Buyer Violating Ebay's MBG Program

[lady0011]

I have a buyer who purchased an item and contacted me when she received it stating damage.  I went back to her and told her to read the listing as it is listed as being broken under both condition and in the description.  She played dumb and told  me she didn't know where to find item description in the listing - hard to believe as she's been on Ebay for 17 years and a seller.  She then came back and told me she only looked at the pictures and did not read the listing - then she opens a case as item not described - damaged.  

I immediately contacted Ebay CS and they told me she was definitely abusing the MBG and to call back today (today is the last day I have before the case closes) and Ebay would close in my favor.  When I called back today, I was told to call back tomorrow and escalate and they would close the case in my favor.

I've escalated cases a couple of times in the past only to have buyer win the case.      I like to believe that Ebay has changed and are actually giving sellers protection from bad people.   

Should I listen to Ebay and call tomorrow to escalate or will that be the kiss of death for this item?  Should I contact Ebay on Facebook?  

Any help would greatly be appreciated.

[fbusoni]

When an eBay CS agent tells you they will close in your favor, ALWAYS expect the opposite to happen.

That's because eBay CS agents aim to get you off the phone ASAP.

You should try facebook/ebay and see what happens.

[lady0011]

That's exactly what I thought - just wanted to make sure.

Thank you.

[lacemaker3]

@lady0011 

If you are listing an item that is damaged, you have to choose the condition "For parts or not working". If you use the condition "Used" then the item is reasonably expected to be "fully operational and functions as intended".

I don't know which item you are asking about, but I searched through your sold listings in the last 90 days and you didn't specify "For parts or not working" for any of your sales in that time frame.

Based on that, you should not expect this case to be decided in your favor. You need to accept the return and provide a prepaid return shipping label.

https://www.ebay.com/help/selling/listings/creating-managing-listings/item-conditions-category?id=47...

FYI, those condition definitions were linked from your sold item https://www.ebay.com/itm/387035082661.

The title for that item does not mention any damage, and the pictures don't show any damage. Actually, one of the pictures shows a hand-written note on the box saying "IT WORKS w/goggles". The eBay condition you chose was "Used". However, the description says that the on/off switch doesn't work, and you have to unplug the lamp to get it to turn off.

So if it was this listing, it was contradictory and ambiguous. The seller will always lose in this situation, and they should.

[kensgiftshop]

We've heard that before.

As you as you get them involved, they already know what's going to happen, so I don't know why they just don't tell sellers the truth.

[lady0011]

I didn't think I was allowed to state the item on here - it is for the Abraham Lincoln Annalee.

[lady0011]

I guess I'm just trying to stay positive and believe Ebay listens and changes as there are so many complaints about their CS.

[lacemaker3]

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@kensgiftshop wrote:

We've heard that before.

As you as you get them involved, they already know what's going to happen, so I don't know why they just don't tell sellers the truth.

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I have listened to some of these calls, and often the CS reps are just agreeing with the customer. It's like they aren't allowed to contradict the customer at all, so if the customer says what they want to hear first, then the CS rep is unable to do anything but stroke them. They (CS) can't tell them the truth because that would be contradicting the customer.

[lady0011]

Can someone please provide the information to contact Ebay through Facebook.  

Thank  you.

[aproudparent2010]

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@lady0011 wrote:

Can someone please provide the information to contact Ebay through Facebook.  

Thank  you.

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Search for eBay on Facebook and it will take you right to it

[mementomoria]

You have a bit more protection if you are top rated AND offer free returns. Accept the return and block the buyer. If you were a top rated seller that offered free returns you do not have to return the shipping costs and you can come up with a reason to only refund 50% (maybe buyer further damaged item, doesn't appear to be the item you sent, etc.) The minute you get ebay involved it will not work out for you. I also thought that they removed the ebay for business page from facebook.

[grand-and-glorious-purpose]

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@lady0011 wrote:

Should I listen to Ebay and call tomorrow to escalate or will that be the kiss of death for this item? 

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100% kiss of death.

[chapeau-noir]

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@mementomoria wrote:

You have a bit more protection if you are top rated AND offer free returns. Accept the return and block the buyer. If you were a top rated seller that offered free returns you do not have to return the shipping costs and you can come up with a reason to only refund 50% (maybe buyer further damaged item, doesn't appear to be the item you sent, etc.) The minute you get ebay involved it will not work out for you. I also thought that they removed the ebay for business page from facebook.

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Top rated seller with 30 day returns

Above average seller with free returns.

[12345jamesstamps]

"she didn't know where to find item description in the listing"....welcome to the 21st century.

I suggest using your cellphone or iPhone finding an item for sale in the eBay app.

And looking for the description.

The description does not show immediately like on a computer and a buyer has to scroll down in the sale and click into the description.

More and more buyers are making purchases on their phones while waiting in line for or sitting in a car or...and I hate these dudes in the gym on the workout machines on their phones.

I have made bids on auctions while with my buddies in the bar for cocktails...me bad.

Do the refund...hoping you didn't give the buyer a hard time and maybe get a favorable feedback.

Facebook...these are the young folks buying items on their phones.

Customer service never gives the right answer in the end...just their condolences on what you want to hear.

[chapeau-noir]

Facebook...these are the young folks buying items on their phones.

To my mind, the Venn diagram of "Facebook" and "young folks" doesn't overlap a whole lot.

I agree with you about the gym. Particularly the free weight area - these guys occupy the benches and stare at their phones like they're waiting for the bus.