Damage return

[myangel2007]

A buyer had open an appeal on a return that she made overseas, the bag arrived damaged and I tried to settle with her but she refused.

I find it ridiculous that the decision was made to her favor when I had uploaded the pics showing the damage to the bag and also upload a pic of the way she shipped it in a thin plastic envelope, it took 28 days for me to receive it so imagine how many shipments ended up on top of this package, it is beyond me to receive a damage bag the appeal department refund her the full amount with no explanation as to why they went in her favor, it is my believe that they didnt ck that this bag was damage nor did they look at the pics. I had spoken to 2 of your employees in the escalating dept and both agreed that this case should had gone in my favor, I can't afford to loose 250.00 and at the same token is not fair for the buyer to get all that money when she is at fault.

Does anyone know who I can contact higher up via email to complain on how unfair this appeal was handled?

[coolections]

Don't understand. The buyer claimed to receive a "damaged" bag and you tried to settle with her ? Just what type of settlement did you propose ? She refused , sent it back and it got further damaged ?

[m60driver]

There is nothing you can do other than to spend more time and still get nowhere.  You sell enough high end bags that you should be able to absorb the loss.  If you can't then it is just a lesson that you need to raise your gross margins.  As for myself, I won't even sell the small inexpensive gadgets that I do sell overseas although the same thing can happen with a domestic buyer.

[myangel2007]

No, she purchased the bag from me 28 days later (2 days before the 30 days) she open a return that it was a gift and the person didnt like it, she had till the 15th of June to return it, she return it on the 14th from overseas, when I received it 28 days later the bag was damaged, I uploaded pics of the damage and also a pic of how she shipped it in a thin plastic shipping envelope, mind you this was a backpack all brand new in the original packaging that I shipped to her in a box with all corners padded to prevent any damage in transit. 

She didnt upload the tracking so eBay automatically closed the return, she emailed me all bent out of shape thinking I closed it, I explained to her when I got the bag and inspected I would call eBay to figure out how to refund her money, but the bag arrived damaged creases, indents, the base instead of being flat was bulged, she refuse to take less money so she open an appeal and they went in her favor, someone didnt take the time on the appeal department to ck that the bag was damaged, I called eBay and 2 of the people in the escalating dept agreed with me this case should had gone in my favor, it was sent again and they still went for the buyer. How can this be possible and no reason as to why and you can't contact anyone in that dept. 

[katzrul15]

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@myangel2007 wrote:

A buyer had open an appeal on a return that she made overseas, the bag arrived damaged and I tried to settle with her but she refused.

I find it ridiculous that the decision was made to her favor when I had uploaded the pics showing the damage to the bag and also upload a pic of the way she shipped it in a thin plastic envelope, it took 28 days for me to receive it so imagine how many shipments ended up on top of this package, it is beyond me to receive a damage bag the appeal department refund her the full amount with no explanation as to why they went in her favor, it is my believe that they didnt ck that this bag was damage nor did they look at the pics. I had spoken to 2 of your employees in the escalating dept and both agreed that this case should had gone in my favor, I can't afford to loose 250.00 and at the same token is not fair for the buyer to get all that money when she is at fault.

Does anyone know who I can contact higher up via email to complain on how unfair this appeal was handled?

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It was handled exactly how it should have been.  Buyer returned item based on your OP (you do not state why) and it was evidently damaged in shipping back to you, correct?  

If a Buyer opens a return, once the item is noted as delivered back to the Seller, e-Bay will refund the buyer, if you do not.  Did you refund her or did e-Bay?  You are a TRS, so you could have applied up to a 50% reduction for the damaged bag potentially and e-Bay will typically support a seller for same as long as the return was a "remorse" return.  Did the buyer file an "item not as described"??

You can try reaching out to e-Bay on Facebook for Business, but really need a little more info on what the reason for the return was and who granted the return - you or e-Bay?  How would e-Bay "check" to see if the bag was damaged?  Wasn't the bag returned to you?

Your post is like you are posting to e-Bay, but this is a Seller peer to peer board....e-Bay CS is not reading this, etc.

(15) eBay for Business | Facebook

[myangel2007]

Yes but is not fair that she gets her money back on a damage return, just another example of eBay always has preference with the buyers. Thats why buyers do whatever they want here and they get away with murder on eBay.

[katzrul15]

@myangel2007 

We cross-posted.  So you received the damaged bag back before or after the return was closed by e-Bay?

Once you received the bag back, did you do any type of refund to the Buyer or as it was damaged, you did not refund her at all?  If it is the latter, the Buyer was out the money and the Bag (damage withstanding), so I am not surprised they filed and appeal.

[stainlessenginecovers]

Another return needing a 'middleman/escrow system'.  Sellers may even have to pay for this service, but even 10% would be better than eating 100%?? 

[bbravo65]

@stainlessenginecovers 

...must have to agree with you that eBay needs an escrow company to neutralize the return processing, not "one-way" MBG for buyers...and whoever in that "third-party escrow" should not work for eBay...the model for that can be as similar as in real estate business...

...don't think many would refuse to pay for a little extra fee but great in return for security purposes in dealing with buyer's false claims...

[pikabo-icu]

@katzrul15 

Yes I have to agree with Katz here..

If they shipped the bag back and had no money and no bag eBay is going to side with the buyer.

The buyer should receive a refund.

Now that said, buyer's packing was sorely lacking and as a TRS you should have done the refund without having eBay step in, you then could have deducted 50% for the damaged condition of the bag. 

Sadly, having eBay step in was what did it to you..

At least you have the bag and can sell it anew albeit at a discounted price.

Next time you have a difficult case like this; Please come to the board and sellers here will help you resolve it with the least amount of loss & pain. 

I get the principle and your anger- I sell designer bags too and a damaged one is worth FAR less but you have to navigate within the policies to lesson the financial loss..

Sorry... 

[pikabo-icu]

I am such a dope..

I meant to @myangel2007   Not Katz.. sheesh

[myangel2007]

What happened was that when she return the item she never uploaded the tracking so once the deadline for the return had past eBay closed the return, I contacted eBay and they told me to wait till I had received the item back and inspected and then call eBay so they could help me issue the refund, the buyer sent the bag overseas in a thin plastic envelope and it got damaged due to the way the shipped it, it had creases, indents and the base of the backpack instead of being flat it was bulged. So I uploaded the pics and I contacted the buyer and send her the pics, then I contact eBay and I told them I was going to give her half of what she paid since I couldn't sell it for the same price, they told me to try to work it out with her, but of course she refused and she open an appeal on a closed return, the appeal dept I believe that went by the return and didnt look at the messages or the fact that the bag was damaged and they issued her a full refund. And it was a buyers remorse. I spoke to 2 people in the escalating dept since there is no way to get anyone in the appeal dept, they agreed with me that this case should had gone in my favor, the try to send it back to appeal and they still went for the buyers favor. This was really unfair. 

[myangel2007]

The return was closed before I got the bag back

[myangel2007]

I did what eBay said, I offered her 50% refund and of course she refused, I asker her for her Pay pal account to issue her a refund and instead she open an appeal

[myangel2007]

I agree, because as always eBay takes preference for the buyers and thats why buyers do what they do in eBay, they practically get away with almost anything.