eBay

shopkiger2 · ‎09-01-2019

A buyer contacted me about receiving an empty package and opened a case for a refund. The buyer sent photos which showed the item was ripped open and was empty. I contacted ebay about it and they closed the case in my favor since tracking confirmed that the item was delivered.

Now the buyer has opened a return request claiming the item is "defective or not working". Now what happens since ebay did close the case in my favor?

this*old*attic · ‎09-02-2019

She isn’t required to respond to you. And if you’ve sounded this aggrieved and suspicious in other communications, I’d ignore you too.

this*old*attic · ‎09-02-2019

Um.... you contract the carrier. That’s why there’s insurance. Even they don’t take responsibility unless it’s insured. LOL. It absolutely is your responsibility until it arrives safely on the customer’s doorstep.

And we wonder why buyers are leaving.....

shopkiger2 · ‎09-02-2019

Why is everyone getting so confused?!
I am perfectly aware that I am responsible for an item if it doesn't arrive to the buyer! I have had to refund buyers for items that stopped tracking at some point and never made it to the buyer. What I have said more than once, is that if an item is confirmed "delivered" but the buyer opens a INR case the case gets closed in the sellers favor. At least several others on this thread and the other thread have said the exact same thing. I'm not talking about empty packages. I'm talking about items not received but have been confirmed "delivered" through tracking.

So no I don't need a refresher on what my selling responsibilities are. I am aware.

shopkiger2 · ‎09-02-2019

Maybe you should talk to the representatives that decided I am not responsible for this empty envelope. Because after speaking with 2 reps I have been told this buyer needs to contact USPS and their post office to locate their stolen mail but if they contact ebay they can get a courtesy refund.
Thanks.

myangelandmyprincess · ‎09-02-2019

@shopkiger2 wrote:
Maybe you should talk to the representatives that decided I am not responsible for this empty envelope. Because after speaking with 2 reps I have been told this buyer needs to contact USPS and their post office to locate their stolen mail but if they contact ebay they can get a courtesy refund.
Thanks.

CS reps often given wrong and even terrible advice that backfires on the member that listened to them.

“Birth certificates show that you were born. Death certificates show that you died. Photographs show that you have lived.” -Unknown

this*old*attic · ‎09-02-2019

You are misunderstanding how the various claims work, and how a non-EBay savvy buyer logically files.

this*old*attic · ‎09-02-2019

If seller is talking to customer the way he/she is talking here, the buyer probably put them on ignore (especially if innocent).

shopkiger2 · ‎09-02-2019

LOL no, you're right. She isn't required to respond to me. But when you're asking someone for a refund and they are trying to work with you and communicate with you, why are you not responding? THAT is what is suspicious.

As if I don't know that USPS is not responsible for uninsured packages. 10+ years of reselling has taught me that. I'm just simply stating my opinion that USPS SHOULD BE more responsible when it comes to missing mail! Sellers are always responsible for repaying packages that are damaged, stolen, missing, etc. But we wonder why sellers are leaving..
That's just my opinion. You don't have to like it.

I couldn't have possibly been more polite to her despite her aggressive manner. If I sound aggressive toward you maybe it's because of your disdainful responses.

There's always at least one troll in every thread though. I get it.

shopkiger2 · ‎09-02-2019

Are you aware that the second you popped up in this thread your responses have been unfriendly? It amazes me how people can be so negative but expect respect in return. You can accuse me of being aggressive with my buyer if that's what makes you feel better. I also hope you don't speak with your buyers the way you have to me. I don't need to be treated as if I am completely ignorant, especially by someone who doesn't know me and apparently doesn't understand this situation. If you're not going to be respectful and polite, you're response is no longer needed. It's not helpful.

this*old*attic · ‎09-02-2019

Seriously? I’m the one who suggested you work WITH your buyer instead of against, and you’d both likely be made whole.

Other than that, SEVERAL of us have tried to explain that 1.) sellers are responsible to make sure an item arrives and 2.) why it makes sense that buyers can open multiple claims consecutively.

shopkiger · ‎09-02-2019

It was more of an assumption that I wasn't working with my buyer even though I said the buyer was not responding. And it was also an assumption that I was rude to my buyer. And it was you who said that my buyer doesn't HAVE to respond to me. But if were are going to work together as a whole, that would require communication on both ends. So instead of trying to understand what I was trying to say, you decided to insult me by saying my buyer shouldn't respond to me, or should ignore me and accuse me of being aggressive with the buyer.
Why would I even be aggressive with a buyer when in these situations representatives usually review the messages and I don't want the negative feedback?

1.) I was already aware of that and even said so many times.
2.) This was the only question I had in this thread which was answered many times.
All the other lectures that I received were not needed and were basically an insult to my intelligence.

Ebay has come up with a solution that works out for both my buyer and myself. Even though my buyer has yet to respond I still did my part to try to work this out.

vintagecraze50 · ‎09-02-2019

Oh I totally agree with that. It is one of the FEW protections a seller has on here. I also agree with your other post where you stated that buyers should not have two times to hit a seller. It’s either not received or the item WAS RECEIVED and therefore able to be inspected and THEN a SNAD, not a SNAD after NOT receiving anything. This would be a huge loophole if buyers could start an INR where there absolutely say, ‘I did not get this item”, it was stolen, the package came ripped open, with absolutely no proof that the item was tampered with by the USPS. I could go on but I think you may get my point here.

vintagecraze50 · ‎09-02-2019

Good Job!!!

greg5000 · ‎09-02-2019

@fern*wood wrote:
@greg5000 wrote:
Since many of these types of issues end up going against the seller (even when you have assurance from Customer Support), I would request a written response confirming what you were told.

In my opinion, this buyer should not be allowed to be a member of eBay. They should be removed from the site, to protect other sellers and improve the Trust & Safety of eBay.
Since you claim ebay treats sellers harshly, how it that treatment fair to buyers? You, nor anyone else posting here knows whether the buyer is telling the truth or not, and yet you convict them and want them banned!

Oh, how you would complain if you received an empty package and received this treatment. Trust and safety is a two way street.

Clearly the buyer was not telling the truth on the second case, as they originally indicated the package was received empty and torn open. If they didn't file the second case, for "item defective or not working," then I would not have made the statement I did (which I stand by).

If I had received a torn open empty package (which I never did in hundreds of transactions), I would have let the seller know and reported this to USPS (or the package carrier used) and filed a claim with them (together with the seller).