Community Chat, August 28 @ 1:00 pm PT - Seller Protection

[alan@ebay]

Hi eBay Sellers! 

This Wednesday, join us here for a Community Chat dedicated to the topic of Seller Protection.
 
The Seller Protection team will be here to answer questions submitted between 1-2 pm PT. During the chat hour, eBay staff will answer your questions in real-time. At 2 pm, the thread will close. We'll work through any unanswered questions after 2 pm.

See you then! 

How the Q&A chat works:

This discussion thread will open for replies at 1 pm PT. When the thread opens, you can ask questions by clicking the 'Reply' button.

[alan@ebay]

Thanks for joining us. The chat is now open.

[divwido]

Since No one is here and I cannot seem to access the Community Mentors link-What new protections do sellers have?

[mr.elmwood]

I sell used car parts from Canada 19 out of my last 20 "return" requests have been fraudulent. People buy the wrong part, claim "doesn't fit", eBay forces a refund, then adds up all the fake return requests and tells me I am a bad seller. Explain that to me.

[coinslabz26]

Everyone at ebay seems to have a different idea of when and how seller protection can be applied. Yet when we have a problem with buyers I am usually told nothing can be done.

In my most severe case I had a buyer open a return for SNAD with buyers remorse reasons. I blocked the buyer. The buyer used a second account to buy again and open a SNAD return with a buyers remorse reason. I blocked him again. Then the buyer is now back on a 3rd name. No return yet but nothing to stop him. What sort of protection is available for this type of buyer?

Customer support has easily verified this since he used the same shipping address on all tree accounts. They taken a report but he still keeps coming back and damaging my service metrics and they tell me there is no way to remove them.

My next question is how and when will be start to be able to dispute buyers remorse SNAD claims?

[mikeyjt_123]

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@divwido wrote:

Since No one is here and I cannot seem to access the Community Mentors link-What new protections do sellers have?

---

Hi @divwido ! Thanks for the question! 

Top Rated sellers who reside in the US will be eligible for extra protections on items listed through ebay.com that offer returns.  They don't need to be Free Returns.

These extra protections include (1) Protection for Items Returned, Used or Damaged, and (2) Protection from False Item Not as Described Claims.

For #1 - You can give a partial refund and we will automatically remove any feedback and defects - you don't have to worry about the buyer.

For #2 - If you report the buyer for a false Item Not As Described claim, we will subsidize the return shipping cost (up to $6).  We will also automatically remove feedback, defects, and the open case from Service Metrics.

Does that help?!

[alcoforever]

Correct me if I'm wrong but don't most if not all of the recently announced seller protections apply only to TRS sellers?

[mr.elmwood]

The second part has become rampant, to me. 19/20 are buyer remorse from buying the wrong part. eBay blames me. Why, Seller Protection Team, are you blaming coins and I?

[mam98031]

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@mikeyjt_123 wrote:

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@divwido wrote:

Since No one is here and I cannot seem to access the Community Mentors link-What new protections do sellers have?

---

Hi @divwido ! Thanks for the question! 

Top Rated sellers who reside in the US will be eligible for extra protections on items listed through ebay.com that offer returns.  They don't need to be Free Returns.

These extra protections include (1) Protection for Items Returned, Used or Damaged, and (2) Protection from False Item Not as Described Claims.

For #1 - You can give a partial refund and we will automatically remove any feedback and defects - you don't have to worry about the buyer.

For #2 - If you report the buyer for a false Item Not As Described claim, we will subsidize the return shipping cost (up to $6).  We will also automatically remove feedback, defects, and the open case from Service Metrics.

Does that help?!

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For #2 is that automatic.  We just file and this happens or is there a process?  If there is a process, how long will that process take on the average for Ebay to review and determine the outcome?  Or does it just happen because the seller says it is an abuse of the return system?

[sj125690]

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@mr.elmwood wrote:

I sell used car parts from Canada 19 out of my last 20 "return" requests have been fraudulent. People buy the wrong part, claim "doesn't fit", eBay forces a refund, then adds up all the fake return requests and tells me I am a bad seller. Explain that to me.

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@mr.elmwood If you believe the buyers are falsely claiming the items are not as described, please report this behavior through the Report a buyer flow. 

