Ebay's Inconsistent Policies

[calculus314]

I sold a small Singer Serger to someone. They did a snad after using 2 rolls of thread. It came back without the manual.  I had it offered as no returns. It was new in the box. I called Ebay yesterday ans was told I would be able to issue a partial refund today. When that option was not available today, I called Ebay to ask where it was. The guy said I am not going to be able to give a partial refund because I did not offer 30 day returns. Different than yesterdays answer. He said they will get their entire refund. I asked if I buy something that has no returns like a radio, take the antenna off for my radio then send it back, I would get a full refund, right? He said that is fraud. LOL what inconsistent policies! 

[katzrul15]

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@calculus314 wrote:

It's in the photos in the ad

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Doubt the Buyer withheld it to create an issue on a $90 item.  They had to open it to use it, is more likely and forgot to include it.

I would ask "nicely" vs accusing your Buyer.

What is the reason for the SNAD?  Sergers often jam up with inferior thread.  You stated it came pre-threaded.  Are you sure this was indeed "new" and not a demo or prior return?   Own several machines - bought several new.  Never had a "new" machine come factory pre-threaded.

[calculus314]

I know it is fraud, but according to Ebay, you will get a refund. So by all means, get what you need for free! Ebay said you won't lose. I guess if you kept trying it, it would look bad. But it sounds like everybody would get at least one freebie!

[duffy4444]

   From other posts in this thread, now you know the official eBay policy about returns and refunds... "no returns" does not translate into "no refunds".

   Don't expect anything official when you contact eBay CS over the phone... That is often non-US-based, difficult to understand reps who can be ignorant about eBay official policies, or read off a prepared script, and will often say anything you want to hear just to get you off the phone.

   Instead, contact eBay for Business on Facebook, and use the message feature. That's where you'll get the US-based straight scoop on policies and your options, and more reliable action.

   Finally, NEVER, EVER list and ship a higher-value item on eBay, that you and your business model are not prepared to lose, along with a forced buyer refund of your payment that often should not be given when common sense is used. On higher-value items, it is best to use a local venue like Craigslist, where you have full control over the item, requiring cash, no shipping, no CS hassles or mistrust, and no credit card chargebacks even months down the road.

Cheers, Duffy

[calculus314]

These all come pre threaded when they were new. I made no accusation. I stated that it was missing and wanted to deduct value for an incomplete return. A reprinted online manual is never the same. Would you rather buy an item with the original manual or a reprinted one?

[froggyjump]

Block them. If someone is stealing from you, you need to file a police report against them in their town. The manual is not optional to give back. To give back a brand new item, in and of itself, is already fishy so this only solidifies it. You can also warn others online, get creative.  I did this a decade ago and the guy begged me years later to remove it when he started a business. He was sorry then offered to mail me the money back, I said no as this person isn't someone i trust with my personal information. I did remove it.

[froggyjump]

I do not use EBAY since it's more likely they will partner to thieve than to be honest. I go it alone each time, hence my 100%. No guarantee of course but when you are honest and stand your ground against thieves, they don't usualy find the consequences very inviting. They just go away, honestly. Now I do not sell much of real value anymore to deliberately avoid those situations.

[katzrul15]

It is going to be sold open box and used - same as a returned item.  If they used it, it is no longer new.

[froggyjump]

Oh you can only file a report if a crime has been committed.  Ensure they understand there is still time but nicely state the consequences. It might be good to notify their postman also & neighbors so he isn't ripped off too.

We have a neighbor who just started doing this. His business started ripping people off. We notfiied the UPS Man, and the neighbors notifiied the FED EX man. Both were prepared with their phones ready to take photos of each package. Let's say it came in handy for sure

[mymobile75_6]

I have to reply to you because there is so much false information flying around in this thread. As long as you are not below standard, you are allowed to deduct a percentage for returns that come back damaged or incomplete, you do not have to be trs or you do not need to have 30 day returns. The partial refund policy for items returned in a different condition applies to all sellers, and this is explicitly stated in the Ebay help pages.

[katzrul15]

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@calculus314 wrote:

These all come pre threaded when they were new. I made no accusation. I stated that it was missing and wanted to deduct value for an incomplete return. A reprinted online manual is never the same. Would you rather buy an item with the original manual or a reprinted one?

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I doubt they came pre-threaded.  We have a self-threading machine - it would make zero sense to send a serger pre-threaded from the factory.  I can see including thread assortment colors, etc.  

[calculus314]

Just look at the ad, it even says it on the box! Unless you think Singer is lying on the box.

[mtgraves7984]

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@mymobile75_6 wrote:

I have to reply to you because there is so much false information flying around in this thread. As long as you are not below standard, you are allowed to deduct a percentage for returns that come back damaged or incomplete, you do not have to be trs or you do not need to have 30 day returns. The partial refund policy for items returned in a different condition applies to all sellers, and this is explicitly stated in the Ebay help pages.

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@mymobile75_6 

Where did you find this explicitly stated in the eBay Help pages? 🤔

[teltuooutlet]

The only thing consistent about the help from the ebay reps is their inconsistency.

[jays_video_games]

Thank you for making me look it up again, I feel stupid. You don’t need to be trs but you need to offer 30 days free returns. I found this in the seller protections section, but read it wrong.
@mtgraves7984

[mtgraves7984]

@jays_video_games 

You are welcome, and you're certainly not stupid... you researched it!

I happen to be TRS and offer 30-Day Returns (just for this reason), but sellers who offer 'Free Returns' get the same perk.