eBay
  • Daily Deals
  • Sell
  • Customer Support
  • Shop Deals
Reply
Community Member
Posts: 1
Registered: ‎11-06-2009

Does Ebay ever side with the Seller or read the actual coorespondence?

HI - I w just wondering if anyone has any experieince where ebay has ever sided with the seller???



I just don't understand how, if you have a customer who sends you an email telling you she measured wrong and would now like a partial refund, how this is my mistake.  I feel like she was holding me hostage.  I took best offer of $100 on a mirror that was $125 and when she got it she told me she measured wrong and wanted $40 partial refund. I said no.  How is it that ebay sided with her?  My description was completly accurate, so I escalted the caseand they sided with her.. Now I am guessing she will probably leave me my first negative fb and this just unfair, as in her own email she told me it was her mistake....



I understand the need for having the ability to escalte things but everything I have heard has made it sound very one sided, which I find confusing as it isn't always the sellers fault.



Is there anything else I should/can do?  Can I leave comments on her feedback or will ebay delete them, atleast then if she makes a practice out of doing this other sellers woudl know that?



Thanks Debbie

Please use plain text.
Community Member
Posts: 2,371
Registered: ‎08-12-2011

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

Once in a blue moon they do side with the seller. IT's rare.  It may take you hours to find one of those threads.


 


I would call Ebay again .  Was the partial refund taken from your acct.  I would speak with someone.


 


BLOCK THAT BIDDER.  IF you gave that bidder a feedback,  then change your policy AND NEVER POST A FEEDBACK FIRST FOR ANY BIDDER UNTIL YOU KNOW THAT AT LEAST THE ITEM HAS ARRIVED AND THEY ARE HAPPY!  Even then, it's rare for me to post the feedback first in my 2 seller accts.


 


Anyway, keep calling ebay. This is NOT right! It's NOT ethical either. Ebay wants sellers to be ethical and yet they do unethical things, almost as bad as the scam bidders.  Point this out to them. 


 

Please use plain text.
Community Member
Posts: 2,371
Registered: ‎08-12-2011

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

As a seller, why would you escalate a case.  Let it ride. Sometimes, the buyers do NOT escalate it.  NEVER make it easy for ebay to cut your throat!NEVER.

Please use plain text.
Community Member
Posts: 2
Registered: ‎02-16-2012

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

I had almost the very same thing happen to me. At that time I had the auto feedback turned to give positive after payment.



The customer Had only made one previous purchase before and silly me had that auto on. Ebay sided with the buyer as well. Since then, NO positive feedback given until given to me.



Actually though the negative feedback is nowhere near as important as the 5 star detailed rating.



This buyer automatically gave me the detrimantal low star rating under item as not described. As a top rated seller, you must uphold at least a .50, or your top seller status will be revoked at next review date. That one bad star rating brought me to .35, meaning if I receive one more low rating I am done.



Now, we as sellers are almost scared into sometimes giving refunds when not deserved, etc. Just so we can not lose our star ratings and have top seller removed.



I know that I am still nervous almost everytime I ship. Alot of newbie buyers don't realize the impact they have on our seller staus rating.



EBay you NEED to side with sellers more in the future! JMO



Please use plain text.
Community Member
Posts: 41
Registered: ‎12-04-2011

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

Yes ,I won my case today in fact.Wow I said.Here is what ebay sent me to day look ate this.,,,,


 


eBay Customer Support has reviewed the case and made a final decision. We decided not to issue the buyer a refund. You don't need to do anything else for this case. The hold on this PayPal transaction has been removed. This case is closed.

Decision:
This case has been decided in your favor. The hold on this PayPal transaction has been removed.

Comments:
Based on information provided in the case, the item may no longer be in the same condition it was sent to the buyer. The buyer won't be able to return this item for a refund. You don't need to do anything else. This won't be counted when we evaluate seller performance. Note: It may take up to 24 hours to update in your Seller Dashboard.


 


 


My question is shouldn't this bad feedback be removed?As stated,This won't be counted when we evaluate seller performance.




