mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@toyshnip wrote:
Ask him to open a return. It means both sides can track in case any of the sides claims the return has an issue.
I don't recommend this. You are only hurting your account stats in the Service Metrics when you do this.
I can only speak for myself and what I would do in this situation. For me, I do NOT service my customers any differently if they contact me via Ebay email with an issue than I would if they filed a claim. My level of service to my customer does NOT change just because a claim has been filed.
If what they are telling me seems to be a reason for a return, then I tell my customer that I'm sorry there is issue on this transaction. If they would like to return the item for refund, just let me know and we can make arrangements to do that.
Then I just wait. Sometimes they say yes and sometimes I never hear from them again. If they write me back that they want to return it, then I go to https://www.paypal.com/ship-now
create a label, attach it to an email to the buyer and ask them to stick it in the mail in the next couple of days. Once I have it back I will issue a refund.
Once I refund, I call Ebay and ask for my FVFs back. They will do it as they will be able to see you refunded your buyer.
Now some sellers prefer to tell their buyers to file a claim with Ebay. And that is certainly one way to do that. But to me, I have a difficult time advising that to anyone because it is to tell them to inflict harm to their own account. All SNADs, no matter the reason opened, count against sellers in the Service Metrics. I don't like the Service Metrics, I think it is all kinds of wrong for several reasons. But I'm certainly not going to self inflict potential harm to my account when I'm perfectly capable of taking good care of my customers without Ebay being in the middle of it.
It's a lot of reading, but here is some information you may find useful.
@tunicaslot wrote:
@mam98031 wrote:It's a lot of reading, but here is some information you may find useful.
I read it all but Trinton's last post to you indicates that a seller could get a defect anyway - and then I'm afraid the acct would be flagged and any additional returns handled this way may put the nail in our coffin. I for one hate the metrics being close to losing TRS for false SNAD returns - but I follow the procedure because in the end - selling here even without TRS is more important to me than having my acct shut down for violating their "recommendation".
Trinton's last post: I can't speak for Tyler or Brian, but I personally would use the word recommendation because you as the seller can make a decision to refund without a return request, but a defect would likely be recorded.
The Weekly chats happened before the thread on the selling board. I suppose I should have noted that as it is important. The comments of Trinton's changed from what he said on the Chats to what was said about a month later on the other thread.
Specifically look at post 45.
In part it states: "...if there is communication present on eBay to explain the refund, an Out Of Stock defect will not be recorded. "
