Formal Appeal: Urgent Review Required for Dispute

[jetall]

I write to formally appeal the recent dispute resolution . The buyer inspected and picked up the engine at our facility. Subsequently, the buyer claimed, "The item doesn't match the description in your listing." This claim is absurd as the buyer inspected the engine at our shop prior to pickup. Our listing described the engine to be in “AS IS” condition.

It is imperative to note that the buyer physically visited our facility for the engine pickup. Despite this, eBay resolved the dispute in favor of the buyer, resulting in the withdrawal of funds from my account. Now I have no monies and no engine. eBay’s resolution gives the buyer his money and position in the engine. Unfortunately, no arrangements have been made for the return of the engine. 

It is inconceivable that a buyer can purchase, inspect, possess, and then claim a discrepancy in the item description. The lack of due diligence in the dispute resolution process is blurring volumes and it’s unacceptable. 

I demand a comprehensive review of this case, considering the physical facts supporting the transaction of the item description and the buyer's on-site inspection. I insist on an immediate arrangement for the return of the engine, and if a refund has been issued, it should be contingent upon the satisfactory return of the item. 

Your immediate attention to this matter is required, and I anticipate a swift revaluation of the resolution. 

[pjcdn2005]

You are posting on an discussion board used by other sellers and buyers such as yourself (not customer service)  so we can't fix your problem but we might be able to make suggestions if you can answer a few questions.

Did the customer or someone that the customer arranged up pickup the product or did you arrange for it to be delivered?  

There are some provsions when a buyer should not be covered by the money back guarantee in situations where the customer arranged for or picked up their own item. That information is on the following page   https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

If it was advertised as a local pick up sale, was the QR code that the customer received scanned so ebay knows it was picked up?

Are you sure that the buyer was refunded or is the money just being held right now?  Normally when a return is opened the seller has the option to ask the buyer to return for a refund or they can refund right away.  If you do neither, ebay may step in and refund without requiring a return. Did ebay have to step in?

You might want to contact ebay customer service on one of their social media accounts.  You can send a private message explaining the problem and they are often quite helpful.

https://www.facebook.com/eBayForBusiness

https://twitter.com/askebay

[flipistics]

If it's a local buyer and the price is similar to the one you have listed, you might want to get some legal advice and consider suing the buyer (and possibly filing a police report too). There's not enough information here for us to know whether or not you also screwed up with eBay's procedures though. As pjcdn2005 noted, these boards generally aren't monitored very much by eBay staff.

You can contact them through eBay for Business on Facebook. You'll get an actual human there.

[reallynicestamps]

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://www.instagram.com/ebayforsellers/


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.

And you get a transcript so you can compare what you heard with what you were told.

Which also means that the reps are careful not to mislead you.

When you got the Dispute, did you tell the buyer to return the engine before you refunded?

That is when the demand for the return should be made.
If you don't do that, eBay will take you "No Returns" policy at face value, and consider that you never want to see the item again, refund or no refund.

No Refunds does NOT mean No Returns.

But do contact the employees assigned to social media.

And file the police report if only to strengthen your civil case.