Customers Keep Selecting Wrong Return Reason

[webwanna]

JUST VENTING....   I just had a customer open up a return for "Wrong Item Sent" and in the notes the buyer puts.... "need the pierced earrings".  The item title was Joan Rivers Clip On Earrings....  the pictures show the clips.  The description includes Joan Rivers Clip On Earrings.  I sent the correct item. 

Come on, Ebay.  Really??? That's going to count against me as an INAD return.   Uggghhhhhh!!!!!!

It's hard to sound pleasant when your informing the buyer that they did something wrong and I really don't like having to do it, but Ebay is leaving me no choice.  & now another buyer on my BBL because of this.  The INAD return penalty is so so lame.  Actually leads to worse customer service if you ask me.

We need a way to appeal wrong return reason!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[crimsonred123]

There is a way to appeal a wrong return reason.  Go to Resolution Center.   Select buyer made false claim. Claimed the item was not as described when that wasn’t true.

https://spd.ebay.com/RBASellerHub

[webwanna]

Yes, I plan to report the buyer.  I also sent a message to the buyer to inform them they need to select the correct return reason.  In this case that would be "Changed My Mind". 

But, in my experience, filing the report doesn't adjust down your INAD return #.  Have you had success getting an incorrect INAD return removed from your list?

My understanding is that only happens if the buyer gets the boot.  So far none of my incorrect return INADs have been removed.

[remote_controls_and_more]

I just used this, doesn't seem to remove defects or give back return shipping. Just informs Ebay about a false return. No other action seems to happen.

[ittybitnot]

I just used this, doesn't seem to remove defects or give back return shipping.

No, it does not. A buyer may choose any reason they want, and typically choose one that makes sure they get a "free return" shipping label.  The selling metric ding stays no matter what, simply because the case was opened.  

The case may be found in favor of the seller, but the ding remains.

eBay has suggested for a while now that buyers choose the wrong reason by "accident".  I don't believe in the tooth fairy either.   

[remote_controls_and_more]

I called today about a false reason return. The person on the phone told me it won't effect my seller rating he took care of it, it was the 3rd person I was transferred to. I doubt he actually did anything but I will know once metrics update for this month.

The first person I talked to told me to dispute the return shipping charge with PayPal. I asked her if she wants me to dispute the shipping charge against ebay (that's who charged me the shipping) She seemed confused. I don't think disputing the shipping in PayPal is the correct thing to do..

[webwanna]

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@remote_controls_and_more wrote:

I called today about a false reason return. The person on the phone told me it won't effect my seller rating he took care of it, it was the 3rd person I was transferred to. I doubt he actually did anything but I will know once metrics update for this month.

I offer Free Returns so the return shipping cost is not the issue.  I did charge shipping on the way there and that may be why they selected an INAD reason for return so they could get the extra 2.99 refunded.

What I am more concerned about is the INAD return penalty which increases your FVF by 5%.  Ebay is showing a ridiculously low Peer % for the Jewelry and Watches Category of 1.11% and I am right around there so this will probably put me over my peers.  Still in the Average category, but I have no idea what the Very High % is so it concerns me.

Did you check your INAD Return Report?  It's on Performance/Service Metrics page....  I'd be surprised if they actually removed it.  

I have an INAD return listed and counting against me for an item that was never returned.  The buyer opened a return request and then never actually returned the item.  Ebay still has it on my list.

[remote_controls_and_more]

My current report only goes till April 30, this inad was in May.

[webwanna]

I'll keep my fingers crossed for you, but I won't hold my breath....

[jeannicho22]

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@webwanna wrote:

I'll keep my fingers crossed for you, but I won't hold my breath....

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Yes, eBay tells us they are really really serious this time in protecting sellers from fraudulent returns.  ummmm hmmmm.  Why on earth would eBay have a seller's back, when they can increase seller's fees by 50% by not removing the defect.

