Allow me to begin by first apologizing the emotional tone of the following response. This response was sent to eBay customer support in one last attempt to get them to see the flaws and unfairness of their investigative process concerning my resolution case. Starting here at the end, allows for greater clarity concerning the inadequacies of any seller protection eBay mentions on their site. Take a look behind the illusion.
“After no response to my previous email, I am beginning to grow more and more frustrated with this process. I received word that I was decided against in this resolution case. Upon learning this I immediately contacted Customer Support to obtain the Police Report and any and all documents pertaining to the investigative process done by the high value claims team. I was told I could not have them. I have at the bottom of this email quoted several statements from your website that indicates anything pertaining to the case is open to me. I explained my concern that if I issued a refund, then the missing items would become my property again and that they are stolen. I was told to deal with the buyer, who has not been cooperative at all with me as seen in the case notes, our eBay correspondence, text messages, & my final email sent on February 17th listed below. Or to contact the local NY police department. I live in WA State. I explained that I wanted these documents to assist me in filing a claim with my Post Office due to the fact that the signature confirmation on the package was not enforced and supposedly the package sat outside the buyer’s residence for 6 hours, despite him saying his wife stayed home to sign for it. The buyer indicated in his initial messages that he thought the package had been tampered with. If the items were stolen, then they were stolen from his residence and on his property. I asked the support rep “if neither the local police nor the buyer would help me then eBay wouldn’t help me either?” He replied, “That is correct.” This is no small amount of money. I do not feel as if my interests as a seller, customer, or user are in any way being seriously considered after. Since late November I have purchased thousands of dollars’ worth of merchandise on eBay (look at my purchase history). I have also sold several hundred dollars’ worth including several high value items, all with no issue. The buyer on the other hand has had several negative feedback remarks questioning the integrity of the items he has sold. I have responded to any and all communication on his request or the request of eBay with immediacy and urgency. I have done so in good faith of my interest being genuinely looked after and because it is the right thing to do. In the email below, I even told the buyer that I had no issues refunding and explained to him my need of the police report and his post office claim (things he told me he would do on the February 6th)…I get no response. I emailed a previous response to this email on February 17th explaining my concerns and my contemplation of taking this matter to my military JAG office for legal advice and counsel. I get no response. I have been in the military over 18 years and deployed 6 times to earn my pay and it is just absurd to me the casual attitude given to me by the eBay service rep and the hostile attitude directed towards me by the buyer, especially since I have complied with the utmost respect and punctuality concerning this issue.”
“You’re protected from losing a case if you ship an item within your stated handling time and provide tracking information before you or the buyer asks eBay to review the case. Tracking information needs to include: 1. A delivery status of “delivered” 2. The date of delivery 3. The recipient’s address 4. Signature confirmation, if an item has a total cost of $750 or more”
“You can respond to this case by going to the Resolution Center and providing tracking information or shipping details. If you can show delivery confirmation or proof of signature at the buyer’s address within the delivery window, then you would not be held responsible for this case.” and “We may provide buyers and sellers with access to each other’s names, user IDs, contact information, and other information relating to a case.”
“Dear jdavidson228, Hey, I have no problem issuing a full refund back to you. Obviously where my problem lies is that now I am out an Xbox one bundle and actually about 850.00, since I was selling at discount. I really need you to send me a copy of police report, so I can file my claim at post office. If you can scan and email to me at the address in the photos, I would greatly appreciate it. – dsbrego”
Needless to say, despite my best effort, I was forced into providing the buyer a full refund by being told I would be charged seller’s and PayPal fees if I did not comply. Here are some of the details surrounding the nature of the Resolution Case and eBay’s decision for the buyer. Although I paid for signature confirmation, this was not carried out by post office. The post office’s record shows package being delivered at 2:30 p.m. (no signature on record). Buyer claims package found on his residence at approximately 8:00 p.m. opened, only contents received Xbox One box filled with printer paper. I spoke with eBay customer support immediately upon notification and complied with all necessary details and correspondence. I asked buyer to get a police report and post office claim done ASAP and despite his assurance that he would do so and send me copies, he did not provide me with any (asked for copies for my own claims process with post office. I was assured by eBay that a thorough investigation would take place and a police report would be instrumental in their decision making process because in “their opinion buyers will not lie to law enforcement officials.” As of this writing they will not grant me any documentation pertaining to how or what took place during their investigation. Once again, this would help me with my own claims process. Upon my firm questioning, they stated to me that although the police report is the key, they do not actually look at it because that is personal information between buyer and police. They do not have or obtain any explicit details from the report and only check to see if one is filed. They proceeded to give me the contact info for the police precinct, who in turn told me I was pretty much up a creek. Being given this information with the knowledge that it is completely useless to me adds to the indignation of the process. I relayed this to eBay also and their response was they cannot force the buyer or police to comply on my behalf. I was also told that the character of both seller and buyer get looked at to which I questioned because my ratings are flawless and the buyer has several ratings accusing him of being misleading. On more than one occasion my questions or concerns were met with condescension and mockery. I told them that my property (bought back with forced refund) was either being stolen or scammed to which they responded with “take it up with post office…”.
The seller, especially small one, is absolutely not protected or served in any way by eBay’s policies. This is ultimately beyond belief because it is the seller who pays fees to eBay and PayPal to sell items. Basically as it boils down, I have paid to have my property scammed or stolen and to make matters worse, eBay has been completely veiled, dismissive, and casual in its dealings with me for the sake of creating a pleasant buyer’s experience: “We appreciate your understanding that a refund initiated by a seller creates a better buyer experience.” As for the seller, I am out 780.00, my property is missing, and there is no assistance for me. I truly am a small seller in a big eBay!