Community Chat, April 4th from 1pm Pacific - General Topics

[alan@ebay]

Hi Community!

Please join The Community Team here on Wed April 4th at 1 pm Pacific for a one hour Q&A chat. We do not have a set topic, so please share your buying & selling questions.

Chat with you then

*Keep in mind the Community’s Rules of Engagement when you post. Non-constructive/disrespectful posts will be removed by our moderation team so that the thread can focus on a productive discussion. 

[dtexley3]

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tyler@ebaywrote:

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@dtexley3wrote:

Recently a poster reported that when they had purchased an item from a seller and not left feedback they eventually got a message/email from eBay that asked if they needed to return the item, rather than a message to leave feedback if they liked the item.

Does eBay send out such a message?  Sellers get nastygrams if they have too many returns, and we've been told that communications after the sale and returns will be added to DSR's soon.  Why would eBay PROMOTE a buyer returning an item?

Thanks.

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Hi @dtexley3 - I'm not aware of any emails that we send that advise or suggest returning the item instead of leaving feedback. On my personal account I recently got the standard reminder message about leaving feedback after 30 days. Something along the lines of 'How are you liking XX?". 

If a different email is being sent advising buyers to return items please page one of us to the thread so we can do more digging. Thanks!

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I tagged the thread and and made the request if they got another to post the content for "critiquing" "comments" 

[Anonymous]

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@tunicaslot wrote:

Hi guys! 

Late to the party as I was busy listing - but I hope everyone had a nice Easter - and Alan hoping the root canal issue is improved.

I can't find the thread now - but someone had posted how when they called CS to argue about a SNAD return req - which they could prove was a remorse return through messages with the buyer - the CS rep told them that they could not change any req in the future and that the SNAD would stand. I've found CS to be more seller friendly within the past year and am wondering if this change - if it's true - is due to wanting sellers to enroll in free returns so that Ebay won't have to be a mediator anymore?

Many sellers were concerned and I'd just like clarification.

I also have to say that the youtubers are doing a great job promoting Ebay Open and the differnet groups on Facebook are already excited about it. 

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Hi @tunicaslot, we are working to get some more information for everyone on this topic soon. We will update the boards once we have more details from the appopriate teams.

[*coins]

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@vrykalakwrote:

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@*coinswrote:

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@vrykalakwrote:

"If a members response helped, please give it a Helpful. If you are the author of a thread and one member's response resolved your question, please click 'Accept as Solution.' More on Accepted Solutions "

Today for the first time, I actually looked for this option. 
The "More on Accepted Solutions" page said it should be on the bottom left, under the Helpful flag...but it isn't. ?.

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Are you for sure the OP?

Also, I see it above the helpful thumbs-up on every thread that I have started.

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@*coinswrote:

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@vrykalakwrote:

"If a members response helped, please give it a Helpful. If you are the author of a thread and one member's response resolved your question, please click 'Accept as Solution.' More on Accepted Solutions "

Today for the first time, I actually looked for this option. 
The "More on Accepted Solutions" page said it should be on the bottom left, under the Helpful flag...but it isn't. ?.

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Are you for sure the OP?

Also, I see it above the helpful thumbs-up on every thread that I have started.

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Nope. Not there. 
Nothing between "Add tags" and the "Helpful" box.
I'm using Chrome. Does that make a difference?

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Must be a glitch then.

[vrykalak]

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Hi @vrykalak, I double checked on this and if you are began the thread, you will have the option to mark a response as a solution. If you have a thread where you are not seeing this option, give us the URL so we can take a closer look!

Here's the URL:
https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-April-4th-from-1pm-Pacific-...

[labs118]

@mam98031
Sorry 
You confused me then because you said. (If I were to offer Free Returns) so yes free return but then posted
If I What if I do free shipping? to me that meant outbound as Return is free shipping already

[Anonymous]

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@tunicaslot wrote:

So sorry Trinton - took me so long to compose my question that it's already been answered - TY

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No problem, @tunicaslot. Sometimes when I am writing a reply another member of the Community comes in and answers 

[mam98031]

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@labs118wrote:

@mam98031
Sorry 
You confused me then because you said. (If I were to offer Free Returns) so yes free return but then posted
If I What if I do free shipping? to me that meant outbound as Return is free shipping already

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Sorry I confused you.  With respect, if you don't take it out of the context of what I wrote, you'd see that I was talking specifically about Buyer Remorse Returns..  

[*coins]

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@vrykalakwrote:

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Hi @vrykalak, I double checked on this and if you are began the thread, you will have the option to mark a response as a solution. If you have a thread where you are not seeing this option, give us the URL so we can take a closer look!

Here's the URL:
https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-April-4th-from-1pm-Pacific-...

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That link goes right back to this chat, fyi.

[vrykalak]

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@*coinswrote:

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@vrykalakwrote:

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Hi @vrykalak, I double checked on this and if you are began the thread, you will have the option to mark a response as a solution. If you have a thread where you are not seeing this option, give us the URL so we can take a closer look!

Here's the URL:
https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-April-4th-from-1pm-Pacific-...

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That link goes right back to this chat, fyi.

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Yes, I'm talking about posts to this chat.
At the bottom of every message it says to Accept as Solution if a comment answers my question, but the option isn't there.

[wamegun]

I am curious if we can expect or hope for any changes to the existing feedback policy to align more with the sellers return policy? It is extremely unsettling to be "award" a red donut on day 59 when a customer request a return for an intimate item they used (was new) and decided they didn't like.  I offer 30 returns but being dinged on the last possible day by a special buyer was not fun.

