Do policies change daily with customer service? Why are sellers eating shipping in claims?

[whomedecor50]

Having the issues with a damaged item returns everytime I blink this holiday season. Most recent - after 3 weeks, the person has not shipped the item back, and ebay told me 2 days ago to do nothing until I got the item. In the middle of the night, it was escalated to a case, the buyer stated it was too hazardous to send back even though he states in the messages that he threw it away instantly, and they gave MY money to the buyer.

It was shipped International through a hub, and everything I'm reading says I'm not liable, so why am I'm losing money?  Everything for USA buyers says they must send the item back (and they've made me do that to a lot of buyers with items damaged in shipping). I'm tired of losing money for shipping everytime I turn around just so I can get a broken item back to throw away.

Not sure why the "rules" change daily with customer service, but I'm really reaching the end of my patience with them! I also don't think they should be allowed to take our funds as easily as they do.

All of the returns/cases/calls are unbelievable. It should go to having sellers file a claim with the shipping partner that destroyed the item. Or change it to everything having insurance, and if it arrives damaged, we click a button and it's covered by a claim.  Why isn't ship cover on UPS packages??

I love that ebay advertises $100 coverage with UPS ground saver and that is absolutely untrue! No accountability with anyone if an item is shipped that way - ups didn't deliver it, so they do nothing, and usps says they didn't initially receive it, so they do nothing. 

I've been on here for 24 years! If I didn't have to have this pay my bills right now, I would've walked away years ago with all of the other sellers.

[go-bad-chicken]

@whomedecor50 

Which item did the buyer make the claim that it was hazardous? 

Was that item shipped vis the EIS?

[dbfolks166mt]

     A little more information would help. Can you provide the item number? Where did this item ship to? 

[whomedecor50]

Item # 126820787819

These are incredibly fragile. I've had a couple of others break that stayed in the US, and ebay made the buyers return them even though they are unsalvageable.

It shipped to ebay's hub in KY, then to Japan via ebay international.

[lb23cavaliersmvp · Accepted solution]

For what it is worth I had a similar occurrence with an item shipped domestically. The buyer demanded a refund for a fragile item supposedly delivered damaged, I asked for a photo which was never sent, accepted a return, the buyer claimed it was too dangerous to ship, they opened a case and ebay refunded the buyer without returning the item. I was able to have the refund reversed, i.e. I was refunded, because the buyer did not provide proof of damage to ebay. I was able to do this using the website customer service.

[lacemaker3]

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@whomedecor50 wrote:

Item # 126820787819

These are incredibly fragile. I've had a couple of others break that stayed in the US, and ebay made the buyers return them even though they are unsalvageable.

It shipped to ebay's hub in KY, then to Japan via ebay international.

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That item number redirects to another, active, listing from the associated product page.

Here's a link that won't redirect so it goes to the actual sold listing.

https://www.ebay.com/itm/126820787819?nordt=true

Just FYI to help responders answer.

Edit: that was listed with eBay International Shipping, so as long as it arrived undamaged at the shipping hub, eBay should be covering the cost of the refund.

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-shippin...

[kensgiftshop]

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@whomedecor50 wrote:

Having the issues with a damaged item returns everytime I blink this holiday season.

Why are you having so many items damaged?

I'm tired of losing money for shipping everytime I turn around just so I can get a broken item back to throw away.

You don't have to pay to have it returned, just refund and let them keep it.

It should go to having sellers file a claim with the shipping partner that destroyed the item.

It's up to you if you want to fie an insurance claim.

Ask the buyer for a few pictures of the item and package, then refund the buyer.
Have the buyer hang on to the item and package so it can be inspected.
You file a claim with the carrier.

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[ittybitnot]

It shipped to ebay's hub in KY,

@whomedecor50 

I did not know that eBay had a EIS shipping hub in KY.  I thought it was in IL. 

