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Erroneous Item Not as Described Cases are Still Haunting Sellers

I thought that when a BUYER opens an ITEM NOT AS DESCRIBED case erroneously, that the SELLER would not receive a DEFECT, yet I received one.

 

As the SELLER, I had the case ESCALATED, which resulted in the BUYER closing the case herself because she would have had to PAY FOR RETURN SHIPPING. The escalation process worked well because she must have decided it wasn't worth sending back a $10 item that was WELL DESCRIBED in the listing and was QUITE CLEAR.

Message 1 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

I think that anytime a seller escalates a case, it is an automatic defect.

 

At least I think that is what I have read.

 

I'm sure more informed people than I will weigh in for you.

Message 2 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

you pretty much nailed it, castlemagicmemories.
Message 3 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

There are now only two ways for sellers to get defects - out of stock cancellations and cases not resolved by the seller.

 

Any time you escalate a case (ask Ebay to step in) it means you are not willing to settle the case yourself, which gives you  an unresolved case strike. Just a handful of these are fatal.

 

Asking Ebay to step in is something you never want to do. slight_frown


I love you forever, Christie! Fly high, precious daughter 1/14/1987-12/20/2016
Message 4 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers


@password9019 wrote:
you pretty much nailed it, castlemagicmemories.

Thanks, Password!  Was just a little shaky on that, but I think the reasoning is eBay doesn't want to be called into the dispute, they want the seller to resolve it on their own.

Message 5 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

I second the last 3 replies. You should be very selective on which cases you decide to escalate, because you will get hit with a defect win or lose. If it's only a $10 item and you value your Top Rated Seller status, it's better to just write it off as a loss and resolve it on your own.

Message 6 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

Also, if the buyer is abusing the system or otherwise violating eBay policy, please be sure to report the buyer, even after you've resolved the case. eBay will take action against serial offenders' accounts, but only if they have a history of reports against them for similar offenses. The buyer will not know that you reported them.

Message 7 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

After posting this, I hashed it out with Greg in the Member to Member Appeals Dept., who said that it is BUREACRACY that is standing in the way of REMOVING A DEFECT and that this is set to CHANGE SOON so that it is a more HUMAN EXPERIENCE--not some man merges with machine one.

 

Having had a long discussion with Greg, I rose to my own sense of higher order thinking and came to realize that the ESCALATION PROCESS in the ITEM NOT AS DESCRIBED cases should be viewed in an OPPOSITE LIGHT. They should be dealt with separately and swiftly so that we are not forced to expend time and emotions on something that is easily identifiable. THEY SHOULD BE ESCALATED.

 

I don't accept that because ebay's policy is the opposite that we should be manipulated into believing the opposite of what we know to be just.

Message 8 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers


@rosevelyn wrote:

After posting this, I hashed it out with Greg in the Member to Member Appeals Dept., who said that it is BUREACRACY that is standing in the way of REMOVING A DEFECT and that this is set to CHANGE SOON so that it is a more HUMAN EXPERIENCE--not some man merges with machine one.

 


I think you were just fed some boloney


I love you forever, Christie! Fly high, precious daughter 1/14/1987-12/20/2016
Message 9 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers


@rosevelyn wrote:

 

As the SELLER, I had the case ESCALATED, which resulted in the BUYER closing the case herself because she would have had to PAY FOR RETURN SHIPPING.


So even if the buyer closes the case without returning the item for a refund --

the seller is till deemed responsible?

 

"A case closed without seller resolution is any case the seller is unable to resolve with the buyer prior to the buyer asking us to step in and help with a request, or escalating a case to PayPal for review, and eBay or PayPal determines the seller is responsible."

 

Maybe there are three closings:

1. When eBay closes the case and mandates a return for refund

2. When the buyer decides not to return and closes the case

3. When eBay shuts down operations and closes its doors

Message 10 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers


@hafoster wrote:

@rosevelyn wrote:

 

As the SELLER, I had the case ESCALATED, which resulted in the BUYER closing the case herself because she would have had to PAY FOR RETURN SHIPPING.


So even if the buyer closes the case without returning the item for a refund --

the seller is till deemed responsible?


Upon further investigation, I found this in eBay's seller standards FAQ:

"When a buyer asks eBay to step in and help resolve an issue with a return request or an item not received request—and eBay determines that the seller is responsible for the issue—it will count as a 'closed case without seller resolution', and will be included in your defect rate and will also count toward the separate requirement for closed cases without seller resolution. If eBay closes the case in favor of the seller or determines that no one is at fault—it will not count as a defect and will not impact your seller performance."

 

However, in a separate thread that I read, an eBay rep responded that if a case is escalated because a buyer opened a return request for the wrong reason in order to avoid paying return shipping, then eBay will require the buyer to pay for return shipping, but it will still count as a defect for the seller. So it seems that eBay has really created a gray area in terms of seller standards. 

 

In general, it is best practice to always try to solve a dispute with the buyer yourself before involving eBay. In this case, the seller should have politely asked the buyer to close the case and re-open it for the correct reason (ex: changed my mind, ordered by mistake) and explained why this is important. If the buyer refuses it's ultimately up to you whether you want to escalate and risk getting a defect and possibly negative feedback as well. 

Message 11 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

Yes. I received a defect even though the buyer closed the case herself.
Message 12 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

eBay did require the buyer to pay for return shipping, but it still put a defect on my account. The account specialist encouraged me to go this route, and I was not forewarned when I called in. Then, when I spoke with Greg in Appeals, he said that even if I tried to work it out, I may have still ended up losing. This is a lose-lose situation. You're faced with a choice to either take a hit by calling in and getting a defect or let this thing drag this on. I thought ebay worked to resolve this a while ago in a competent fashion, and that this was no longer going to be a problem, so I called in to have it taken care of. Instead, it took care of me.
Message 13 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

I was told by SEVERAL reps that the reason for automatic defects for sellers is that the reps have too much to do already and don't want to be bothered. Also told if a seller has a problem they should automatically return all monies and be happy and just pass it off as a biz expense. Wonderful attitude by Ebay.

Message 14 of 17
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Erroneous Item Not as Described Cases are Still Haunting Sellers

Just forgot to mention that on my other store 2x when I called general reps just for advice they automatically escalated cases when I was on phone even though I specially told them NOT to do so. Result was 2 defects. I have come to understand NEVER to even call reps regarding a problem with a buyer.

Message 15 of 17
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