EBAY reps need to get on the same page already!

[honestabe411]

I had a customer who is returning an item for reason does not fit. 

The buyer also also said they washed the item, which I am aware they can't return an item from the altered condition, like being washed!

I called 2 customer service reps and both said that I need to wait 3 days to call back and get it closed, while the other said 5 days. 

As far far as I am aware, they can and HAVE closed it immediately when calling with no issues. 

I am sick and tired of having to cal back the CS when they aren't even aware of their own policy!

PLEASE correct me if I am wrong...Do I really need to wait 3-5 days to call back and have them close it? This makes no sense and is becoming a complete waste of time!

[emerald40]

Wait after 10 AM PST then call back.

Show them the ebay emails where the buyer said she washed it thereby altering the item.

Ask them to close it in your favor while you remain on the phone.

You may have to call back more than once to get a CS who knows the rules.

[dbmm-media]

 ebay CSR's are not honest. They lie to get people off the phone. 

[do.you.read.me]

That's rich. I gotta say, you take the cake. LOL 

Washing is not altering unless the item was new. 

A used pair of actually altered pants (not disclosed in your ad). 

You think those used pants have never been washed before they left the original owner who sewed the cuffs  (thus actually altering them) and then you acquire those used, altered pants and foisted them on an unsuspecting buyer , but they're the one's  trying to scam you?

[phcd1]

---

@honestabe411 wrote:

I had a customer who is returning an item for reason does not fit. 

The buyer also also said they washed the item, which I am aware they can't return an item from the altered condition, like being washed!

I called 2 customer service reps and both said that I need to wait 3 days to call back and get it closed, while the other said 5 days. 

As far far as I am aware, they can and HAVE closed it immediately when calling with no issues. 

I am sick and tired of having to cal back the CS when they aren't even aware of their own policy!

PLEASE correct me if I am wrong...Do I really need to wait 3-5 days to call back and have them close it? This makes no sense and is becoming a complete waste of time!

---

I assume this is a SNAD return and not a normal return. "FIT" is a key word with eBay and IS a buyers remorse return by eBay definition. There is no way you should have to pay return shipping for a fit issue. It seems that most of your items have a 30 day return policy. You should be able to call and get a SNAD closed in your favor, but as you'll find out, you won't be able to BECAUSE you have a return policy. I wrote about this back in Nov. 2016 (on this id). You might want to read up about SNAD and how eBay thinks by looking at that post. Just click on my name, and search for "SNAD" (no quotes) and it should be the 2nd one down. It's a long read but it has info you need.

[18704d]

"You think those used pants have never been washed before they left the original owner who sewed the cuffs  (thus actually altering them) and then you acquire those used, altered pants and foisted them on an unsuspecting buyer , but they're the one's  trying to scam you?"

------

Hate to say this, but that might be a good point.

Did the buyer recieve a pair of pants that had been washed..ever?

Because that's what they're allowed to return.

imo,

Lynn

[couldabeenworse]

As far far as I am aware, they can and HAVE closed it immediately when calling with no issues. 

I've heard of Buyer Protection claims being closed immediately in this scenario; not sure that I've seen return policy requests closed that way, though.

[papermoneyforme]

---

@honestabe411 wrote:

I had a customer who is returning an item for reason does not fit. 

The buyer also also said they washed the item, which I am aware they can't return an item from the altered condition, like being washed!

I called 2 customer service reps and both said that I need to wait 3 days to call back and get it closed, while the other said 5 days. 

As far far as I am aware, they can and HAVE closed it immediately when calling with no issues. 

I am sick and tired of having to cal back the CS when they aren't even aware of their own policy!

PLEASE correct me if I am wrong...Do I really need to wait 3-5 days to call back and have them close it? This makes no sense and is becoming a complete waste of time!

---

Remember the song Dazed and Confused or the movie by the same name?

It fits CS very well

[goodluckselling]

You seem to be having a lot of issues in the past week.  Each seems to be unusual.  Not how to help you moving forward?

Good Luck Selling!

[honestabe411]

I agree! A lot of oddball returns and weird requests this week.

Am I wrong? Is a buyer allowed to return an item they washed? Whether it's new or not I would assume it's the same.

Did they follow the correct washing instruction? Cold water? Hang dry...etc. Not a matter of how, but the fact they DID.

[mr_lincoln]

@honestabe411 wrote: "EBAY reps need to get on the same page already!"

_____________________________________________________________________

Perhaps it might be better to start with making sure they have the same book ...

[Anonymous]

[Anonymous]

So how did this one turn out?

[terrycanarsky]

I just want to point out that this is a false set of statements.

While I am sure - especially after having read so many bad experiences on these forums - that there are some CSRs who are less-than, I've spoken with many CSRs over the past year (especially) who were quite knowledgeable, helpful, and willing to go an extra mile to help.  In fact, one even asked another person in the office (it was a completely random situation) to contact a buyer whom we were having a major language problem with at the time.  The transaction was finally resolved to everyone's benefit with that extra little bit of initiative.

So to say in a blanket statement that all the CSRs are dishonest and that they lie is patently false in itself.

And no, I do not work for eBay except as a seller on the site.

~Melody R

[gramophone-georg]

---

@honestabe411 wrote:

I had a customer who is returning an item for reason does not fit. 

The buyer also also said they washed the item, which I am aware they can't return an item from the altered condition, like being washed!

I called 2 customer service reps and both said that I need to wait 3 days to call back and get it closed, while the other said 5 days. 

As far far as I am aware, they can and HAVE closed it immediately when calling with no issues. 

I am sick and tired of having to cal back the CS when they aren't even aware of their own policy!

PLEASE correct me if I am wrong...Do I really need to wait 3-5 days to call back and have them close it? This makes no sense and is becoming a complete waste of time!

---

The policy basically is that a buyer can do whatever they want and eBay will assist them as long as it costs the seller and not eBay.

Let's just call it as it is and spare ourselves the emotional investment & drama.