mam98031 • Volunteer Community Member • Buyer/Seller since 1999
We recently had three item not as described cases opened on orders made by 0 feedback freight forwarder buyers sending orders to Chinese forwarding companies. The following ensued:
- Buyer opens Item not as described case claiming scratches, doesn't perform etc.
- Buyer returns an empty envelope or box
- We escalate the case with Ebay FB team as they agreed freight forwarded orders aren't eligible for MBG.
- Buyer successfully overturns each ruling with the reason "Seller agreed to provide refund but did not". Ebay FB team clarifies as long as return tracking provided on an ebay label is successfully returned then the buyer is entitled to a refund.
- We ask for clarification on ebay MBG FAQ, where exclusions for MBG include "The buyer used third party freight forwarding or mail redirection." Ebay FB team clarifies this is only for if the buyer wants the item returned from the forwarded country i.e China.
- We're left holding the bag on these orders when we could have issued 50% restocking fee. Either way buyer keeps his funds and the item.
Policy link here with screenshot below
Is this correct that MBG is still valid for forwarders as long as they use the Ebay provided return label? I'm surprised Ebay didn't include this note when mentioning on the exclusions list or reworded the excerpt above. We opened up forwarding orders after reviewing the FAQ but it looks like we're mistaken, and based on what I've seen other sellers recommend per this FAQ, many of you are also mistaken.
@hs_tech wrote:Appreciate everyone's replies here. We don't usually visit the community but because of the back and forth and wrong info provided by Ebay reps we have to rely on your guys experience for the most up to date policies being applied. It seems the best course of action for us is to re-enact our old policy of cancelling all forwarder orders. We don't have the capacity to msg and wait for each buyer to confirm they're using a forwarder - many buyers don't respond to our questions at all when something occurs. Sadly, we do have a vast majority of orders to forwarders being without issue but the overall loss rate remains too high for us to continue.
Just keep in mind that if you cancel bids on an auction you are fine. But if you cancel them after the purchase has been made, that is for a Seller reason and will give you a defect on your account. Make sure you watch your Seller Dashboard carefully so you don't get your account into trouble.
@hs_tech wrote:Could you provide links to where this is stated as the correct usage? We've spoken to our own account specialist and escalated representatives on the high value team when we had a payment dispute and they have both recommended using this method in these orders.
The reasoning is we set our shipping policies where we only allow EiS or don't allow any international orders at all. Buyers attempting to circumvent this with an unapproved third party are cancelled with "issue with buyer address". Of course, we message every buyer we cancel and offer them to place a new order using EiS as indicated in our shipping policies or if this is a mistake we offer to use a local address that is not registered to forwarder whether that is a residential or courier hold for pickup (requires ID with matching address that we enter during label purchase).
@yuzuha is correct. Unfortunately it is not expressly stated in the Cancellation policy. Your issue with Freight Forwarders has nothing to do with EIS. EIS is a very good program for sellers, but has nothing to do with this situation with **bleep**.
If you choose not to believe the advice given here that is your right. But know that Ebay is watching and cracking down on the misuse of the Cancellation system. It is or course your choice to risk it or not. I wish you the best.
@hs_tech wrote:Not at all. We're very aware ebay reviews messages and cancellations as they've directly asked us about them. This was about 2-3 years ago and we pointed out their addresses and our messages regarding our alternatives after cancelling and never heard back. So I'm not sure if something has changed. This also correlates with advice I've seen other sellers provide when someone, often new sellers, is asking about a "suspicious" address such as the forwarders with codes etc. If you and Yuzuha have information that contradicts what we've been following we definitely need to contact our account manager / specialist and the ebay standards team that reached out to us in the past.
You have the right to do whatever it is you feel is appropriate. You have been given information for your consideration. You are welcome to consider it or toss it. It is all in your hands.
@dolcetreasures wrote:It’s absolutely reprehensible that eBay employees are straight up lying. It’s obvious to anyone that the buyers are using freight forwarding. The buyers forwarding codes are on the labels. eBay is still playing this “it could be an employee” game?
The MBG is not Voided for buyers simply because they ship to the address of a FF. The policy does not read that way, but it also isn't very clear. It takes two actions to void the MBG for the buyer. To ship to a FF and for the FF to actually forward it to them and ANY address. The act of reshipping it is what voids the MBG.
If a seller is sending a expensive item to a suspected Freight Forwarder could the item be sent by USPS with Adult Signature Restricted Delivery or some similar service requiring that only the addressee on the label is able to receive and sign for item?
https://faq.usps.com/s/article/What-is-Adult-Signature-Restricted-Delivery
What is Adult Signature Restricted Delivery?
General information on Adult Signature Restricted Delivery service, what the sender receives, and the image of the Adult Signature Restricted Delivery label.
- Nov 13, 2018
- Knowledge
Article Number000006234
Customer Information 
What is Adult Signature Restricted Delivery?
- Adult Signature Restricted Delivery ensures delivery of a package addressed to an adult 21 years of age or older. This service requires the signature of the addressee only, who must be 21 years of age or older.
- Please note that there is also another service, Adult Signature Required, that requires the signature of an adult 21 years of age or older, but the addressee’s signature is not required. For more information on this service, go to What is Adult Signature Required?.
Note: Prior to delivery, the recipient is required to show a government issued photo identification for proof of age and, in some cases, identity.
The customer will be provided the signature and name of the recipient, along with the date, time and location of the delivery.
Notes:
- It does not provide Tracking or Tracing of mail items
- It does not expedite mailing, or provide a guaranteed delivery time
- Adult Signature Restricted Delivery service must be purchased at the time of mailing
- No record of an Adult Signature Restricted Delivery service item is maintained at the office of mailing
Image of Adult Signature Restricted Delivery Label
Sure you could. At least Signature required. And if you want to be covered by seller protection, you need to do that if the order totals $750+.
I was thinking with Adult Signature Restricted Delivery that only the person who the item is address to could sign for the item. If they are not present then the item should be returned by shipper to sender. Would the buyer loose the Money Back Guarantee if they were unable to accept item.
If a Power of Attorney is provided to the shipping company so that they can receive a Restricted Delivery on behalf of the buyer, does the exclusion of "Items collected by a third party on behalf of the buyer" mean the Money Back Guarantee is void?
@stephenmorgan wrote:I was thinking with Adult Signature Restricted Delivery that only the person who the item is address to could sign for the item. If they are not present then the item should be returned by shipper to sender. Would the buyer loose the Money Back Guarantee if they were unable to accept item.
If a Power of Attorney is provided to the shipping company so that they can receive a Restricted Delivery on behalf of the buyer, does the exclusion of "Items collected by a third party on behalf of the buyer" mean the Money Back Guarantee is void?
I'm not sure I understand. You are of the opinion there would be no adult at the Business?
I think you misunderstand the policy you are quoting. A Freight Forwarder is not a "third party". It is shipped from the seller to the Freight Forwarder. But that doesn't make them a 3rd party.
The 3rd party in this kind of situation is the Buyer. They are the 3rd person to handle / receive the item.
Seller --- Freight forwarder --- Buyer
