Always losing cases as a seller!

[jatguitarist1]

My mind is blown by how much I feel like I get cheated and no one seems to understand my frustration at eBay or want to do anything about it.

I had a $9,000 sale of two items sell and I ended up having to accept the return after the buyer opened a case for a damaged component on one of the units- worth $20. I offered to replace this $20 component and eventually offered $200 just so the buyer didn't continue with the case of his return. I even gave him and eBay a link on of the replacement piece that was selling on eBay (again for $20).

Basically at the end of the day, I lost this case because there was absolutely no discretion or thoughtfulness by eBay to understand that I offered a more the reasonable solution to the buyers complaint. There is also no saying the buyer did not do this damage himself because there was 2 weeks after the he received the item to when he opened his return/case. It cost me $200 to ship the items to the buyer and then $200 back to me. It also cost me a $450 in eBay seller fees and $250 in PayPal fees both which weren't reimbursed to me since I did not agree with the case outcome and eBay had to step in.

I also lost about $3000 in value in these units when I went to re-sell since the value dropped over the 2 month period.

I just recently had another case where I shipped the item but because it arrived 1 day out of the estimated delivery date I had to accept a return.  I called ebay to make sure that I was okay with not accepting a return because I stated I do not offer returns in my listing. The representative at eBay said that I will be okay and win the case because it was buyers remorse (I definitely agreed). I got the name and a confirmation number from her. I was told not to do anything and then in 3 days the case will be resolved in my favor.

Well it wasn't resolved in my favor and instead the buyer won the case. It apparently means nothing that I talked to someone about making sure I would win the case before the case was completed. Only thing that multiple different supervisors tell me is "we will make sure that employee gets more training". That's great that she will get more training but that has nothing to do with me and fixing this issue now.

On the other hand, is 1 day past the "estimated" delivery date now considered a "guarantee" delivery date??? Where does this say this in the policies? If it is written somewhere, why is it not written in more obvious places?

And at the end of the day, I did ship the item on time. In this case, it was a pre-order and I gave a specific date that I will ship the item out. I listed the ship date in the title and in the body (which was only a week after purchase). I fully complied to that ship date. But because I supposedly didn't update my handling time accordingly it lead my estimated delivery date be very slightly off.

This item also devalued about $1000 in the 1 months time it took to wrap up and also similar eBay and PayPal fees.

I feel extremely cheated. It is beyond ridiculous what eBay is doing for me and potentially other sellers. Eventually when you become too soft on policies it can eventually hurt sellers, including me. There needs to be more discretion with the customer service/ case evaluators and they need to really figure out the real issues of these cases and find better solutions. I would think that in 2018 we should already expect that from a big online marketplace. Of these two returns/cases, I lost over $5000 to what was really only buyers remorse. Anyone that reads through my cases/messages could see that. It doesn't take a genius. Buyers need to be held to at least some responsibility when buying on eBay. Its a free-for-all for buyers right now. They can use your items for up to 30 days then return for little to no reason.

[missjen831]

Late delivery=SNAD. Unfortunately as you know, you got a rep that either doesn't know ebay policy or straight up lied to you. If an item arrives after ebays latest delivery estimate, the buyer can file an SNAD and return at your expense.

[sam9876]

1. Don't sell high value items

2. Don't sell items that have a high shipping cost.

3. Don't sell pre-order items.

4. Set a proper handling time.

5. Ship faster.

6. Don't bother calling customer service.

[bishe22]

I'm sorry you're having troubles but the fact remains that the buyer in the first case should not have had to replace the component themselves.

If the item didn't work it didn't work and you should have accepted the return graciously. Now instead you have to serious defects on your account. It doesn't take many defects to keep you from being able to sell

[mokagroup]

In eBay land, if someone wants to return something, they will find a way to do it and force you to comply. Fighting these cases is futile as there is no way sellers can win. Setting your own policies is fine but eBay will override them. I strongly feel that only businesses that can absorb losses can survive on eBay. I never in a million year would have the guts to sell such expensive items as buyers can return a piece of rock and the seller would still lose the case.

[ed8108]

EBay should have if only few,customer support staff that hold a law degree, allowing them in certain cases, to consider all credible evidence and have the power & authority to render just and fair determinations.

[southern*sweet*tea]

I  knew it was those bitminer things before I even looked at the OP's listings.  There have been several similar posts lately involving those.  Those things tend to attract...a questionable type of buyer.

As to the marketplace in 2018, retailers are expected to cover their own behinds.

[magicjohnsonsvariety]

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@jatguitarist1 wrote:

I just recently had another case where I shipped the item but because it arrived 1 day out of the estimated delivery date I had to accept a return.  

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ebay wants all sellers to accept returns, and if you don't they will force it anyway so its best just to have a short return policy in you listing.

