Locked
Discussions in this board are limited to the original poster and Community Mentors
Cannot get a live agent - automated assistant keeps giving me the wrong info
I received a message from eBay on 12/31 that a buyer had filed a "not as described" complaint on 12/27 and I should respond by 1/1/2024. I SAW this message 1/2/2024 and responded: the buyer had already contacted me directly, claiming the item arrived damaged in an intact box.
I had already asked her - 12/26 when she contacted me - that I needed photos. She did not respond - so on 1/2/2024 I told eBay I was waiting for photos and that I had been told the items were broken, not not-as-described (tho broken plates aren't as-described). eBay said they'd contact me when a decision was reached.
I tried to use the automated assistant, which results in items I have purchased being the only selection. I have asked for a live agent - auto assistant tells me I have no open cases so can't have an agent. I tried working through the decision tree - and cannot reach a live agent.
I used to be able to contact ebay for a phone call, or call eBay myself to get a live agent. I'm caught in a feedback loop: Help! Please.
comics-scifi-collectibles
Mentor2 years ago@rosamundmj Even without the photos you MUST accept the return. Your choices are to pay return shipping and refund OR refund without a return. Contacting eBay customer service about this will not change the outcome of the case, even if the agent says otherwise as sometimes happens.
This is how not as described refund requests work>>
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.
The eBay Money Back Guarantee overrules your returns policy. Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and force a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item. Your item to refund before eBay steps in is running out.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER
rosamundmj
OP2 years agoThank you - it was aggravating and took a long time, but now it's over and I better understand the process.
I have had SO little breakage over the years - this feels like a huge black mark. Never did get pics; buyer got her refund.
comics-scifi-collectibles
Mentor2 years agoSorry that the buyer wouldn't provide photos. I understand how frustrating that was for you.
I only had to file insurance claims a couple of times in about 20 years of selling. Thankfully my buyers provided photos for the insurance claims.
You can write this loss off on your taxes.