[whomedecor50]

In my experience, one you refund the buyer the money, they are no longer willing to help with having the item inspected. They file a claim at that point because they want their money immediately and don't want to wait for sellers to jump through hoops with UPS. Ebay makes them return the item even though you have a claim with UPS. Have you filed a claim with UPS lately? You post the payment address in 4 places yet they keep requesting it and send paperwork through the mail for you to post it again, then email to call them to provide it again. It's ridiculous.

I sold the bakers that are fragile. They are my only damaged items this season. In hindsight, I wish I hadn't listed them on ebay and sold them locally. 

[dbfolks166mt]

Item # 126820787819

These are incredibly fragile. I've had a couple of others break that stayed in the US, and ebay made the buyers return them even though they are unsalvageable.

It shipped to ebay's hub in KY, then to Japan via ebay international.

     I found the item and according to the shipping information it would have gone through a EIS hub in Kentucky on its way to Japan. I was not aware of the Kentucky hub just the Illinois and California ones but entirely possible they opened an additional one. 

     I do not believe eBay has changed the seller protections under EIS and you are correct if the item arrived in good condition at the EIS hub then according to the EIS protections this case should have never made it back to you. EIS will send you an informatory message that the buyer opened a claim but that there is no action required on your part. This includes coverage for CC chargebacks. 

     As for customer service they are pretty much useless these days and will tell you what you want to hear to get you off the phone even if that means lying to you. You need to appeal the case but before doing so you should contact eBay through one of the following social media sites and explain this item went through the EIS program and any refunds to the buyer should have been through the EIS program. These individuals appear to know what they are doing. 

     Please return and let us know how this gets resolved. If EIS has changed the seller protections under the EIS program I am sure a LOT of sellers would want to know that.  

https://www.facebook.com/eBayForBusiness/  

https://twitter.com/askebay?lang=en 

[dbfolks166mt]

It shipped to ebay's hub in KY,

@whomedecor50 

I did not know that eBay had a EIS shipping hub in KY.  I thought it was in IL. 

     I was not aware of the Kentucky hub either but it is possible they opened another one. The only two I knew about were in Illinois and California. 

[dbfolks166mt]

For what it is worth I had a similar occurrence with an item shipped domestically. The buyer demanded a refund for a fragile item supposedly delivered damaged, I asked for a photo which was never sent, accepted a return, the buyer claimed it was too dangerous to ship, they opened a case and ebay refunded the buyer without returning the item. I was able to have the refund reversed, i.e. I was refunded, because the buyer did not provide proof of damage to ebay. I was able to do this using the website customer service.

     Generally eBay does not require the buyer to provide any proof regarding a NAD claim. It may be that eBay provided you a courtesy refund to you or eBay didn't buy off on the claim that it was "too dangerous to ship" but you never mentioned what the item was.

[kensgiftshop]

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@whomedecor50 wrote:

In my experience, one you refund the buyer the money, they are no longer willing to help with having the item inspected. They file a claim at that point because they want their money immediately and don't want to wait for sellers to jump through hoops with UPS. Ebay makes them return the item even though you have a claim with UPS. Have you filed a claim with UPS lately? You post the payment address in 4 places yet they keep requesting it and send paperwork through the mail for you to post it again, then email to call them to provide it again. It's ridiculous.

I sold the bakers that are fragile. They are my only damaged items this season. In hindsight, I wish I hadn't listed them on ebay and sold them locally. 

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Buyer doesn't have to wait for the seller to deal with the carrier, you refund the buyer, then deal with the carrier.

Ebay doesn't make them return the item, if you just refund, It's up to you if you want it returned or not.

No, I don't use UPS, so never filed a claim with them.

[lb23cavaliersmvp]

The claim was not NAD but rather damaged in shipment.

[lb23cavaliersmvp]

I meant to add that when I spoke to ebay customer service, I was first told that nothing could be done, so I asked if they were indicating that I could buy an expensive fragile item, claim it was broken and too hazardous to ship and ebay, without proof, would allow me to keep the item and receive a full refund? I was immediately told no, that ebay should have received proof of damage before refunding the buyer and that I would be reimbursed.