Locked
Discussion interactions are currently paused.
Ebay Customer service lying to sellers
I wanted to see how many other people have experienced ebay customer service lying to them. Here is my story. I knew this would happen but my trust in ebay gave me hope that it wouldn't.
The listing stated the some of the funko protectors in a lot were scratched, Therefore the buyers reason of "not as described" is invalid saying that some had scratches. I refunded the purchase price only not the shipping. The buyer then asked for the shipping to be refunded as well, I denied as I already contacted them that I would not do so prior to being returned, as well as the fact the scratches were in the description. I then contacted ebay, she looked up the return request, I asked twice "will ebay take my money, and give it to the buyer if the buyer contacted ebay" I was guaranteed that it would not happen, since I already refunded them and it was closed, and if the buyer got any further refund it would be courtesy of ebay. I was then told that it would be best to let the buyer know to contact ebay if they need further assistance, So I did and helped them out, I was going to do this anyway because I know how the buyer felt, and wanted to do what I could for them.
Then I received a message that the buyer would receive a refund for shipping and that those funds would be recovered from my available funds.
Buyers taking advantage of sellers with "not as described" is not new to me. What bothers me is the fact a customer service agent would lie to me, after looking at the return request and knowing the entire situation.
I was thinking about recording the young lady when I asked twice, but I didn't. From now on all Customer service calls I will record.
I am wondering if there are numerous other people with similar situations of customer service lying to you, and what evidence you might have.
kh-gary
·2 years 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.
ittybitnot
·2 years agoWhat bothers me is the fact a customer service agent would lie to me, after looking at the return request and knowing the entire situation.
@xmtola
Actually, eBay takes umbrage at the term "lying". They prefer to say "the CS rep misspoke" or "the agent gave you the wrong advice." It doesn't help YOUR situation if you were given the wrong advice or the agent misspoke, you still suffer the consequences anyway if you believed what they told you and proceeded accordingly. The errant CS rep is supposed to get "coaching" so they don't do it again. You get hosed.
eBay no longer allows them to intervene in cases such as yours on behalf of the seller. It is especially annoying when what the buyer is complaining about is already documented in the listing. All that matters is the choice the buyer picks from the drop down menu when filing a claim. At that point, for all intents and purposes your item becomes exactly what the buyer says it is, and the auto system proceeds with the predictable pre-determined results. What the buyer says in comments is not considered, either are your photos or description once that button is pushed by the buyer.
It has not always been that way, but it is now and has been for a number of years. Before the procedure we have now, CS reps could intervene if the buyer was complaining about something already documented in the listing. They could change a not as described claim to one that reflected buyer's remorse so the seller would not have to fund the return shipping. When they changed the policy (with no announcement, of course) the rationale given to us was...."It could be the buyer was unhappy about something else, so the decision stands."
jonesy1885
·3 years agooh yeah, they willfully and deliberately lie to sellers because they're worried about chargebacks from financial institutions. I literally sold an item "for parts or not working" and the seller wanted to return the item and I told them I have a no returns policy and it was sold AS IS for parts. He then threatened to call his bank and appeal the charge for fraud and eBay had all of these messages. They pushed the return through anyway and couldn't even give me a clear answer to why they have a no returns policy if they will never honor it. They clearly allow extortion and their argument is always "we are a platform, not a financial institution" . They have policies they don't even follow and can not even explain if asked. They are extremely vague with answers they provide and intentionally mislead you on returns as a seller because they don't want to deal with chargebacks. It's like everything else with corporations, it all comes down to money!
oldwestcoins
·3 years agoCall CS again and ask for a supervisor. I had something similar happen to me. A CS told me one thing flat out only to have just the opposite happen from eBay. The supervisor reviewed the call transcript and admitted the agent had stated I would not be charged and he refunded the money that eBay took.
I will agree that you should never ever trust an eBay agent. You also have the call transcript messaged to you after ending, check it. Good luck.
theteamsetguy
·3 years ago@xmtola ,
I suggest boning up on eBays Money Back Guarantee for buyers. The gist of the story is whenever a buyers files a INAD return claim.
Accept the return ASAP and refund the buyer when you get items back. Fighting the return request never ends well for the seller as you have just learned.
Once you have received the items back relist it because if an item sold once it will sell again. I would consider raising the price to recover the shipping from the return.
reallynicestamps
·3 years agoOnly you and the phone clerk know what you were told and/or what you heard.
Use the social media Chat clerks.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
kensgiftshop
·3 years agoWhen a buyer files an INAD, they get a full refund.
CS never have been well known for giving good advice. Most of the time, they'll tell you what you want to here just to get you off the phone.
rugerskick
·3 years agoI believe the OP is pointing out clearly that there is a big difference between "not good advice" and blatantly lying to the seller about a clear question. Deliberately lying to customers/clients (iesellers) about business issues is criminal behavior. And it is deliberate because ebay gives their CS people training how to answer these questions, and Ebay knows things are not going to proceed the way they are telling sellers. Its been a tactic Ebay has used for years. Its not just a few bad CS service accidents.