[bigdeals.etc]

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@remote_controls_and_more wrote:

I called today about a false reason return. The person on the phone told me it won't effect my seller rating he took care of it, it was the 3rd person I was transferred to. I doubt he actually did anything but I will know once metrics update for this month.

The first person I talked to told me to dispute the return shipping charge with PayPal. I asked her if she wants me to dispute the shipping charge against ebay (that's who charged me the shipping) She seemed confused. I don't think disputing the shipping in PayPal is the correct thing to do..

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Hahahaha. You must've called them when they were super busy and they let the janitor answer your call. Sadly I would agree with you and not get your hopes up.

Disputing the return shipping charge with PayPal is a pretty good wild goose chase. Why would you dispute a charge with PayPal that gets billed to your eBay monthly statement? Yes, your return shipping charges get billed to you every month by eBay just like your final value fees do. PayPal has nothing to do with this. What they told you to do is the same thing as if you go to UPS to complain about a shipment that dropped off with the Post Office using stamps.

[ersatz_sobriquet]

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@bigdeals.etc wrote:

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@remote_controls_and_more wrote:

I called today about a false reason return. The person on the phone told me it won't effect my seller rating he took care of it, it was the 3rd person I was transferred to. I doubt he actually did anything but I will know once metrics update for this month.

The first person I talked to told me to dispute the return shipping charge with PayPal. I asked her if she wants me to dispute the shipping charge against ebay (that's who charged me the shipping) She seemed confused. I don't think disputing the shipping in PayPal is the correct thing to do..

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Hahahaha. You must've called them when they were super busy and they let the janitor answer your call. Sadly I would agree with you and not get your hopes up.

Disputing the return shipping charge with PayPal is a pretty good wild goose chase. Why would you dispute a charge with PayPal that gets billed to your eBay monthly statement? Yes, your return shipping charges get billed to you every month by eBay just like your final value fees do. PayPal has nothing to do with this. What they told you to do is the same thing as if you go to UPS to complain about a shipment that dropped off with the Post Office using stamps.

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So ebay customer service rep suggested the seller take on ebay by disputing the shipping charges through paypal? Will the seller still have a selling account at the end of that day? Oh that's rich....

[mam98031]

There are so many of us that completely agree with you and feel your pain.  Unfortunately you need to take care of the customer and process the claim.  But once it is done, appeal the claim and report the buyer.  This is really important.  We ALL need to be reporting these buyers that misuse or abuse the return system.  The Spring Seller Update is giving us more of an ability to do this.

But what is really good about the Update is that if Ebay does deem this claim was abusive, they CAN remove if from your Service Metrics numbers as well as reverse the claim.  So REPORT.  While it isn't anything that is going to be instant, it is all we have at this time.  But it is more than we had last month.  Because before the Spring Update we had NO WAY of getting a SNAD / INAD off our Service Metrics records.

[lasantino]

oh my gosh,, another example of ebay talking out of both sides of their mouth,,,,,

the cs rep was correct,, it will not affect your seller performance rating...

however,,it will affect your seller metric rate... these are two completely different measurements and they are handled by different departments.. and as of now.. there is no way to remove an incorrect seller metric ding from your seller metric..  

 sure,, your seller performance won't be affected.. but the inad return will add to the total number of inad cases ebay scores against you !..   If your inad seller metric is "very high" as compared to your peers, you will be charged the additional 4% final value fee... this in effect takes your final value fee from 10% to 14%.. a 40% increase...!!

[webwanna]

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@jeannicho22 wrote:

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@webwanna wrote:

I'll keep my fingers crossed for you, but I won't hold my breath....

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Yes, eBay tells us they are really really serious this time in protecting sellers from fraudulent returns.  ummmm hmmmm.  Why on earth would eBay have a seller's back, when they can increase seller's fees by 50% by not removing the defect.

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Of course unscrupulous companies and people do all sorts of things to get a buck.   We each have to decide what we will tolerate.