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Returned order “due to incorrect address” and eBay closes my case (#5358399573)
Hello everyone,
I want to share my experience in case someone can guide me or eBay reacts:
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Order: PortEscap MA1616M MiniMotor
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Order number: 19-12947-68005
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eBay case: #5358399573
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DHL → Correos Spain tracking:
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On May 12 they attempted delivery in “Kannawurf, ES” (wrong internal code)
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Correos returned it to the sender without notifying me
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On May 27 DHL marked it “Returned to Sender”
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I have checked that my address works perfectly in Google Maps and in previous DHL and Correos orders. Despite submitting screenshots, eBay is closing the case on the grounds of “incorrect address” and they are not refunding my money (more than 120 USD).
– Has anything similar happened to you?
– Any advice on how to escalate the claim within eBay?
– Do you know who or where to formally complain to?
Thanks very much in advance, I hope this helps prevent the same thing from happening to other users.
Best regards,
Manuel
Santander, Cantabria
cinthia@ebay
Hello @pelisier2011,
Thank you for your message. I understand that you did not receive your item. On eBay, we have the eBay Customer Guarantee Protection to cover your purchase in situations like these, where you have not received your item. I suggest that you contact the seller directly in case the item has already been shipped, but the tracking number has not been updated, as this sometimes happens. If you do not receive a response from the seller, it is important that you check the estimated delivery date in your transaction, as our guarantee protects you up to 30 days after the estimated date.
Below, I’ll tell you how to open the request yourself so you can begin the process to ask for a refund and back up our guarantee, if you are still within these 30 days. You can open the case here, this will alert the seller so they can begin the refund process and the communication between the seller and you.
It’s rare for sellers to ignore your request for help, but if you do not receive a response after a few days, you can request eBay’s help if you go into the case from your account and click the option "Ask eBay for Help".
I hope this information is helpful. Thank you for your attention and for being part of our community.
Best regards
Cinthia
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pelisier2011
OP1 year agoI don't even ask for the money anymore, I just want to know where they returned the product to.
Anyway, Correos España has implemented some system that rejects addresses for reasons unknown.
As DHL USA seems to hand orders over to Correos when they arrive in Spain, well, you can't buy on Ebay because it's your fault, and they send you an email when they've returned it to who knows where
By the way, both Correos and DHL España send us several packages to the rejected address every month.
Regards
Manuel
cinthia@ebay
Hello @pelisier2011,
Thank you for your message. If you have not received the item, I ask that you open a case following the instructions in my previous message so that you can receive a refund.
Best regards
Cinthia
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This space is for "User to User" comments and help. In this channel, we will not be able to provide you with full Customer Service assistance. To access our help channels, you can go to our Help Pages where you can select a topic and find information to use our Self-Service links or at the bottom of each page, you can see the link to contact our customer service channels.