Found 13th Dec 2010
Hi I just need a little info regarding Ebay if somebody could help that would be great. An international buyer opened a case against me because they claim the item I sent was not received. I kept proof of postage and have tried to help out with making a claim with post office etc but they just keep coming back with 'item not received'. they also opened a case on Paypal. Paypal sided with me but the buyer appealed and changed reason to item not as described yet they still claim they have not received the item. I have not heard from them for some time now and the cases have been open since 10th November. I was just wondering when they will be closed automatically...the buyer has not escalated the Ebay claim to their support team. I have asked and been told 30 days by one person and 90 by another. Obviously 30 days has passed so is the 90 day answer right? sorry about the huge chunk of info above, hope somebody can answer this for me. thanks

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If he changed to 'not as described' and they carry on with a claim can you not ask them to return the item (which they obviously can't if they haven't received it)? Seems a bad move on their behalf to change the claim as they have backed themselves into a corner now.

Original Poster

greg_68

If he changed to 'not as described' and they carry on with a claim can … If he changed to 'not as described' and they carry on with a claim can you not ask them to return the item (which they obviously can't if they haven't received it)? Seems a bad move on their behalf to change the claim as they have backed themselves into a corner now.



Yes I asked them to return the item and said I would give a full refund as I would have no problem selling the item again and I know the item is like new. The buyer then replied with 'item not received' so I was a little confused but said if they have recieved it i will accept a return and if not I can provide proof of postage and even help them with the claim. That was two weeks ago and heard nothing since

You only have 20 days to escalate the dispute to a claim after the dispute has been opened,so i'm confused by the timescales in the OP.

You mention Ebay AND Paypal in your OP

Has the buyer opened a claim with Paypal only?
Edited by: "Domthedonkey" 13th Dec 2010

Original Poster

deb8z

You only have 20 days to escalate to a dispute after the dispute has been … You only have 20 days to escalate to a dispute after the dispute has been opened,so i'm confused by the timescales in the OP.



I sold the item on 21st Oct and payment was received same day. I would have posted within a day or two at most. Case was opened in both Ebay and Paypal on 10th Nov but we have been going backwards and forwards with messages on the case since (well mainly me sending them and getting the same response lol) but case has not been sent for Ebay to decide on outcome seems to be going on for quite a while now I think

That's why i edited my previous post,i wondered if the buyer had opend two cases.
Edited by: "Domthedonkey" 13th Dec 2010

Although,thinking about it,you're not supposed to be able to open a claim in Paypal AND Ebay,it's either or.

Has your buyer opened two?

Original Poster

deb8z

Although,thinking about it,you're not supposed to be able to open a claim … Although,thinking about it,you're not supposed to be able to open a claim in Paypal AND Ebay,it's either or.Has your buyer opened two?



Yep has one opened in both, both opened on the same day

If your issue hasn't been resolved, you should ask customer support for help within 30 days of opening the case. If eBay doesn't hear from you in 30 days, the case is automatically closed. Once your case has been closed by you or by eBay, it can't be reopened.

If i were you i'd ask Ebay about the buyer opening a claim with Paypal also.

If you bought an item on eBay, and paid for it with PayPal, you can file a claim with PayPal. Keep in mind that you can't file a claim with both eBay and PayPal—you must choose one or the other. If you go to PayPal to file a claim, you can't take advantage of the benefits of eBay Buyer Protection. Additionally, if you receive a refund from your bank or credit card company, you won't be able to receive a refund from either eBay or PayPal
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