Do policies change daily with customer service? Why are sellers eating shipping in claims?
Having the issues with a damaged item returns everytime I blink this holiday season. Most recent - after 3 weeks, the person has not shipped the item back, and ebay told me 2 days ago to do nothing until I got the item. In the middle of the night, it was escalated to a case, the buyer stated it was too hazardous to send back even though he states in the messages that he threw it away instantly, and they gave MY money to the buyer.
It was shipped International through a hub, and everything I'm reading says I'm not liable, so why am I'm losing money? Everything for USA buyers says they must send the item back (and they've made me do that to a lot of buyers with items damaged in shipping). I'm tired of losing money for shipping everytime I turn around just so I can get a broken item back to throw away.
Not sure why the "rules" change daily with customer service, but I'm really reaching the end of my patience with them! I also don't think they should be allowed to take our funds as easily as they do.
All of the returns/cases/calls are unbelievable. It should go to having sellers file a claim with the shipping partner that destroyed the item. Or change it to everything having insurance, and if it arrives damaged, we click a button and it's covered by a claim. Why isn't ship cover on UPS packages??
I love that ebay advertises $100 coverage with UPS ground saver and that is absolutely untrue! No accountability with anyone if an item is shipped that way - ups didn't deliver it, so they do nothing, and usps says they didn't initially receive it, so they do nothing.
I've been on here for 24 years! If I didn't have to have this pay my bills right now, I would've walked away years ago with all of the other sellers.
tobaccocardyahoo
·1 year agoThis sort of question is beyond the training of Ebay Customer Service.
When faced with a problem beyond their training, many of them ad lib since there is no action they can take.
dbfolks166mt
·1 year agoItem # 126820787819
These are incredibly fragile. I've had a couple of others break that stayed in the US, and ebay made the buyers return them even though they are unsalvageable.
It shipped to ebay's hub in KY, then to Japan via ebay international.
https://www.facebook.com/eBayForBusiness/
https://twitter.com/askebay?lang=en
kensgiftshop
·1 year agowhomedecor50
OP1 year agoIn my experience, one you refund the buyer the money, they are no longer willing to help with having the item inspected. They file a claim at that point because they want their money immediately and don't want to wait for sellers to jump through hoops with UPS. Ebay makes them return the item even though you have a claim with UPS. Have you filed a claim with UPS lately? You post the payment address in 4 places yet they keep requesting it and send paperwork through the mail for you to post it again, then email to call them to provide it again. It's ridiculous.
I sold the bakers that are fragile. They are my only damaged items this season. In hindsight, I wish I hadn't listed them on ebay and sold them locally.
kensgiftshop
·1 year agoBuyer doesn't have to wait for the seller to deal with the carrier, you refund the buyer, then deal with the carrier.
Ebay doesn't make them return the item, if you just refund, It's up to you if you want it returned or not.
No, I don't use UPS, so never filed a claim with them.
lb23cavaliersmvp
·1 year agoFor what it is worth I had a similar occurrence with an item shipped domestically. The buyer demanded a refund for a fragile item supposedly delivered damaged, I asked for a photo which was never sent, accepted a return, the buyer claimed it was too dangerous to ship, they opened a case and ebay refunded the buyer without returning the item. I was able to have the refund reversed, i.e. I was refunded, because the buyer did not provide proof of damage to ebay. I was able to do this using the website customer service.
dbfolks166mt
·1 year agoFor what it is worth I had a similar occurrence with an item shipped domestically. The buyer demanded a refund for a fragile item supposedly delivered damaged, I asked for a photo which was never sent, accepted a return, the buyer claimed it was too dangerous to ship, they opened a case and ebay refunded the buyer without returning the item. I was able to have the refund reversed, i.e. I was refunded, because the buyer did not provide proof of damage to ebay. I was able to do this using the website customer service.
Generally eBay does not require the buyer to provide any proof regarding a NAD claim. It may be that eBay provided you a courtesy refund to you or eBay didn't buy off on the claim that it was "too dangerous to ship" but you never mentioned what the item was.
lb23cavaliersmvp
·1 year agoThe claim was not NAD but rather damaged in shipment.
dbfolks166mt
·1 year agoThe claim was not NAD but rather damaged in shipment.
My error but it should not really matter what the reason was if it went through EIS.
lb23cavaliersmvp
·1 year agoI meant to add that when I spoke to ebay customer service, I was first told that nothing could be done, so I asked if they were indicating that I could buy an expensive fragile item, claim it was broken and too hazardous to ship and ebay, without proof, would allow me to keep the item and receive a full refund? I was immediately told no, that ebay should have received proof of damage before refunding the buyer and that I would be reimbursed.
dbfolks166mt
·1 year agoI meant to add that when I spoke to ebay customer service, I was first told that nothing could be done, so I asked if they were indicating that I could buy an expensive fragile item, claim it was broken and too hazardous to ship and ebay, without proof, would allow me to keep the item and receive a full refund? I was immediately told no, that ebay should have received proof of damage before refunding the buyer and that I would be reimbursed.
So has the reimbursement happened? As I mentioned before with regards to customer service these days they will tell you what you want to hear to simply get you off the phone even if that means lying to you. This forum is full of horror stories regarding the current eBay customer support.
dbfolks166mt
·1 year agoA little more information would help. Can you provide the item number? Where did this item ship to?
whomedecor50
OP1 year agoItem # 126820787819
These are incredibly fragile. I've had a couple of others break that stayed in the US, and ebay made the buyers return them even though they are unsalvageable.
It shipped to ebay's hub in KY, then to Japan via ebay international.
lacemaker3
·1 year agoThat item number redirects to another, active, listing from the associated product page.
Here's a link that won't redirect so it goes to the actual sold listing.
https://www.ebay.com/itm/126820787819?nordt=true
Just FYI to help responders answer.
Edit: that was listed with eBay International Shipping, so as long as it arrived undamaged at the shipping hub, eBay should be covering the cost of the refund.
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-shipping-program?id=5348#section7
ittybitnot
·1 year agoIt shipped to ebay's hub in KY,
@whomedecor50
I did not know that eBay had a EIS shipping hub in KY. I thought it was in IL.
dbfolks166mt
·1 year agoIt shipped to ebay's hub in KY,
@whomedecor50
I did not know that eBay had a EIS shipping hub in KY. I thought it was in IL.
I was not aware of the Kentucky hub either but it is possible they opened another one. The only two I knew about were in Illinois and California.
rudy2828
·1 year agoMultiple locations.
dbfolks166mt
·1 year agoMultiple locations.
If the EIS program is doing as well as it appears to be opening more hubs would only make good logistical sense. When the only hub was in Illinois it made little sense for CA sellers to ship a package bound for somewhere in Asia, Australia or New Zealand, to Illinois only to have it turned around and travel back the same direction for the international leg.
Same applies for east coast sellers sending packages to Illinois that are turned around and sent to South/Central America, Asia or Africa. I am actually surprised they don't have a hub on the east coast somewhere.
tobaccocardyahoo
·1 year agoGiven the closeness of the Illinois hub to OHare the need might not be so great, and our deliveries to the Illinois hub (we are in NH) usually take 3 days, less time than they spend in the hub.
go-bad-chicken
·1 year ago@whomedecor50
Which item did the buyer make the claim that it was hazardous?
Was that item shipped vis the EIS?