Abuse of Return Policy

[bluekelly4590]

I believe this is information that should be disclosed to all sellers BY EBAY. I sold a skin care item new in box with seal intact. 11 days later customer wants to return. Told her that is fine and will be given refund upon inspection of the item.  Refuses to communicate with me and opens a case. Item arrives with no box, seal has been completely removed and USED and customer leaves me neutral feedback. I talked to Ebay and was told the buyers are THEIR customers and they will side with them no matter the circumstances. I asked what will happen going forward, is this what I can expect? Was told yes, they would side with the buyer. This is an abuse and Ebay is allowing it. I have had 7 auctions within the last 2 months where the buyer didn't pay. Had to open a case each time as the only recourse is them getting a strike. Doesn't seem to be much of a deterrent as this is continuing. I have sold for 15 years on Ebay and we as sellers are just not protected and will not be by Ebay. I was left negative feedback by one customer because she thought I overcharged her. Her stupidity and I am to blame for it. However, I have no recourse. Ebay has done us a grave injustice. I just want everyone to know if a customer returns an item, no matter the reason or condition, you have no say in the matter. To Ebay's credit they are removing the neutral feedback. I am afraid the information is out now regarding the return of items no matter the reason and they can get their money back and can leave you negative feedback. Also, bidding on an item means nothing anymore and I can attest to that. I still have inventory to list and they are high dollar products. If they are returned used with no seal and may have been contaminated by someone putting their fingers in it, I have no recourse. I had 100% feedback until recently and it really does not stand for anything. A very unfair situation.

[mysalonsavings]

When selling beauty products you are going to lose some of them to returns. I have a few thrown in a box over here that were returned because someone tried it and did not like it. Same thing happens in the salon. Items don't work for someone so they return it opened and used. I don't like it but it is part of the business. What is bad is when it is an expensive item. lol  If it is an expensive item I will sometimes not sell to that buyer again. Depends on what kind of vibes I get from the buyer. Honest or not . . . . 

[mysalonsavings]

Just took a looksee at your listings and pretty much the same as mine. You have nice items at good prices. You are going to lose some of them to returns, scammers and lost mail. Nothing you can do about it.  Just pray for the best. 

[bluekelly4590]

Yes, I block the buyer in those cases as I certainly do not want a repeat. I have really enjoyed selling on Ebay through the years. I just wish our seller feedback from others was weighted heavier in the case of abuse. If I were a problem seller, I could certainly understand. Thank you for your response.

[mam98031]

Ebay significantly changed the return system in the fall of last year.  It was all outlined in the Seller Updates.  So Ebay did inform us, you may have missed it, but they did inform us.

I call it a No fault return system.  The CSR you spoke with was absolutely correct.  If you have a SNAD, you just need to process it, don't try to fight it, you will only end up hurting the health of your selling account.  

Once you refund the buyer, then that is when you go to work to try and get your money returned to you.  You first file an appeal of the outcome of the SNAD.  Give them all your evidence.  If they rule in your favor, which they should due to the condition of the product, then Ebay will refund you.

It is also important that you report the buyer for abuse of the return system.  Ebay is collecting this data and if there are a few sellers with issues with the same buyer, they may just deem them abusive which would cause sanctions against the buyer.  So this is really important to do.

In October we have some new Seller Protections coming.  But you must be TRS to get them.

https://static.ebayinc.com/assets/Uploads/Documents/2019-eBay-Open-Seller-Protections.pdf?fbclid=IwA...

[luckythewinner]

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I believe this is information that should be disclosed to all sellers BY EBAY.

It is disclosed by eBay, right in the user agreement: "You agree to comply with the policy and permit us to make a final decision on any eBay Money Back Guarantee case."

I am afraid the information is out now regarding the return of items no matter the reason

That information has been out for almost a decade, but you are correct.

I have had 7 auctions within the last 2 months where the buyer didn't pay. Had to open a case each time as the only recourse is them getting a strike. Doesn't seem to be much of a deterrent as this is continuing.

eBay does not have access to a buyer's payment account, and cannot force a buyer to pay for an item. That has been true for every day of eBay's existence, and IMHO this will never change.

[bluekelly4590]

Thank you. I read the changes that will be effective October 1st if you are a TRS. It sounds like we will have more of a voice and our feedback will be taken into consideration in these circumstances. Thank you for the explanation, I found it to be very helpful. The neutral feedback has been removed and I do sincerely appreciate that.

[mam98031]

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@bluekelly4590 wrote:

Thank you. I read the changes that will be effective October 1st if you are a TRS. It sounds like we will have more of a voice and our feedback will be taken into consideration in these circumstances. Thank you for the explanation, I found it to be very helpful. The neutral feedback has been removed and I do sincerely appreciate that.

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I'm glad I could help.  Let me know if there is anything else you need.

[bluekelly4590]

Thank you. I appreciate the information. In years past I have never experienced so many people bidding and not going forward with the completion of the sale. This has been recent (within the last 15 months)  and while I do understand someone wanting to cancel the occasional sale, this is occurring quite often. I just do not think the "strike" means anything to them. I always open an unpaid case when they will not pay. If someone contacts me and asks for a couple of extra days to pay I have no issue with that. However, I was not contacted or told they did not want to go through with the sale. They simply don't answer and I have wasted my time in listing the item only to have to list it again. Thank you for the information.

[ersatz_sobriquet]

File a report for mail fraud, report the buyer, do these things first before going to ebay. They seem to give "courtesy refunds" to sellers more often if the seller has some paperwork behind them. 

[cashvaluerecovery2011]

Your case would be a perfect example of a 50% refund for an open and used product when that becomes a thing in october.

[cashvaluerecovery2011]

I personally do not believe unpaid item strikes are areal thing.

[beautifulbeauty2012]

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@mysalonsavings wrote:

When selling beauty products you are going to lose some of them to returns. 

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And why is that? To be eligible for refund, an item must be in unused condition, otherwise, buyer is abusing MBG policy. That`s in the T&C.

[bluekelly4590]

Hello,

Thank you for your reply. I am not sure if you read my update. About 2 hours after I hung up with the CSRep I received a notification stating the decision was reversed. I was not told this by the CSRep, in fact I was told it was decided in her favor. Not sure why as no reason was given. I even thought I was reading incorrectly. The only thing the CSRep said they could do was remove the neutral feedback she gave me after receiving her refund. I am thankful  they did this, I just don't know why they did. I am hoping going forward with the policy will prove to be fair. I just got really nervous when this happened as there are people who will abuse a situation if allowed. Thank you again for your input. 

[bluekelly4590]

I know they say the buyer will be given a strike but I don't buy much on Ebay so truthfully I do not know what actually happens or how many strikes one is allowed. I have been selling for about 15 years and never had this problem occur. I have had 7 in the last 2 months. I email them to let them know when payment is expected and then send a reminder if they have not paid. I am open to working with people if they need a couple of days. But this is not the case. They win the auction and I never hear from them again. Send another reminder but to no avail. I am wondering if buyers know nothing serious  will occur if they don't follow through. This is happening quite often and I don't think they are bothered by the "strike" against them.  I am not sure what the answer is. Thank you for your input it is appreciated.