EBAY OFFERS ZERO SELLER PROTECTION!

[buystopnet]

 I recently sold a Brand New item and received a return request from the Buyer claiming that it was not working and requested a refund.    

The Buyer assured me that the item's condition was the same (Brand New) as I had shipped it but it simply wasn't working so I of course accepted the return.  However, when I got the item back I found that it worked perfectly but it was obviously altered and damaged to the point that I will not be able to relist it.

I immediately took a series of photos showing proof that it works and also showing the altered/damaged condition in comparison to the original listing photos for reference.    

Therefore, prior to issuing the refund I decided to give Ebay CS a call to see if they would help prevent me from having to issue a refund for an item that 1) DOES WORK and 2) WAS DAMAGED by the Buyer and I cannot relist.

I have been selling on Ebay for over 16 years and I rarely contact CS to have them step in, but thought if there was ever a time to do it, that was it. I was confident that based on my excellent selling record and documented proof that they would rule in my favor or at a minimum cover the refund to the Buyer so I didn't have to take the hit (item sold for just under $150).

I was on the phone for nearly an hour, talked to 3 tiers of CS reps explaining the situation and submitted 8 photos as proof showing the item did indeed work properly but was returned altered/damaged by the Buyer and therefore I could not relist it. So, the final CS rep I spoke with was completely sympathetic to the situation and said she would get everything entered and they would provide a ruling within approx 48 hours.

Great right? Well, I should have known that this is Ebay and they don't care about any of that. A few hours later I received a message stating that they had ruled in the Buyer's favor and automatically released the funds on hold to them!

Now I am out the sale price of the item, the original shipping cost, the return shipping cost & I have an item that I cannot relist!

Bottom line: Ebay offers ZERO Seller Protection and I feel as though they had already decided to rule in favor of the Buyer the moment that I hung up the phone with CS! Complete waste of time and a slap in my Top-Rated Seller face!

[whattheactualfox]

@buystopnet try to appeal the case. As I quote from ebay:

"If the buyer returns a different item, or the same item but in worse condition, the seller should appeal to eBay immediately. We'll review the case, and if we find in the seller's favor we'll repay the seller any refund sent to the buyer, and record the incident on the buyer's record. If a pattern emerges, we'll take action against the buyer for fraud. We also track the number of times a seller reports that this happens, to monitor for potential abuse. "

1. Go to your Seller Dashboard.
2. Expand Closed without seller resolution to see your options.
3. Select See cases and find the item in the list.
4. Select See details and then send us an appeal.

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

[buystopnet]

@whattheactualfox  Thanks for the info. I did that today and they sent me the following:

"After reviewing this case, we decided to keep the original outcome. We understand that you received your item in a different condition from when you shipped it. Unfortunately, we weren't able to grant your appeal because we couldn't determine that this was caused by the buyer, or that this was something in the buyer's control."

Absolutely mind numbing! And it's not even the $ that I lost, it's the total disregard by them to actually look at the FACTS of each case and base their decision on them. I mean look at my feedback and my seller history. Ridiculous!

[otow_18]

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@buystopnet wrote:

However, when I got the item back I found that it worked perfectly but it was obviously altered and damaged to the point that I will not be able to relist it.

Therefore, prior to issuing the refund I decided to give Ebay CS a call

Now I am out the sale price of the item, the original shipping cost, the return shipping cost & I have an item that I cannot relist!

Bottom line: Ebay offers ZERO Seller Protection

Complete waste of time and a slap in my Top-Rated Seller face!

---

1. eBay has never stated nor has seller protection for SNAD; eBay clearly states seller protection for INR and UT only.

2. Top Rated Sellers can deduct up to 50% of the refund to recover the decreased value of the item. [But if you foolishly ask us] to step in and help and the item is returned used or damaged, you will not be able to issue a partial refund even if you qualify to issue partial refunds

3. You are out your acquisition cost of the item, shipping and return costs, all fees and @buystopnet you've earned a case closed without seller resolution defect.

[buystopnet]

@otow_18  I never had an opportunity to issue a "Partial Refund' did I?. The full amount of the sale was on hold and I was expected to issue a Full Refund when the item was returned (which I would have done without question had the Buyer's "Item Not Working" claim been true, but it wasn't, PLUS the item was damaged).

[assortedcollectibles]

Buyers on ebay are becoming increasingly cocky. They know they will get away with pretty much anything.

Almost no point selling here anymore.

[downunder-61]

Try face book, they are more likely to allow you to provide your side of the issue

https://www.facebook.com/eBayForBusiness

add the quote from Panda in message to remind them of the responsibility they need to own.

[fashunu4eeuh]

Do you mind my asking why do you not take returns? As a Top Rated Seller, if you offer 30 day returns (buyer pays shipping), you can withhold up to 50% of the refund when you find yourself in the situation you described.

 
There are some seller protections, this being one, but eBay will not ordinarily place a seller’s interest above a buyer’s. Sellers bear all the risk. 

In general, it is not a good idea to get eBay customer service involved. They are not reliable, and sometimes unaware of written policies, as you saw. Other times, they have been known to give, not just bad advice, but damaging advice.

Not much can be done in these circumstances but to report the buyer for abusing the return process. That is about the extent of what a seller can do if ineligible to withhold the 50%.

Sorry you went through this ordeal.

[whattheactualfox]

Can second this

eBay's phone CS is a hit and Miss. I tend to stay away from it and contact eBay's fb page (thx to @downunder-61 for the link) I would let them know that the item was damaged and do not forget the quote.

[auctionairecorp]

It gets worse because now that you've done a return that's going to raise your final value fee ... you can Google that in eBay's help section additional final value fees is the name of it..

there are also other so-called seller defects that you would be given as well which can also lead to higher fees the whole thing is a scam but eBay doesn't care because it makes more money on the shipping labels roughly about 65% profit and then they make it again when it gets shipped back.

you can appeal that decision in fact you can appeal it twice they generally Auto reject the first appeal and then you appeal that..

One would think that a guy with your level of experience in 16 years of working with eBay that you would get a modicum of respect and Trust out of them. 

EBay is an ongoing illegitimate Enterprise

[whattheactualfox]

Question: Isn't there a fine line where they raise the fee? I don't think they would give OP a defect if ebay overturned their final judgement.

Besides, I would only think they increase the fees and add limits if there is x amount of returns in a certain time frame

[auctionairecorp]

I completely disagree with not getting eBay customer support reps involved because they have helped me so many times more than they have hurt me and then if you call back about advice that they gave you that wasn't the best advice they try to fix that as well.. you got to keep calling them.. 

As for this particular case you've got to file and Report the buyer and then follow up on that.. if sellers aren't willing to invest the time to do that for themselves and for those who come after them then how can they complain honestly

[buystopnet]

@auctionairecorp  Thank you. I absolutely reported them. That was the first thing that I did when I received the return, opened it and saw the condition.

[jonathankirkland]

As @fashunu4eeuh said, if you offered 30 day free returns, as a TRS you'd have the ability to subtract 50% of the refund. There's really no reason not to accept returns as you can see a dishonest person is going to force one anyway and then you have no recourse. So yes, there is some seller protection, but you are just learning about it now. Change to 30-day free returns and you'll be protected in the future. And as this becomes more and more popular, the scammers and dishonest ones will either stay away, or pay for their mistakes instead of getting off scot-free.

[oldold-timer]

A 50 percent refund is a slap in the face to the seller that just got 100 percent scammed, IMHO.