Please help me understand, why I am losing almost $200, on this return. I COU
I've dreaded making this post, and have spent time both yesterday and today, trying to get through ebay's "circle of madness" that they purposely put you through, to try to get you to give up on contacting them. I've had an account on ebay for close to 20 years, buying and selling. When did they decide to abandon any type of actual customer service? I searched and searched for an email, or some way to talk to anyone, besides the FAQ chatbot, that has never had a useful answer.
Anyway, if someone here can help me understand this breakdown, I'd be very appreciative. I admit, I could be overlooking something obvious, as my health has sharply declined in the past 6 months, and the constant, unrelenting pain in my legs, make it near impossible to focus on anything for too long.
HERE'S THE DETAILS:
I sold a camera bundle, back in December, for $1575. After the transaction was processed, fees taken out, etc...I was paid out $1355.24 after transaction fees from ebay were taken out. Which was $228.93
Buyer decides he wants to return it. Transaction goes through yesterday. For which I was charged $1584.17. I had $1184 in my ebay account, the rest they tried to take from my bank, but didn't have in it. So, it says that I am now -$356 in my ebay account..
It seem like ebay isn't paying back the $228.93 transaction fees, they deducted from original sale,, and I'm getting stuck with it. I see in the return breakdown, where it says "ebay paid $140.60" and even the -$228.93 transaction fees, but to me, it still looks as if i am getting charged $1584. WHAT AM I MISSING?
TLDR Sold a camera, was paid out $1355.24. Buyer returns it, they charge me $1584
btester2005
OP1 year agoI wasn't trying to dispute the return. I even wrote that I knew that I'd accept the return. I was contacting them, through this method, to 'step in and help' me, as I knew they'd hold all incoming funds, and if that didn't cover it, they'd charge my bank account. But, since it was the biggest sale I had ever had, in 19 years of being on ebay, I knew there would be a possibility of there not being enough funds in my account to cover it all. I was seeking advice, and wanted to see if there were any options. I KNEW I would make enough sales to cover it, soon. 2024 had been my best year to date on here, improving over 300%, to do over $35,000 in sales. (btw I'm not bragging...I know there are thousands who sell astronomical amounts on here, my buddy sells 3x as much as me. and has been an inspiration that I could hope to support myself doing this, after not being able to work, due to my severe lymphedema.) I would have never tried to contact them through this option, if I knew of any other way to get through to a CSR. I had spent hours, that vey day, going through the endless cycle of 1. go to seller hub, click 'help' 2. go through the help f.a.q. and select, 'none of these help me, I'd like to talk to a representative.' 3. fill out the form, describing my issue.. to which the bot seizes on the keywords it's trained on, and shoots me back to the F.A.Q. repeat 2 and 3, over, and over, and over again. My medical issues with my swollen legs make it extremely painful to either sit or stand in one place, for more than 15 minutes. It's taken me almost 2 hours to type this reply. I mean, for them to just take my money, especially $228, makes me sick to my stomach.... the icing on the cake, after initiating this, worried about getting it with an overdraft charge...I've gotten 4 over the last week since I thought when I paid for the shipping labels for this past week's orders, I was using the buyer's funds. What they paid for shipping. Nope. Ebay confiscated each order's funds, so everytime I bought a label, it would siphon it from my bank. $144 in overdraft charges so far, due to this. Now, they're gonna keep the $228 fee total. .Heck, I have 6 orders that need to be shiped out, but I cannot buy labels, because ebay seized what the buyer paid me to ship their order out.
Jesus, this is absolutely a nightmare. One of you said that the process was probably automated...if that's the case, why have a form to fill out, asking how can they help you?
Thanks to each of you, who provided answers. I appreciate it, and I appreciate it that no one resorted to being condescending. I'm the first to admit, that I don't know ...shhhh,. I'm so stressed I can't complete a sentence.
I don't know what to do. try to catch an hour or so sleep, I still need to contact my bank
tobaccocardyahoo
·1 year agoMany sellers make the mistake of seeking Ebay's involvement in a dispute with a buyer.
It usually costs them money, and often the merchandise.
There are virtually no exceptions from Ebay process and policy. No concessions to your personal issues, like bank balance.
12345jamesstamps
·1 year agoYou can have a negative balance in 'available funds' for 4 days...and if you have 'processing funds' you would still be OK.
But if there are no processing funds and available funds are zero...eBay will take out the balance what you owe in 4 days.
Just information. Didn't quite understand if that happened already. If so, just ignore this.
wastingtime101
·1 year agoIt looks like eBay covered the sales tax refund to the buyer, but they didn't refund your fees. There are a few reasons that can happen, but the usual reason is eBay was asked to step in on the return.