Also, a suggestion I have, if a customer charges-back an item after purchase, that it rolls over to their ebay account somehow. If I were to chargeback an item with a company, in most instances, I am restricted from buying anything else until that problem is handled. Especially when it can be proven the customer received the item(s) in question and their account was not subjected to fraud.

[castlemagicmemories]

Could that be because you are not the OP of this thread?

Just a thought.

[alan@ebay]

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@*coins wrote:

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@vrykalakwrote:

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@*coinswrote:

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@vrykalakwrote:

"If a members response helped, please give it a Helpful. If you are the author of a thread and one member's response resolved your question, please click 'Accept as Solution.' More on Accepted Solutions "

Today for the first time, I actually looked for this option. 
The "More on Accepted Solutions" page said it should be on the bottom left, under the Helpful flag...but it isn't. ?.

---

Are you for sure the OP?

Also, I see it above the helpful thumbs-up on every thread that I have started.

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@*coinswrote:

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@vrykalakwrote:

"If a members response helped, please give it a Helpful. If you are the author of a thread and one member's response resolved your question, please click 'Accept as Solution.' More on Accepted Solutions "

Today for the first time, I actually looked for this option. 
The "More on Accepted Solutions" page said it should be on the bottom left, under the Helpful flag...but it isn't. ?.

---

Are you for sure the OP?

Also, I see it above the helpful thumbs-up on every thread that I have started.

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Nope. Not there. 
Nothing between "Add tags" and the "Helpful" box.
I'm using Chrome. Does that make a difference?

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Must be a glitch then.

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Hi @vrykalak,

As we're about to run out of time, if you'd like to post a thread re what you're seeing on the following board I'll take a look: https://community.ebay.com/t5/Community-Platform-Feedback/bd-p/CommunityNews

Thanks!

[*coins]

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@vrykalakwrote:

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@*coinswrote:

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@vrykalakwrote:

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Hi @vrykalak, I double checked on this and if you are began the thread, you will have the option to mark a response as a solution. If you have a thread where you are not seeing this option, give us the URL so we can take a closer look!

Here's the URL:
https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-April-4th-from-1pm-Pacific-...

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That link goes right back to this chat, fyi.

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Yes, I'm talking about posts to this chat.
At the bottom of every message it says to Accept as Solution if a comment answers my question, but the option isn't there.

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That is because you did not start this thread.

You can still give people helpfuls if you like what they say.

[Anonymous]

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@mam98031 wrote:

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@Anonymouswrote:

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@mam98031wrote:

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@Anonymouswrote:

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@mam98031wrote:

Question regarding how a buyer selects the reason for a Return Request.

Let’s say I have a buyer that I’ve been communicating with in M2M regarding an issue the buyer is having with an item they purchased from me.  In the course of these communications the buyer clearly states that they want to return the item because it is just not what they really wanted or some other buyer remorse reason. 

Then the buyer goes and opens up a request for a return but they do not use one of the BR reasons, they file it as a SNAD.  This happens to sellers all the time.  But in this case let’s keep in mind that the seller has clear evidence via M2M that this is a BR claim and the buyer has tried to game the system/seller by filing it as a SNAD.

When there is clear evidence and I do mean clear, not subjective, that the buyer filed for the wrong type of return, why can’t sellers call and get this SNAD closed or changed to a BR return?

What  is it that Ebay expects sellers to do in a case like this?  What are a seller’s options to get this changed as the two types of claims carry a different process for most sellers?

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Hi @mam98031! We have contacted the appropriate teams about the process these kinds of returns are subject to. Once we have more information to share we will update the boards, no problem! In the meantime, I recommend that any seller who runs into this situation contact Customer Service to have the details reviewed for appropriate next steps.

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While in it sounds logical to give a call to Ebay.  Some of us are finding that idea is not necessarily in the best interest of the seller in cases like this.

Twice in the last month my friend has had a case similar to what is described here.  Unfortunately I advised her to call Ebay to see what could be done with it.  The CSR said there was nothing they could do to help.  And even though the seller was clear with the CSR they did Not want the Request escalated, that is exactly what the CSR did.  And within moments the case got closed in the favor of the buyer before the seller could even call Ebay back to see what went wrong.  

More and more it appears that CSRs are escalating Requests when sellers don't want them escalated, they are merely calling for some assistance.  Instead they are getting more issues to deal with.

My friend did appeal the case and it was reversed, but the buyer did get their money back in full and it was Ebay that refunding the seller.  My guess is that this should be getting pretty expensive for Ebay.

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Hi @mam98031@, definitely not the kind of experience we want sellers to have when calling in for advice. Feel free to @mention a member of the Community Team if you see these experiences on the boards and we can have the call reviewed for appropriate action and coaching as needed.

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I did that.  I actually sent an email directly into askcommunity about a week ago, but I got no answer.  I don't think I sent it to your attention, but it may have been or it was Tyler.  My mind is just not recalling at this point.

This however isn't a new thing.  I personally have heard this complaint on the weekly chat before.  This is not just a one off problem.  It is on going when using the call center.

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Hi @mam98031, tyler@ebay and I will take a peek for your email in case we missed something. Sorry if it slipped past us!

[labs118]

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@vrykalakwrote:

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@*coinswrote:

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@vrykalakwrote:

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Hi @vrykalak, I double checked on this and if you are began the thread, you will have the option to mark a response as a solution. If you have a thread where you are not seeing this option, give us the URL so we can take a closer look!

Here's the URL:
https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-April-4th-from-1pm-Pacific-...

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That link goes right back to this chat, fyi.

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Yes, I'm talking about posts to this chat.
At the bottom of every message it says to Accept as Solution if a comment answers my question, but the option isn't there.

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You can give helpful on any posts you cannot accept as a solution unless the Thread/Post was started by you.


Edit
slow typing corner, others answered