I plan to file in small claims on this one to test the waters for a class action which I believe has to be brewing with eBay’s AI failures that, via the forums, appear to be widespread. No matter the terms of service, a corporation still cannot out and out slander a customer just because they have not come close to managing their AI customer service protocols. "Item not as described case closed without seller resolution." This latest eBay customer service fiasco had nothing to do with "Item not as described" as has been recorded as a defect on our account. Just one of many falsehoods regarding this case and will cause us to lose Top Rated Seller Status which we have had and earned for a long time.
We sell Therm-a-Rest Sleeping Pads. These are relatively lightweight expensive sleeping pads that are used in the backcountry by hikers and climbers. The subject transaction involves a particular size and model that retails for $240. We sold it for $180 on June 5th. The buyer returned it on July 1st with the reason stated "Just didn't like it" which of course is their prerogative. However, what we received on July 1st was an old used pad, not even the model or size that we sold them. They added their old pad to make the weight right, I guess. In any regard, a simple buyer theft situation which we knew eBay would not do anything about, but we reported and blocked the buyer as well as opened a case on July 1st to at least make eBay aware of a fraudulent return. On July 2nd we received the following correspondence from eBay. "Thanks for letting us know about a buyer who may have been violating our policies. Here's a summary of your report. Buyer returned a used pad, not the new pad sold. They kept the new pad received and sent us a much older used pad. Buyer theft." On July 2nd we received this poorly worded AI response which of course contradicts itself. "Thank you for contacting eBay Customer Service regarding the "Therm-a-Rest NeoAir XTherm NXT Sleeping Pad " (256961976382). My name is Tricia Mae, and I will assist you with the best possible option to get your issue resolved. Here are the details I was able to capture from the transaction as of now: ·The buyer has kept the brand-new pad that you've sold and replaced it with an old used item ·You want to report the buyer for theft and know get this sorted. We’ve reviewed this case further. We see you’ve stated that you received an empty parcel. We take potential fraud seriously. What you are claiming would be considered fraud. However, as we don’t handle items directly, we’re unable to make that determination."
Typical and expected right? No worries, but we refuse to pay eBay the seller fees on a theft transaction. This was the message we received on July 3rd. Notice how AI now states that the buyer opened the case, not us, and they did it not for their stated reason of "Just didn't like it" but now "they did not receive the item." The contradictions do not end there. "Thank you for contacting eBay Customer Service about the item Therm-a-Rest NeoAir XTherm NXT Sleeping Pad R (256961976382). I understand that you wanted a refund on the fees. I appreciate you reaching us on this matter. My name is Gelyne and I am here to assist you. I’ve checked the case details and noticed that the buyer opened the case as they did not receive the item. Please understand that once a case has been opened, if the seller resolves the issue for the buyer within 3 business days, the seller will qualify for an automatic final Value fee credit." (Notice I supposedly at least still had 3 business days to refund the buyer and receive a refund of eBay’s seller fees.) This message continues and contradicts itself even more...."As the case was not resolved mutually and eBay had to step in, the fees will remain on your account. Please know that whenever eBay is asked to help in resolving a transactional issue this creates and impacts buying experience. For future transaction, we always encourage the trading partners to resolve the matter mutually. When you resolve the issue before the buyer asks eBay to step in (yet another of many falsehoods/contradictions, we the seller asked eBay to step in, not the buyer) – it not only ensures that you do not receive a defect, but also displays your excellent customer service to the buyers. Thus, we encourage the members to come to a mutual resolution during the seller make it right period."
Later on, during July 3rd, eBay AI tries to correct itself woefully yet again. "Thank you for contacting eBay Customer Service regarding the "Therm-a-Rest NeoAir XTherm NXT Sleeping Pad R" (256961976382) that you sold. My name is Jonah, and it will be my pleasure to assist you further. Here are the details I was able to capture from the transaction as of now: The details that as provided by the last representative was incorrect as the buyer returned a used item. You wanted to appeal the case. We are very sorry for the confusion with the other representative. I am more than happy to review and check what options we have for you. eBay’s return process is designed in a way that when a buyer returns an item, they are entitled to get a refund. Since eBay doesn't have any physical contact with the item, we are not in the position to determine who caused the problem. Please understand that we have kept our original decision since the return tracking shows successful delivery. "
The seller, us, opened the case regarding obvious fraud. We all know eBay will not make us whole regarding theft. That is not the issue. The issue is eBay profiting from such fraud and even more importantly, their AI absolutely cannot get any of the facts right, contradicts itself all over the place and finally, to add salt to the wound, is holding us responsible for a selling defect?! Wow. This is going to be an interesting case in court and I have the time. We be back with the results.
