Glitched 50% deduction override rejected by back-office review — Need Help!
Summary: socal_115920 is seeking advice on handling a return issue with a damaged Makita Beam Saw. The buyer returned the saw damaged, claiming it wasn't new, and a manual override for a 50% refund deduction was initially processed by a live representative due to a UI glitch. However, this override was later reversed by the back-office review team. Several participants, including dhbookds, inhawaii, and pickapaper, discussed the qualifications and authority needed for such deductions, noting potential errors or policy issues. Suggestions included reaching out to eBay's Trust and Safety Department, but challenges remain due to systemic limitations. kandf_vintage_finds expressed sympathy, suggesting sellers often face losses in such disputes.
Hi everyone,
Looking for some guidance or advice from experienced sellers or Community Managers on a return issue with a damaged item.
Item: Makita Beam Saw ($348.36 total value)
The Issue: The buyer returned the saw disassembled and severely damaged with harsh solvents.
The Glitch & Override: Because of a UI glitch, I couldn't process the 50% loss-of-value deduction directly in the return portal. I filed a Buyer Misuse Report, submitted a photo declaration, and called customer service. A live representative processed a manual 50% override for $174.18.
The Back-Office Reversal: Shortly after, I received an automated email stating the back-office review denied the override appeal because they "couldn't determine if the change in condition was caused by the buyer".
Since the written denial came directly from the Appeals team, front-line phone agents say they can no longer touch the case.
Has anyone had success getting an agent or supervisor to honor an override that was already agreed upon by a live representative? What is the best path to request a manual courtesy credit for the $174.18?
Thanks in advance for any advice!
kensgiftshop
·3 weeks agoIt's no glitch, you couldn't deduct anything because you don't qualify to make a deduction from the refund.
kandf_vintage_finds
·3 weeks agoSorry this happened you you. Unfortunately in most cases like this the buyer wins and the seller looses.
albertabrightalberta
·3 weeks ago · Edited@socal_115920
You don't have a return policy so you aren't able to deduct anything for an item that isn't returned in the same condition.
ETA: Even if you did have a return policy, you don't have enough of a proven history to qualify for deducting from refunds.
You need to read the requirements as posted by @inhawaii
pickapaper
·3 weeks agoIt is my understanding that customer service agents do not have the authority to do a lot of things such as issuing refunds. If that is the case, plus we don't know if you actually qualify to be able to deduct 50% of the refund, may be why the refund was denied by the "back office" (whatever that is).
inhawaii
·3 weeks ago · EditedIs it possible your 50% refund deduction was issued in error?
There are certain qualifications a seller must meet in order to do that.
Do you meet those qualifications?
Seller Qualifications
Above Standard Level: Your account must maintain an Above Standard or Top Rated performance status (not Below Standard).
Free Returns Option: If you are an Above Standard seller (and not a Top Rated Seller), your listing must offer Free Returns (seller-paid returns).
Top Rated Seller Option: If you are a Top Rated Seller, your listing must offer at least 30-day returns (buyer-paid or free).
mr_lincoln
·3 weeks agoHi @socal_115920
You may have benefited from running System Restore to a prior time to clear the UI Glitch and let you process the 50% deduction on the Refund for the return. I get the occasional frozen screen with Windows 11 but if I close the application and reopen it the glitch clears.
socal_115920
OP3 weeks ago"Thanks for the suggestion, but the issue wasn't a local PC error. The option to deduct 50% was completely missing from eBay's return interface.
A live phone rep acknowledged the site error on eBay's end, agreed I was eligible for protection, and issued the 50% override manually. The real issue is that the back-office Appeals team automatically overturned the live agent's decision shortly after."
mr_lincoln
·3 weeks ago@socal_115920
We have heard more than once where a phone rep does one thing that is later reversed by the "back office" (as you put it). You should reach out to eBay again and request speaking to the Trust and Safety Department and go over the bad rep advice you got plus the acknowledged glitch int he refund flow.
It is frustrating for us too when we read situations like yours and realize we are helpless in helping to resolve an issue that is NOT part of the normal process eBay provides.
socal_115920
OP3 weeks ago"I appreciate the insight,
mr_lincoln. Unfortunately, general phone support can't transfer sellers directly to a dedicated Trust & Safety department for closed case appeals, and front-line reps keep running into the same system lockout. I’ve taken the necessary formal steps outside of standard phone support to get this escalated to human review."gone.c-33
·3 weeks agoAs usual, phone rep was wrong. It wasn’t because of a bug that you were unable to issue a 50% off refund, it was because this item https://www.ebay.com/itm/168630815702?epid=2282075444&itmmeta=01M2TGRXFEQW7MDE32KPRP93MA&hash=item27432e0bd6:g:SpoAAeSw7RNqiF8J is NOT ELIGIBLE for partial refunds.
dhbookds
·3 weeks agoWhat was the reason for the return? Damaged?
socal_115920
OP3 weeks ago"The buyer filed the INAD claiming the blade wasn't new (even though it was brand new). To clarify the damage: the saw wasn't fully disassembled, but the buyer opened the handle casing and sprayed it with harsh solvents. I actually have a photo sent directly by the buyer showing the saw opened in their possession.
A live agent originally backed the 50% loss-of-value deduction and manually processed the $174.18 override due to a UI glitch, but the back-office Appeals team subsequently sent an automated email denying it, stating they couldn't determine buyer fault."
stuff4divas
·3 weeks ago@socal_115920 as posted by @inhawaii do u meet the criteria to deduct any amount on refunds?