Ebay needs to pay their respects to ,,,
"Father Paul "Bless ebay Oooo,Lord for they have sinned"
Please use plain text.
Community Member
Posts: 4,169
Registered: ‎03-19-2006

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

feedback won't be removed, buyer left their opinion.



you'd been better off offering a little refund.



i have used 60+ year old bamboo and none broke

age is a measure of time , wisdom is the measure of how we used that time
Please use plain text.
bundlesgalorestore
Community Member
Posts: 6
Registered: ‎10-28-2010

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

Wow, what a nightmare. I am so sorry this happened to you.  I probaley would have responded that she could return it for a refund only, no partials.



Yes, eBay does side in the seller's favor many more times than the boards show.  The best way to handle a case is to make sure you know the rules and policies and make sure you always follow them.  I do not ever give partial refunds.  No retail brick or mortar store would do so, and I will not either.  The item has to come back to us for a refund to be issued.  If it was damaged, then I may cover the return shipping.  I never promise anything until I have the item in hand to examine and check.



As far as a negative, I will not cave in for fear of one.  I would rather take the negative, than to be scammed and bullied.  I consider a negative from a scammer as a badge of honor for not letting a scammer win.



I won a case today and it was because I knew the policy and I knew how to respond to the customer and I had documented the problem.



I had a customer order a comforter set.  We shipped it out from our supplier, she received it, and them said she wanted to return it due to it not fitting her bed.  We sent her the information to return it.  When it arrived, it was dirty with pet hair and debris, plus she had used a razor knife to open the package and sliced into the pillow and plastic case.  We immediately contacted eBay and were instructed to return it to her and to send her a note thru eBay message center detailing the reason we could not accept it.



She never read the message and when she received it back, she went ballistic.   She called us and began cussing, and then sent several messages.  When she no longer could speak to us, she opened a case.  I responded, and escalated the case and got on the phone with eBay, who quickly closed the case in our favor.



The best way to handle a case is to have all the facts documented, stay professional in your writings and your calls with eBay.

Please use plain text.
carlmarxx
Community Member
Posts: 2,564
Registered: ‎04-30-2004

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

Bundl: Did ebay refund you the return shipping cost  after you sent it back to that buyer?

Please use plain text.
Community Member
Posts: 90
Registered: ‎12-27-2007

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

Without giving a long explanation of details re: what buyer did wrong. Short answer is after several communication attempts I reached a rep that sided with me & reversed neg FB & DSR's.  1st person I talked to gave me the usual panned answers that eBay trains them to stick to a script & repeat over & over.  Finally reached someone higher up & she read the emails.  I emphasized that buyer was abusing return &/or just not paying for purchases & referenced 2 other sellers who had problem with same person during short time frame. I also referenced repeatedly about eBay's Seller Protection from buyers abusing system.  As other's have said you must keep documented in eBay email.  You also need to sound professional & understanding in all correspondence.  


 


Good Luck! 


 

Please use plain text.
bundlesgalorestore
Community Member
Posts: 6
Registered: ‎10-28-2010

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

Carl, They didn't but it was just one state away so the shipping was just 9.00, which was well worth it not to lose 119.99.

Please use plain text.
gon-mad
Community Member
Posts: 25
Registered: ‎07-16-2012

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

I have had positive experiences always, I call and speak with them and if you have correspondence from the buyer saying they made a  mistake should be easy to prove buyer remorse.

Please use plain text.
Community Member
Posts: 1
Registered: ‎04-20-2012

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy
I am wondering about this as well as I am dealing with a buyer wanting to return an item. My listing was for a Burberry coat, preowned but in excellent condition with no stains. I even had it professionally cleaned. I also included all the measurements. After, my buyer recieved the $400 coat, she said she wanted to return it because it doesn't fit. Although I clearly stated I don't accept returns, I told her I would see if I could find another buyer, no promises. The next day, she suddenly "discovered" stains on the coat, demanded a refund, and opened a NAD case. This was my first big sale, and I am not sure what to do. I don't want a negative rating, but I also know I listed the item in good faith with complete honesty. If I take it back, I am out the money and more importantly, if there are now magically stains on it, I will not be able to resell it for nearly as much. With all the horror stories I am reading about eBay not siding with sellers, I don't know what to do. Any advice?
Please use plain text.
picklesofdeals
Community Member
Posts: 11
Registered: ‎02-28-2011

