eBay

babclassics · ‎04-15-2018

Had a normal return opened by buyer. Heavy item, USPS label $63 Fedex $32. I was in the process of talking to the buyer when i called ebay help desk to ask about cost of an eBay generated return shipping label. The help on this matter is wrong and i wanted to verify the cost for return label IS more even tho the return help says it is not more. After that phone talk with a shipping specialist we agreed i would upload a FedEx return label in the OPEN RETURN. All was good, normal open return, NO CASE and i started creating the FedEx label.

A few minutes later i look and a case was opened and closed against me by the sytem. Neither the buyer or the seller (me) requested any case, all was fine until the call, then the case just magically appeared! Return was only 2 days old. The system instantly decided in the buyers favor. The buyer was never involved! Either the system or one of the agents I was talking to?? opened a case without my knowledge or approval. Ebay issued the buyer a USPS return shipping label which will cost me $63.

Called eBay back immediately. Talked to them for about 30 minutes. They finally agreed this is a system bug that has been happening lately. They can NOT remove the defect (maybe later). They can NOT re-open the return so i can upload a label withing the return messaging. The buyer is totally confused and will likely leave negative feedback. The buyer will likely use the USPS label before i can personally email them a fedex return label ($32 versus $62). Can't use the return process to send them the label either since the sytem accepted the return an generated a USPS label FOR ME.

The last agent I talked to actually did try to help and recorded the incident but it is too late now. The buyer and the system are confused. There is no way to undo this. This is a totally unacceptable situation! Now I have to spend hours and $$$ to undo the damage. May also lose my TRS.

I am appalled and venting so excuse my rage. Please watch out that this does not happen to you.

NEVER call the help desk regarding an open return. YOU WILL GET BURNED.

babclassics · ‎04-15-2018

@babclassics wrote:
tyler@ebay trinton@ebay

Had a normal return opened by buyer. Heavy item, USPS label $63 Fedex $32. I was in the process of talking to the buyer when i called ebay help desk to ask about cost of an eBay generated return shipping label. The help on this matter is wrong and i wanted to verify the cost for return label IS more even tho the return help says it is not more. After that phone talk with a shipping specialist we agreed i would upload a FedEx return label in the OPEN RETURN. All was good, normal open return, NO CASE and i started creating the FedEx label.

A few minutes later i look and a case was opened and closed against me by the sytem. Neither the buyer or the seller (me) requested any case, all was fine until the call, then the case just magically appeared! Return was only 2 days old. The system instantly decided in the buyers favor. The buyer was never involved! Either the system or one of the agents I was talking to?? opened a case without my knowledge or approval. Ebay issued the buyer a USPS return shipping label which will cost me $63.

Called eBay back immediately. Talked to them for about 30 minutes. They finally agreed this is a system bug that has been happening lately. They can NOT remove the defect (maybe later). They can NOT re-open the return so i can upload a label withing the return messaging. The buyer is totally confused and will likely leave negative feedback. The buyer will likely use the USPS label before i can personally email them a fedex return label ($32 versus $62). Can't use the return process to send them the label either since the sytem accepted the return an generated a USPS label FOR ME.

The last agent I talked to actually did try to help and recorded the incident but it is too late now. The buyer and the system are confused. There is no way to undo this. This is a totally unacceptable situation! Now I have to spend hours and $$$ to undo the damage. May also lose my TRS.
I am appalled and venting so excuse my rage. Please watch out that this does not happen to you.

NEVER call the help desk regarding an open return. YOU WILL GET BURNED.

Quick follow up - forgot the mention the additional side effect of the case being opened in error (instead of being a normal return) is that i now have NO OPTION to inspect the item upon return and issue a partial refund! As soon as tracking shows the item delivered ebay sytem will issue a full refund including return shipping. At least that's what the case says right now:

"

We asked the buyer to return the item to you for a refund.

When the tracking details show that the item is delivered, we’ll refund the buyer. As a result, we'll either debit your PayPal account or charge your reimbursement payment method."