eBay

wowitsdark · ‎05-09-2019

I've sold thousands of items over the years and I believe this is the first case I've had opened against me. There are several firsts associated with this transaction, actually...

I sold a DVD set, new and unopened. It had been perpetually listed for months, and when it sold, I could not locate it. Absolutely no clue where it went (first time in 21 years of selling I've ever lost something I sold). Gave up looking and simply purchased one from another seller to have drop-shipped (so to speak) to my Puerto Rican buyer. It was about a $15 sale and the one I purchased to replace it was about the same price.

I inputted my buyer's shipping info and reached out to the seller to make sure they saw that the shipping info was different than my own. They did and were happy to accommodate. I received a tracking number and inputted it into my selling portal for my buyer.

Three weeks later (this week) my buyer opened a claim saying it was not received. At about the same time I had a message from my seller saying they received it back in the mail. I tracked the package, and it appears it made it to their town, a notice to pick it up was left, they apparently attempted to pick it up, and then they sent it back to the seller unopened, return to sender.

I responded to the case with a message saying they should look at the tracking and see that a delivery attempt was made and that it was returned. I also said I'd definitely work with them to make sure they received it, and asked them to verify that they had given me the correct address. and... I've not heard a word back from them.

Today I got an email from eBay saying I have until tomorrow to work it out with my buyer.

How should I proceed?

wowitsdark · ‎05-10-2019

Thanks, Trinton, and I wondered if that might be the case regarding the tracking number being re-used. The seller from whom I purchased the replacement set had uploaded the number for *me* in the transaction details for that sale. I left this information out initially because my explanation was already way too long, but as an FYI for you, when my seller uploaded that tracking number, I copied it and pasted it into the transaction details for *my* buyer since it was really tracking the package to him in Puerto Rico. When he opened the claim about INR, I looked to see what the tracking would show. Because the other seller had already contacted me to say it had been returned, I knew where it had ended up, but not *why*.  When I clicked the tracking info from the transaction in which I was the *seller*, the tracking number itself had been changed into a number that was not at all what I had pasted. It did not have enough digits and I believe was alphanumeric (as opposed to just numbers, which I believe would've been the standard for a USPS number).  The number would *not* track anything from any carrier from there despite the fact that it had accepted it as valid when I inputted it into the details. When I then pulled up the transaction in which I was the *buyer*, the tracking number revealed all the details I pasted above. *Then* I went back to the other transaction to try to track it again, and poof - that number that had been there was gone and the system seemed to think I had failed to upload tracking entirely. I assume all of that was due to the fact that it looked like a re-used tracking number to eBay's system. And this is why I had to paste the tracking number into my narrative response to the claim.  It would not accept it into the 'details'. The CSR did track it and then tried to paste it into the details and it wouldn't take it from him, either. The CSR was extremely courteous today, and I know he did everything he seemed to be able to do for me.  But, I was insistent on working towards a resolution that wouldn't leave my selling reputation at risk.  We never achieved that, but he did try to help me.  Anyway... that was the latest earlier today. Off to log into my real account and see if there's anything new. Thanks again for your input!

edwedw8383 · ‎05-11-2019

@wowitsdark wrote:
And this is why I had to paste the tracking number into my narrative response to the claim. It would not accept it into the 'details'.

Hi @wowitsdark add 42000705 in front of the actual tracking number, then upload that into your INR case.

mam98031 · ‎05-11-2019

@edwedw8383 wrote:
@wowitsdark wrote:
And this is why I had to paste the tracking number into my narrative response to the claim. It would not accept it into the 'details'.
Hi @wowitsdark add 42000705 in front of the actual tracking number, then upload that into your INR case.

@edwedw8383

Explain that please! What purpose does that do and how would it be a valid tracking number?

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

gramophone-georg · ‎05-11-2019

As usual, here we have a clear cut situation that's dealt with 100% without question per eBay written policy as stated here:

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

Specifically:

Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the eBay Money Back Guarantee.

Exceptions:

The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in shipping
The buyer accepted and opened the package only to determine that it was an empty box
The item arrived COD because it didn't have enough postage on it

___________________________________________________________________________________________

Looks like none of the exceptions apply here.

Of course, also as usual, what should be simple and straightforward is being obfuscated by all the usual eBay suspects:

Conflicting messages from eBay

Site glitches- the USPS site works fine with this tracking number, eBay's site is all wobbly

CSRs that seem to do everything possible to lead sellers by the hand into policy violations rather than actually helping

CSRs who seem blissfully unaware of policy

Lackadaisical, arbitrary acknowledgement/ enforcement of any seller protection type policies by eBay

What am I forgetting here?

The only thing that matters here is that the buyer didn't accept the package and it was returned. Since none of the few, straightforward exceptions apply, per policy, the MBG is null and void. Period. Case closed.

ALL that needs to happen here is that eBay needs to do what eBay's own policy says it does in these cases.

PERIOD.

