customer service

[brahut76]

How are sellers supposed to talk to a service agent? Millions of sellers and not a single agent to talk to?

I'm being scammed by a buyer and the automated garbage is allowing the scammer to return an item that they already left positive feed back for, saying "This thing is great!" 2 weeks later send me a pic of the item smashed and telling me he wants a refund because it arrived smashed. Ebay auto return is allowing them to return it and is holding $350 from me. No customer service is unacceptable. 

[comics-scifi-collectibles]

@brahut76   I hate to be the bearer of bad news but talking to CS will not change the outcome.  Feedback is not taken into account for refund requests.

If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.  

The eBay Money Back Guarantee overrules your returns policy.   Your return policy only applies if the buyer files a buyer's remorse return:  Doesn't fit, changed mind, etc.  

If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.

If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:

https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&quer...

Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns.  The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.

Seller protection: https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Sel...

If you wish to talk to customer service the select Contact US and then type AGENT in the chat box at the bottom of this help page:

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Sel...

[brahut76]

I hate to brake the good news to you but I won my case and I got to keep 100% of the money and the item was returned.  My return policy was and always has been free returns.

A buyer that leaves positive feed back saying "This thing is great! awesome thank you" then 2 weeks later claims the item was smashed all to pieces when they opened the box that has just been sitting on their shelf, then claims item not as described, they get kicked off of ebay, I keep the money and the broken item that was returned. Not as cut and dry as you may like it to be. Have a wonderful Day!

[comics-scifi-collectibles]

@brahut76   That's awesome that you were in the less than 1% that won an appeal.   Glad you didn't have to refund the buyer.  

[brahut76]

Thanks, it was my 3rd win on an appeal. 3 for 3. When you are honest and in the right, that is how it should be. Anyone can claim "item not as described" and it is unfortunate that 99% of the time the seller is on the losing end. Seems absurd to not look into every single case by a "per case" situation.  A buyer always wins policy is a garbage policy to have and should be removed. So many scammers out there getting over on sellers because of the lack of effort or respect to who makes ebay successful, it's the sellers not the buyers who make this selling platform the #1 selling platform on the web. If there were no sellers there would be no ebay. Customer (seller) service and protection for the seller is the only complaint I ever have and thousands of others sellers feel the exact same way.  Better protection for the sellers is a must. It only takes 5 minutes at looking into a case to see what is actually going on and who is in the right or wrong. Lack of respect and flat out laziness is what it comes down to in my opinion.