Customer Support and Case Resolution Misguidance

[bengregg91]

Hey everyone - I was curious if any other sellers have run into a situation like this before...

I sold a used auto headlight. I listed the condition as for parts/ not working and tried to give a decent description and posted a lot of pictures. I explicitly stated that the headlight was broken, the seal was bad, and that it would need to be worked on by someone handy. I listed this item as a non-returnable item because I have no use for it. 

Someone purchased the headlight and when they received it they decided that it was more broken than they could work with. They noted that I used the word "crack" instead of "hole" in describing part of the headlight. I kind of felt bad about using the word "crack" interchangably but this defect was clearly visible in the pictures I posted.

The buyer opened a return and posted very upclose pictures of the hole, exagerating its size a bit. I responded that the defect was clear in the photos originally accompanying the item and also mentioned to some extent in the description.

I was concerned about what would happen so I contacted Ebay's support team. They said that based on the evidence they would likely rule in my favor if a case was open. This was re-assuring.

The buyer still hadn't responded to the message I sent after they opened the return so I made another call to Ebay support to make sure I would be ready for the next step. This time the agent I talked to stated that if a case was opened, she would leave a note on my account so that it was automatically dismissed and ruled in my favor. That was a true relief...

Until today happened. A case was opened and within 10 minutes it was ruled in favor of the buyer. I spent hours of my time making sure this wouldn't happen. I really wouldn't mind the item being returned except that the buyer chose to use priority shipping, which was over 3x (ended up being $67 instead of $20) more than standard shipping. I even advised the buyer in two messages that he/ she would save $45 dollars using standard. I even sent the buyer the differnce between the shipping quote and what he/ she paid for shipping over Paypal because I felt bad that priority costed so much.

While I am upset about Ebay's ruling on this case, I am more upset that two of their support agents gave me word that it would go the opposite direction. At the least I could have offered a partial refund back at that point. Also, the policy for having to pay for the shipping of an item as part of the refund it ridiculous. This was an $80 item. The priority delivery quote was $67. I'm guessing the buyer could have also asked for even quicker shipping method (overnight, etc.) that would have cost over $100. Why should I be responsible for refunding that amount when I have no control over it?

Has anyone found themselves in a sticky situation like this before?

[dtexley3]

Read the forums, this happens ALL the time.

  @Anonymous  I know you get tired of hearing from me, but here's another example of the type of bad advice given by CS.  The seller is "promised" that the things will be found in their favor, but when the time runs out it's automatically found in the buyers favor.

I thought you said these are reviewed by humans?  If this was what happened, supposedly there were notes about the phone conversions?

[coolections]

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@bengregg91 wrote:

I sold a used auto headlight. I listed the condition as for parts/ not working and tried to give a decent description and posted a lot of pictures. I explicitly stated that the headlight was broken, the seal was bad, and that it would need to be worked on by someone handy. 

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Just when I thought I had heard it all.

[castlemagicmemories]

On a SNAD case, seller pays return shipping so it was not the buyer's expense, but yours.   More broken than they thought is not as described.  

What you needed to do was send a postage label to the buyer, or ask Ebay to do it in the case.

Ebay does not want to step in on cases.  They want you to handle it.  Since you did not, you received a very serious defect that can cause you to lose your selling privileges, case closed without seller resolution.

Please check Ebay Help pages or this Board for info.   You don't need to call Ebay every step of the way.  If you are going to sell, read the Selling Help Pages, the Seller Update, and policies.  Read the Selling Board, and be aware of how buyer protection works.   Sorry this happened to you, OP.

[castlemagicmemories]

You're responsible for that amount for two reasons, the item was not properly described, and you did not send a shipping label to the customer, or have Ebay send one.

At the least I could have offered a partial refund back at that point. Also, the policy for having to pay for the shipping of an item as part of the refund it ridiculous. 

Not as described cases are always for the item price, and return and original shipping.  Sorry.

[siayan]

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@castlemagicmemories wrote:

You're responsible for that amount for two reasons, the item was not properly described, and you did not send a shipping label to the customer, or have Ebay send one.

At the least I could have offered a partial refund back at that point. Also, the policy for having to pay for the shipping of an item as part of the refund it ridiculous. 

Not as described cases are always for the item price, and return and original shipping.  Sorry.

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He is not responsible for 2 other reasons, he was told he wasn't twice. If they told he was maybe he would have just refunded and moved on. 

[siayan]

And the response wil be...................

We have avenues for you to persue an appeal.

[Anonymous]

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@bengregg91 wrote:

Hey everyone - I was curious if any other sellers have run into a situation like this before...

I sold a used auto headlight. I listed the condition as for parts/ not working and tried to give a decent description and posted a lot of pictures. I explicitly stated that the headlight was broken, the seal was bad, and that it would need to be worked on by someone handy. I listed this item as a non-returnable item because I have no use for it. 