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

I am wondering about this as well as I am dealing with a buyer wanting to return an item. My listing was for a Burberry coat, preowned but in excellent condition with no stains. I even had it professionally cleaned. I also included all the measurements. After, my buyer recieved the $400 coat, she said she wanted to return it because it doesn't fit. Although I clearly stated I don't accept returns, I told her I would see if I could find another buyer, no promises. The next day, she suddenly "discovered" stains on the coat, demanded a refund, and opened a NAD case. This was my first big sale, and I am not sure what to do. I don't want a negative rating, but I also know I listed the item in good faith with complete honesty. If I take it back, I am out the money and more importantly, if there are now magically stains on it, I will not be able to resell it for nearly as much. With all the horror stories I am reading about eBay not siding with sellers, I don't know what to do. Any advice?



If you kept the reciept showing you cleaned it, and you have lots of good pictures, there's no reason why you should have any trouble. I had a similar case where a buyer got the item, and rather than paying the measily 15% restocking fee, she filed a NAD case stating it was dark brown, not black. But because I had lots of great pictures in the listing, they sided with me. I took the return with eBay paying for the return shipping cost and refunded the original shipping cost, AND removed the negative she tried to leave me after she said she would leave a positive if I didn't make her pay the 15% fee.



Long story short, stay professional, document, document, take pictures and then some more pictures. And be stubborn with eBay, they will side with you if you can prove you're right. But they get sooooooo much BS all day, you have to fight through the mud to get the gold.

Please use plain text.
picklesofdeals
Community Member
Posts: 11
Registered: ‎02-28-2011

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

avonkristen:



If you kept the reciept showing you cleaned it, and you have lots of good pictures, there's no reason why you should have any trouble. I had a similar case where a buyer got the item, and rather than paying the measily 15% restocking fee, she filed a NAD case stating it was dark brown, not black. But because I had lots of great pictures in the listing, they sided with me. I took the return with eBay paying for the return shipping cost and refunded the original shipping cost, AND removed the negative she tried to leave me after she said she would leave a positive if I didn't make her pay the 15% fee.



Long story short, stay professional, document, document, take pictures and then some more pictures. And be stubborn with eBay, they will side with you if you can prove you're right. But they get sooooooo much BS all day, you have to fight through the mud to get the gold.

Please use plain text.
fab_finds4u
Community Member
Posts: 6,307
Registered: ‎08-10-2005

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

Escalating a case after you told them no to a refund usually goes against the seller, and sometimes even results in the buyer getting the refund and getting to keep the item without sending it back. It's because if you say you won't take it back then eBay doesn't make them send it back!  It's like you hang yourself.  You should always tell them to return it for a full refund so at least you will get your item back before a refund is made. Many times the buyer will decide to keep the item if it costs a lot to return it, as the return comes out of their pocket.


"everything I have heard has made it sound very one sided, which I find confusing as it isn't always the sellers fault."



The reason they nearly always side with the buyer and tells them to return it for a refund is because when a buyer says it's not as described and a seller insists it is as described eBay can't tell WHO is telling the truth, the buyer or the seller-so they just tell the buyer to send it back for a refund.  But if you have a no return policy and have messages from the buyer ADMITTING they measured wrong is why the MIRROR didn't fit you need to get on the phone with eBay and try to appeal the case. Sometimes they see something that didn't FIT and they automatically think it was an article of clothing, where eBay usually makes sellers take back clothes even though the size was listed.



The feedback you leave for her can only be a positive with only positive comments so don't leave any.  You can reply to the feedback she leaves you saying anything you want, except don't mention a case.  Maybe something, "admitted she measured wrong & then wanted a partial refund & to keep the item!"

Please use plain text.
Community Member
Posts: 326
Registered: ‎11-23-2010

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

Escalate = validate buyer's claim and force me to issue refund.



