eBay

tyler@ebay · ‎10-11-2019

Hi eBay Sellers!

This Wednesday, join us here for another 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.

Tyler,

mikeyjt_123 · ‎10-16-2019

@postcardcountry wrote:

I am confused...can you explain how I am protected from the following:

Buyer purchases, pays, I ship. Within 2 hours of receipt, the 'buyer' starts a return.

They purchased a vintage ad. It says vintage ad in the title and in the description.

Reason for return: Does not fit.

How does an ad not fit.

Under comments she wrote "my son thought he was getting the real thing, not an AD"

How am I protected from buyer ignorance compounded by a false claim for a free return?

@postcardcountry - How often does something like this happen? As a Top Rated Seller, you are eligible for the new protections if you offer 30-day returns. Initially, the new protections are aimed at protecting you when a buyer falsely claims the item is not as described, or an item is returned used or damaged.

I realize that this is a remorse return, and so it doesn't fall into the new protections - but we would still like you to report the buyer in this instance. The buyer's behavior may not be isolated to your situation, and so we will use your report as an input for investigating buyer abuse.

mtnbkr96 · ‎10-16-2019

@mam98031 wrote:

@mikeyjt_123 wrote:

@mam98031 wrote:

Thank you for the feedback. There is some confusion around a Return that is used/damaged and a Fraudulent Return (wrong item). We are working with our Risk teams and our Customer Service folks to reiterate this distinction and ensure that sellers are protected in these instances. Examples like these help us identify and measure the problem - so we appreciate the feedback.

That is good news. What about those sellers that have already been financially damaged due to this not being handled in the way it should have been?

@mam98031 We have two conflicting points of view, and we aren't there to inspect the item when it is returned. This is a really complex problem, and we are working on it.

In the case I was quoting from, there were pictures that proved that the buyer returned something different. And there was written prove from a 3rd party expert on the subject telling the seller that the item received was not what was shipped nor was anything that was ever in their stock.

What "point of view" is "conflicting"? Ebay's? If Ebay isn't going to take into consideration a 3rd party experts written statement then IMHO Ebay isn't going to accept any type of evidence no matter what it is unless it is a court order. I realize that is an extreme statement. But what is it that Ebay would accept. Not the word of the seller, not pics taken at time of receipt of the return items and not a 3rd party's observation. What is it that Ebay wants?

@mam98031

Hi Mam98031

I believe this is the case you and I spoke about over the phone. We are working on a solution for when a buyer returns a different item. I understand you are pointing out a case where the evidence seems to be clear. We are trying to find a solution where we can make the right decision even when the evidence is not as clear as your example.

sj125690 · ‎10-16-2019

@bestdealinparts wrote:

Hello,

Regarding seller protection, I am dealing with two difficult return request right now, and no help in sight from eBay customer service.

1. I sold a halogen headlight, that will fit cars with halogen type headlights. Buyer opens return request for reason "Doesn't work or defective", but then in seller-buyer correspondence under the return request, writes that his car has HID xenon headlights, totally different plugs, different headlight. I let him know that nothing is wrong with the item, but it simply cannot work in his vehicle because it is not the correct fitment. Later on I even told him that I would eat the difference in price, but he needs to cover my initial shipping and pay for his return shipping sine it was not my fault. I also let him know that we have a xenon headlight available, but it is more expensive. Even though I correctly, and EVIDENTLY described my headlight in the listing, beginning with the title, and blue, bold letters, he keeps throwing blame on me for the incorrect fitment, tells me that eBay will solve his problem, that the return is my fault, ignores the fact that I have another headlight I can send as an exchange.

I call eBay CS, they side with me and tell me I am completely right, but even if the buyer admits black on white this is a remorse return, because of the original return code it cannot be changed (!!!), and I would have to take the item back and pay for shipping no matter what. I already knew that. I was told to appeal when I get the item back, to get the defect removed, the fees back and the return shipping credited. But I asked for my initial shipping back, and I was told no, because I offered free shipping. Shipping for such a large, heavy and expensive item costs me ~$40 each way. Since eBay clearly sees the buyer is abusing the return policy but still won't do anything to actively protect me, why would not eBay offer me at least a courtesy credit for my initial shipping?

This is not a small envelope with $5 shipping, why should I eat the expensive cost of shipping because eBay, even with clear evidence, pushes me to lose money? I understand the cases where I don't have sufficient proof, but there are certain situations where the buyer gives himself up, why am I not protected against loss?

