eBay

redsparkledrums · ‎01-02-2021

I had a buyer purchase two items from me a few weeks ago, a USB audio adapter/DAC and a rechargeable headphone amplifier. Both items use micro USB cables (one for charging only), and while I didn't include any cables in the listing or pictures, I included one cable as a courtesy.

They buyer immediately complained that I didn't include cables to connect to their laptop and iPhone. After some back and forth, I realized they expected adapters for USB-C (laptop) and Lightning (iPhone). I had offered to send another micro-USB cable at my expense or give $3 back on both items, but they filed a return claiming that parts are missing. The adapters they're demanding didn't even come with the items when they were new.

In addition, they are saying it arrived too late (5 business days over Christmas) because I shipped it First Class (what they paid for) instead of upgrading to Priority Mail at my own expense. (I should have known this buyer would be a pain from the beginning. They originally *demanded* combined shipping at the lower of the two shipping rates, and then after I had shipped it, demanded I send it Priority Mail instead.)

Anyway, eBay has basically told me I have no recourse. Actual conversation with eBay "concierge":

Me: I didn't offer returns. Why do I have to refund them when it's not missing items?

eBay: You don't have to refund them. You just need accept a return.

Me: So when they send it back, I don't have to issue a refund?

eBay: OF COURSE YOU HAVE TO ISSUE A REFUND.

Me: But you said I don't have to refund them, just accept a return.

eBay: Yes. You don't need to give them a refund. You just have to accept the return. Then you have to refund them.

I have until Monday to accept their return or...accept their return? It doesn't appear there are any other options. If I wait until they escalate this to a dispute, is there any chance I prevail? My fear is that eBay will refund them from my account *and* I'll be out the items too. Has anyone had luck refusing a false claim like this under the new rules. Frankly, I'd accept a return just to be done with them if they would pay for the shipping, but that isn't even an option.

numisnorway · ‎01-02-2021

The game is rigged against you. Sellers never win. This is the reality when selling on ebay. Accept the return and move on.

I'm sure one of the totally not paid by ebay cheerleaders will chime in to sugarcoat it shortly.

dhbookds · ‎01-02-2021

If I wait until they escalate this to a dispute, is there any chance I prevail?

No, plus you will lose the items and get a defect..........because ebay will refund and then charge you, without making the buyer return.......

While don't have to offer returns........you do have to accept them if the buyer claims Not as Described, which I'm guessing they did...........

metallicaguitarist · ‎01-02-2021

I'm getting sick of this **bleep** as well !, There's been multiple instances of people claiming to have not received items, Mainly those overseas because a lot of the times they don't scan them once they leave customs, so these people know that if it doesn't explicitly say the word "delivered" on the tracking, then ebay will side with them if they yell loud enough, And someone from ebay told me point blank a year ago that they do it because these peoples credit card companies go after them if they don't, so its easier to just give in and comply with them... There was also an incident about 2 years ago now where someone opened a case, claiming to have not received the item, it dragged on and on and eventually ebay automatically sided with them and refunded them, About a month later I was looking through a bunch of old transactions, I clicked the tracking, and it had finally been updated and showed it as being delivered, so I called ebay and pointed this out, and they ended up refunding us the funds back to paypal. Additionally, Back when ebay started doing the global shipping program, someone called us from ebay and kept touting this as being the savior from all of the "lost" packages going overseas, and told us explicitly that ALL we need to do is ship it to the ebay consolidation center in KY and as long as it shows it as being delivered to THERE, that it was then OUT of our hands and if the person decided to open a case for items not received later on, that EBAY would be liable for it, NOT us !, However in the last few months we have had to call ebay a few times over this issue, because people opened cases when items took too long to arrive, and people from ebay suddenly don't know anything about this prior promise that they were telling everyone....

fashunu4eeuh · ‎01-02-2021

Hi, sorry this happened to you.

Do not let this case be escalated. If you do, the buyer will win and then won't have to return the items, you will receive a defect on your account and the Final Value fees will not be credited back to you and they'll show up on your monthly invoice. Buyers automatically win these cases 99% of the time. But all is not lost. You will have 30 days to appeal eBay's decision. When you do, be sure to mention that the buyer demanded something not promised in the listing. That is a no-no in eBay's eyes. It is a violation of eBay rules called the Abusive Buyer policy. See the link below. You will want to report the buyer to eBay before you file the appeal. You can report them directly from the policy page. It states:

" If a buyer is making demands that are not a part of your original listing, you will be protected from negative feedback and defects when you either deliver the item purchased by the buyer according to the original terms of your listing, or cancel the transaction."

https://www.ebay.com/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374

So go ahead and tell the buyer to return the items for a refund. This way you will avoid the defect, the FV fee penalty, and you'll get your items back so you can resell them. Below are two more links for you. One is the instructions on how to appeal, and the other is the policy on eBay's Money Back Guarantee. The latter is especially important to know because it is easy for a seller to shoot himself in the foot without knowing how the MBG works. Good luck!

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

redsparkledrums · ‎01-02-2021

Yeah, they lied and said it's not as described. The eBay rep looked at the messages between us and agreed they were asking for something not included in the auction, but refused to do anything about it. This is the last time I'll use eBay either as a buyer or a seller. I don't need these hassles.

redsparkledrums · ‎01-02-2021

I appreciate the advice. I'll accept the return so that eBay doesn't let the buyer simply steal my property, and I've already reported the buyer. But frankly I don't care if they leave negative feedback. I am pulling my remaining listings and closing my account after this.

ezezao-0 · ‎01-02-2021

I can tell you from my own experience you will actually have less headaches if you use 30-day returns accepted.

It is ridiculous, no argument there.

redsparkledrums · ‎01-02-2021

That's what the eBay rep on Twitter told me, using their "As a buyer and seller myself..." script. But I don't see how it helps. Either way, I'm on the hook for round-trip shipping because they're willing to lie and eBay won't do anything about it.

caldreamer · ‎01-02-2021

You need to accept return...otherwise EBAY will just give customer refund (and tell them to keep the item) and also give you a "defect" for not obeying the rules.

EBAY guarantee promises customers full refund (including return shipping) if they claim "defective or no as described" without any proof. EBAY always sides with the customer.

Don't wait your time trying to fight this.

redsparkledrums · ‎01-02-2021

I'll accept the return so that I don't lose the items. But I couldn't care less about a defect. I've already pulled my remaining auctions. I'll never use eBay again, including as a buyer.

ezezao-0 · ‎01-02-2021

@redsparkledrums wrote:
That's what the eBay rep on Twitter told me, using their "As a buyer and seller myself..." script. But I don't see how it helps. Either way, I'm on the hook for round-trip shipping because they're willing to lie and eBay won't do anything about it.

Here is how it helps:

Either way, we're on the hook for round-trip shipping.

Oh yes and you do need to accept the return, otherwise ebay will do it for you, there is no other way.