New crazy thing from customer support | New Seller Space

edenlov · 2023-08-07T13:42:56.833000Z

Hello, Three weeks ago a customer wanted to return a defective item to us for a refund. We accepted the next day and sent him a return slip that contains the shipping address. A week later, while we were expecting to receive the package, the customer opened a dispute, without justification. The funds are blocked, and the dispute says that when the tracking number provided by the customer shows that we have received the package, an automatic refund will be issued. Even though normally our customer service first prefers to make sure the product is defective and that the return conditions have been met, once again we accept. 3 days ago the tracking number was finally shared by the customer, and it says that the package has supposedly been in our mailbox since July 29. Except that is not the case. We then contact the post office to check, and then, big surprise, the customer did not send the package to the address we had given him... We contact eBay customer support to ask them to close the dispute in our favor and cancel the refund. We are not responsible if a customer loses a package out there. Very confident about the outcome of this dispute, this morning however, 2nd big surprise! Support tells us the address that was used and admits that it was them who gave this address to our customer!??? Except that it is the address where the company is registered, 1000 kilometers from our customer service. And in no case an address where we receive packages... And he adds that everything is therefore settled and that the refund has been made. Since when has eBay customer support allowed itself to give our customers incorrect shipping addresses, making them ignore our return slip, and even allow itself to refund the customer even if the package is not in our possession ??? What kind of circus is this? This is unacceptable and we are determined not to give up. Who can we contact outside of customer service on the platform?

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New crazy thing from customer support | New Seller Space | eBay France