Has eBay sunk to a new low?

[yourantiqueguy]

Let me start by saying in 2010 I sold over $80,000 on eBay (I was a top rated power seller).  in 2017, I was down to a couple thousand dollars.  I still have a 100% rating.  I've been painfully aware of eBays growing anti-seller policies for years.  It appears they've finally found a way to chase me away completely.

EBay SNAD policy states that buyer's remorse is not grounds for a return. 

I recently had a buyer file a SNAD and in the comments confirm that he just didn't like the item.  The pictures and description are clear.  But, he wants me to pay the shipping both ways because he didn't look closely at the pictures.

Ebay policy also says that the seller can provide picture/documents showing the item is as described.

However, the Snad reply page only gives me the option of refunding in full and allow him to keep the item, or ask for a return and pay shipping both ways, or 'contact seller".  There is no way for me to escalate (even though I know I'll lose).

In the case of a buyer abusing the (broken) system, do I have any recourse?  I'm sure I know the answer.  But it seems like there has to have been at least one or two sellers that have been vindicated.  Any ideas?

Per eBay:  

Provide documentation that the item was properly described

If you or the buyer has asked us to step in and help with a return request because the item wasn't as described in the listing, and you can show that you properly described the item, the return request can be closed.

Examples of situations when documentation can help: 

• The buyer stated that the item was used, not new, but the listing clearly described it as used.

• You disclosed and correctly described a flaw in the item.

• The listing properly described the item, but the buyer didn't want the item after receiving it.

• The listing properly described the item, but the item didn't meet the buyer's expectations.

• The item had minor scratches, but you listed it as used.

[orangehound]

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wrote:

You have a No Returns policy.  Buyer is clearly misusing the MBG and even stating so (he just didn't like it)

Hands down, you should win this.  You'll have to call Customer Service.  Don't wait for any type of escalation.

Now the buyer might go to PayPal once denied by eBay.  Angered, who knows what they'll send back (on their dime) if they win there or what they'll say in order to obtain a win.  

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@lintbrush*

Things have changed over the last 6 months ... even if a buyer is blatantly abusing the MBG, eBay will not close these any longer on the phone (the CS reps do not have the power to close them).  They tell you to accept the return, wait for the item to be returned, and then contact CS once the item is received back.

If CS tells you not to do anything about the return, don't listen to them.  You need to respond to the MBG case by requiring shipping back ... otherwise it will close in the buyer's favor and they will get to keep the item.

[misslittlelilly]

I am in the same boat as you I just closed my store could not pay fees anymore. Facebook groups are amazing, so many people. eBay is dead and they have made my inventory worthless, I'm looking forward to the future thanks, eBay.

[yourantiqueguy]

OK, now I'm even more confused.  

I got the item back, and I compared it to the original listing.  The pictures match, exactly.  The description is clear.  Obviously a case of buyer's remorse, which is specifically listed as not an acceptable use of the buyer protection policy.

My problem is that the SNAD case does not allow me to contest it.  My only options (from the start) are to refund (with or without return), or to contact the seller.  Based on the eBay policy pages, it appeared that I'd have to accept the return and then file a buyer abuse claim.  

So, when I got the item back, I took new pictures and went to file a buyer abuse claim.  I explained the situation, copied and pasted the eBay policy, and mentioned I had pics.  But, there was no way to attach a file.  When I completed my claim, I got a "thankyou for reporting this...", and it mentioned that it would be anonymous.  No mention of whether or how I'll be compensated for my shipping cost (both ways).  

Am I correct that the appeals process for a SNAD has been completely eliminated?  Is there any circumstances where a seller is protected?  

As with many, many good sellers before me, I think I'm done.  I'll go back to selling at flea markets and fire halls.  

[terrycanarsky]

If you don't have an anchor store and therefore a good customer service department who not only understands English but who tend to know eBay policy FAR better than the general CS, there is no real "seller protection".  And even then, it's dicey because eBay policy so heavily favors the buyer regardless of circumstance.

@Anonymous  Perhaps you could shed more light on this issue?

~M

[dhbookds]

you might read this thread........is somewhat similar and has some process details>

https://community.ebay.com/t5/Selling/Buyer-Requests-Return-Did-Not-Read-Description-eBay-Agrees-But...

[plumbingspecials]

When you have a No Return policy, and you have an unhappy customer for any reason, the only way they CAN return is through a NAD returns case. You can just as easily offer returns, and then they will be less likely to open fraudulent NAD cases. But in your category, it's probably not feasible to do so.

This is not eBay's doing, per se, but how online markets are trending. Collectibles and books are going to the wayside. Now that just about everything is availble online, buyers are shopping for NEW items.

