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eBay unfairly refunds the buyer's money for an item not received
A few weeks ago, I made a sale on the French eBay site. The package took a bit longer than expected because of the volume of shipments at this time of year, and the buyer opened an item not received claim. Also, the SEUR tracking number I provided didn’t show any information, since this courier company changed the way this data is accessed a few months ago (you have to log in with your account, enter the postal code, etc.). So I could see the package tracking, but eBay and the buyer couldn’t. On January 16, the package was delivered, although as I say eBay had no record of it. On the 20th, eBay decided to close the case with the decision to issue a refund to the buyer. According to eBay help, I have 30 days to reopen the case and provide new information. So I did. I appealed the decision by providing a new tracking number (from Packlink, which is where I contracted the SEUR service), which this time did show eBay the package delivery. Hours later I receive a reply dismissing my appeal, and inexplicably upholding the refund decision. Customer service at eBay Spain has tried to help me. I even sent them a copy of the proof of delivery for the package (which I requested from Packlink), just as they advised me. Supposedly, they took care of passing all the information on to the relevant department at eBay France (I should remember that the sale was on their site). I still haven’t received a response. Yesterday, I wrote directly to their customer service (customerhelp_fr@ebay.com), just in case Spain hadn’t sent any information. At the moment I still have no reply. Not even to tell me that they’re going to dismiss the appeal again. From the French site I only get silence, and from the Spanish site I get the promise that they’ll send the information, but I have no confirmation that they have done so, since France doesn’t जवाब. I don’t know whether after a first appeal the case can no longer be opened again, and that’s why they’re not responding. eBay Spain told me that it doesn’t have to be like that. The buyer is staying silent, of course, this has worked out perfectly for them. A sale of about €300 that I’ve lost and an item that I gave away to this person thanks to eBay. I don’t know what else to do.
