Appealing a sales/refund decision
Summary: shrkb8atl expressed frustration with an appeal decision related to a refund dispute on eBay, where the buyer claimed the item was faulty despite it being described as 'sold as-is.' tobaccocardyahoo and jonathanbrightlight pointed out that eBay's Money Back Guarantee overrides seller terms. mam98031 provided detailed advice on eBay's return policies and contacting customer service, suggesting ways to potentially address future issues. kandf_vintage_finds recommended moving on since the decision seemed final. shrkb8atl acknowledged the feedback and appreciated the reality check.
Is there a method to get a previous appeal decision revisted?
I sold an item earlier this year, and the buyer asked for a return, claiming my product was faulty/broken.
My posting was VERY specific that this item was manufactured to fit one style of machine, and my stated policies include "Item is considered used and sold "as is"; no guarantee or warranty expressed or implied. All sales final."
My position is that the buyer bought the wrong product for their machine, then claimed it was faulty. I offered a partial refund which they declined. eBay sided with the buyer and I was out a small chunk of money, while they got everything back.
I have since resold this item to another buyer who has had NO complaints about the product - proving buyer #1 was lying.
As usual, it's impossible to get hold of an actual customer service person through the website...does anyone have advice for trying to escalate to someone who can respond to this?
kandf_vintage_finds
·3 weeks agoSorry this happened to you. Move on...not a good use of your time and it sounds like this case is closed in the buyers favor. This likely will not change.
mam98031
·3 weeks ago@shrkb8atl You should also make sure that you understand the various different return policies available to sellers. Often mistakes are made by sellers when the assume they know what they mean but do not consult policy.
The return policies options are as follows.
1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request, if the buyer properly filed the claim. Or if they want to they can accept the return and have the buyer pay the return shipping. If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Camera Drones, Camera lenses, Collectibles & Art, Digital Cameras, Jewelry and Medical & Mobility.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.
mam98031
·3 weeks agoYou can't get Ebay to revisit a claim that is that old. You will just have to find a way to live with the results.
"As usual, it's impossible to get hold of an actual customer service person through the website...does anyone have advice for trying to escalate to someone who can respond to this?" Simply NOT TRUE.
At the top and bottom of every page in Ebay are links to contact Customer Service.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://www.instagram.com/ebay/
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT or ask an Agent to call you, in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
From this link you can request Ebay to call you in the USA. The option is available when Staff is available to respond, so NOT 24/7/365.
https://www.ebay.com/help/home
tobaccocardyahoo
·3 weeks ago · EditedThere are no "as is" sales on this site.
Buyers can return any item they feel is not as described or damaged.
There is no point in seeking human contact at Ebay. The Ebay Money Back Guarantee overrides any terms and conditions you placed in your listing.
If with over 400 sales on this site, if this is the first situation of this type you have encountered, you are doing very well.
jonathanbrightlight
·3 weeks agoExactly. @shrkb8atl if you have any current listings that say they are "as is", you should remove that from your descriptions. It cannot be enforced, but it does signal to buyers that know the policies that you clearly do not know the policies. Which means anyone who might be inclined to take advantage of you will know that they will be more likely to succeed.
shrkb8atl
OP3 weeks agoGood advice and thanks for the reality check
shrkb8atl
OP3 weeks agoYes, I've been pretty lucky - just ticked off we don't get more support from the company that's getting rich off us.
christworks
·3 weeks ago · Edited@shrkb8atl Nobody forces you to sell on eBay. You do it by choice. You aren't in a contract with eBay. You are free to leave at any time. In fact, it really makes no sense why someone like yourself would continue to stay if they truly feel eBay owes them more than what they are getting now.
Of course, I personally think it is far better to remain on eBay and educuate yourself on the rules and policies, and learn how to reduce your chances of running into a bad buyer.