Locked
Discussion interactions are currently paused.
Responsibility for transport company error
Summary: carlitos66 shared his frustration with a delivery problem involving a shipping company and an eBay seller. After a failed delivery attempt, the shipping company admitted to technical difficulties, but the case was closed on eBay, incorrectly blaming carlitos66 for providing the wrong address. Although proof of the correct address and complications acknowledged by the shipping company have been provided, eBay has not offered a favorable solution. With no refund or product, carlitos66 is considering filing a claim through the OCU or PayPal, disappointed after many years of loyalty to the platform.
After a first failed attempt at home delivery, the shipping company acknowledged via email that due to technical difficulties they could not deliver it to any pickup point. I informed the seller of my intention to request a refund and attached confirmation of the delivery address, emails, and tracking.
I let them know when the shipping company began returning it to origin, Germany. The seller told me they would issue a full refund once the package left Spain.
Six days later, with no news from the seller, I opened a case; to my surprise, the case was closed in less than 24 hours, claiming that I had provided an incorrect shipping address during the purchase process (the purchase receipt, the payment receipt, and the first home delivery attempt prove otherwise).
My appeal is automatically denied by customer support that seems to be managed by AI. The options they give me are: request a refund from the seller (after having disavowed me by closing the case) or escalate to other channels. A subsequent phone conversation with customer support confirms the above.
It doesn't matter that I am right, that I have purchase and payment receipts with the correct address, emails in which the shipping company acknowledges technical difficulties, messages with the seller, and tracking showing the return shipment in Germany and delivered to the seller. The platform holds me responsible for an error by the shipping company, and the seller ignores my message asking whether they have already received the shipment.
After a month of claims, I have managed to get a full refund from the payment platform.
Huge disappointment, after more than 15 years and a 100% positive voting history in 672 purchases, I did not expect such biased and unfair treatment.
