eBay

vonandron · ‎01-13-2018

I sold a pair of pre-owned, designer shoes. I was paid immediately, left positive feedback for the buyer and shipped them the next day. Then I got an email from the buyer saying the shoes didn't fit. I replied I was happy to accept the return, but she had to pay the return shipping. She said there was something defective about the shoes since she was "easy to fit" and one strap was tighter than the other and demanded I pay the return shipping. She filed a claim with eBay saying the shoes were defective and eBay sided with her despite the fact that she offered no evidence or proof and by reading the feedback she has left for others, she has done this twice before! I recieved the returned shoes yesterday which she had thrown in a box without wrapping or protecting them in any way, and immediately measured and photographed the straps - they are identical. There is no problem with these shoes, but now I'm out the sale, the initial shipping, the return shipping and since eBay had to "step in" they're still charging me the eBay fees. I can't even leave negative feedback for her in an effort to warn other sellers. You'd think with all of the increasingly viable options out there to eBay they might at least research a little before siding against sellers.

orangehound · ‎01-13-2018

A few things:

Yes, because of the Money Back Guarantee, buyers can lie in order to circumvent your return policy in order to get free return shipping.
eBay wants you to provide free return shipping without hassling the buyer because it ultimately increases sales and eBay's profits, despite the dishonesty. In the future, it is in your best interests not to dispute the dishonesty because (as you realize now) eBay will punish you with the loss of fees.
Yes, it is dishonest. But, be thankful that you got the shoes back ... that doesn't always happen with dishonest buyers.
The only thing you can do is to go back into your returns, select completed returns, and then report the buyer. Just simply state that she abused the MBG by lying about the condition of the item in order to get free return shipping on a remorse return reason.
Presumably, if a buyer abuses returns too often, they will have some action taken against their account - I've never heard of it happening, but it is a possibility. This is why it is important to report the buyer.

ed8108 · ‎01-13-2018

@ellis61 wrote:
A few things:
Yes, because of the Money Back Guarantee, buyers can lie in order to circumvent your return policy in order to get free return shipping.
eBay wants you to provide free return shipping without hassling the buyer because it ultimately increases sales and eBay's profits, despite the dishonesty. In the future, it is in your best interests not to dispute the dishonesty because (as you realize now) eBay will punish you with the loss of fees.
Yes, it is dishonest. But, be thankful that you got the shoes back ... that doesn't always happen with dishonest buyers.
The only thing you can do is to go back into your returns, select completed returns, and then report the buyer. Just simply state that she abused the MBG by lying about the condition of the item in order to get free return shipping on a remorse return reason.
Presumably, if a buyer abuses returns too often, they will have some action taken against their account - I've never heard of it happening, but it is a possibility. This is why it is important to report the buyer.

In my opinion tolerance of blatant dishonesty by either buyer or seller is detrimental to the ebay platform.

I would strongly suggest advocating for some modification of existing polices to minimize unfair and unjust outcomes.

orangehound · ‎01-13-2018

@ed8108 wrote:
In my opinion tolerance of blatant dishonesty by either buyer or seller is detrimental to the ebay platform.
I would strongly suggest advocating for some modification of existing polices to minimize unfair and unjust outcomes.

Yes, but I don't think it is going to happen. eBay tends to follow industry trends ... did you see the story of the woman who returned the Christmas tree a few days ago because it died? Yeah, even B&M stores don't combat dishonesty and so neither will eBay's policies ...

http://theweek.com/speedreads/748335/customer-returns-dead-christmas-tree-costco-jan-4-gets-refund

And, just remember if a seller tries to combat the dishonesty by contesting the return, there's a very, very, very high probability that the seller will be punished by eBay with possible loss of fees and a defect.

missjen831 · ‎01-13-2018

@ed8108 wrote:
@ellis61 wrote:
A few things:
Yes, because of the Money Back Guarantee, buyers can lie in order to circumvent your return policy in order to get free return shipping.
eBay wants you to provide free return shipping without hassling the buyer because it ultimately increases sales and eBay's profits, despite the dishonesty. In the future, it is in your best interests not to dispute the dishonesty because (as you realize now) eBay will punish you with the loss of fees.
Yes, it is dishonest. But, be thankful that you got the shoes back ... that doesn't always happen with dishonest buyers.
The only thing you can do is to go back into your returns, select completed returns, and then report the buyer. Just simply state that she abused the MBG by lying about the condition of the item in order to get free return shipping on a remorse return reason.
Presumably, if a buyer abuses returns too often, they will have some action taken against their account - I've never heard of it happening, but it is a possibility. This is why it is important to report the buyer.
In my opinion tolerance of blatant dishonesty by either buyer or seller is detrimental to the ebay platform.
I would strongly suggest advocating for some modification of existing polices to minimize unfair and unjust outcomes.

You haven’t been on the boards long.....this has been highly advocated and nothing has changed.

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

takikawa4 · ‎01-13-2018

@ed8108 wrote:
In my opinion tolerance of blatant dishonesty by either buyer or seller is detrimental to the ebay platform.
I would strongly suggest advocating for some modification of existing polices to minimize unfair and unjust outcomes.

How would you suggest ebay minimize the unfair and unjust outcomes?

ed8108 · ‎01-13-2018

jen_proudleowife wrote:

You haven’t been on the boards long.....this has been highly advocated and nothing has changed.

For your consideration:

motivation is key to success

NEVER QUIT, NEVER GIVE UP !

bigchief2472000 · ‎01-13-2018

@takikawa4 wrote:
@ed8108 wrote:
In my opinion tolerance of blatant dishonesty by either buyer or seller is detrimental to the ebay platform.
I would strongly suggest advocating for some modification of existing polices to minimize unfair and unjust outcomes.
How would you suggest ebay minimize the unfair and unjust outcomes?