Service Metrics measures a seller’s performance with returns and open claims from buyers.  We are aware that it’s possible for buyers to falsify or exaggerate claims. The performance evaluation is designed to account for these false claims.  Sellers will be treated fairly on their claims through our peer profiles so that all sellers are evaluated on an even playing field. Additionally, we are actively protecting sellers from claims and negative impact to sellers from abusive buyers. 

[mr.elmwood]

" sellers who reside in the US"

So, this is an eBayUSA thread and not a com thread?

[selecttech]

Im fairly happy with the new seller protections. Im a fan of the new help and contact format for submitting defect removals. Quick and easy. 

One thing I notice in the new returns format is there isn't an option for opening a case when a buyer returns an item that does not meet return conditions, or a different product entirely. I have only an option to refund 50%. Maybe add that option to escalate a return back in? 

Thanks!

[divwido]

perhaps.  I only ask since today someone I considered to be good customer threatened to leave very bad feedback about a line in a plate.  But then I pointed out to her that the line was shown in the first picture.

She went from threats to Oh, I do see that.

I blocked her anyway.  But now, had she done that knowing the plate shows a line in the listing-would you have removed the feedback?

[citystamps]

Dear Sirs,

I would like your opinion on a recent (2 weeks old) case I had with a buyer.

Some facts first:

I am seller since 1999 with 51000+ (singe items (collectibles)) transactions with 100% positive feedback and the buyer was a 6 months old member, with 24 feedbacks. The  communication was through eBay messages only.

I will try to keep my story as short as possible

Buyer buys a banknote from me, for $700, before paying asks curious questions, (he had a reason as you will find at the end,) about the originality of the banknote (WHICH BY THE WAY WAS 100% UNQUESTIONABLE).

Pays the $700 + shipping…., Receives the banknote and again claims that it is not original…, then opens a return request….., I accepted the request in 20 minutes later…….., but he leaves a NEGATIVE feedback.

I send him a revision request, since I accepted his return, and he tells me that he will revise the feedback as soon as he will get his FULL REFUND. He sends a “letter” back to me with tracking info.

Since I found his “behavior” suspicious I googled him and found out that he was a convicted criminal in his country, (he made a scam in order to steal Government Money - you can check this out on your own).

I received his “letter” and I used a camera to live record the opening of the envelope. Once I opened it i found only a PHOTOCOPY of the item I had send him.

I immediately contacted him and told him I received a PHOTOCOPY. I demanded to immediately close the case he has opened, otherwise I would have to inform EBAY and the POLICE about the fraud.

Unfortunately, he did nothing and the next day I went to the eBay case he opened and the ONLY OPTION I had was to CONFIRM RECEIPT of the item.

When buyer posted the “letter” EBAY was warning me that “Please wait for the item to arrive and inspect it before issuing a refund”.

Since there was NO OTHER OPTION for me, I called eBay for HELP, in order to present the EVIDENCE I had of his SCAM. I requested further instructions from eBay IN ORDER TO RULE IN MY FAVOR AND CLOSE THE CASE.

For 1 hour and 5 minutes I was talking with an EBAY REPRESENTATIVE (EXPERT) and I explained her that I had the scans of the ORIGINAL item I send him, I had photos of the envelope I send him showing the exact weight in milligrams, I also had a video recording of OPENING his ‘letter”. I had also scanned, using the same scanner and resolution the PHOTOCOPY he has send me, and furthermore I HAD MY PRISTINE 20 YEARS EBAY PRESENCE and 51000+ TRANSACTIONS against his 6 months presence  and suspicious behavior, plus his blackmail via negative feedback.

What happened in 1 hour and 5 minutes talking to the EBAY EXPERT REPRESENTATIVE? (I have the phone call record if anyone of you is interested) …. NOTHING!!!!!

BUYER HAS 100% RIGHT AND I HAD TO PROVE THAT I AM NOT AN ELEPHANT.

NOTHING COUNTS TOWARD A BUYER OPENS A RETURN REQUEST.

HE CAN SEND A PHOTOCOPY BACK AND EBAY CAN DO NOTHING TO PROTECT THE SELLER !!!!!!