[belleoftheprom]

If you have the item back you should just refund, as any appeal you will most likely

lose.  It appears you have already reported the buyer so that all you can do.

If item is in the same condition as when send you are ahead of the game

as the buyer could have sent back a brick or destroyed your item.

[Anonymous]

---

wrote:

Let me start by saying in 2010 I sold over $80,000 on eBay (I was a top rated power seller).  in 2017, I was down to a couple thousand dollars.  I still have a 100% rating.  I've been painfully aware of eBays growing anti-seller policies for years.  It appears they've finally found a way to chase me away completely.

EBay SNAD policy states that buyer's remorse is not grounds for a return. 

I recently had a buyer file a SNAD and in the comments confirm that he just didn't like the item.  The pictures and description are clear.  But, he wants me to pay the shipping both ways because he didn't look closely at the pictures.

Ebay policy also says that the seller can provide picture/documents showing the item is as described.

However, the Snad reply page only gives me the option of refunding in full and allow him to keep the item, or ask for a return and pay shipping both ways, or 'contact seller".  There is no way for me to escalate (even though I know I'll lose).

In the case of a buyer abusing the (broken) system, do I have any recourse?  I'm sure I know the answer.  But it seems like there has to have been at least one or two sellers that have been vindicated.  Any ideas?

Per eBay:  

Provide documentation that the item was properly described

If you or the buyer has asked us to step in and help with a return request because the item wasn't as described in the listing, and you can show that you properly described the item, the return request can be closed.

Examples of situations when documentation can help: 

• The buyer stated that the item was used, not new, but the listing clearly described it as used.

• You disclosed and correctly described a flaw in the item.

• The listing properly described the item, but the buyer didn't want the item after receiving it.

• The listing properly described the item, but the item didn't meet the buyer's expectations.

• The item had minor scratches, but you listed it as used.

---

Hi @yourantiqueguy, when a customer of yours opens a return for the incorrect reason, we are able to take action as soon as three full business days after the return has been requested. If the messages on eBay clearly indicate remorse, and you do not have a return policy/have not invited the return, we will close the case in your favor. We are not able to take action prior to this three day timeframe passing and you will be able to ask us to step in directly from the return once this time has passed.

You are always welcome to call in to Customer Service if you would like us to review the communication and confirm if it clearly indicates remorse. If the buyer's claim is that the item does not match the listing, then you will need to accept a return and issue a refund. I understand that there are times where a seller disagrees with the buyer that the item was not described accurately, and if the buyer's messages show that their claim is not valid, then we will be able to protect you.

[kathieskorner]

If you set a 14 day return policy in it you can state that the buyer pays return shipping.  Not having a return policy encourages abuse of the SNAD policy when a buyer doesn't like an item. 

Even though I have had very few returns over the past 18 years and still use a no return policy on a lot of items like books and clothing,  I have been slowly switching other items to a 14 day return policy.   Haven't seen any increase in returns. 

[d-k_treasures]

---

wrote:

When you have a No Return policy, and you have an unhappy customer for any reason, the only way they CAN return is through a NAD returns case. You can just as easily offer returns, and then they will be less likely to open fraudulent NAD cases. But in your category, it's probably not feasible to do so.

This is not eBay's doing, per se, but how online markets are trending. Collectibles and books are going to the wayside. Now that just about everything is availble online, buyers are shopping for NEW items.

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No, they could email the seller and ask if they would take it back.

I only shop for antique/vintage on here. Never new, unless it's a repro toy figure or something and the seller doesn't have their own web site.

[pdxcyclebroker]

I offer no questions returns and have never had a buyer start a return that didn't go through a NAD case. So there's that.

[yourantiqueguy]

FYI, I originally offered to take it back if they would return it.  They refused and filed a SNAD.  So, eBay sent them a return label at my expense. 

I canceld the few listings I had left and took the items to my shop. 

It was fun while it lasted, but eBay hasn't been fun for a few years. 

[qualityitemsquickly]

When this happens, the very first thing you do is contact eBay and ask to speak to a specialist/manager. Someone high up in stature. You then explain everything to them and they will help you WIN what's going on. 

[dhuberinc]

Re: Has eBay sunk to a new low?: No. Did I win?

[yourantiqueguy]

This is amazing, everyone be warned.  I just got an email from eBay.  It seems that stealing my money and giving it to a scammer isn't enough.  And it seems that not refunding my final value fees for a sale that they reversed isn't enough.  EBay is now charging me $1.21, I guess for the privilege of having my money stolen.  There's no explanation, just "You'll see the $1.21 for case #51..........................on your next invoice. "

My wife was questioning if I was being short sighted in cancelling all of my sales.  Now, I'm sure I made the right decision.