SELLER PROTECTION???

[thesewingdoll]

What about this Ebay correspondence would make me think getting SELLER PROTECTION for a return item sent back to me damaged would be a issue? I have e-mailed, called...Have followed instructions From Every REP I have spoken too. Atrocious handling of this. I have received ZERO.

 Thank you for calling the attention of eBay regarding the item “LADY NOIZ 2X grey LEOPARD/ CHEETAH A-line top/dress LAGENLOOK sleeveless". I am sorry that the transaction did not go smoothly as we are expecting. I do understand your concern about the item you received back which you can no longer resell since it is no longer in the same condition as what you have listed. It is a good thing, that you have contacted us once again regarding this because this gave me a chance to thoroughly review your case. No worries now, I have taken the matter in my hand. My name is Jan and I consider it an honor to be of help to a good eBay member as you are.

  I have filed a Manual Refund Correction Request for you and requested our Financial Team to process the refund back to your account. Rest assured that you will be receiving an email about this and will be updated on the refund process within the next 10 days. Please check your eBay inbox regularly for this update.

In this light, I am appealing for your patience and understanding as we wait for your refund to be processed.Be assured that this had been taken cared of. 

 I trust the action taken is to your satisfaction. Thank you for choosing eBay as your online marketplace and I wish you all the best in your future transactions.

Warm regards,

Janaine

eBay Customer Support

[THREAD ID: 1-5XX3A8EH]

eBay Document ID: 132783822004

[thesewingdoll]

Ummm Hmmmm...Principle....Yep...I am so done. And let the abundant incompetent customer service chips fall where they may. LOL. 🤔

[thesewingdoll]

And...I do feel going direct to the company "Ebay" that I pay all those seller fees to, store subscriptions etc. That their paid representation would be the ones to give the "best"  direction to follow POLICY on issues that might come up. Not their "Customers"  ie: us the sellers? More Lol...  

[monster-deals]

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@thesewingdoll wrote:

I CALLED immediately and spoke to BOB, who advised me to wait until the return timed out & for me to communicate with the buyer, put photos on the return case...etc. etc.  Then to call when it had indeed timed out...So on the advice of EBAY. I followed their instructions. I was not advised to with hold the 50%. And the entire reason for the call was for getting clarity on the proper actions. So There's THAT. 

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If you want to get a complete refund, you have to let the buyer escalate the case and have you lose and ebay refund the buyer on your behalf.

Next you have to appeal and provide documentation in the way of pictures and the general narrative and then after that sign a statement and up load it to your appeal.

You have to be 5,000% sure you are in the right and are going to win in every single way because if you lose your appeal it is one of the most damaging things you could ever to your own ebay account.

...anyway you talked to an overseas call center flow chart script CSR. They have no authority to do anything...nor do they even know how to use ebay. You would have got better information on what to do from some random person in the grocery store. All the call center people want to do is get you off the phone as fast as possible so they can keep their answered calls numbers high.

[thesewingdoll]

So...I finally made contact with the Top. I literally wrote a letter to the executive office to the CFO, because if anyone else had seen the last couple of reply's back to me after my correspondence endeavers? They probably would have done the same. GOOD NEWS! The results are 100% satisfactory & complete NOW. The Escalation level rep was polite, thorough and handled my issue to complete satisfaction. But, I did include ALL my correspondences. Including these here, as I think there is a larger issue at hand that goes beyond lack of educated Seller customer service reps. The fact that the "helpful" sellers here believe that Strangers in a Grocery store would do a better customer service job (that response has disappeared by the way) and that pursuing a Principled issue is probably a waste of time? That sometimes the Seller just gets to take the hit financially after EBAY has dropped the ball?  Is not good either?  Recommending Direction to the COMMUNITY BOARD as a first resource for a problem tells me you guys must think Ebays Customer service is incompetent as well? The reply's certainly support THAT. I also understand Customers of Ebay IE: Fellow sellers are a wealth of information. That may be COMPLETELY True, But I pay Ebay ( a lot) , Not You guys.  After some contemplation...That aspect needed to be addressed as well. I am hoping that it will be another 21 years, and 28,605 sold items before I ever see a problem like this again. 😍😉