By hiring a well trained staff to resolve disputes between buyers and sellers. Take the time to actually process the information presented by both sides and look at the track record for both individuals. It may not be economically feasible for them to do so, but since they offer a MBG on items that they don't have in their possession, they need to do more than just say "we have no way to know who's telling the truth" and side with the buyer.

couldabeenworse · ‎01-13-2018

There are two lessons here:

First, if a seller hopes to convert an SNAD claim into a Buyer's Remorse return, he'll need to phone eBay, make his case, and have the eBay rep make the adjustment right then while he's still on the phone. "Does not fit" even though the size is as listed can be won by a seller, but not if he lets the bots make the decision.

Second: squabbling with a dissatisfied buyer over return shipping is rarely worth the time or aggravation. Better to block, refund and move on to a better buyer.

couldabeenworse · ‎01-13-2018

By hiring a well trained staff to resolve disputes between buyers and sellers. Take the time to actually process the information presented by both sides and look at the track record for both individuals. It may not be economically feasible for them to do so,

It may also not produce any better results. There is no way to determine which party is lying without having witnessed the entire transaction.

If you are suggesting that these trained specialists should resolve these cases based on their OPINION of who is telling the truth, that would be "fair" only in that it would drive both buyers and sellers away.

precious--metals · ‎01-13-2018

ebay does not care about the seller

from one buyer

1 Although item was never received seller gave me a full refund!!!!!

2 Batteries did not work but gave me a refund

3 Good sweater but just way to small

4 Cheap watch looks nothing like in picture and seller never replay back!!!!!

5 Item never came in and no tracking number but I got a refund

6 Item was lost in shipping not sellers fault got a full refund great service

7 Didn't fit but got a full refund great customer service

8 Took forever to come in but finally did

9 Not 2000lm more like 300lm but gave me a partial refund

10 Super fake but did give full refund

11 Item didn't work but did give full refundable

12 Item never received but did give full refundable

13 Item cam damaged and did not work but did give full refund

14 Was not as described but got a full refund

15 Never received item but got full refund

16 Never received item but got full refund

17 Item did not work and when it did only lasted about 10 to 15 minutes got refund

18 Never received item I don't think it was ever shipped out do to a price error

19 Never received item but I got a full refund fast

20 Watch had problems but got full refund

21 Light bulbs were defective so seller mad it right

22 Charger did not work but seller made it right

23 Didn't seal good with my vacuum sealer but got refund

24 One reel was broken but seller gave me refund

25 Got damaged in shipping but seller gave full refund

26 Item was defective received refund

27 Don't buy from here item was defective and seller stopped messaging back

28 Didn't fit but got full refund

29 Part came defective and broken but I got a full refund

30 Too many problems to list

31 Not original equipment

32 Ineffective

33 Sold me wrong size then expected me to pay return shipping. Enjoy the negative

34 Not perfect. Doable. Corners of phone exposed. Sloppy fit.

35 Fake delivery date. No instructions or wire diagram. Seller not helpful.

36 auction title deceiving. Says movie in title. But got a book instead

orangehound · ‎01-13-2018

@couldabeenworse wrote:
There are two lessons here:

First, if a seller hopes to convert an SNAD claim into a Buyer's Remorse return, he'll need to phone eBay, make his case, and have the eBay rep make the adjustment right then while he's still on the phone. "Does not fit" even though the size is as listed can be won by a seller, but not if he lets the bots make the decision.

@couldabeenworse

eBay's policies have changed over the last 6 months. A Customer Service rep cannot make that adjustment any longer - they don't have the power. The only thing you can do is escalate it to a case, and if a seller should do this, then (with pretty high probability) the seller will be punished with a defect, loss of eBay fees, etc.

chung-lee-2 · ‎01-13-2018

How much more in fees are you willing to pay for ebay to hire a "well trained staff" ?

bigchief2472000 · ‎01-13-2018

@chung-lee-2 wrote:
How much more in fees are you willing to pay for ebay to hire a "well trained staff" ?

Like I said, probably not economically feasible, but currently I'm not paying any fees since I removed all my listings from here because of the lack of effort to curtail scam buyers.

southern*sweet*tea · ‎01-13-2018

@bigchief2472000 wrote:
@takikawa4 wrote:
@ed8108 wrote:
In my opinion tolerance of blatant dishonesty by either buyer or seller is detrimental to the ebay platform.
I would strongly suggest advocating for some modification of existing polices to minimize unfair and unjust outcomes.
How would you suggest ebay minimize the unfair and unjust outcomes?
By hiring a well trained staff to resolve disputes between buyers and sellers. Take the time to actually process the information presented by both sides and look at the track record for both individuals. It may not be economically feasible for them to do so, but since they offer a MBG on items that they don't have in their possession, they need to do more than just say "we have no way to know who's telling the truth" and side with the buyer.

I read somewhere (and I forget where) that approximately 2 MILLION sales take place daily on Ebay. Let's pretend 10% have problems, so that's 200,000. Let's pretend 10% of THOSE have problems that need mediation. That's 20,000. TWENTY THOUSAND cases PER DAY.

How many staff members are you going to hire, and are you willing to pay 50-60% (or more) FVF to do so?

The easier you are to offend the easier you are to control.

We seem to be getting closer and closer to a situation where nobody is responsible for what they did but we are all responsible for what somebody else did. - Thomas Sowell