Customer didn’t return an item and eBay refunded them | Selling

lovewebme · 2024-05-15T18:15:52.945000Z

I am a seller on eBay and I have 60 days free return policy. I have honoured all returns and refunded previous customers hassle free. Recently I have a customer who requested a return, I approved immediately and messaged the buyer how to ship the item back. Before the 60 days return is up, the buyer requested eBay to step in to speed up the refund process, without returning the item or getting in touch with me. Ebay initially ruled in my favour without refunding the buyer since the item has not been returned. But the buyer appealed subsequently and eBay refunded them blindly without investigating if the item has been returned and getting in touch with me to check facts. When I appealed to eBay’s second ruling, eBay representative said they ruled in favour of the buyer because I did not respond to the return request right away; but I did, eBay only thought I didn’t respond that’s why the buyer requested eBay to step in, but in reality the buyer requested eBay to step in only to speed up the refund process because the 60 day return expiry had not been up yet, and not because I (the seller) did not respond.Subsequently I emailed eBay about this, they kept repeating the same false statement that I did not respond to the return request (if they even take a little time to check the return record they will see I approved the return immediately) and subsequently I replied to let them know I did respond promptly, ebay simply ignored me (took more than 72 hours to reply my email, I have to keep emailing them to get the same false statement mentioned above). Quite frustrating.Does any seller have any similar kind of experience? What do you do in circumstances like this?

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Customer didn’t return an item and eBay refunded them | Selling | eBay Canada EN