I've never heard of a late delivery being treated as a SNAD case.....we all know the delivery date is only an estimate. But if this is true, I would like to ask ebay how 1 day late makes an item Significantly not as described? Makes no sense....

[missjen831]

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@magicjohnsonsvariety wrote:

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@jatguitarist1 wrote:

I just recently had another case where I shipped the item but because it arrived 1 day out of the estimated delivery date I had to accept a return.  

---

ebay wants all sellers to accept returns, and if you don't they will force it anyway so its best just to have a short return policy in you listing.

I've never heard of a late delivery being treated as a SNAD case.....we all know the delivery date is only an estimate. But if this is true, I would like to ask ebay how 1 day late makes an item Significantly not as described? Makes no sense....

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Late delivery being an SNAD was announced to us by Trinton but even before he confirmed it, there were reported cases here where buyers won because of late delivery. eBay does guarantee the date now even if the seller isn’t in the GD program and the delivery date is part of the item description. 

[gramophone-georg]

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@missjen831 wrote:

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@magicjohnsonsvariety wrote:

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@jatguitarist1 wrote:

I just recently had another case where I shipped the item but because it arrived 1 day out of the estimated delivery date I had to accept a return.  

---

ebay wants all sellers to accept returns, and if you don't they will force it anyway so its best just to have a short return policy in you listing.

I've never heard of a late delivery being treated as a SNAD case.....we all know the delivery date is only an estimate. But if this is true, I would like to ask ebay how 1 day late makes an item Significantly not as described? Makes no sense....

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Late delivery being an SNAD was announced to us by Trinton but even before he confirmed it, there were reported cases here where buyers won because of late delivery. eBay does guarantee the date now even if the seller isn’t in the GD program and the delivery date is part of the item description. 

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It was actually announced by Jeff several years ago. 

[mod-designs4u]

Sorry to hear this. The only NAD case I had was about 3 years ago when a buyer tried to "question the authenticity" of an artwork after overpaying in a highy competitive 10 day auction. The buyer had the item for 2 weeks before filing a NAD complaint and returned the item. It was shipped and delivered on time and I successfully argued the case in my favor proving "buyer's remorse" (I got the funds back and got to keep the artwork to sell again). There were plenty of photographs including a close-up of the signature, plenty of other bidders on the auction (if it were a forgery how come so many bidders?), it was a hand-signed Japanese woodblock print (these aren't typically forged) worth about $200, the buyer paid about $100 more than like-kind woodblock prints by the same artist and the buyer had the item for 2 weeks before filing the complaint. I spent about an hour on the phone with the case referee arguing my points and directing him to links showing examples of the signature, like-kind prints and the prices realized proving the reason was "buyer's remorse" and not a NAD case. When you talk with these people you have to prove your case just as a lawyer would. If a seller believes that "buyer's remorse" is the reason then you have to prove it. Did the damaged component get that way from shipping for an insurance claim? The Ebay listing would have had the "before" photographs and the buyer would have uploaded a photo showing the damage for the NAD case. I didn't know that sellers have to eat the FVF and Paypal fees upon losing a case. That sucks! Were these auctions or fixed price listings (overpaying in a highly competitive auction makes a better case for "buyer's remorse)? I also didn't know that a buyer could return an item for "any reason" if it's received after the estimated shipping date. Was the shipping label purchased and item delivered or picked up within your respective "handling time" with the uploaded tracking info? I don't think sellers are responsible if the shipping delay is through no fault of their own. It sounds like your selling items for which have heavy price volatility and that's ripe for buyer abuse in the Ebay protection program. I don't know if Ebay has an appeals program but you should try to get your seller fees back. I accepted a return for a $70 print about 4 months ago for which was clearly buyer's remorse. I did the same thing as you and called Ebay customer service to see if I have to accept the return. After hearing the parameters of the case the telephone rep agreed that it was "buyer's remorse" and he said that I didn't even have to accept the return. This unscrupulous buyer had the nerve to demand me to pay for return shipping! His NAD argument was that the artwork was not "original" and, of course, it's not an "original" because it was a "print" (this buyer was some piece of work!). I accepted the return as a matter of "good faith" but demanded that he pay for the return shipping, for which he did (simply relisted and sold it again for a little less). Part of me wanted to let him escalate the claim so I could prove what a jerk he was but I figured it wasn't worth the hassle. I did file a "buyer complaint" with Ebay listing all the relevant facts as he abused the Buyer Protection Program. If you have this happen again the "price volatility" of your items makes a good argument for buyer's remorse. A buyer who has your item for 2 weeks and sees the price drop may want to return it and buy the item elsewhere.          

[castlemagicmemories]

OP, really sorry this happened to you.  

You got two cases closed without seller resolution defects that can really hurt you.  You might want to check your seller dashboard.  