Instead, it seems we're more concerned with why this "software company's" software simply can't seem to perform the same simple task USPS' site can, rather than the FIRST order of business: "Hmmm. Online visible tracking shows a returned package with attempted delivery. MBG says specifically and clearly that that's not covered. Case closed!" What happened BEFORE the buyer refused the package and specifically voided the MBG is immaterial. We may as well debate whether what the OP wore, ate, or what time s/he got up that day had anything to do with it.

Instead of the open and shut case, the OP is now babysitting this for days while eBay keeps avoiding following its own policy... for a $15 sale.

What's wrong with this picture?

Chaos is NOT an "industry standard".

robot-hands · ‎05-11-2019

@wowitsdark wrote:

The CSR offered to close the claim but indicated they would still be able to leave feedback.

Your CSR is wrong unless they changed the rules again. Was it an overseas CSR?

Just call in with the tracking and get the case closed. You win the INR no feedback but positive.

Worry about what the buyer wants later...or not at all after you BBL.

ohnojoey · ‎05-11-2019

@gramophone-georg wrote:
As usual, here we have a clear cut situation that's dealt with 100% without question per eBay written policy as stated here:
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...
Specifically:

Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the eBay Money Back Guarantee.
Exceptions:
The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in shipping
The buyer accepted and opened the package only to determine that it was an empty box
The item arrived COD because it didn't have enough postage on it
___________________________________________________________________________________________
Looks like none of the exceptions apply here.

Of course, also as usual, what should be simple and straightforward is being obfuscated by all the usual eBay suspects:

Conflicting messages from eBay
Site glitches- the USPS site works fine with this tracking number, eBay's site is all wobbly
CSRs that seem to do everything possible to lead sellers by the hand into policy violations rather than actually helping
CSRs who seem blissfully unaware of policy
Lackadaisical, arbitrary acknowledgement/ enforcement of any seller protection type policies by eBay

What am I forgetting here?

The only thing that matters here is that the buyer didn't accept the package and it was returned. Since none of the few, straightforward exceptions apply, per policy, the MBG is null and void. Period. Case closed.

ALL that needs to happen here is that eBay needs to do what eBay's own policy says it does in these cases.
PERIOD.
Instead, it seems we're more concerned with why this "software company's" software simply can't seem to perform the same simple task USPS' site can, rather than the FIRST order of business: "Hmmm. Online visible tracking shows a returned package with attempted delivery. MBG says specifically and clearly that that's not covered. Case closed!" What happened BEFORE the buyer refused the package and specifically voided the MBG is immaterial. We may as well debate whether what the OP wore, ate, or what time s/he got up that day had anything to do with it.

Instead of the open and shut case, the OP is now babysitting this for days while eBay keeps avoiding following its own policy... for a $15 sale.

What's wrong with this picture?

I am wondering if, since the seller didn't actually send anything to the buyer, but another seller did, with a tracking number not from the original seller, if that complicates things?

gramophone-georg · ‎05-11-2019

@ohnojoey wrote:
@gramophone-georg wrote:
As usual, here we have a clear cut situation that's dealt with 100% without question per eBay written policy as stated here:
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...
Specifically:

Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the eBay Money Back Guarantee.
Exceptions:
The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in shipping
The buyer accepted and opened the package only to determine that it was an empty box
The item arrived COD because it didn't have enough postage on it
___________________________________________________________________________________________
Looks like none of the exceptions apply here.

Of course, also as usual, what should be simple and straightforward is being obfuscated by all the usual eBay suspects:

Conflicting messages from eBay
Site glitches- the USPS site works fine with this tracking number, eBay's site is all wobbly
CSRs that seem to do everything possible to lead sellers by the hand into policy violations rather than actually helping
CSRs who seem blissfully unaware of policy
Lackadaisical, arbitrary acknowledgement/ enforcement of any seller protection type policies by eBay

What am I forgetting here?

The only thing that matters here is that the buyer didn't accept the package and it was returned. Since none of the few, straightforward exceptions apply, per policy, the MBG is null and void. Period. Case closed.

ALL that needs to happen here is that eBay needs to do what eBay's own policy says it does in these cases.
PERIOD.
Instead, it seems we're more concerned with why this "software company's" software simply can't seem to perform the same simple task USPS' site can, rather than the FIRST order of business: "Hmmm. Online visible tracking shows a returned package with attempted delivery. MBG says specifically and clearly that that's not covered. Case closed!" What happened BEFORE the buyer refused the package and specifically voided the MBG is immaterial. We may as well debate whether what the OP wore, ate, or what time s/he got up that day had anything to do with it.

Instead of the open and shut case, the OP is now babysitting this for days while eBay keeps avoiding following its own policy... for a $15 sale.

What's wrong with this picture?

I am wondering if, since the seller didn't actually send anything to the buyer, but another seller did, with a tracking number not from the original seller, if that complicates things?

If the seller entered the tracking number into the shipping info before the case was open it shouldn't. Also, the written policy lists lists 3 exceptions and this isn't one of them.

Chaos is NOT an "industry standard".