Ebay makes it difficult for sellers to resolve issues

[cnmy1178]

It is very hard to facilitate communication with a buyer when there is an issue. It almost seems that Ebay counteracts  wants buyers to just open returns  and doesn’t give us sellers opportunity to resolve anything. I find that buyers are not encouraged to communicate. And we sellers have no chance of resolving anything before the return is requested. Consequently we are punished . Do you think Ebay is not doing enough in that respect or they just do it on purpose?

[downunder-61]

When a buyer inititates a return or any other claim usng the MBG, eBay always suggests they attempt to contact the seller first to work things out.

Buyers do not always do this because they can't be bothered and sometimes it depends on the sellers own refund/policy settings.

For example if a seller 'Does not Accept Returns' - a buyer will assume there is little point in communicating  so go direct to a case.

[pburn]

Speaking with my buyer's hat on, I've had unpleasant experiences the couple of times I've contacted a seller in advance of opening a return. I wouldn't do it again--I'd just go straight to the return option.

Buyers who are not all that familiar with a third-party marketplace may be uncomfortable contacting a seller. Even if said buyer does a lot of online retailing, it may seem odd to request a return and then have to negotiate with a seller--something they are not used to doing when buying from target.com or homedepot.com or other non-marketplace retailers.

[espresso_warehouse]

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@cnmy1178 wrote:

It is very hard to facilitate communication with a buyer when there is an issue. It almost seems that Ebay counteracts  wants buyers to just open returns  and doesn’t give us sellers opportunity to resolve anything. I find that buyers are not encouraged to communicate. And we sellers have no chance of resolving anything before the return is requested. Consequently we are punished . Do you think Ebay is not doing enough in that respect or they just do it on purpose?

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My favorite is still when someone 3,000 miles away buys a pick up only item and won't respond to messages.

Maybe one of the buyers here can explain why they do that. I really don't get it.

Curious if you could provide more details about your issue though? I don't find it is difficult to contact people but they are often not very professional and respond with something like 'u pay free shipping now' or whatever. And eBay for sure doesn't encourage much more effort than that but that's kind of just retail.

[forward-motion]

I agree with you, therefore I took action. After the sale and I ship the item, I send feedback asking the buyer to contact me first if there is a problem. I now attach my packing slip on the outside of the package with a message highlighted and underlined in red, contact me first. I then send a message a day later thanking them for the purchase, and if any problems, contact me first. 

It doesn't happen all the time, but I would say most of the time the buyer contacts me first and then I direct them what to do.  

[vintagecraze50]

We indicate in our listing directly to contact us if there are any issues. We also offer free returns and paid return shipping. The system is set up to allow a easy process for buyers to return merchandise if they choose to do so. I agree that it is a good idea to contact a seller if there is something they need to be clarified, but ultimately this must be a easy process for folks on here.

[cnmy1178]

Sometimes I think that the option to contact seller might be hidden for buyers on purpose. If buyer opens not as described then it is better for Ebay. Soemtimes item fails and needs replacement or we ship so ething else accidentally and want to correct it all but really have no chance if buyer jumps right into opening the return request. When that happens (buyer opens case without giving me chance of correction) I feel like I don’t want to deal with this buyer anymore (I don’t want to interact after the fact and want to block such buyer ). Or even we are not getting the chance of finding out what buyer has problem with — maybe simple fix if communication happened. 

[cnmy1178]

@downunder-61

„eBay always suggests they attempt to contact the seller first to work things out.”

I don’t think it is like that anymore but it used to. 

could someone take a screenshot of what options they have when they want open the return?

[bebe-1153]

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@cnmy1178 wrote:

@downunder-61

„eBay always suggests they attempt to contact the seller first to work things out.”

I don’t think it is like that anymore but it used to. 

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And when it used to, it was disastrous.

Because when the buyer takes the first step to contact the seller, IT OPENS A CASE.

[katzrul15]

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@cnmy1178 wrote:

Sometimes I think that the option to contact seller might be hidden for buyers on purpose. If buyer opens not as described then it is better for Ebay. Soemtimes item fails and needs replacement or we ship so ething else accidentally and want to correct it all but really have no chance if buyer jumps right into opening the return request. When that happens (buyer opens case without giving me chance of correction) I feel like I don’t want to deal with this buyer anymore (I don’t want to interact after the fact and want to block such buyer ). Or even we are not getting the chance of finding out what buyer has problem with — maybe simple fix if communication happened. 

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E-Bay wants the Buyer to have a "hassle-free" buying experience.

The return process is streamlined now - some returns require Zero Seller interaction, which is exactly what e-Bay wants.

You need to change your Seller "mindset".  This is not about the Seller.  It is ALL geared towards the Buyer. 

Sellers who still labor under the illusion they can deny/refuse Returns....  Labor.  

[bebe-1153]

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@cnmy1178 wrote:

could someone take a screenshot of

- what options they have

- when they want open the return?

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If the buyer clicks "Return this item"

- when they want open the return

and these are 

- what options they have.

[cnmy1178]

„Sellers who still labor under the illusion they can deny/refuse Returns....  Labor.„

i accept returns and they are free. It is about Ebay not letting me resolve issues before (buyer may be using items improperly and needs some help but if ebay won’t let buyer communicate then buyer returns item thinking it was defective while it wasn;t; ebay losses and everyone else). If buyer requires exchange then I can’t provide that after return has been filed.

[cnmy1178]

@bebe-1153 

So is Ebay in any of the choices steering buyer to message seller before opening request to return?

[cnmy1178]

@bebe-1153 Bebe

@cnmy1178 wrote:

@downunder-61

„eBay always suggests they attempt to contact the seller first to work things out.”

I don’t think it is like that anymore but it used to. 

And when it used to, it was disastrous.

Because when the buyer takes the first step to contact the seller, IT OPENS A CASE.

RESOLUTION IS WHEN CASE IS ESCALATED. BUT THAT IS RESOLUTION CENTER (MBG). IF YOU ACCEPT RETURNS THAN THAT IS NOT HOW THE CASE EVOLVES. 

[cmbm_18 · Accepted solution]

Hey cnmy1178,

Now a day Ebay Flatform have droppshippers. they doing selling that is halmful to ebay flatform.thats why now a day ebay is very tuff😊