Hi lovely people,
I haven't been on this site for ages but I remember last time I had a problem I found it invaluable.
Right, this is a long and complicated juicy nightmare ebay problem which I refuse to back down from.
To start with,
I bought a perfume from ebay - all looked fine on the description, seller had good feedback so I went ahead and bid.
On receipt of the perfume I noticed it was a blatant fake and contacted the seller straight away.
She seemed friendly and said it was a gift and had not realised it was a counterfeit as it was sealed.
We arranged for me to send it back to her and she gave me her address and said that she had already refunded me.
I know from experience that sometimes refunds take a few days to clear and I went ahead and sent it back.
First mistake, I know, and
second mistake - I sent it back just as normal 2nd class, with no tracking.
I have never sent anything back before on ebay to a seller and was not aware of their tracking policy.
I then realised that I had been conned as I never received the refund.
The seller didn't contact me regardless of the messages I sent her
off to ring up ebay customer services.
Rang them and they said that I had to open a case against her but because I didn't have a tracking number
they could not confirm if she had received the item back or not so could not refund me.
I had to wait a few days whilst they tried to make contact.
Obviously the seller did not respond to their messages
every time I rang them about it they kept churning out the no tracking number spiel, so no refund.
In the end they closed the case saying that they could not verify delivery.
In the meantime I noticed that the seller had received another negative feedback regarding selling a counterfeit perfume.
I appealed the case and highlighted this fact but again the same response from ebay.
They suggested I tried to contact royal mail and try and get compensation.
I reluctantly started a process with Royal stating that it might be lost in the post, hoping that maybe they could track it down.
On Friday this week to my utter surprise I received the 'perfume' back.
On the label that the post office stuck on 'item never called for' was ticked before it was returned to sender.
I was really happy and optimistically thought that I could now get this sorted.
I contacted ebay customer support stating that I would like the case reopened as I now have the perfume back
and could they please advise me what to do next.
In response they said:
"In this case, we cannot verify the item was held at the post office or was returned to the sender
as we have not received a valid tracking number so we have closed this case without issuing you a refund.
Please understand that we’re also unable to grant an appeal on this case."
??? Not sure if I am being thick but I have the parcel back with the stickers on etc, I can verify the situation.
I even took photos of the package and uploaded them to my one drive with a link that I pasted into the reply
as there did not seem to be a way of attaching images.
I said to them that this is the evidence that proves that the item was held at the post office.
I went on further to ask them directly if I should send it back to the seller as track and trace this time so that they could keep tabs on it being returned.
I didn't want to do anything with out their confirmation.
This was their reply:
"In this case, as you did not supply valid tracking showing the item had been delivered back to the seller,
we closed the case without issuing you with a refund.
For this same reason, we’re not able to approve your appeal."
BUT I HAVE THE PERFUME BACK!!!! Arrghhh.
This surely cannot be fair.
It is not worth ringing them again as I get so frustrated and I will probably end up crying!
Can anyone please advise me what I should do?
I am thinking of writing to the ebay head office (I have their address)
and even sending them the perfume as I don't want the thing.
Someone even mentioned contacting the perfume company (in this case PRADA)
stating that ebay have allowed this to happen and that the seller of the counterfeit product has made money from the transaction and has got off scott free.
Another reason why this has upset me so much is that this was supposed to be a birthday
present from my family who have saved up to give me the money and I feel like I need take this further.
Many thanks in advance for your help and for reading my plight.
I know I made some blatant mistakes but I now feel like I am in the right but ebay have washed their hand of me.