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eBay breaking TRS policies throughout 2022 (50% refund deduction glitch today)
Throughout 2022, we have reported 20+ buyers who opened false INAD claims and per TRS policy we are supposed to receive $6 label credit (barely makes a dent on large items) and removal from feedback, defects, service metrics. Not once, has eBay granted us one. Buyers even stated in return notes, they bought wrong item on some. Spanish speaking buyers seem to be on the higher % of selecting wrong return reasons. Perhaps not fully understanding. Last buyer said "missing parts and pieces". It's literally a big, large 1 piece unit, correctly advertised, but buyer needed another product. The kicker is, they said the item was fine in return notes and went on to upload screenshots of another sellers listing showing the item they intended to buy. It's just 1 or 2 of these that if removed would keep us within range of not being charged additional % fees. If eBay would follow their posted TRS policy, we would be okay.
A NEW ISSUE
Today, we went to refund a transaction where the buyer opened the product and damaged it. We selected "Report problem" and selected "Item was opened" and "Item was damaged". On the next page, the deduction section is missing where it normally is, but the comments section, "Give the buyer a little more info. (Required with deductions) is showing along with upload pictures buttons. The only option is a full refund.
eBay support has been intentionally dancing around the policies and on most conversations, they don't even know their own policies. We went through two service reps this morning. The first one kept saying, we needed to offer free returns to give 50% deduction which is not true for TRS. We've been doing deductions all year for a small percentage of abuse returns. Second rep stated correct policy, but after sitting there incapable of helping, stated what the first representative said.
eBay's site isn't working clearly, and eBay representatives do not know how to fix it. Again, TRS do NOT need to offer free returns to charge up to 50% deduction. Regular sellers need too. I gave the representatives examples of two prior refunds we did with deductions in the past 90 days and it goes over their head.
Now unless you're a large seller, or just a bad seller, this may not impact you as much. Once you hit a certain threshold just above 10 INAD cases, it's a disaster when they fail to follow TRS policy. The crazy part is, you can manipulate this data. All you have to do is bring in a cheap product, sell it a lot and inflate your numbers. Most large sellers have a few of these products. So, when they use peer data, it's truly manipulated data.
Another issue with this policy, is eBay doesn't show the full descriptions on app, mobile and sometimes the desktop view. How can you legally hold a seller accountable for INAD when the buyers aren't provided full descriptions with important fitment data and warnings? Yes, we have actual warnings and message buyers after purchase, but still a huge portion don't respond and even some do confirm and then open a return as they still messed up their order. Wrong model.
One day, we hope eBay is investigated for Service Metrics money making scheme. If your first reaction is to defend eBay, again, this isn't impacting you because the items you sell aren't specialty fitment or you're not large enough or you sell cheap item(s) to inflate your numbers.
kh-jean
·1 year agoHi everyone,
Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.
Thank you for understanding.
flexmotoring
OP3 years agoToday same thing, but on a refund today, eBay support helped issue partial refund for us. They even stated the site is glitched.
However, they are still violating TRS seller protections for false INAD. They keep repeating nonsense about having to suspend the buyer. This has come from multiple reps over the last several months. The point of the policy is clear, protect false INAD. Not protect seller when we find a repeating of violation of our policies from buyer, although yes that is a thing, but not applicable here. What the buyer does across their purchase history isn't relevant to this single transaction though. A false INAD return is a false INAD return.
eBay seems to be dancing around this to earn that extra 5%. Today, we removed our listings to reevaluate this marketplace. They aren't the only ones in town and our sites and other marketplaces are fine all charging us the correct level fees. It's about moral principle of the matter and following written policy. Not manipulating it behind the scenes and giving the illusion that it exists.
Perhaps we'll stay. We're probably going to math this thing, introduce a cheap, high selling, top rated product that fits inside a small box. This way, we'll avoid Arrived damaged, sell a crap ton, break even or lose a small amount and manipulate the % to stay below Very High. Also proving peer data is manipulated data as a whole and depends on what you sell.
valueaddedresource
·3 years ago@dnasilver @mandisattictoyz - it very clearly says "30 Day Or Longer Returns" not "30 Day Free Returns".
https://www.ebay.com/sellercenter/selling/seller-protections
Where the rep may have gotten confused is the difference between Top Rated Seller and Top Rated Plus - Top Rated Plus is a listing status and allows sellers who have Top Rated Seller status to receive a 10% discount on fees and a badge.
For most categories, Top Rated Plus requires 30 Day Free Returns. However, some categories eBay will allow you to still get the 10% discount without free returns, you just won't have the badge - and Motors Parts & Accessories happens to be one of those categories.
https://www.ebay.com/help/selling/seller-levels-performance-standards/seller-levels-performance-standards?id=4080
But since @flexmotoring isn't talking about the discount or any other perks of TRS or TRS+, they are specifically talking only about the promised additional seller protections for TRS for false INADs, the policy for those TRS protections is very clear that it doesn't need to be free returns.
carlmarxx
·3 years agoI always believed all ebay sellers should have same protections . That being said when buyer does total damaged to the item is then worthless for resale again at half value to no value then there should be no refunds , which is depended on the items and category .
sandandtone
·1 year agoI agree 100%! I sold an expensive golf driver to a novice who took it to a range and not only snapped the shaft but left a big dent and ball mark on the crown. I have asked eBay to call me 3 times today and message me I didn't answer. Funny my wife got through fine and Spam filter shows no rejected calls. I called eBay twice and no team member available. Then went to eBay Facebook and got into a chat with CSR "Lacie." Basically said same things helps topics spew. I can't get anyone up higher to spark with or act like they give a crap. I'm not giving the idiot a dime and if eBay makes me I'll close my store of 24 years and go somewhere else! I've spent 3 hours trying to get someone's attention who will agree to either $0 refund or let eBay pay 50%!! If I go into a shop and damage an item, guess what? I bought it. I don't think the shop owner will accept 50%! That's not how the world works. Guess eBay has a different universe!