Someone purchased the headlight and when they received it they decided that it was more broken than they could work with. They noted that I used the word "crack" instead of "hole" in describing part of the headlight. I kind of felt bad about using the word "crack" interchangably but this defect was clearly visible in the pictures I posted.

The buyer opened a return and posted very upclose pictures of the hole, exagerating its size a bit. I responded that the defect was clear in the photos originally accompanying the item and also mentioned to some extent in the description.

I was concerned about what would happen so I contacted Ebay's support team. They said that based on the evidence they would likely rule in my favor if a case was open. This was re-assuring.

The buyer still hadn't responded to the message I sent after they opened the return so I made another call to Ebay support to make sure I would be ready for the next step. This time the agent I talked to stated that if a case was opened, she would leave a note on my account so that it was automatically dismissed and ruled in my favor. That was a true relief...

Until today happened. A case was opened and within 10 minutes it was ruled in favor of the buyer. I spent hours of my time making sure this wouldn't happen. I really wouldn't mind the item being returned except that the buyer chose to use priority shipping, which was over 3x (ended up being $67 instead of $20) more than standard shipping. I even advised the buyer in two messages that he/ she would save $45 dollars using standard. I even sent the buyer the differnce between the shipping quote and what he/ she paid for shipping over Paypal because I felt bad that priority costed so much.

While I am upset about Ebay's ruling on this case, I am more upset that two of their support agents gave me word that it would go the opposite direction. At the least I could have offered a partial refund back at that point. Also, the policy for having to pay for the shipping of an item as part of the refund it ridiculous. This was an $80 item. The priority delivery quote was $67. I'm guessing the buyer could have also asked for even quicker shipping method (overnight, etc.) that would have cost over $100. Why should I be responsible for refunding that amount when I have no control over it?

Has anyone found themselves in a sticky situation like this before?

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I've gotten this reviewed and you will be receiving an update via email shortly. So sorry for the conflict between what you were told and how the case was decided - keep us posted if you have additional questions!

[d-k_treasures]

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@coolections wrote:

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@bengregg91 wrote:

I sold a used auto headlight. I listed the condition as for parts/ not working and tried to give a decent description and posted a lot of pictures. I explicitly stated that the headlight was broken, the seal was bad, and that it would need to be worked on by someone handy. 

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Just when I thought I had heard it all.

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Ummm ... it's called recycling, especially if it can be fixed and someone doesn't feel like shelling out 300 bucks for a new one.

[ittybitnot]

And the response wil be...................

We have avenues for you to persue an appeal.

LOL....   

or  

Call customer service...they will help????? when the other reps mispoke lied and made the problem worse, they are specially trianed. 

[jonathankirkland]

These types of threads make makes me so angry and upset to keep hearing about.

The OP did everything right and took all necessary precautions and still got burned.

I feel if the OP had not come here and attention drawn specifically to this case by an ebay employee, he would not be received any type of refund or be able to work this out with ebay.

Ebay really needs to handle these things better and hire people who know what they are talking about instead of minimum wage people reading a script that they don't even understand.

[d-k_treasures]

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@jonathankirkland wrote:

These types of threads make makes me so angry and upset to keep hearing about.

The OP did everything right and took all necessary precautions and still got burned.

I feel if the OP had not come here and attention drawn specifically to this case by an ebay employee, he would not be received any type of refund or be able to work this out with ebay.

Ebay really needs to handle these things better and hire people who know what they are talking about instead of minimum wage people reading a script that they don't even understand.

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Or use a special magic 8 ball to come up with a response.

[jonathankirkland]

And furthermore, I think anything listed "for parts or not working" should not be able to be returned for any reason PERIOD.

This puts more responsibility on the buyer to think carefully about whether they want to risk buying something that isn't working in an attempt to fix it. The MBG program is abused so badly and in this category it really has no business being there at all. Buyers carelessly buy things they think they can fix and then when they can't they have "remorse" for that but claim it's because it was "more broken" than they thought. Spare me that nonsense!

I know people will say "but what if the seller just sends an empty box?!" Oh please. I think anyone selling an item on here that to them is "broken junk" will be more than happy to be rid of it and get some money for it.

[d-k_treasures]

Yeah, I should have just passed by or tossed the carbide miners lamp because it was missing the water cap on the top and not auctioned it off here to the tune of 298.00

[ittybitnot]

Yeah, I should have just passed by or tossed the carbide miners lamp because it was missing the water cap on the top and not auctioned it off here to the tune of 298.00

To further make ebay's position clear...you should have sold it describing the missing cap, then had a SNAD because the 'cap was missing', called CS and tell them it was remorse and listen to them agree with you and say the dispute will be found in your favor.  Then ten minutes later get the "found in favor of the buyer" message from ebay telling you to provide the return label.   

THAT IS HOW IT WORKS. 

You can appeal if you get back an empty soup can, but then you get the speech about being a business and there is always risk.