Advice for False INAD

[happydealgarden]

Hello all 

  Been a seller for 11 years and never had to issue happen before.  We sold a typewriter and it was delivered, the customer sent us a message that they did not recieve the typewriter and filed an INR. We uploaded tracking and Ebay closed the case in our favour.

The customer sent us a message that they found the typewriter but it arrived too late for them. They then filed an INAD and even put in the message that they were returning it because it arrived late. We wereshi forced to pay for the return shipping. 

I contacted Ebay and the agent went through the messages and confirmed that I had to send a return label and then refund the customer and file an appeal to get my return shipping refunded. I asked the representative why I had to if the messages clearly showed the customer was using INAD faslely. The agent said I had to. I asked the agent if he believed if the customer was lying, the agent said yes. 

So we sent a return label, the typewriter arrived and it was in the same condition.  Before refunding I contacted Ebay again to ask how do I substract the return shipping, the agent explained to me to let the case auto close and then file an appeal and I would then get my shipping refunded. So the refund happened and we filed an appeal. After 7 days I contacted Ebay again and explained I was supposed to get an answer in 48 hours but it has been 7 days.  The agent assured me she would contact the appeals department and note the account with the entire history.

About 4 hours later I recieved an email that the case was closed in the buyers favour and they would not be refunding me due to the fact that the item was returned in the same condition. 

So now what do I do?  The notes in the appeal even stated I was just looking for the return shipping. It was 45 dollars plus had to pay 60 in customs (i understand I will get that back) . 

This seems like such an easy case, the custmer admitted to using INAD faslely and I had an agent agree with me that the customer is lying.  Do I have to just keep caling and beg Ebay ?

[femmefan1946]

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.

They don't work for eBay. They are subcontractors in Utah or the Philippines.

Here are your options for contacting  the real Ebay Customer Service.

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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.
 

[femmefan1946]

On the third hand.

The machine was in working condition and resaleable when you got it back?

And this is your first Claim in 11 years?

Your loss is your time and $45 USD?

That less than $5.00 a year over your selling career.

And you have sold over 3000 items.

Not every transaction will go perfectly.

[brettjet38]

https://www.ebay.ca/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374&st=3&pos=3&quer...

10 min article

Abusive buyer policy

Our abusive buyer policy lays out unacceptable buying behavior.

Buyers may not misuse feedback, returns, buyer protection programs, or payment dispute processes. Our full policy below outlines eBay's expectations for buyer behavior.

Frequently Asked Questions

How do I report abusive behavior?

You can report a buyer to us by selecting the button below:

Report a buyer - opens in new window or tab

What should I do if I think a buyer is making an unreasonable demand?

You're not required to agree to any extras or changes from the terms of your listing. If a buyer is making demands that are not a part of your original listing, you will be protected from negative feedback and defects when you either deliver the item purchased by the buyer according to the original terms of your listing, or cancel the transaction.

To help us identify buyers who are engaging in unacceptable buying behaviors, please report the abusive behavior - opens in new window or tab.

We encourage you to communicate politely and professionally with the buyer.

What is a payment dispute?

A payment dispute occurs when a buyer initiates a chargeback for a purchase transaction with their credit card issuer or payment service provider.

For more information, see Handling payment disputes.

Read our full policy