Urgent! eBay refuses a refund despite the package being returned

Summary: madem_2848 expresses despair over a delivery problem in which a parcel intended for their sister was returned to the seller, but Ebay refuses to refund the 211.97 euros paid. lingma85 suggests contacting FEVAD to try to resolve the problem. rosedebretagne is skeptical about the effectiveness of this solution, mentioning conditions companies must meet in order to join mediation. frelonverre expresses surprise at the situation, but remains reserved about their thoughts. The discussion centers on the difficulties and possible solutions for obtaining a refund.

Hello!

I'm writing in the forum because I'm desperate!

On May 4, 2024, I bought an item for 211.97 euros with free shipping for my sister's birthday. I live in France but I arranged delivery to Spain where my sister lives in a rented apartment for a semester. When I had to enter the address, I entered the apartment owner's name because I thought that was what was needed for it to arrive at the right place.

On May 18, I receive an email from the seller telling me that FedEx Spain had tried to contact the recipient to pay the customs fees but that the connection seemed to be blocked. I was also informed that the return "deadline" was May 23. So I tried calling the local contact number several times to no avail, as it automatically hung up on my calls. I then tried different combinations to call it, but the number doesn't work.

I therefore decide to go to the Spanish website of FedEx in order to contact them as I was asked. So I start a chat to explain my situation to them.

The FedEx agent asks for my name, then the recipient's. The agent then repeatedly refuses to give me any information, saying that the package belongs to someone else. I then explain my situation to her, offer proof that it is mine and ask for help because of my mistake, but she remains firm in her refusal. She tells me to tell the recipient to contact them. The problem is that the apartment owner is unreachable, whether by my sister or by the agency renting out his apartment.

Feeling lost and helpless, I send numerous emails to the seller who can't do anything about it and to FedEx, who ignore me. They finally send me an email informing me that they have returned the item, and that it has been sent back to the seller. They also attached a tracking number proving this.

Upset after all my attempts to fix the situation, I decide to request a refund from Ebay by providing them with the proof, the tracking number and the FedEx email saying that the parcel was returned and signed for by the seller. Ebay refuses the refund. Surprised, I open several disputes and send several messages to the seller, who ignores me, and to Ebay proving that the parcel has indeed been back with the seller for weeks, but nothing. Ebay refuses all my refund requests and I can no longer file disputes. I don't understand and I'm desperate, I paid more than 200 euros to not receive my parcel and not get a refund even though the seller got it back?

Does anyone know a phone number or an email to contact customer service and show them my evidence and better explain the situation to them?

Thanks in advance!

madem_2848

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Posted 2 years ago·Last reply 2 years ago

3 comments

frelonverre

·2 years ago

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@madem_2848

Surprised, I’m opening several disputes

well, what surprises me is that, I’m not saying what I really think, I’d become unpleasant

rosedebretagne

·2 years ago

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hello,

I have nothing positive or negative to say but I empathize with the situation of the poster who took risks and is now struggling, it wouldn’t do for her to lose even more time. about fevad, lingma85 I’d have my doubts, does anyone know whether ebay customer service adheres to this mediation service? it seems to me that there are many conditions for mediation to step in, starting of course with the company’s commitment to submit to it.

thanks.

lingma85

·2 years ago

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Hello @madem_2848

Whatever the twists and turns of your case... there is a withholding of more than €200 being made by a seller with the site's approval (apparently... ).

Contact FEVAD, whose contact details you can find online...

This association may, perhaps.., help you get out of this bad spot and help you recover what is owed to you.

Kind regards