What the?
I got a "wrong item sent" return filed from a buyer for an item that they bought. My order details shows that they clearly bought a Blue item.
Buyer says in the comment of the dinged return "Nice item, but I ordered black, not blue. You don't need a picture. It's blue, I want to exchange for black."
And they attached this photo onto the return
I checked and this guy writes novels in his feedbacks left for sellers. Many of them are false positives tho. Few neutrals and negs.
31 comments
gloryglorygifts
·1 year agoWhat in the freaking he** is that? Yikes and double yikes! You know what to do. Too bad you can't share a name so we can all block them.
wastingtime101
·1 year agoDude, you get some freaking weird pics on your "not as described" returns.
adamcartwright
·1 year ago@wastingtime101
Would eBay take down the photo based on the swastika background?
wastingtime101
·1 year agoTake it down from where @adamcartwright ? The image was submitted to a return request - it has nothing to do with the seller's listing.
adamcartwright
·1 year ago@wastingtime101
I misread that.
mam98031
·1 year agoBefore the buyer files for a return, I'd try to politely clear up that they received the color they purchased by giving them a copy of the order or something. But ONLY if you gut tells you that the buyer would be receptive to this information. Some people don't do well accepting their own mistakes. You are experienced enough that you might be able to tell.
I say that because if they accept that, then they may file a Buyer Remorse return in which, depending on your return policy, they buyer pays return shipping and you can refund less the original shipping if it was separately stated.
iamalwaysright
OP1 year agoUnfortunately the buyer already filed a not as described return and I got a ding for it, that’s the pic the buyer decided to attach to the return. But yea, otherwise I’d agree that politely correcting the buyer can help.
Trusting my gut tho, even if this guy didn’t file a return yet I probably won’t try to point out his mistake. I’m basing this judgement on three things. 1) His slew of lengthy complaints on his feedbacks left. He obviously has no problem telling people how he feels, 2) the fact that he said I don’t need a photo and his refusal to provide a valid one, and 3) that crazy whacko photo he actually did provide. I don’t believe that’s just any random picture the buyer stumbled on. I think it means something to them and they have this photo on hand to routinely “spread their message.â€
This buyer strikes to me as potentially very confrontational and holds very strong political views that they will gladly “share.â€
wastingtime101
·1 year agoYeah, you already know the drill to BBL, report for abuse of MBG, and any "false positive" feedback can be removed for rating not matching comments - and even if neg/neut it might get removed anyway since buyer is being abusive.
Do you have a folder on your computer of all your weird buyer return pics? I do. 😂
iamalwaysright
OP1 year agowastingtime101
·1 year agoThat's how it used to work, but not since eBay changed the FB policies and beefed them up - was it 2 summers ago or last summer? Can't remember.
Anyway yeah, I asked eBay to remove a buyer's FB recently. It was a neg comment with a pos rating. It actually violated a different FB rule, but when eBay removed it they immediately cited the rating/comment don't match policy. They left the rating (pos) but replaced the comment with --.
You'll probably find it funny that I have a few of your weird return pics in my folder because they were that notable. 😂
mam98031
·1 year ago"That's how it used to work, but not since eBay changed the FB policies and beefed them up - was it 2 summers ago or last summer? Can't remember."
That shows us how fast time moves. Early last year they made awful changes and made it next to impossible to get FB removed. We all raised a whole lot of noise over this and finally they revised the policy and beefed it up as you stated. There was some direct work with Ebay as well. Fortunately for all of us we ended up with some significant improvements.
mam98031
·1 year agoSee, trust your gut. It is very important when selling on the internet. You are making all the right calls. Sorry about the additional ding that you didn't deserve.
iamalwaysright
OP1 year agoThanks. I was just told by eBay that the ding on my seller metrics can be removed once the return closes. We’ll just have to see about that, I’ll probably follow up on it just to confirm if that’s possible.
mam98031
·1 year agoDo keep us informed on that. It doesn't seem like a normal thing. They are pretty hard lined when it comes from removing an INAD ding from the Service Metrics.
wastingtime101
·1 year agoeBay can't remove service metrics manually in my experience, BUT if they determine the buyer was abusive it will be removed automatically.
