Technical issues with website- Cases closed because the buyer asked us to step in LIES

[slipnslide123]

A few weeks ago I had two cases closed without seller resolution. 

Both cases were closed at 3:30am in the morning following an email stating that the buyer asked us to step in.  When I asked the buyer if they contacted ebay to close the case both buyers adamantly denied doing so. 

It's pretty obvious that eBay's case system is handled by a computer or AI so they don't actually have to pay anyone to do anything. Ok. That's fine.  BUT WHEN THE BUYER OPENS THE CASE WITH THE "I STILL WANT THE ITEM" WHY WOULD THEY AUTOMATICALLY CLOSE THE CASE? I was prompt to respond to all messages,  and the buyer was HAPPY TO WAIT! 

THE BUYER WAS NOT HAPPY THAT YOU CANCELED THE SALE WITHOUT THEIR REQUEST!

Both buyers immediately came back and purchased the item that I promptly shipped out once received from the manufacturer. One of the two left a glowing review with photos on my feedback!

This needs to change! It's an assenine and lazy way to operate eBay! You can do better! Quit outsourcing the important jobs to AI! It's ridiculous!

Now I'm looking at a possible below seller standards because of these two auctions. 

I've built my ebay reputation over 22 years and this is how it all ends. I'm not paying extra fees on sales because I'm below standard.  I'm taking my $89,000 in inventory and going elsewhere if this isn't resolved. 

The ebay rep i spoke to said "no problem,  I see what happened, I see that they came back and bought the same item because our system canceled it too soon" that was 5 days ago. 

[kensgiftshop]

Did you respond to the cases in the time Ebay gave you?

[tobaccocardyahoo]

@kensgiftshop  is probably on track for the solution.

Messages between you and the buyer are not a substitute for a proper and timely response to the case.

[12345jamesstamps]

Responding to a claim...naturally buyers would like the item as they state in the claim...all buyers usually say that.

On the last day of claim before it is escalated you have the option of refunding or eBay does it for you.

Leaving a claim open where buyer ask for a refund I wouldn't do that.

Usually seller would ask buyer to close the claim and not leave it open.

The buyer would say I am happy to wait...but buyer should close the case.

If buyer doesn't close case I just refund.

And when and if buyer receives item buyer can send the refund back to seller in Pay Pal.

Sorry this happened but with artificial intelligence you can expect the unexpected.

[stainlessenginecovers]

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@slipnslide123 wrote:

......Both buyers immediately came back and purchased the item that I promptly shipped out once received from the manufacturer......

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Sounds like you are listing/selling things that you don't have in hand- is that correct?

Also sounds like buyers open cases for 'item not received'?

[janet9988]

The buyer opened the money back guarantee case which guarantees a refund if the buyer does not receive the item. If the buyer was willing to wait then why would they open a case?

 You did not respond with tracking information ...ebay will refund

Policy is is clear.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[slipnslide123]

I did reply to all messages that they left,  I even uploaded tracking that I eventually used, but because ebays automated system didn't see any movement after so many days it automatically closed the case against the buyers wishes. 

I DMd the buyer and they adamantly deny asking ebay to step in, they were just looking for an update which is the exact opposite of what the email says regarding them asking ebay to step in. Pretty crappy how ebay is straight up lying to sellers.  THE BUYER DIDN'T ASK THEM TO STEP IN,  THEIR AUTOMATED SYSTEM DIDN'T DETECT ANY MOVEMENT WHICH IS OUT OF MY CONTROL.  After speaking with upper management it was confirmed that their automated system does this regardless of how patient the buyer is willing to be.  During the busiest shipping month of the year they should allow more time.  

It's a shame that I had to find all of this out first hand.  

22 years ive had this account.  Because of 3 out of about 900 transactions I'm forced to pay nearly 50% higher fees ?! All of which were shipped to customers in a timely manner,  were lost or delayed along the way, which is out of my control.  Crazy.  

I'll close my account before I do that! 

I filed a complaint to the BBB stating that ebay is utilizing deceptive methods to resolve cases with no recourse for sellers. A lie is a lie, time to hold eBay accountable for once!

[tobaccocardyahoo]

You have experienced some of the risks of selling merchandise which is not in inventory.

Even when the buyer appears to be agreeable to a delay beyond the delivery date shown on the listing, you cannot count on the Ebay system to allow you to breach the contract you have made without consequences.

You need to reevaluate your business model.