Major Bug Demotes Seller Below Standard
Summary: 0riginalfeetllc is frustrated with eBay's handling of a return issue that has unfairly affected their seller rating. A customer returned one item and falsely claimed a second return, exploiting a loophole in eBay's system to appear as if both items were returned. Consequently, 0riginalfeetllc was demoted to 'Below Standard' despite winning an appeal. After the initial frustration, the customer compounded the issue by opening a chargeback. shire123 sympathizes and advises reporting the buyer and keeping track of losses for tax deductions. 0riginalfeetllc remains upset about the lack of resolution and warns of the risks associated with relying on marketplaces for income.
I am perplexed on how to fix this because everyone I have communicated with eBay on the phone has hung up on me, or just shrugs their shoulders. Yet the more I think about this, it can literally happen to anyone of you, and so my hope is now with your help this can land on the correct eyes who can fix this.
There is a crucial bug that my account is now being subjected towards, that can happen to anyone else, allow me to explain briefly as many here can relate.
I offer free 30 day returns on all my listings. A customer bought 2 different items from my shop in 1 order. Then opened 2 return requests one 1) changed mind 2) claimed I sent the wrong item. Where the problem escalates from here is, they never shipped back one of the return IDs. All they did was go to USPS at a self checkout kiosk and self scan the label. That triggers eBay system to think it was shipped when in fact it wasn't. So once they do that, it updates the return saying the item is on it's way. Then uses the timeframe it thinks it should be delivered back to update the return claiming "you should have received the item back" then forces me to either refund the customer or do nothing.
If I do not refund the customer they can escalate which is what my customer did. Even though he knows nothing was ever returned he scammed the system into deducting the money from my account which affects me partially, until I submit an appeal. Appeal granted, I got my refund back, eBay loses the money, and defect is removed. So whats the problem?
Literally ANY shop could demoted with this knowledge and I'm only sharing this here now because everyone at eBay previously ignored me and seemingly doesn't care yet chooses to work at eBay?
My customer escalated this on July 19th, I sent an appeal for this on July 19th, received a response on July 20th granting my appeal. However due to timing or something, the new valuation on July 20th DOES NOT include my appeal so it deems now as Below Standard. This effectively implies literally anyone offering free 30 day returns could be subjected to this. Is it likely? Probably not.
Right now my shop should be Top Rated. It shows next valuation I am Top Rated. This is entirely a formality that literally anyone at eBay that has ability to, could fix, yet doesn't want? I don't have a family so while this is not the end of the world if I have less sales for end of July into August, it still shouldn't happen. I work really hard to maintain Top Rated status. I am effectively being penalized for offering more customer service than most sellers do?
When you are Below Standard your listings are demoted. This doesn't speak towards the benefits of Top Rated like the badge, extra sales for perception of trust, and small discounts on every listing sold, it is the act of them taking listings that would populate on the first page moving them all the way to the back and penalizing me because I'm "below standard" which is intended to do so rightfully so, if you deserve it, but I don't.
Sorry for lengthy post, hopefully this gains a little traction and I can either delete this myself if eBay doesn't want to fix this broadly, and just my account or eBay both fixes my account and broadly fixes this bug because it is 100% a loophole that anyone else could do. I am not going to do it, but I have many competitors, if I wanted too, I could get them all demoted next month. All it is, is a matter of timing. I don't care enough to do this and would rather focus on myself then harming others but the point still stands.
0riginalfeetllc
OP3 weeks agoInsult to injury, the customer today opened a chargeback for both items. So one item I refunded myself because he shipped it back which was "changed mind" return, the other eBay refunded ultimately because of my appeal. So they got both refunds yet still did a chargeback because eBay is welcoming this type of behavior so guess what, the customer will try to take more and more.
shire123
·3 weeks agoI'm very sorry this happened to you. Unfortunately, sellers on ebay at largely at the mercy of unscrupulous buyers given how ebay so heavily favors the buyers. Given that the buyer had already been refunded I would be surprised if the chargeback actually succeeded.
About all you can do at this point is report the buyer to ebay. If the buyer did this once they probably will do it again so hopefully having been reported once ebay will notice and do something to the buyer.
Then keep track of the losses and take your business deduction on you taxes
Most of us are small time sellers. When something like this happens on ebay it is not even noticeable to ebay. Ebay does not do little "tweaks" to their processes over each little (to them) incident that occurs.
0riginalfeetllc
OP3 weeks ago · EditedYeah, well thanks you're my only eyes on the post. I thought I would have gotten at least a little traction. I did get two responses via offline, yet they blocked me from replying.
In summary:
1) They demoted me to below standard even though on paper I should be top rated
2) All my listings are removed from promotion during this evaluation period
3) They are charging me below standard fees
4) My listings are all suppressed to the end of product pages when prior to this many would be on the first page near the top
All this, and for what? Because I offered free returns in my listing, a customer abused the return process? I have direct proof of this, and they're justifying this action without zero remorse.
Anyone who does read this whether its now or in the future I hope you find inspiration to not rely on marketplaces for income long term because they are massive risk for business.
I could totally see justification if I got a defect appealed that was an edge case, but this was a return by a customer that automatically gets approved per policy, and they violated eBay return process numerous times, eBay openly rewarding them (even with them doing a chargeback) and punishing me.
Absolutely disgusting on multiple fronts!