You never win if you escalate.



If the problem is very clearly abuse of buyer protection, you can call eBay and try to reach a "Dispute resolution" specialist. They can close a case in the seller's favor. For example, if you clicked "return for refund" in a case, and the buyer did not provide shipping/tracking information within a week to 10 days, they can close the case in the seller's favor.



I'm not sure I understand your buyer. Did she measure what you sent, and it was wrong  and did not match your description? That would be SNAD, and that would be grounds for a full refund, or a partial if the buyer wanted to keep the item and you were open to the partial refund.



Or did she mis-measure the place she was going to put the mirror, and it wouldn't fit her space?  That's just buyer's remorse. $40 doesn't fix that. It doesn't make your mirror the right size, and I doubt she can "remodel" the space to fit the mirror you sent for $40. That's just a bizarre request.


You lock in your profit (or loss) when you buy the item.
Please use plain text.
Community Member
Posts: 17
Registered: ‎05-02-2013

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

I got an issue where I sold a Wii + some games, the Wii itself still worked as well as the Wiimote, but it had cosmetic problems like some scratches on the games but everything was described in full detail about some damaged rubber on the wires, scratches on console and all, as well as having all but 1 game work, it was all in detail.


 


Had the buyer open a case saying it was not as described, internal and external damage, said all but 1 game didnt work, which is a bogus lie, 1 of the game was new and scratch free.


 


She got it all for $80, I mean the games alone is worth $50-$60.


 


She was one of those 0 feed back persons thats new to ebay, didnt read the auction, and made lies about it, including one saying bugs was falling out of the console.


 


Case is still being reviewed by paypal.

Please use plain text.
winteriscoming
Community Member
Posts: 4,607
Registered: ‎08-28-2005

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy


I got an issue where I sold a Wii + some games, the Wii itself still worked as well as the Wiimote, but it had cosmetic problems like some scratches on the games but everything was described in full detail about some damaged rubber on the wires, scratches on console and all, as well as having all but 1 game work, it was all in detail.


 


Had the buyer open a case saying it was not as described, internal and external damage, said all but 1 game didnt work, which is a bogus lie, 1 of the game was new and scratch free.


 


She got it all for $80, I mean the games alone is worth $50-$60.


 


She was one of those 0 feed back persons thats new to ebay, didnt read the auction, and made lies about it, including one saying bugs was falling out of the console.


 


Case is still being reviewed by paypal.



 


Just make sure you choose Return for Refund.   I hope you have the serial number of the console you sent out.


“A reader lives a thousand lives before he dies... The man who never reads lives only one.”
Please use plain text.
Community Member
Posts: 132
Registered: ‎06-10-2010

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

I really feel for you, Debbie. The cards are stacked extremely unfairly in favor of the buyer. I recently complained that a buyer had left a negative comment (before first contacting me and allowing me to resolve the issue) after rating me positively. To my astonishment, I was told by ebay that buyers are allowed to do this with impunity but sellers may not. Huh?! How in the hell is that rational? What's infuriating is that occasionally buyers are uncommunicative (in this case, I think there was a language barrier) or that the seller isn't at fault if they weren't entertained by the DVD they purchased. How on earth is it fair for the seller to get slammed if the buyer doesn't give them a chance to resolve the matter?! And while we're on the subject, does ebay care that buyers don't seem to realize that opening a case against the seller isn't suppose to be the default response if they have a problem? Ok...Sorry. I forgot. This is about you, Debbie. To answer your question, I agree with others here. It's extremely rare for cases to be resolved in the seller's favor. About the best you can hope for is a draw (which, ironically happened to me not long ago). Anyway, I'm sorry that happened to you.

Please use plain text.
Community Member
Posts: 132
Registered: ‎06-10-2010

Re: Does Ebay ever side with the Seller or read the actual coorespondence?

in reply to caughtmyfancy

Since negative feedback can be as damaging (if not more so) than having to take an expensive loss, it seems like (under your circumstances) that the buyer shouldn't have an option to leave you negative feedback.

Please use plain text.