Did you approve the return request or did the buyer have to ask eBay to step in?
btester2005
OP1 year agoI actually opened a case, saying that although the buyer and I do not agree that the camera doesn't work, I know I am going to accept the return, so I'm not fighting that aspect. The reason I was contacting them was because of the amount ($1355)I didn't have that much in my bank account. I was trying to see if there were any options, that were there, so I wouldn't get hit with overdraft charges at my bank. The buyer and I have been very cordial, and respectful of each other. Ebay put a hold on my payouts, which I expected, and I spent extra hours listing and sending out offers, like a madman, trying to build up the sales and hopefully they not have to hit my bank account. He didn't fie the return request, until 5 days after it was delivered. And by that time, I had paid off some dr bills, current so I could make another appointment. And for the first time in 3 years, was able to buy my brother's kids some xmas presents.
But, surely they wouldn't refuse to pay back the fees, with me asking a question?
This is crazy. Is there no way, to contact a customer service representative? To talk to a real person?
Btw, thank you, for your reply!
robbie31415
·1 year agoWell you shot yourself in the foot.
Asking eBay to step in and help is when you are disputing something and needing eBay to make a third party decision in the matter.
It's best to research things before you take such actions.
https://www.ebay.com/help/selling/ask-ebay-step-sellers/ask-ebay-step-help-sellers?id=4702
"If we determine that you are responsible for providing a refund to the buyer, we'll issue the refund and then seek reimbursement from you. You won't receive fee credits if this happens, and the case will be counted as "closed without seller resolution", which can affect your seller performance level."
A seller should never ask eBay to step in and open a case unless it's very favorable for the seller that it will be closed in seller favor. IE, handling an INR dispute when there is delivered tracking.
soh.maryl
·1 year agoWhat kind of a case could you, as the seller, have opened?
About the only kind of case that a SELLER can open is an unpaid item case and that wouldn't apply in this situation, would it?
qeqo_0
·1 year agoNo, that wouldn't apply. Apparently @soh.maryl a seller can close the return and open a case.
Just suggesting @soh.maryl you can read the eBay MBG for sellers?
klhmdg
·1 year ago@qeqo_0 there is no MBG for Sellers. It is for the buyers protection.
I also have never seen the statement above "the seller opened a case"
soh.maryl
·1 year agoThank you. It doesn't say what kind of case the seller could open, does it?
wastingtime101
·1 year ago@soh.maryl @klhmdg
At onset, a return is always labeled a "request" and will stay that way throughout the process unless the buyer or seller asks eBay to step in. When eBay asked to step in, the return is technically closed and a case is opened. The party that asked eBay to step in (buyer or seller) is the one that opened the case.
In seller hub it will move from the seller's returns page to the seller's disputes page when escalated to a case. It's still a return but there's technically a difference in terms of request vs case.
The same thing applies in an item not received situation. The INR is a request and will remain that way unless it's escalated. When tracking confirms delivery and a seller asks eBay to step in, it's escalated from a request to a case because eBay is asked to step in and make a decision.
klhmdg
·1 year ago@wastingtime101
Thank you for the explanation.
Seems it is eBay calling it a case when seller asks them to step in.
Since I have never and would never ask eBay to step in I have never seen this and hadn't ever heard it called a case.
I thought it was opening a case when the buyer did and just foolish for the seller to escalate.
I would think once a case was open by the buyer it is the same case.
BUT now I know ..
wastingtime101
·1 year agoAdditionally @soh.maryl unpaid item cases don't exist and haven't since 2021. eBay changed the process and they are now unpaid item cancellations. No case involved here on the US site.
soh.maryl
·1 year agoYes, I DID use the wrong terminology. When a buyer doesn't pay, the correct thing to do is cancel, citing "buyer didn't pay" as the reason.
kensgiftshop
·1 year agoThe one time I contacted CS about a return, it hadn't been returned so I called to see about getting it closed.
Didn't talk to anyone, all automated, a few minutes after the calI got an email saying I had opened case and the return case was closed.
A few minutes after that, got another message saying since it hadn't been returned, the case was closed.
I guess just contacting CS about a return opens a case on the sellers side, I don't know?
robbie31415
·1 year agoIt seems like there’s a misunderstanding about sellers being able to escalate a request, whether it’s an Item Not Received (INR) issue or a return.
Sellers can escalate a request (ask eBay to step in and help) and turn it into a case for any type of request.
However, whether it’s a smart move is a different question entirely. Sellers should approach such actions with caution because these cases are often resolved in favor of the buyer, which can lead to negative outcomes for the seller. This includes:
Before escalating a request into a case, sellers must ensure they have strong evidence to support their position.
Just like buyers, sellers will see the option to "Ask eBay to Step In" after a certain amount of time has passed.
wastingtime101
·1 year agoRobbie explained it very well @btester2005 , that the action of you asking eBay to step in is what caused this. You can try to contact eBay CS and see if there's anything they will do. Occasionally they will give a seller a once-per-account-lifetime courtesy credit, but don't count on it.
Instead of clicking 'ask eBay to step in' on the return it would have been better to click 'help & contact' and go through the help pages to find a rep and ask your questions. The return system is all automated.
In the future I suggest using the help pages and come here with any questions. As you've now experienced, there are knowledgable sellers on this forum willing to help.
Good luck!
kensgiftshop
·1 year agoThey will when you get them involved in a return.