Technically it won't be removed, but when you generate the report there's a column that says something like "counted" and it'll say yes or no. So it would appear on your metrics, but would say "no" and not be counted.
This is one of those times I'd use the eBay return label because I'd be confident in eBay determining buyer abuse and issuing the up-to-$6 return ship credit. (Edit: if the account qualifies for TRS protections.)
mamacassidy
·1 year ago@wastingtime101
Where can I find the report that shows the dings?
mam98031
·1 year agoDings are in the Service Metrics.
https://www.ebay.com/sh/performance/service-metrics
iamalwaysright
OP1 year agoGood looking out, thanks for the reminder. I’ll definitely do this. Honestly I never even think about using eBay anymore as these types of cases are so few and far away. Or because I’m too lazy to remember.
BTW, don’t you think eBay should raise that $6 limit to a higher number by now? I mean like how many times did USPS raise their prices since that $6 limit was put into place?
wastingtime101
·1 year agohaha you took the thought right out of my head.
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@mamacassidy - Seller Hub > Performance > Service Metrics
mamacassidy
·1 year agoYou mentioned getting dinged for the INAD. Is there a place on your dashboard where you can see these dings, or are these ebay's behind-the-scene metrics? If these are behind-the-scene, is there any way for us to know where we stand on this 'naughty list'?
I had an INAD return request a couple of weeks ago, but then the buyer decided they wanted to keep the item, so they closed the return (I didn't refund or do anything, I was just waiting for the item to be shipped back).
Does anyone know if a ding like that stays on your account? And how long do these dings get held against us?
mam98031
·1 year agoYou aren't aware of how to track the health of your account? I would encourage you to stay on top of this so that you can be proactive if you see a problem coming instead of waiting to be reactive.
Here is a link to your Seller Dashboard. This is where you track Defects.
https://sellerstandards.ebay.com/dashboard?region=US
Here is a link to your status with the Service Metrics. The INAD you noted above would be represented in these numbers.
https://www.ebay.com/sh/performance/service-metrics
mamacassidy
·1 year ago@mam98031
Thank you!
I was aware of the dashboard and the defects, but I wasn't aware of the service metrics link.
I appreciate it!
mam98031
·1 year agoGlad I could help !!!
chapeau-noir
·1 year agoThe ding stays no matter what.
mam98031
·1 year agoOccasionally they do allow a ding for an INAD to get removed from the Service Metrics. But it is rare.
It is likely 12 months for you like your other stats.
You really should read the policy on the Service Metrics as it is an important policy that only benefits you to understand.
https://www.ebay.com/help/policies/selling-policies/service-metrics-policy?id=4769
mamacassidy
·1 year ago@mam98031
Again, thank you.
I guess I should have known about this since I've been selling for a while now, but I've had so few INAD returns (knock on wood) that I didn't even think about it.
But I'll definitely be keeping an eye on it from now on.
a_c_green
·1 year agoSomebody correct me if I'm wrong, but doesn't eBay require a photo from the buyer for some categories of return request? This buyer probably keeps that image on hand for just such an occasion.
mam98031
·1 year agoYes. I really like this change.
If you get a buyer that insists they can't or don't know how to upload a picture, have them contact Ebay. They will help them through the process.
iamalwaysright
OP1 year agoIf this change is site wide, every seller should be able to start a folder of weird return pics sooner or later lol.
mam98031
·1 year agoIt is site wide and has been for at least a year, likely more. It isn't new nor is it being rolled out. It has been with us for awhile now.
titipeo
·1 year agoYour response is to say please return for full refund. Otherwise eBay will side with buyer, refund them and let them keep the item.