Returns and closed returns

[uscravi]

I purchased a motorola cellphone on ebay which has an ebay 30day money back guarantee. (https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...)

I had difficulty powering it off holding two buttons simultaneously. So I started a return. But then I went through the manual and found that I can program the buttons and I was able program it to power-off with holding just one button alone. So I closed the return.

Soon after I discovered that, contrary to whet the seller mentioned in the posting, that he phone is incompatible with the carriers he mentioned.

So, I wanted to return the item. Now there is no return this item under "more actions".

0. When I contacted eBay through its chat (no phone numbers, emails are available to contact ebay), the bot said it would transfer me to agent. Then I was asked to enter my phone number so that an agent can call, say within 5 mins etc.  When I do, nothing happens.  This seems to be a bug.

1. Where in the "eBay Money Back Guarantee policy" does it say that a closed return can not be reopened.?

2. What happens, as in my case, one discovers within the 30 day period , other issues such as "item not as described" etc., for which the buyer is eligible return for a full refund?

Thanks,                               UscRavi

[simba6]

If you paid by credit card, contact your card company.  Once you close a case, that is it for eBay's help.

[kensgiftshop]

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@uscravi wrote:

1. Where in the "eBay Money Back Guarantee policy"

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You used it, but you closed the case.

[aproudparent2010]

What Happens if I Close a Case on eBay? Can I Reopen the Case?

Once closed, eBay cases are considered completely solved and cannot be reopened. That means you’ll have no more options for solving the problem through eBay. Any chance at getting paid, getting a refund, getting your item—whatever it was that made you open the case—that chance is gone as soon as the case closes.

[aproudparent2010 · Accepted solution]

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@uscravi wrote:

I purchased a motorola cellphone on ebay which has an ebay 30day money back guarantee. (https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...)

I had difficulty powering it off holding two buttons simultaneously. So I started a return. But then I went through the manual and found that I can program the buttons and I was able program it to power-off with holding just one button alone. So I closed the return.

Soon after I discovered that, contrary to whet the seller mentioned in the posting, that he phone is incompatible with the carriers he mentioned.

So, I wanted to return the item. Now there is no return this item under "more actions".

0. When I contacted eBay through its chat (no phone numbers, emails are available to contact ebay), the bot said it would transfer me to agent. Then I was asked to enter my phone number so that an agent can call, say within 5 mins etc.  When I do, nothing happens.  This seems to be a bug.

1. Where in the "eBay Money Back Guarantee policy" does it say that a closed return can not be reopened.?

Right about here:

Loss of coverage

Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they:

• Voluntarily close a request or case, or
• Open duplicate claims using other resolution methods, or
• Engage in fraudulent or abusive buying behavior, or
• Violate an eBay policy

2. What happens, as in my case, one discovers within the 30 day period , other issues such as "item not as described" etc., for which the buyer is eligible return for a full refund?

Thanks,                               UscRavi

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[uscravi]

Great, thanks.

[uscravi]

1. I have convinced the seller to take back the item. I would like open a return request.

Please enable it for this purchase.

If, in a disputed case, if the buyer and seller agree on a resolution by themselves, eBay should honor it.

2. Please update the "eBay Money Back Guarantee policy" to include the above as well as limit (1) on returns. However,  eBay can limit such returns to 3-5 within the 30day period. This can be done by holding, if need be, payment to seller for a period of 30days.

3. Please compare return policies as well as financials  of competitors such as Amazon, Walmart, Best buy etc.

[pikabo-icu]

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@uscravi wrote:

1. I have convinced the seller to take back the item. I would like open a return request.

Please enable it for this purchase.

If, in a disputed case, if the buyer and seller agree on a resolution by themselves, eBay should honor it.

2. Please update the "eBay Money Back Guarantee policy" to include the above as well as limit (1) on returns. However,  eBay can limit such returns to 3-5 within the 30day period. This can be done by holding, if need be, payment to seller for a period of 30days.

3. Please compare return policies as well as financials  of competitors such as Amazon, Walmart, Best buy etc.

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@uscravi 

Ok stop for a second....

Seller knows you closed the return request and can't open a new one.

There is NO WAY for eBay to reopen it or guarantee the seller is going to refund you after you return.

If you return that phone, you will NOT be refunded. It just will not happen. 

Your best chance now is to go to Paypal, if you used that or your credit card and file a dispute. If they will help you get a refund, you may be required to return the phone and provide them with tracking that you did so. 

Lastly, eBay is NOT Walmart, Best Buy etc... They are NOT direct competitors with eBay as they are huge corporations. eBay is millions of small seller with a few large corporations mixed in. Those little sellers can NOT be held to the same standards as a giant business. The large companies can return defective items to their supplier for credit, this is unlikely for the majority of eBay sellers. 

I know this may not be what you want to hear but it is the way it is.

Sorry. 

[uscravi]

You are incorrect on 1 & 3:

1. Seller knows you closed the return request and can't open a new one.

There is NO WAY for eBay to reopen it or guarantee the seller is going to refund you after you return.

If you return that phone, you will NOT be refunded. It just will not happen.

There is a WAY. This is coding, ebay coders can change it.

