Returns: Agents giving false assurances about return outcomes
Summary: trilliumblue-7 expressed frustration over losing a case where a buyer misinterpreted a listing, leading to a return issue. Despite assurances from a customer service agent that they would win the case, the outcome was unfavorable, resulting in financial loss and a penalty. Other participants advised accepting returns rather than relying on customer service, emphasizing that sellers should manage issues directly. They suggested appealing the decision and defect, acknowledging that agent advice is often unreliable. Overall, the discussion highlights the challenges of handling returns on online platforms.
The buyer was not honest about the item "not as described". The buyer did not pay attention to the post and errantly placed her order. The posy had "Your Choice" and she chose to purchase one baby spoon and thought that she was getting a whole set... she admits that.
I was assured by the agent that I would not lose the case and that the buyer was abusing the return option. Why do agents misadvise us and assure us that we will win the case? And then we are penalized because we believe them.
I wish that I would have been warned that I would be losing the case... well, I was at 3 in the morning. If I knew, I would have given the rufund.
It's sad because I have to loose the funds and the buyer gets to keep the item even though she was abusing the return process. But, the worst part is that am going to be penalized because of the decision. It is just so wrong that this happens. What if buyers get used to doing this and realize that they can get items for free by claiming that the item is not as described. The eBay platform will be destroyed.
I want them to reconsider the decision or at least remove the defect, but that is highly unlikely.
janet9988
·2 weeks agoYour listing was not set up 100% correctly.
stephenmorgan
·3 weeks agoThe agent is representing eBay when they advised you what to do. I would appeal the Decision to Refund and appeal the Defect because if not for the Agent's advice you would have given a refund.
You can read here about Appealing a Defect.
Appeal a defect or late shipment | eBay
Cancellation defects
Defects resulting from seller cancellations can be reviewed and will be removed if:
A buyer retracted their bid and it disrupted the auction
A buyer requested something not offered in the original listing
tobaccocardyahoo
·3 weeks agoProviding customer service to Ebay buyers is a seller's responsibility, not Ebay's.
Failing to handle your problems in a manner which requires Ebay to step in is a failure on a seller's part. Ebay usually punishes sellers who fail at customer satisfaction. Usually, the customer gets a refund and to keep the item, and the seller gets a strike which can affect their Seller Level.
You contacted a CSR who is not an Ebay employee, not experienced in customer service or selling on Ebay, who has a knowledgebase to reference and a desire to please the sellers they communicate with. The answers are often as logical as your description of the problem, and wrong.
The only one who cares about you as a seller, when a customer is unhappy with a transaction is YOU. If you are going to sell on Ebay, Amazon or Walmart, understand that your best interests are served by budgeting for some losses, which are inevitable.
stainlessenginecovers
·3 weeks agoLook at it this way. The 'case' worked out EXACTLY like it was supposed to and you would be in the same position.
You just took a detour and talked to a rep, which now you know- means nothing and the system is what the system is and NOBODY on ANY phone can/will change that.
bonanza125
·3 weeks agoThis is now a lesson learned for you. If a buyer has an issue you as the seller deal with it. Do not contact customer support. They will just tell you what you want to hear. If they do anything yes it will go against you. Next time on any "item not described" case or return case in general do not fight it. Accept the return. If a buyer abuses the system and starts returning everything they receive then Ebay will handle it. That's on Ebay not you. Ebay will not be destroyed. As far as your defect you need to file an appeal and have a representative review your defect case. Correct most likely it will not get removed. You would need to wait 1 year.
kensgiftshop
·3 weeks agoYour mistake was contacting CS about an INAD case.
Should have just accepted the return and provided a shipping label.