like ebay told me, since when I told him to do it he didn’t want to ( apparently it was useless, according to him )
So yes I’m being punished twice over: I have to pay for cards I sold I no longer have my cards ... great justice at ebay ...