1. Buyer buys item.
2. Buyer finds item may be faulty, verified by myself, legit issue needing return/refund.
3. I direct buyer to open a case on eBay so return can be handled officially.
4. Buyer tries this, fails, is instructed to open case on PayPal (either because foreign, or guest account). Becomes slightly annoyed at the extra work and conflicting info.
5. I provide return details directly, and direct on opening a paypal case.
6. Customer is concerned about a "direct" return, contacts eBay CS, whom promptly forward to PP CS.
8. PP CS advise customer to open case and receive return details there, which they do so.
9. I'm given "Refund now" or "Don't Accept" options. Only the latter has choice to provide return instructions / any comment at all...
10. Buyer now even more concerned their case has not been "accepted". Phones PP again, who say it's strange we wouldn't accept it, despite our comments (now added to the case) showing why (to issue return details - which PP do actually advise is required to the buyer, without pointing out this was the only way I could add them).
11. I try to explain to buyer PP's silly remarks, confirm they should follow return details to return for a refund.
12. After contacting PP, eBay and ourselves multiple times, buyer is loosing the will to live, and isn't happy with anything.
13. I call PayPal to try and get a conference call, return details or something done.
14. PayPal escalate the dispute on "buyer's" behalf before I even finish my sentance explaining the issues. Buyer now told by email to effectively return by tracked or loose their money.
15. I e-mail buyer apologises (for the 6th time) explaining why the case was escalated, and reiterating original return instructions from 5, as well as agreeing to return by tracked or face losing case (**bleep**, it works the other way round) and offer to cover their return tracking costs aswell.
Why the heck did we have to go from 5 to 15 to get back to 5? End result:
Buyer: "yes it`s best to leave this to paypal... personally think it`s not worth the hassle to buy anything expensive online just to avoid what i went through, and it`s not over yet"
Frankly, I agree.
Why can't we just give return details in a case, and/or buyers open a case on ebay directly for *any* ebay purchase on any type of account? (yes,yes, I know, not your issue...).
