Cases automatically get closed no matter what

[etceterathree]

Anyone else have issues with eBay automatically close in cases in buyers favor when clearly they’re in the wrong. I called eBay at first sign an agent “assured me“ that it would close in my favor because clearly buyer was in the wrong. But, when you wait, the required business days, case automatically gets closed, and it’s always in favor of the buyer, even though they’re in the wrong. How about sellers rights? 

[inceptions]

You haven't provided enough information about the problem you had to comment on it. What was the situation?

[etceterathree]

I listed 3 rings in costume jewelry category and clearly stated they were costume jewelry in description. Buyer bought the 3 rings for $15 then opened case because they were not real diamonds. She said she didn’t read description and besides that she just wants to return them. I contacted eBay because buyer became rude and was assured case would close in my favor, but must wait required business days. At midnight of deadline, case was decided buyer could return at my expense. Called eBay again and agent again said I did everything right, she is closing case in my favor, don’t need to do anything else, an email will follow. It never came, so called back and agent said I did everything right but they’re gonna let buyer return. Spoke with supervisor explaining buyer is a using not as described return policy as it was exactly as described and agents told me case would close in my favor. Supervisor said she will use it as a learning experience for agents to not give wrong info but buyer can still return at my expense!!

[inceptions]

The correct course of action is to accept the return, hold your nose and refund, then report the buyer for mis-use of the return process. This option is found in the dropdown next to the Order transaction.

[etceterathree]

Agents shouldn’t give false info and lie to you and tell you case was closed in your favor, nothing else you need to do. Why do they get to lie and it’s okay? I’ve been an eBay since it’s conception over 20 years, getting worse and worse.

[inceptions]

You're correct. Agents shouldn't give false information. I expect that the agents were just not well-informed and gave you bad info - rather than choosing to lie to you. I guess the positive out of this is that the supervisor is going to take this opportunity to do additional training with the agents.

For the future, you can always come here to the Mentor community board for help rather than going through eBay support. We can help with most questions, but if it's something that needs to come from eBay, we'll direct you there. The mentors are experienced buyers and sellers with deep knowledge about policies as well as vast practical experience. That is not something you are going to receive from customer service reps who likely have limited experience and mostly read responses from scripts.