Buyer sent wrong item back- Ebay sided with them
I am pretty upset. I offer free returns. A customer purchased a dress from me and said it didn't fit so sent it back. I received a different item. Not only that but it was thrown in the bag and the bag was stapled shut- I cut myself trying open it. Anyway, I contacted the buyer figuring it was an error on their end. No word back. So I escalated it to Ebay stating they sent the wrong item and providing a photo with the shipping package. They still refunded the buyer. I called Ebay today and they said to appeal. I did. Ebay said they are standing by their decision.
So I am out the $$$ and my item? how is this even fair? I've been on Ebay for 25 years!
Is there anything I can do? I feel like not accepting free returns anymore, but I know that will hurt my sales but this is beyond wrong. This is fraud. I have a feeling this person does this a lot.
I want to leave them feedback to warn others but now also worry they will leave me bad feedback to retaliate.
I need some advice. I just want my $$$ back or the item!
thanks,
Lauren
mtgraves7984
·2 years ago@coloradoglitz
Well... that is a shame. As a seller who offers 'Free Returns', you have the ability to reduce (the inevitable) full refund by as much as 50% if a different/damaged/devalued item comes back to you, but that has to be done proactively. You make that deduction through the Return.
Since you didn't react, eBay forced the full refund from you and gave your seller metrics a 'ding' for having to intervene. Yes, I realize that this (non-action) allowed you to Appeal... but those rarely fall the seller's way.
Actually, sellers who offer Free Returns and TRS sellers who offer (at least) 30-Day Returns are the only sellers still left with that particular seller protection... so I'd not decide to ditch Free Returns if this is the only issue you've had. I would offer to be more proactive the next time there is a Return request.
coloradoglitz
OP2 years agoSo I did react and was proactive! I called Ebay before I did anything and they instructed me to state there was an issue with the return and check off that "I received the wrong item" NOT to choose the 50% refund part. Then after that Ebay declined that and forced the return and refunded the buyer. I called Ebay again the next day, and told them what happened so they told me to escalate it which also resulted in same decision and I got a ding on my account. Why on earth was I given the wrong advice- not once, but twice. and now it's on me....
I will keep the free returns.
stuff4divas
·2 years ago@coloradoglitz it's a crap shoot on getting a knowledgeable CS.
If there is a next time, u should,
Contact eBay via their social media sites with a private message:
https://Facebook.com/ebay
AND-OR
https://Twitter.com/askebay
Great customer service on both
Also, even if u don't do social media, u can just open one or both accounts for eBay purposes only
coloradoglitz
OP2 years agoI can do that- I do social media but didn't know it was better than calling - next time I will!
kitschy*loot
·2 years agoI don't know if you're a top rated seller or not, but if you are and you offer free 30 day returns you likely could have deducted up to 50% from the refund for the item not being returned in the same condition they received it. The buyer can later appeal that decision, but the remainder of the money doesn't come from you.
Sellers can't leave buyers negative feed back and that has been the case for 16 years, and it is against policy to leave negatively worded positives for buyers and you can be reported.
What happened to you was wrong, but eBay CS had no way of knowing who was telling the truth and a choice had to be made. You can't prove the buyer didn't return the correct item.
If you don't offer free returns the same thing can still happen to you if the buyer opens a not as described case or goes to their credit card.
coloradoglitz
OP2 years agoyes I didn't realize I couldn't leave negative feedback- LOL! Even though I've been on ebay for a long time I didn't sell for years and came back a year ago but haven't had the need to leave anything but positive. I also did not know I could do 50% as when i called ebay about this issue, they instructed me otherwise and called this "fraud". The buyer did finally write back today, and admitted she sent the wrong item. She gave no solution except she's out of the country for a few weeks. Also the item was as described- was returned for "fit" so if I didn't offer free returns not sure if that would have "gone thru"? I just am not sure what to do but I feel like ebay gave me the wrong advice and now I am out my $$ and the item. Also I hear you that they don't know whose telling the truth- so why is there an option to say "received the wrong item back" if it does no good? thanks!