Again,  in a disputed case, if the buyer and seller agree on a resolution by themselves, eBay should honor it.

3. Lastly, eBay is NOT Walmart, Best Buy etc... They are NOT direct competitors with eBay as they are huge corporations. eBay is millions of small seller with a few large corporations mixed in. Those little sellers can NOT be held to the same standards as a giant business. The large companies can return defective items to their supplier for credit, this is unlikely for the majority of eBay sellers. They have several post-support options - Phone, Chat, email etc. In fact, I myself have taken an online purchase for return to a physical store and have the return processed.

This is also incorrect. All these retailers ALSO have several small mom and pop stores posting their items, both new and used. For example,  several used items on Amazon also come with " Amazon Renewed" guarantee.

Finally, your understanding of "Competitor" is incorrect. A competitor is one who provides products and services of a similar nature or substitute products and services. If eBay does not know who its competitors are, it can not respond to market forces, and guess what happens. Analyze online revenues of competitors with that of eBay, say for the last 10-15 years. 

In my several years, if not decades as an eBay, my experience with sellers have been pleasant. Very rarely, I had to ask eBay to step in. They are aware of the consequences of their actions - a good review gets them more buyers and bad review drives them away.

This particular seller may not have known the complete details of the items (He/She also have a physical store) and is willing to make good on his sale.

Why is eBay unwilling to honor the resolution reached upon by the seller and the buyer?

Is ~$10 that eBay receives on this sale worth loosing a long time customers?

[pikabo-icu]

These arguments are pedantic and irrelevant.

The mom and pop sellers on Amazon are almost ALL selling new merchandise, again with the ability to return to the supplier. 

YOU are incorrect; I used competitor in regards to online sales venues and the marketplaces you named do not sell used/preowned so they are NOT competition for eBay in this regard. 

Whether eBay "can" change coding to allow something is completely irrelevant because they will NOT. 

If you want a solution to your problem and a refund; I have offered it as have others. If you want to continue to argue irrelevant points, by all means continue but it's pointless.

eBay sets up the MBG for everyone and it works fine for the majority of customers. 

You keep saying you have reached an agreement with the seller, well if you believe that true, return the phone to them and get a refund. 

I am fairly certain that refund will not happen. 

Paypal, file a dispute there.

Your credit card file a dispute there.

Those are the options left to you.

Good Luck

[uscravi]

How is it that people are so uninformed?

In Walmart, you choose Pro sellers or  Market place sellers fulfilled by Walmart. You can also searched for Refurbished item.

In  Amazon, you can choose "Used".

On another note, how does one contact ebay customer service?

[janet9988]

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@uscravi wrote:

1. I have convinced the seller to take back the item. I would like open a return request.

Please enable it for this purchase.

If, in a disputed case, if the buyer and seller agree on a resolution by themselves, eBay should honor it.

2. Please update the "eBay Money Back Guarantee policy" to include the above as well as limit (1) on returns. However,  eBay can limit such returns to 3-5 within the 30day period. This can be done by holding, if need be, payment to seller for a period of 30days.

3. Please compare return policies as well as financials  of competitors such as Amazon, Walmart, Best buy etc.

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Ebay will not interfere with the deal you and the seller reached. 

[uscravi]

Re: "Ebay will not interfere with the deal you and the seller reached. "

Not true. Please do not waste my time.  Still there is no "Return this Item" in the drop down menu.

I am also unable to contact ebay support - there is no email or phone number to contact.

The only option available to users is Chat and that does not work. When the program asks to enter phone number, nothing happens.

I filed a BBB complaint on 4/7 and BBB sent to eBay on the same day and it is almost two weeks now and eBay has not responded to BBB Yet.

How dysfunctional!

[reallynicestamps]

Buying online is safest when the buyer uses a CREDIT card with a payment processor, like Paypal, to anonymize their financial information.

This also means, for eBay sales, that the buyer has the benefit of eBay's Money Back Guarantee for 30 from delivery,

of Paypal's Buyer Protection for 120 days from purchase,

AND the buyer's credit card which was the real payment form  and has a chargeback program usable for up to 180 days from payment.

Three levels of protection.

[uscravi]

I am not interested in external options - I want eBay to fix its virtually non-existent customer service and customer unfriendly (both buyer and seller) policies.

Among other things:

Even when buyer and seller reach an agreement on a disputed transaction, eBay is not honoring it.

Sellers can not open a return request, even when buyer and seller agree.

The "30 day ebay money back guarantee" is flawed - does not serve the purpose it is supposed to - protect buyers - instead it protects eBay.

eBay's policies and  its search program(s) is antiquated.

I believe all these stem from a dysfunctional, ineffective management team.

Are the board of directors and reading this?

Investors and customers are!

Check out financials and market share!

Even Apple, which has Niche products and services has more more market share than eBay.

Walmart, which is a relatively newcomer to the online market place has more market share.

eBay WAS a great company. It has failed to respond to market forces.

It will be a great loss to the market place when it dies just like Block buster, Radio Shack, GE, Circuit City, Kodak, Borders books etc., whose management team failed to see what were right in front of their eyes!