Buyer opened fake item not received case just to rant about eBay customer service & it’s still open
A buyer who purchased a piece of jewelry (who has been one of the worst problem buyers we have ever had in a decade of selling on eBay) opened a fake item not received case to rant about their experience with eBay’s customer service team. The case is still pending … to give you a little background : the buyer opened an item not as received case months after they received the item, indicated they received it in messages, left feedback, and even messaged us asking for a partial refund multiple times (while at the same time refusing to return the item when told we had no room to give partial refunds since they beat us up on the price so bad to begin with. We ended up relenting on the partial refund to hopefully close this transaction and not to receive bad feedback. They then had the nerve to come back a week later and request a second partial refund or a “free gift†such as a gold coin or fine gemstone.
The ring which was sold to them had a loupe clean unheated Ceylon sapphire in it that was very fine quality and their reasoning for wanting a partial refund, they claimed they found many equal size/quality unheated kashmir & burma sapphire rings in their local retail market for around half the price, (keep in mind our ring was sold at cost with literally 0 profit after the partial refund) … anyway we told them to please show us these Kashmir/burmese sapphires they are speaking about and told them we will buy them from them and pay them double what they cost as a huge profit for them(guess what they never presented a single stone)! Anyway I am sure you get the hint now - huge problem buyer ( our mistake for trying to gain a new customer and bending over backwards from the beginning- when will we learn.)
Now to get to the point of this post:
a few weeks ago this customer opened an item not receiving case on eBay - and in the message section of the case the wrote something to the tune of “This is ridiculous eBay I was told I would receive a tax credit on my purchase , I have so far spoken to 3 different eBay reps who have assured me in writing that I would receive a tax credit , it has now been 2 weeks and I have not received any credit - FIX It NOw eBay this is horrible customer service if you don’t fix this now I will open a claim on my credit card†….
its now been a few weeks I have re uploaded the tracking information from months ago showing the customer received the item (and in our eBay messages he lets us know multiple times that he received the item and has possession of it) … the 10 days on the case have passed and I asked eBay to step in and help aka decide the case , I have also contacted eBay customer service multiple times and have been told someone will close the case within 24 hours since it is clear ththat both we received the item and was not actually opening a item not received case but just ranting on eBay. It has now been 4 days since I asked eBay to step in and the case is still in pending (it is holding funds in our account for the total of the ring in the meantime) does anybody here have any ideas on what I can do to get eBay’s attention on this manner ?? A number I could call or an email mail address? Thank you
albertabrightalberta
·6 months ago@nabatidiamonds
I don't know if I'm dense or if I missed something but your description of the situation is all over the place, confusing and contradictory!
You say the following, all in the same description of the issue:
But then you stated:
If the buyer already left feedback, why are you worried about feedback months later?
And if there's no room for a partial, why did you do it? That you gave in on the partial refund is on you, as i selling the item to them when they (your quote) "beat us up on the price so bad to begin with"
You still should win the case since it's way past the 30 day claim timeframe.
nabatidiamonds
OP6 months agoI mean to close the transaction - and just move past it (this was over a month ago) he asked for the partial refunds before leaving feedback - so we relented , and thought this would be the end of it … he eventually left good feedback … then didn’t hear from them for about a month or so until they opened the current INR case about 2 weeks ago … hope this clears up any confusion
jbbowers12012
·6 months agoHi, Not understanding something - wasnt' it too late to file an INR case in the first place? OP states that the case was filed "months after they received it." Also, this buyer would have landed on our "special friends" list long ago. Jus' Sayin.'
12345jamesstamps
·6 months agoBuyers have been able to open INR claims way after 30 days. eBay allows it.
I had a claim after 160+ days and another after 90 days. I won those claims but the claims should never have been open in the first place. And these were not chargebacks by the way.
mamacassidy
·6 months ago@12345jamesstamps
@albertabrightalberta
Thank you for your responses. I never knew that. I thought it was all automated to only be a clickable button during the "allowable" time.
jbbowers12012
·6 months agoThank You for clearing that up for us. Really thought that there was strict 30 day time limit..........
nabatidiamonds
OP6 months agoThey can still file an INR case also they loose their protection after 30 days - the system still allows them to push one through already - it seems to me like the customer just choose whatever option was available to them on the drop down help menu to write their message to eBay (while affecting us at the same time since it automatically puts a hold on funds) now the issue is the original 10 days have since passed (and an additional 4 days have passed) since this INR case was technically closed (it closed in 10 days automatically) but there is yet to be a resolution it still shows as “eBay is making a decision†… so I was wondering if there is a way to contact eBay so someone can look into this - based on all the answers I have received it seems not and that I must just wait …
caldreamer
·6 months agoEBAY Return System is automated, and your case should have automatically closed when you provided tracking# proving the item was delivered. Don't understand you didn't get any help when you spoke with EBAY Customer Service Rep.