It is so easy for any scammer, or abusive buyer who wants to get out of assuming responsibility for their mistake, to make the seller lose money, why am I not being protected? I do understand that if the buyer abuses enough sellers and gets reported, he will suffer some consequences, but that takes time and for this to happen a certain number of sellers have to be at loss! Is this a fair and correct partnership, eBay? How many frustrated sellers have to complain for somebody to finally acknowledge that this is bad customer service on eBay's behalf regarding its customers (we, sellers are also your customers!).

And no, I cannot offer free returns, because even if I'd deduct the maximum amount allowed from the customer's refund, I'd still be at loss of money (again, shipping large, expensive items across the country is very expensive).

2. Second return is for item arrived damaged during shipping. The headlight's tab and housing looks cracked, and by what the 2 up-close photos the buyer sent, the box should have been really damaged for the headlight to really break like that.

I informed the buyer I'd open a FedEx insurance claim, but I need some clear photos of the item, packaging and box. At that point the buyer starts ignoring me. Days pass, today is the last day for me to accept the return.

I called CS:
- If I accept the return and the buyer ships the item back, I cannot open an insurance claim anymore since the item has been re-shipped, that invalidates my claim.- I cannot open a claim anyway without the buyer sending me the requested photos, since they are required by FedEx, so what did paying for extra insurance serve me, if I cannot use it to recoup my money?

I understand accidents happen, that's why we are encouraged to insure our items. Most buyers send the requested evidence right away! But then you end up that an inconsiderate buyer who cares only about getting their money back, without consideration towards the seller. In cases of items damaged during shipping, the policy should be that the buyer HAS to upload evidence!

CS advised to not accept the return yet, and see what the buyer will do next, maybe he would finally upload photos, or if he calls and escalated the case, gets his return shipping label and returns the item thus invalidating my insurance claim, to call back eBay when i get the item back, and that eBay will reimburse me based on the fact that the buyer's actions made me lose my insurance.

Now, please let me know, is this true, will eBay stand by what their representative told me, or when I call CS I'll be told to eat my loss, it's the cost of doing business? Somehow I feel a bad ending is coming to this case also.

Again, in cases of item damaged during shipping, the policy should be that the buyer HAS to upload evidence!!! Everybody asks for uploaded evidence from their customers in order to validate their claims, USPS does, FedEx, UPS, other stores all do, why not eBay?

And regarding my 1st return request, it's pointless to mention how disappointed I am with what eBay did (or didn't do) to also protect me against losing money when the evidence is clear that I'm dealing with abusive behavior, as their customer. CS told me that if enough sellers complain about a certain issue, that will start moving things around eventually. The thing is that we've been complaining about this exact issue since forever!

Thank you!

(sorry if this is a duplicate post, i posted right when the chat opened but somehow my post disappeared)

@bestdealinparts

I am sorry you are dealing with these difficult returns right now. If these buyers are violating our abusive buyer policy please make sure to report them to us.

You meet most of the requirements for our enhanced seller protections. I see that you do not accept returns in your listings. If you change so that you accept 30 day returns (buyer or seller paid) you will have access to return shipping subsidies when buyers are falsely claiming the item is not as described. I understand that $6 doesn't even come close to your shipping costs, however you would also have any defect, feedback, or cases in service metrics removed from your account.

sj125690 · ‎10-16-2019

@golfingaddict wrote:

@sj125690 wrote:

@golfingaddict wrote:

@golfingaddict

That is a great question and I understand why you are concerned. We have just recently launched a new policy, seller protections abuse, where we are monitoring sellers who are abusing these protections. Sellers who violate this policy face a range of actions on their account, including the loss of seller protections.

Now I think I am even more confused:

here is eBay's statement on that page:

The amount withheld should be equal to or less than the value lost due to buyer use or damage

Sellers may not withhold a refund for any reason other than recovering the lost value due to buyer use or damage

Does that mean that if a buyer returns something without the tags, or with the packaging destroyed or without the packaging.. Does that constiture lost value due to use or damage?

Thank you.

@golfingaddict

You can find our partial refund guidelines here, however you know your business better than we do. If missing tags or a destroyed package causes loss in the value of your item, then that is when you should be using the partial refund tool.

Actually, for many of my items, the return itself usually is a 100% loss because I can't/won't resell the items. I offer returns because it is the right thing to do, but it still infuriates me when a buyer claims that the item is not as described because it doesn't fit or is not comfortable or is bigger or smaller than expected.

I guess I am happy I can get 50% back and I don't have to lose the return shipping as well.

I just worry that ebay is going to slam me for taking advantage of the new seller protection program and punish me because others will have a lower average in their service metrics because they are not honest.

@golfingaddict

No need to worry about taking advantage of the new seller protection program. We have provided these protections for you to use. I know you mentioned that this happens approximately 8 to 12 times per year. That is no where near excessive and you wouldn't be punished for using the protections we have provided for you.