eBay

aldente28 · ‎01-04-2021

I just got a note that a case was decided against me.

1. Buyer made purchase and asked that I ship to his post office with a post office hold for pickup.

2. Buyer opens a return request saying order was returned to sender, requests a refund.

3. Per tracking, the order is actually at his post office waiting to be picked up.

4. I tell him this. We go around in circles. He doesn't want to pick up the order, claims "post office can't deliver to his address" when I point out the "Reschedule Delivery" option on the USPS tracking page.

4. He escalates to a case.

5. Case is decided in his favor, despite the fact that the order is STILL sitting at his post office, waiting to be picked up, like RIGHT NOW.

I am livid. I immediately appealed via "email customer service" link (internal ebay "email"). Seems sketchy. I've never done this before and I didn't even get a confirmation email in my message box.

Any thoughts or suggestions?

I swear. I am livid. The order is sitting at his post office. Customer escalated this to a case and Ebay just forced a refund on a return for a package he never received because it was delivered to his post office at his request, and he didn't bother picking it up. And it is still there, waiting for him to pick it up.

I just can't even with this.

Posting ID

kiss-3 · ‎01-05-2021

I hope this buyer is honest also. Am only replying to keep tread a top of community board.

a_c_green · ‎01-05-2021

@aldente28 wrote:
Given the low dollar amount of the item, I'd rather save the money and wait to see what the buyer does. If he picks it up in the next few days, you can bet I'm going to show that to ebay CS when I call to destroy their absurd determination that buyers can get free stuff by shipping it to the post office via PO hold for pickup then retrieving it after ebay sends them a refund.

If by that you mean that eBay is suddenly going to have a forehead-slapping moment of insight and reimburse you for your loss, I would not count on that happening. If you want the item back, act now before the buyer grabs it.

@aldente28 wrote:
To be honest I don't think this is a case of fraud. I think the buyer really just doesn't want to pick up the item, but prudence demands that I at least wait and see what he does. Maybe he got into the situation not meaning to scam anyone but realizes now he has stuff waiting for him at the post office that he can now get for free.

In theory, the post office is supposed to return the package to you after "x" number of days (10? 18? 30?) if the buyer never collects it.

aldente28 · ‎01-05-2021

@a_c_green wrote:
in theory, the post office is supposed to return the package to you after "x" number of days (10? 18? 30?) if the buyer never collects it.

Yes, in theory.

Posting ID

vintagecraze50 · ‎01-05-2021

Could be COVID issues as well. Some may not want to go to PO too often to be exposed.

coffeebean832 · ‎01-05-2021

@vintagecraze50 wrote:
Could be COVID issues as well. Some may not want to go to PO too often to be exposed.

Except the buyer is the one that requested the PO hold at the time of payment.

aldente- Let us know if the appeal comes out in your favor.

vintagecraze50 · ‎01-05-2021

This would set off a huge alarm for me if they would do this. That is why you need to do whatever you need to do to make this apparent to Ebay that this kind of stuff would not be tolerated by anyone on here.

aldente28 · ‎01-05-2021

@vintagecraze50 wrote:
This would set off a huge alarm for me if they would do this. That is why you need to do whatever you need to do to make this apparent to Ebay that this kind of stuff would not be tolerated by anyone on here.

They did this.

I sent an appeal "email" (that was the option) but I will call them by phone if they don't reverse this by next week. I will let everyone know what happens.

Posting ID

aldente28 · ‎01-05-2021

And here it is....

We've granted your appeal

Hi (name),

After reviewing the case, we decided to reverse the outcome and grant your appeal.

You'll receive a refund of US $(order total) to your total funds.

This case will not affect your seller performance, and we’ll remove any feedback that was posted for this item.

-----------------

I'm relieved that they granted the appeal, but also concerned. Not sure how something like this could have gone in a buyer's favor. Glad it ended well, and I'm not complaining that it did. I'll definitely take it.

By the way, thanks for all the feedback, help, etc. It is always appreciated.

Posting ID

ezezao-0 · ‎01-05-2021

@aldente28 wrote:
@vintagecraze50 wrote:
...if I were ever in a situation like this here with some of my EXPENSIVE items sitting in a PO WAITING TO BE PICKED UP and they refund these buyers becuase they wont go pick it up. I would be D-O-N-E. HERE.
This explains my fury.

As a rule, it cannot stand in my view. It simply cannot be that customers can request a post office hold for pickup on their order, file an INR claim with ebay as their package sits at the post office, force a refund via ebay, then go to the post office and retrieve their order if they choose.

Nobody should be forced to do business like this.

They can request it.

Sellers do not have to honor it.

If you can somehow explain how ignoring such a request is not good customer service to someone at ebay AND have them make a change, hope they don't break anything on the side...

bbravo65 · ‎01-05-2021

@aldente28

...congratulation...

...your story will be a priceless lesson for selling on eBay...thank you for sharing it...!

kiss-3 · ‎01-06-2021

Thank you for helping all of us sellers on E-bay!

Anonymous · ‎01-06-2021

@aldente28 wrote:
I'm relieved that they granted the appeal, but also concerned. Not sure how something like this could have gone in a buyer's favor. Glad it ended well, and I'm not complaining that it did. I'll definitely take it.

I wouldn't be surprised if this type of buyer filed a SNAD next - either through eBay or by way of a credit card chargeback. After all, it's perishable and by the time they pick it up it may have expired. Come back and let us know if that happens. Hopefully you've seen the end of it, though.

aldente28 · ‎01-06-2021

@Anonymous wrote:
I wouldn't be surprised if this type of buyer filed a SNAD next - either through eBay or by way of a credit card chargeback. After all, it's perishable and by the time they pick it up it may have expired. Come back and let us know if that happens. Hopefully you've seen the end of it, though.

Will do.

Fwiw, the item is still sitting at the post office.

Posting ID

coffeebean832 · ‎01-06-2021

Since you won the appeal the credit you received would have come out of eBay's pocket- the buyer got to keep their refund.

An item at the post office awaiting pickup counts as "delivered"- which is why you won the appeal- so the big question is, why was it ruled against you in the first place? You could tag someone on the eBay team and ask how something like that could happen.