I am afraid you have a much bigger problem mentioned in your customer's rant "FIX It NOw eBay this is horrible customer service if you don’t fix this now I will open a claim on my credit card†….
Any customer has 6-months AFTER receiving item to try and get "payment reversed" by contacting their credit card company. Scammers will lie and say item was "counterfeit" and get a full refund (credit card company does NOT require them to return the item). Credit card company will rule in favor of the customer and does NOT require them to prove their claim.
Unfortunately, there are many scammers on EBAY and they have figured out ways to get items for "free". It is very risky to sell "high value item" on EBAY. EBAY will NOT protect you if you get scammed.
12345jamesstamps
·6 months agoI assume this is not a dispute with the buyer's credit card?
The rings you sell are high price items so the hold on funds could be because of that maybe and maybe for 30 days if it's not a credit card chargeback.
A buyer can open an eBay claim after 30 days but the seller has to approve it.
You added tracking so it's either a chargeback or a hold on funds for 30 days.
Customer service telephone reps will be able to help so don't waste your time calling.
duffy4444
·6 months ago@12345jamesstamps:
I think you mean "Customer service telephone reps will NOT be able to help so don't waste your time calling."
Cheers, Duffy
12345jamesstamps
·6 months agoI messed that up....Thankd for the correction.
nabatidiamonds
OP6 months agoNo it is not a dispute with credit card it is an INR case that has a rant in the message about the customers perceived poor eBay customer service - no chargeback has been opened as of yet
mamacassidy
·6 months agoHow were they allowed to open an INR months after the delivery date?
According to ebay policy,
Latest:
And on a side note, any time you give into a problem buyer by giving them a partial refund, you are just encouraging them to continue that problem behavior. If you encounter this type of thing again, I'd suggest just going through the steps of the ebay policy to cover your obligations and block the buyer.
Edited to add: you said the reason you are trying to get this closed is because they are holding your funds. You can contact ebay reps via social media and they might be able to help you.
But again, I'm still confused how this situation even exists months after the 30-day window.
albertabrightalberta
·6 months agoBuyers can open cases past the 30 day window. But they have lost their INR/MBG protection. The reason it's allowed for them to open cases is because some sellers will accept returns or issue refunds of their own volition.
fullers_uk
·6 months agoThe window is 30 days on .com but on others it may be different due to the consumer rights in the country the buyer is in.
jonathanbrightlight
·6 months agoSo first... If you haven't yet, definitely put them on your Best Buddies List (or as eBay calls it, the Blocked Buyer List): https://www.ebay.com/bmgt/BuyerBlock
They should have been on there for a while, I'd say, from what you describe.
Next, since it sounds like the tracking shows delivered, I would stop worry about it. It might take a little while to close, but it shouldn't be an issue. It's best to just let things like that happen the way they're meant to, automatically.
nabatidiamonds
OP6 months agoAppreciate the advice , yep they are on the best buddy list … and yes will just continue waiting until someone at eBay gets to it
stainlessenginecovers
·6 months agoWhy are you wasting time on this? Case is opened, beyond the 30 days. You can 'input' the tracking and be done. Doesn't matter what is 'still open' as it has no effect on you.
This person already rented space in your head, for free, and the more you dwell on it, the more they own you.
nabatidiamonds
OP6 months agoI already did that and it’s now been 4 days since the case ended … and it’s still pending with no resolution: hence the reason for this post
soh.maryl
·6 months agoGreat answer, excellent advice!
nabatidiamonds
OP6 months agoHis answer is definitely good general advice I agree but it doesn’t address the main issue (which is that this IRN case has closed 4 days ago and it says “awaiting eBay’s response†I was just wondering if anyone know a way to contact eBay to have someone look into it … since it seems to still be pending