Hello,
Recently I lost my item listed on eBay and more than 300 USD because of a scheme that was covered by eBay customer support. I would like to stress that my problem is with the eBay Customer Support, not with anyone else.
OK, here is the situation. A buyer opened Item not as described case and suggested to keep the item for partial refund of 80.00 USD. I declined and accepted the return. The buyer said that the registered mail is not reliable and insisted on a courier delivery for almost the half of the proposed partial refund amount. As registered mail was OK when I shipped the item to him and there were no proposals from his side to pay extra for expediate delivery, I consider such a proposal as a leverage to make me agree to refund him 80 dollars. So, I disagreed and sent him USD 7 for registered mail. I sell postal stamps, so the shipped items are not heavy or bulky and the shipping cost is usually USD 5-7. While the buyer demanded USD 35 for shipping.
Then I was contacted by the customer service, whose representative sent me a message threatening to issue the buyer the full refund without my consent and let him to keep the item unless I agree on his conditions. When I described the situation, I received an answer that it does not matter how the item is returned, the most important thing is that it can be tracked. So, I provided a screenshot of the payment of USD 7 both to the customer support and to the buyer. Besides, I provided info that the paid amount is within the tariffs for registered mail in the buyer’s country post.
Several days ago, I received a notice that the case had been closed with a refund to the buyer. That was quite a surprise as all the way I tried to comply with the buyer’s demands except for the demand to pay extra for a courier service. I could not and still cannot understand what I have done wrong: I agreed for the return, I paid for the return registered shipping and provided proof of it. I gave info that the paid amount is within the tariffs of the buyer’s country post. The notice did not explain what I did wrong or wat rules I violated. I appealed the decision, but that was no use either. And again, no explanation at all!
In my messages to the Customer support I mentioned that their can be a problem with the buyer as he wins items at any price and then start bargaining to make the seller agree for a substantial discount. Or make them pay substantial amounts for return shipping. One additional detail: a year ago I blocked this buyer (the name and the place of residence are the same) who tried to do the same thing under another nickname. But any my arguments were not taken into consideration and I ended up without the item, without the money and I paid for the service (return shipment) that I never received. All that due to a decision of the eBay Customer support that did not even made a courtesy to explain me my ‘wrongdoings’.
As a seller I pay annually tens of thousands USD of eBay fees (I have two seller accounts) and think I have the right for a decent service from eBay!
I think the situation has all the features of a scheme. And the eBay customer support covers this scheme making eBay quite uncomfortable place for sellers. As a seller, I feel absolutely unprotected before dishonest buyers.
May be someone had a similar experience before and could help me in my situation.
Is such a decision legal? How come eBay decides that my property is not my property no longer and belongs to someone else? I would think that in legal terms such actions qualify (or may qualify) as a criminal violation – robbery, theft etc.
Is there any other way to appeal such a decision? I occurred in a situation when decision is taken irregardless of my actions or arguments I provided. I don’t even know how should I behave if such a problem happened again? Should I agree for all ridiculous demands of a buyer right away?
Sorry for a long text
I wish you never occur in such a situation!