I told the lady that I had all the evidence …. NOTHING …… I told her that I was hoping that EBAY will instruct me to go to the POLICE and file a claim against the buyer and then upload the file record in order to rule in my favor …. NO SIR…. I asked her if she wants me to send the VIDEO of the opening of the letter….NO… speak with a supervisor ….NO ..

What eBay Instructs me to do then ????

“You can contact your buyer and ask him to send you the original item…. Or ask him to send you the money…. “ WOULD A CRIMINAL WHO WENT TO JAIL AND HAD THE NERVES TO SEND ME BACK A PHOTOCOPY OF MY ITEM “hear” my requests ????? WHAT DO YOU THINK ????

What other option do I have I asked…. ????

No other option than to refund the buyer eventually she told me.

Try to contact your buyer and short it out.

“What will happen in case I leave the case open”,  I asked…… “you will eventually get a PENALTY for not shorting the matter out….”

And during our 1 hour and 5 minutes conversation while I was speaking to the EXPERT I informed her that I pressed the blue button ITEM RECEIVED … and then of course THE ONLY OPTION AVAILABLE was a BLUE BUTTON “REFUND THE BUYER”

That is what I did during the conversation under guidance of the EBAY EXPERT.

I LOST MY VALUABLE ITEM AND MY $700…. VIA A SCAM BUYER under the ebay BUYER PROTECTION

20 years on eBay PRISTINE feedback 51000+ transactions FOR NOTHING !!!!!

WHERE IS THE SELLER PROTECTION IN MY CASE ???

WHAT DID I DID WRONG ????

I contacted PayPal afterwards in case they could help me out,  but unfortunately they could not help me since the case was opened on eBay. I have to mention here that a few years ago with a case almost similar on PayPal when a buyer returned only 1 banknote out of the 20 and I had it on tape …immediately PayPal instructed me to file a POLICE report and when I uploaded the report to PayPal, they ruled in my favor (that is why I videotaped the opening of the buyer envelope in this case also).

That is what I HAD EXPECTED from EBAY… .. INSTRUCT ME to report it to the FRAUD POLICE …upload the report and then CLOSE THE CASE IN MY FAVOR and further more BAN THE BUYER SO HE CANNOT DO THIS TO ANY OTHER SELLER AGAIN.

I reported the case again to ebay and reported the buyer and if you check the responses, I got from eBay help is to laugh with them…. NO ONE WAS READING WHAT I WAS WRITING TO THEM they just press the auto reply buttons :

“

“I understand you received only a photocopy and not the original  item. Further review reveals that you issued a refund voluntarily. Please be advice that we are unable to appeal a claim if seller issued  a refund.

As part of your seller protection, you are welcome to inspect the condition of the item once you get the item back. If the item was altered or it’s not the same as it was when you ship it, you can immediately contact us for further review.“

I wrote that I WAS INSTRUCTED FROM THE EBAY EXPERT AND ISSUED THE REFUND WHILE SPEAKING ON THE PHONE WITH HER , OTHERWISE I WILL LGET A PENALTY

I also DID NOT WANTED TO SEND A REFUND (not to mention that I had no other options in the case was BLUE BUTTONS “ITEM RECEIVED” & “REFUND BUYER”) THAT IS WHY I CALLED FOR EBAY HELP OR NOT  ???

WHAT SELLER PROTECTION ARE WE TALKING ABOUT ???

I SHOULD HAVE MY $700 back from EBAY … I PAY THOUSANDS OF US$ EACH MONTH ON FEES…..

[mikeyjt_123]

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@alcoforever wrote:

Correct me if I'm wrong but don't most if not all of the recently announced seller protections apply only to TRS sellers?

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Hi @coinslabz26 !

Thanks for calling this out.  You are right that some of our recently announced extra protections are for TRS sellers.  Remember that all sellers have protections, and any time a seller Reports A Buyer, we investigate that report - for all sellers.  We take these buyer reports seriously, and protect all of our sellers from abusive buyers.  When we find an abusive buyer, we remove feedback and defects for all sellers who have interacted with that buyer.

As a reminder, your current seller protections (TRS or not) are:

-An Item arrives late that you shipped on time

-An item is returned after it was opened, used, or damaged when you offer free returns

-You delivered on your service promises, but you received feedback or a defect that was not accurate

-A buyer changes their order or demands extras

Hope this helps!