Regards,
mam98031 • Volunteer Community Member • Buyer/Seller since 1999
New Store opened and Insertion Fees still being charged:
Imagine what a rotten day I had when after several months I finally convinced my wife to convert to a store ... and then despite seeing the 250 Auction and 250 FP listings available Insertion Fees were still being levied. A phone call yielded absolutely NO credit for said fees and the advice she was given was to call back because the REP said they could not credit fees.
What an absolute crock, sorry but that's the truth. I need to know what departement she should ask for to get this straightened out and the fees credited???
@abfabvintage wrote:
@Anonymous
Hi, I sent a message to the IOS Board days ago and doesn't appear there is much activity there.
My brother has an Apple phone. I asked him to view my listings to see what I may have to revise to make it more Mobile viewable. He viewed one of my items, sent me an email with a screenshot: what he accessed said I offer No returns which appears at the beginning of the view and again below where it details returns info. I flipped out, looked at my item on my laptop/desktop and it shows I offer 30 day with buyer paying. I also checked every one of my listings. All have 30 day returns, buyer pays.
I then went to the Seller Board and another seasoned poster accessed my item from her Android. It shows the 30 days. I then had my brother look up another of my items: same thing.
I have not heard back from the IOS Board. This misinformation between mobiles leaves me liable that if a non-Android user sees no returns, I may not be getting sales for that reason. Need some kind of reply back from someone. And the seller board poster shot me some places to go to to see if perhaps my Bros phone was ???. He is a mobile geek, so no problem on his end.
Hi @abfabvintage, I've pulled up your listings in my iOS app and see that you offer 30-day returns. Was he seeing 'No returns' on the listing page or while viewing your items in search? Which item number did he see 'No returns' on?
@mam98031 wrote:
I've seen this reported off and on in threads, but I just had this happen to me.
I had a customer that I received their package back in the mail. Undeliverable as address and no forwarding address on file..
My customer is an active buyer on Ebay and when I contacted her she said that address was over 2 years old and has been receiving packages to her correct address for a long time. She has no idea why that old address suddenly came back to life. And of course I certainly don't know.
She is unhappy but understands that it is also not my fault. But again, what is bring old addresses back to life. Is it because Halloween is almost upon us??? LOL
@mam98031 zombies everywhere!
Not sure why this would happen, especially since we should be giving you the information the buyer selects at checkout and nothing else. Happy to take a look at the specifics of the transaction to see if anything stands out - I'll send you a request for more detail after the chat!
@vrykalak wrote:
The mention of a buyer being able to set how long a seller has to respond to an offer reminds me of an issue that came up a while ago.
Apparently, if a seller doesn't respond to an offer within 12 hours (or maybe 24) of the 48-hour life of the offer, eBay would label the seller as "Unresponsive" to offers.
If that is still true, I thoroughly object to it.
Not all sellers live at their computers, waiting to respond to offers. And sometimes a seller has to do some research to determine whether or not to accept an offer.
What good does it do anyone to label a seller as "unresponsive" if it takes a while to respond to an offer?
Hi @vrykalak - the test you are referring to is one that was done several months back. It generated a lot of input from the Community and we shared it with the team, who made changes to wording and the 'unresponsive' threshold based on that feedback. At this point in time I'm unclear on whether or not this test is still ongoing.
tyler@ebay wrote:
@mam98031 wrote:An important question came up on a thread that needs some clarification in regards to cancellations and issuing a return label.
Sometimes a buyer will contact a seller with an issue regarding a purchase. Maybe there is an issue and the buyer wants to return the item. Through M2M the buyer and seller agree to do the return. The seller provides a return label to the buyer from whatever source the seller has choosen. No formal SNAD is opened.
Once the seller gets the item back, what is the next step.
In the cancellation process we use to have a reason that stated the item was returned for refund. But Ebay has significantly reduced the reasons for a return and for something like this the only choice would be the buyer requested the cancellation. Which isn't completely accurate, but the only real option for sellers.
When there is no SNAD in place I've always advised seller that are working directly with they buyers to file for a cancellation once the item was received back by the seller, select the reason that the buyer requested the cancellation [as they did request the return] and issue the refund from the cancellation.
I have recently been told I'm incorrect by a couple of experienced Ebayers. So I'm just looking for clarification here. I have not read that we are required to have buyer's open a SNAD, so if that is correct, then why is Ebay REQUIRING a SNAD? Sometimes buyers don't want a claim for whatever reason they have. And they aren't in a seller's best interest to have the buyer open a SNAD. So as long as the buyer is happy, what is the proper process outside of the claims system?
Hi @mam98031 - this is a good question and I'm happy to clarify that eBay's stance on this is that any full refund must be processed through a cancellation or an eBay Money Back Guarantee request.
In a situation where a buyer wants to return an item and is communicative with you as a seller you should encourage them to use the Returns flow through their Purchase History section. This allows them to quickly access a label and keeps them accountable to send it back to you in our system.
Intentionally handling a return (remorse or not as described) as a cancellation is problematic and can result in inaccurate seller metrics and performance.
There may be times when a buyer takes things completely out of the loop - for instance, returning their purchase directly to you without any input or communication on eBay. Those should be one off scenarios and we'd want you to reach out to CS for help in navigating the specifics.
With all respect Trinton I am NOT going to ENCOURAGE any customer of mine to use the Claims process. I won't discourage them, but I won't encourage them either. Why in the world would I do that?? Especially now that Ebay holds it against me. And I can take care of them to the satisfaction of my buyer without one. I won't encourage them nor will I encourage other sellers to do this as it could damage their selling accounts.
I can "quickly" give them a return label to use without having a claim opened. I do not need a claim to issue a label. So if "quickly" is the goal, there is NOTHING lost by me responding and supplying the label without the claims system being involved.
"Intentionally handling a return (remorse or not as described) as a cancellation is problematic and can result in inaccurate seller metrics and performance." Why because the service metrics wouldn't have it represented in its numbers??? The Service Metrics isn't accurate anyway since it allows for incorrectly filed SNADs to be represented and it allows for SNADs opened in error to be represented. It isn't my job to make sure those numbers are correct, it is Ebay's. And I'm not going to submit myself to potentially a damaging Service Metrics if I can avoid it and if I'm providing perfectly good customer service to my customer.
I thought the goal was good customer service and happy buyers. Not all buyers want to go through the claims system. They are perfectly happy dealing directly with a seller that is willing to work with them and provide the service they desire.
So what policy REQUIRES a seller to advise their buyer to open a SNAD?
What policy REQUIRES a buyer to open a SNAD?
So are we saying that even if a buyer does not want to open a SNAD I am left with not being able to take care of them at all because Ebay whats everything to go through the claims system?
So if a seller provides customer service to their buyer that they WANT, the seller is left in the cold by Ebay because they shouldn't file a cancellation because Ebay wanted it through the SNAD system, therefore the seller while providing the customer service their buyer wanted is left to still pay the FVFs?
Sorry if this is a bit rough, but I firmly believe [as you can probably tell] that MY JOB is to provide proper customer service to my customer. And that goal is NOT always accomplished by Ebay's intervention.
