mam98031 • Volunteer Community Member • Buyer/Seller since 1999
It is a SNAD. You accidentally shipped the wrong item. It wasn't what they ordered. Your response to your customer was excellent and you are offering terrific customer service. But it is a SNAD.
I must say your buyer is not keeping to your original agreement but unfortunately there isn't a lot you can do about it at this point. I most certainly would report the buyer after the claim is completely done as they had no need to open much less escalate that SNAD. You had an agreement, I'm hoping via Ebay emails. Your buyer is not playing fair at all.
I would also appeal the claim once it is done as well. Let Ebay know that this buyer is knowingly double dipping as is evidenced by the emails between you.
@bigdeals.etc wrote:We don't know yet if the buyer is planning on returning the item, I still have faith that he won't. He may have just opened the SNAD due to ignorance and not knowing what it actually does to the seller.
He didn't escalate the request. That's really my issue here, not really the fact that the buyer filed a return to exchange request. But the fact that the eBay rep confirmed with me that she was going to put a 10 day hold on this to wait til the replacement gets delivered, and didn't end up doing that. But instead she just escalated it to eBay on my behalf, which later got ruled in the buyer's favor to return the item for a refund. I could've done all that myself online (basically shooting myself in the foot) without even calling for eBay's assistance.
I did misunderstand earlier, thank you for the clarification.
Your experience is yet another great example of CSRs overstepping and doing something that is harmful to a seller's stats when it just isn't necessary. Now you have a defect and a mark in your Service Metrics, that did not have to be there except for a CSR that escalated a Request to a case when you didn't ask them to do that.
It is really rather dangerous for sellers to call in with an issue on an open Request. We read threads too often about a seller calling with a question or concern on a Return Request only to find out that the CSR took it upon themselves to escalate the Return to a claim.
I do however hope your buyer does as you had previously agreed to do. You did everything you could to provide excellent customer service!!!!
@Anonymous
@bigdeals.etc wrote:A buyer messaged me that I accidentally sent them one wrong shirt amongst their multiple order. I confirmed and said I'll send the correct replacement and they can keep the original. They agreed. One day later (the day I sent the replacement), the buyer files a SNAD exchange request. The problem isn't the SNAD, but the process.
Ebay doesn't allow you to accept an exchange and let the buyer keep the item... why is that?
eBay offers a clear path @bigdeals.etc to tip-toe through the tulips with me:
@Anonymous wrote:
@bigdeals.etc wrote:So we've asked time and time again for this option... and still it doesn't exist. Enter the "work-arounds."
A buyer messaged me that I accidentally sent them one wrong shirt amongst their multiple order. I confirmed and said I'll send the correct replacement and they can keep the original. They agreed. One day later (the day I sent the replacement), the buyer files a SNAD exchange request. The problem isn't the SNAD, but the process. Ebay doesn't allow you to accept an exchange and let the buyer keep the item... why is that?
Anyway, so before replying to the request (accept, deny, change to return for refund, issue a refund, etc) I sent a message in there saying the replacement is already sent and provided the tracking number. Obviously it hasn't arrived to the buyer yet, but the clock is still ticking for me to act... or else ebay will just close in favor of the buyer. Today is the deadline and I called ebay, rep said I can just accept the exchange and just tell the buyer to NOT send it back or use the return postage (that I'd pay for). I said that previous times I've had the buyer use that postage despite me telling them to keep the item and not return it. She said we can put a 10 day hold on this request which is great.
So after hanging up, I see that all she did was escalate the request into a case. Ebay ruled on the case already telling the buyer to return the item (with the return postage given). And when it's scanned as delivered to me, eBay will pull the funds from my PayPal and refund the buyer. What the heck?? So if the buyer listens to eBay and follows those steps, they would have ultimately just got their item for free!! I'd much rather send someone two items for the price of one versus sending one item absolutely free. Concierge shmoncierge man... thanks for wasting my time talking to you and throwing me under the bus, also possibly giving me more defects.
Hi @bigdeals.etc, I'll be sure to have your case reviewed for appropriate action - it doesn't sound like things were handled as they should have been. I do want to add that you should be able to accept a replacement/exchange request and indicate specifically that the buyer can keep what they received. This would ensure they are not provided with a return shipping label and you can avoid any issues with return shipping cost when you do not need the item returned.
@Anonymous
How is the CSR escalating the case without the seller asking them or agreeing to have them do that the proper process?? Because of this, the OP now has a defect on their account.
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@bigdeals.etc wrote:So we've asked time and time again for this option... and still it doesn't exist. Enter the "work-arounds."
A buyer messaged me that I accidentally sent them one wrong shirt amongst their multiple order. I confirmed and said I'll send the correct replacement and they can keep the original. They agreed. One day later (the day I sent the replacement), the buyer files a SNAD exchange request. The problem isn't the SNAD, but the process. Ebay doesn't allow you to accept an exchange and let the buyer keep the item... why is that?
Anyway, so before replying to the request (accept, deny, change to return for refund, issue a refund, etc) I sent a message in there saying the replacement is already sent and provided the tracking number. Obviously it hasn't arrived to the buyer yet, but the clock is still ticking for me to act... or else ebay will just close in favor of the buyer. Today is the deadline and I called ebay, rep said I can just accept the exchange and just tell the buyer to NOT send it back or use the return postage (that I'd pay for). I said that previous times I've had the buyer use that postage despite me telling them to keep the item and not return it. She said we can put a 10 day hold on this request which is great.
So after hanging up, I see that all she did was escalate the request into a case. Ebay ruled on the case already telling the buyer to return the item (with the return postage given). And when it's scanned as delivered to me, eBay will pull the funds from my PayPal and refund the buyer. What the heck?? So if the buyer listens to eBay and follows those steps, they would have ultimately just got their item for free!! I'd much rather send someone two items for the price of one versus sending one item absolutely free. Concierge shmoncierge man... thanks for wasting my time talking to you and throwing me under the bus, also possibly giving me more defects.
Hi @bigdeals.etc, I'll be sure to have your case reviewed for appropriate action - it doesn't sound like things were handled as they should have been. I do want to add that you should be able to accept a replacement/exchange request and indicate specifically that the buyer can keep what they received. This would ensure they are not provided with a return shipping label and you can avoid any issues with return shipping cost when you do not need the item returned.
@Anonymous
How is the CSR escalating the case without the seller asking them or agreeing to have them do that the proper process?? Because of this, the OP now has a defect on their account.
Hi @mam98031, to place a case on hold we have to step in and make a decision. I can clarify that there is no defect for this transaction, and the OP received an email from us that confirms this as well. Any mistakes that were made in handling this case will be addressed with coaching and corrective action, and I can assure everyone I've confirmed the hold that was discussed is currently in place.
That is good to know. But if the CSR isn't making that abundantly clear to the seller calling in, I just don't think ANY CSR should me deciding for the seller to escalate a request to a claim. In this particular case, unless I misunderstood something, the OP did not know the CSR was going to escalate the claim until after the fact.
I firmly believe that NO CSR should EVER escalate a claim for a seller without the expressed approval of that seller. It just seems to happen too often when a seller calls in to get a question answered or a little help.