Ebay doesn't want to step in, they want you to handle it; escalating gives you a defect.   Just a few defects and you won't be allowed to sell anymore.

[magicjohnsonsvariety]

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@missjen831 wrote:

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@magicjohnsonsvariety wrote:

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@jatguitarist1 wrote:

I just recently had another case where I shipped the item but because it arrived 1 day out of the estimated delivery date I had to accept a return.  

---

ebay wants all sellers to accept returns, and if you don't they will force it anyway so its best just to have a short return policy in you listing.

I've never heard of a late delivery being treated as a SNAD case.....we all know the delivery date is only an estimate. But if this is true, I would like to ask ebay how 1 day late makes an item Significantly not as described? Makes no sense....

---

Late delivery being an SNAD was announced to us by Trinton but even before he confirmed it, there were reported cases here where buyers won because of late delivery. eBay does guarantee the date now even if the seller isn’t in the GD program and the delivery date is part of the item description. 

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That's interesting. 

So ebay inserts into my listing their estimated delivery date and when a package is delivered late it automatically makes my item SNAD.....only on ebay.

I would like to know from Trinton how does a late delivery even make an item significantly not as decribed. Possibly it makes the listing details incorrrect but I wouldn't go so far as to say the error is significant in any way. 

Maybe ebay employees need to find a dictionary and look up the word "significant"..... 

[slippinjimmy]

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@magicjohnsonsvariety wrote:

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@missjen831 wrote:

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@magicjohnsonsvariety wrote:

---

@jatguitarist1 wrote:

I just recently had another case where I shipped the item but because it arrived 1 day out of the estimated delivery date I had to accept a return.  

---

ebay wants all sellers to accept returns, and if you don't they will force it anyway so its best just to have a short return policy in you listing.

I've never heard of a late delivery being treated as a SNAD case.....we all know the delivery date is only an estimate. But if this is true, I would like to ask ebay how 1 day late makes an item Significantly not as described? Makes no sense....

---

Late delivery being an SNAD was announced to us by Trinton but even before he confirmed it, there were reported cases here where buyers won because of late delivery. eBay does guarantee the date now even if the seller isn’t in the GD program and the delivery date is part of the item description. 

---

That's interesting. 

So ebay inserts into my listing their estimated delivery date and when a package is delivered late it automatically makes my item SNAD.....only on ebay.

I would like to know from Trinton how does a late delivery even make an item significantly not as decribed. Possibly it makes the listing details incorrrect but I wouldn't go so far as to say the error is significant in any way. 

Maybe ebay employees need to find a dictionary and look up the word "significant"..... 

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Not "automatically", a buyer would have to decide to open a claim because it was late and they no longer wanted the item.

I know it seems like a strange concept but most buyers purchase, pay and wait for an item to arrive because they actually want the item.

Over the years I've had lots of buyers complain that their item arrived late but I've never had a single one that wanted to return the item for a refund rather than keep it.

[missjen831]

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@magicjohnsonsvariety wrote:

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@missjen831 wrote:

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@magicjohnsonsvariety wrote:

---

@jatguitarist1 wrote:

I just recently had another case where I shipped the item but because it arrived 1 day out of the estimated delivery date I had to accept a return.  

---

ebay wants all sellers to accept returns, and if you don't they will force it anyway so its best just to have a short return policy in you listing.

I've never heard of a late delivery being treated as a SNAD case.....we all know the delivery date is only an estimate. But if this is true, I would like to ask ebay how 1 day late makes an item Significantly not as described? Makes no sense....

---

Late delivery being an SNAD was announced to us by Trinton but even before he confirmed it, there were reported cases here where buyers won because of late delivery. eBay does guarantee the date now even if the seller isn’t in the GD program and the delivery date is part of the item description. 

---

That's interesting. 

So ebay inserts into my listing their estimated delivery date and when a package is delivered late it automatically makes my item SNAD.....only on ebay.

I would like to know from Trinton how does a late delivery even make an item significantly not as decribed. Possibly it makes the listing details incorrrect but I wouldn't go so far as to say the error is significant in any way. 

Maybe ebay employees need to find a dictionary and look up the word "significant"..... 

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I don’t have a link handy otherwise I would post it so you could see exactly what was said but basically ebay’s Delivery estimate is considered part of the item description so even if you meet your handling time and ship using the specified shipping method, if the item arrives after the delivery estimate, the buyer has a valid SNAD case and can return at your expense. I don’t agree with this at all, just so you know. Basically since late delivery is a standard reason for returning an item in this industry of online sales, it is a valid reason for a buyer to file SNAD. Of course I don’t think it’s industry standard for retailers to refund in full and pay for return shipping when an item is late but I know some do. I just don’t think it’s the standard.