mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@Anonymous
Hi @mam98031, the concerns you have regarding how a seller would handle requests from members who no longer have protection through the Money Back Guarantee are precisely why a seller would not be informed of a buyer's account status regarding this program. A seller should not base how they address a customer's concerns on what possible action eBay would take, but instead resolve said concerns based on the concern being raised. If a member is no longer eligible for the Money Back Guarantee, but has not been removed from the eBay site, then it should be understood that the buyer deserves to have their issues addressed appropriately by their seller.
I apologize. I must not have explained myself very well. I have always and will always continue to take care of my customers. But sometimes when it is clear in a return request that the return shouldn't happen, in the current system the seller, while they can try to deny the return, it is a rarity that they could actually win that fight. And instead will most times end up with a escalation and a defect.
So my point was, with a buyer able to open a Return request when they aren't eligible to use the MBG, the seller, even if they have good solid evidence that the buyer filed a false claim, would not likely try to deny it because they don't want the defect. That seller wouldn't know that they couldn't get a defect as Ebay has trained us well to expect it if we try to deny a return request no matter how much evidence we have.
I completely respect that even a buyer that is not eligible for coverage under the MBG may have a very legit reason to request a return. I'm not suggesting anything any different and sellers should always take care of that customer in the appropriate manner. I am not suggesting that just because a buyer isn't covered by MBG that they should not be able to return something for legit reasons.
It is just that sellers are stuck with no recourse at all. We must accept a SNAD for any reason the buyer may choose to throw out there or no reason at all. Just accept The return and move on.
Sellers do NOT have the luxury of responding to or processing a SNAD on the merits of what the buyer files it for. In doing that it could lead the seller to a defect. Granted most times buyers have what they feel is a legit reason for asking for the return and refund. And most requests are processed without issue. There are those that are filed for reasons that should not rise to a actual return and refund. But sellers shouldn't raise those concerns until AFTER the Return Request is fully process for the risk of a defect, then we can report the buyer.
I am in no way suggesting that sellers should not take care of their customers. I would never suggest that.
@ersatz_sobriquet wrote:I completely agree with that the buyer didn't return because Joe said he would open in front of postal employees. He made it clear he wasn't going to be easily stolen from, and would be giving this thief a difficult time.
This buyer is a very clear example of why those who have lost their MBG status should not be able to purchase on ebay whatsoever.
The point is that if they had of shipped the item back within the allotted time, the seller would have to process the refund. Whether or not they had lost their protection would not come into play unless the claim had been escalated to Ebay if the seller refused to refund.
All sellers have the right to call Ebay and have a Return request closed for non compliance if a buyer, any buyer, does not ship the item back in 5 business days from the time the return label was issued.
You may very well be right that the buyer didn't want the item to be opened in front of a postal employee because they had every intention of scamming the seller. That is an absolute possibility. But that doesn't equal that they aren't eligible for the MBG.
@getitright1234 wrote:In my case, with my buyer, he harvested the keys off my typewriter. He open a return declaring damage and missing keys. His claims were an absolute lie. In all my (12) pictures, the typewriter had keys, he refused to send pictures of any box damages.
My buyer knew eBay would not disclose his past similiar actions; therefore he was able to open a return, he used it to his advantage. I feel I should have known he had lost his MBG. I lost over $150 with this scammer.
Buyers who have lost their MBG should only be encouraged by eBay to contact the Seller for resolution; they should not be allowed to hide behind a non-existant MBG, a guaratee that their actions/history/pattern has caused them to loose.
Did you report them after you finished with the claim? Did Ebay refund you?
Your story is exactly what I was trying to explain to Trinton.
@ersatz_sobriquet wrote:I completely agree with that the buyer didn't return because Joe said he would open in front of postal employees. He made it clear he wasn't going to be easily stolen from, and would be giving this thief a difficult time.
This buyer is a very clear example of why those who have lost their MBG status should not be able to purchase on ebay whatsoever.
@tellmemama wrote:The OP said the case was closed in her favor because the buyer failed to return the doll within the 5 days.
This is true. I doubt the buyer could have opened any type of case on eBay if her MBG privileges were compromised. But there's still PAYPAL.
And for the record this was an outfit. I sell vintage dolls and toys but I'm a him...
According to Trinton in Post 85 they CAN open returns on Ebay.
@Anonymous wrote:
@mam98031 wrote:
@tellmemama wrote:The OP said the case was closed in her favor because the buyer failed to return the doll within the 5 days.
This is true. I doubt the buyer could have opened any type of case on eBay if her MBG privileges were compromised. But there's still PAYPAL.
And for the record this was an outfit. I sell vintage dolls and toys but I'm a him...
According to Trinton in Post 85 they CAN open returns on Ebay.
Hi @mam98031, happy to clarify that a return can be requested, but a Money Back Guarantee case cannot be opened by someone who has had their protection through our program revoked.
@Anonymous
What is the distinction between opening a Request for Return and a MBG Case?
Are you saying that opening a Request for Return through Ebay is NOT considered an MBG case?
Does it only become an MBG case if the Request for Return is escalated to Ebay?
If the answers to my questions are yes, it doesn't change anything I said before.
@remispe_54 wrote:
@Anonymous wrote:a member who has had their Money Back Guarantee coverage revoked will not be able to ask eBay to step in on a request. They can still make a request, as this is a form of communication with the seller and the seller may still help resolve their concerns. The request itself would not be eligible for our protection program
Wondering will the seller also not be able to ask eBay to step in on that request; the option does not appear for both buyer and seller after 3 business days?
Sellers can escalate a request for return to Ebay. It isn't a good idea to do that. But you can.
If the buyer has NOT had their MBG rights taken away [because you can't possibly know that when you escalate a case] then Ebay is highly likely to rule in the favor of the buyer and you will refund plus get a defect.
