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Question about how eBay enforces its policies & decides case outcomes...
After an item has been delivered, if the buyer contacts the seller outside of eBay and makes claims/demands, how should the seller react and what is eBay capable of doing about it? Would there be any reason for them to care the slightest bit at this point?
In my case, buyer contacted me by text informing me that the $2,300 embroidery machine purchased from me was defective and that, only upon receipt of full refund would the item be returned.
By responding to them using only eBay messages I was able to move the conversation back to where it should be. I also reported the buyer to eBay.
The machine was backed by my 2-year warranty. I sell only fully-functional, serviced, tested items. My response to claims like this is: 1. rule out shipping damage, 2. troubleshoot user error/improper settings, 3. send identical replacement machine in packaging to be used for returning first machine.
Buyer refused all warranty related services.
Order required 3 separate boxes, so I sent 3 labels, providing eBay with tracking from one as proof.
Buyer packed return items very poorly, opting to use only two labels & two boxes, omitting the one eBay had on file.
While inspecting returned items I found it to be incomplete, containing items not supplied by me initially, all of which now had severe shipping damage.
Testing revealed that, despite this damage, the machine still performed as intended and functioned normally.
I presented this information to buyer, who remained unfazed, insisting on full refund.
I presented this information to eBay agents in the "high-value claims" dept., but there was no tracking for the return because of the omitted label.
The instructions I received were to do nothing.
A few days later, eBay released my held funds and sent a payout, stating the buyer never shipped the return.
A few days later, a case was opened and the funds were removed from my account and refunded to the buyer. (I had been told to expect this to happen & that I'd need to appeal the decision.)
I appealed the decision and my appeal was denied. I was not credited any fees from the refund.
I attempted to appeal the denied appeal and was informed that the decision was final and that nothing could be done because I have a no returns policy.
This all appears to have been handled by eBay in the most inappropriate way.
Your time & insights are greatly appreciated.
