BEWARE SELLERS - eBay engaging in fraudulent acts

[psaoud]

A week ago, I just had someone change their mind about an item just after I shipped it.  I have a posted policy that I DO NOT ACCEPT returns.  Now the eBay buyer protection policy is one thing -- that's okay, obviously.  But this guy was complaining that he wanted to return this item before even getting it because he changed his mind.  This is against my policy.

eBay, to my surprise, FORCED ME TO ALLOW THE RETURN against my will.  They were stringing me along, lying to me every time I called.

On Nov 18, a team member told me "Don't worry, I see you don't allow returns so this is not your fault. Just call back in three business days and your PayPal funds will be released from hold".

On Nov 22, I called again and a team member said, "Oh, we have to wait until the buyer receives the item.  Call back then and we will release the hold."

On Nov 23, I called again because the item was delivered and NOW eBay basically said they apologize for what teammates have told me before but they can see that I AUTHORIZED the return and they have to give the buyer three days to return the item.  Only THEN will my money be released, or else they'll take it from me, shipping and all!!  They are SCREWING me!   I NEVER authorized this return.  I told them I've been strung along and being forced to wait for my money, all-the-while, being forced to basically let the return play out.

I've been a member since 1999 with lots of positive feedback.  This buyer that they're protecting has a score of ZERO.  eBay does not care about its good, long-time members.  Please let everybody know about this unsavory practice.  When you sell something, there is NO guarantee eBay will allow the sale to go through.

[corvettestainless]

Although you shipped it, you should allow a return as clearly the customer does not want it before they even receive it. Why are you trying to make someone keep something they clearly do not want? To me, the only reason to have a 'no return policy' is to deter, but if they push, keep the buyer happy. This type of selling behavior is not good for the rest of us sellers.

[psaoud]

Are you kidding me?  I offer free shipping and I'm losing that shipping!  eBay is unwilling to let me keep a portion of that money because shipping was not separate.  When you offer free shipping, you just get screwed.  I cannot allow this to happen.  If there is something WRONG with the item, that's okay.  YOUR selling behavior is not good for the rest of us sellers.  I'm not out to lose money.

[psaoud]

By the way, despite my policy, if someone requests a return *before* I ship, I do allow the return.  I don't force them to follow through as soon as they click the pay button.  After I ship it, though, I don't want it coming back unless there is a problem with it.  I'm sure many sellers would agree with me.

[*madison]

I don't want it coming back unless there is a problem with it.  I'm sure many sellers would agree with me.

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Yes, millions of sellers would agree with you, but ebay usually sides with the buyer..

[corvettestainless]

Did you make money this year? Put 5% in a jar for 'issues' and at the end of the year I guarantee you'll get a bonus with the money left in a jar.

If it happens often, charge separate shipping, but the days of 'no returns' are long gone and you fighting a customer could lose that customer from purchasing from ebay as a whole. That hurts all of us in the long run- including you.

[pargran3]

So change your policies to come into compliance with selling on eBay...or go elsewhere.

All of this I do not allow returns...you bought it tough noogies...whatever has no place here. Just in case you are completely ignorant of return policies since you do not allow returns the customer doesn't have to do anything except request a return and GET THE ITEM FOR FREE.

Get a clue.

Radine

[smileytown18 · Accepted solution]

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@psaoud wrote:

Are you kidding me?  I offer free shipping and I'm losing that shipping!  eBay is unwilling to let me keep a portion of that money because shipping was not separate.  When you offer free shipping, you just get screwed.  I cannot allow this to happen.  If there is something WRONG with the item, that's okay.  YOUR selling behavior is not good for the rest of us sellers.  I'm not out to lose money.

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This^^^ is why I stopped offering free shipping (I had all my listing free shipping on both of my accounts for years). I need to cut my losses. I see many sellers have gone that route.

That being said, these things happen and you need to accept that it is part of the territory of selling on eBay. It can't affect your emotional well being.

Good luck!

[gamersbaystore]

This is why I never fight returns. If you've been here since 1999, you've been here long enough to know ebay will almost always allow buyers to change their minds. If they don't return your item, you'll get your money back anyway. I had ebay close a return case the other day because the buyer never returned my item. This happens all the time.

I get your frustrations over the loss on shipping too. I lose on shipping all the time because of returns from buyers who changed their minds. I just accept that's part of doing business. I also write off those losses on my taxes.

[psaoud]

That was well said.  The reason this is a surprise to me, being a member of 20 years is I do low volume and I have not had something like this happen to me until now.  I would think that the time between when they click PAY to when I ship it should be a long enough buyer's remorse period.  eBay should not be forcing returns after shipping unless there is something wrong with the item.  I buy from eBay as well and I never ever try to cancel my order after they ship it, simply because I changed my mind.  I don't put people through that.  

Back in the day, buyers received a strike on their account simply for canceling a bid.  No shipping was even involved yet.  Yes, eBay was even more strict then than I am now.

There are some very loopy people (not you) that are responding too... They are so against my post that they're almost encouraging buyer's remorse returns.  Come ON... I'm not a local store where they can just bring it back to me.

I'll start charging for shipping.  That's the solution.

[psaoud]

Thank you for your reply!  That's exactly what I need to do - start charging for shipping.  I don't care what these other people are saying.  I'm not out here to lose money.  Buyers have plenty of time to change their mind before I ship it (many hours to a couple days in some cases).

This is the accepted solution.

[gamersbaystore]

Yep, its a harsh reality, but there is no such thing as no returns on ebay. I think sellers should also try viewing things from the perspective of the buyer. How many of us have shopped at major retailers and returned something? Probably anyone who reads this.

Consumers have come to expect that they can return things if they changed their minds. If I buy something from walmart, they will always allow me to return for a full refund.

Retailers who refuse returns or make them difficult end up bankrupt. Best Buy is a good example. They ruined their reputation because of the way they treated their customers.

I do feel sorry for those clothing sellers who're getting hit with returns galore lately. I think consumers are just broke right now. This is also why as others noted, you shouldn't offer free shipping so you can at least try and get the shipping fees back.

What I can't stand is buyers lying about the reason for their returns. I know they do this to keep from having to eat the return shipping costs, yet I offer free returns. For me its not a problem, but for sellers who sell items that are expensive to ship its a serious issue.

[psaoud]

That makes total sense.  If I were a local retailer, I would allow returns as well.  I wouldn't be an a-hole about it like Best Buy used to be with their restocking fees and harsh treatment of customers.  This is a different scenario, altogether.  When shipping is involved, there is a shipping cost that is unrecoverable.  Until Amazon started allowing returns at Kohl's, buyers had to pay to ship their item back.  Amazon is losing money on the original shipping but they're a huge company who does billions annually in volume.  I hardly sell one item a week.

[mrdutch1001]

NO Returns does not mean NO refunds!

eBay's Money Back Guarantee over rides any seller policy

[gamersbaystore]

I totally get your frustrations. Its not like we're all selling here because we're flush with cash.

And I agree others could be a little more civil about things, whether they agree with you or not. Pargran3's statement seemed a little harsh, but I would agree that statement was correct.

I would take the advice of others and just not offer free shipping anymore. I rarely do it now myself, I just can't eat the costs. I'll start offering free shipping when USPS does.