False Not As Described case. Lost item and money. Recourse? eBay CS provided misleading info

[stefvik]

I have been selling and buying on eBay for 21 years. Mostly good experiences, but a decline in recent years.

Ebay return policies seem to enable unethical behavior by some buyers, and customer service used to be able to mediate and solve issues, while in recent years for the most part read a script.

I sold an analog dive watch for $139 in December. The buyer opened a case stating that she expected to have a depth gauge and other features. Those are present in digital dive computers, not in traditional dive watches. 

I accept no returns and I wrote that I sold the correct item with a proper description, like other listings for the same watch.

I contacted eBay CS, "Don't worry about it, ebay is on your side". they told me to wait, and I asked ebay to step in.  I got a message that the buyer was waiting for my response. I sent another message. 
No reply.

This morning I found out ebay ruled in favor of the buyer and they could keep the item and get a refund.

Ebay was not good at communicating this possibility. 
I would have sent a return label, even if I felt it was unfair. 

This is really unfortunate and feels like ebay does not respect sellers, I have 100% positive feedback, and 1000+ ratings. 

On one hand, returns are part of selling items, and some transactions are unpleasant. Probably it is not worth my time for the amount of money I have lost on this transaction. 

But at the same time not addressing the issue allows eBay to disregard and disrespect honest sellers. 

So I am considering bringing up the issue to the NY state Attorney general office, the Better Business Bureau, and Small Claims Court in NY. 
Big powerful corporations can take advantage of individuals, but when many coalesce there could be more chances to change bad policies and habits.

In cases like this, eBay should be liable for the return shipping, if they are unwilling to investigate a dispute and rule by default in favor of the seller.

I learned that a case always favors the seller even if they fail to provide evidence, respond to messages and make false claims that can be easily verified.

Ebay customer service seems now to be based in India, with employees who have their hands tied. They provide confusing information, it is a waste of time. 
Years ago, there was real customer service, with US-based employees for US-based buyers and sellers. The experience was a lot better.

I could shrug it off, think that it is not worth the time and energy, and start to migrate to other marketplace platforms that are not as complacent as ebay.

But it would be great if other sellers would unite in pressuring ebay corporate offices contacts, and social media and file claims with their court system and attorney generals. The more the better. 

Stefano

[dolfinwriter]

That's not always what happens. I'm a seller but a friend of my dad's recently bought a lighter that was listed as a Zippo lighter that would have been valuable if it matched the description. However, it was a Japanese knockoff listed as authentic Zippo.

My dad's friend opened a case of item not as described, but was denied. The seller claimed that he represented it as best he knew and did not KNOW it was not authentic. How is that allowable? Sounds like **bleep** to me, but the ebay representative bought it. So the seller got the money for an authentic valuable collectible and my dad's friend got a piece of crap.

[stefvik]

Dolfinhunter, I am really surprised to hear that. From my understanding it is pretty unusual. 
Could your dad's friend report the issue to PayPal or the credit card company? Did he leave negative feedback?

In my case the watch I sold matched the description, and it was exactly what it was. The buyer intended to buy a dive computer.

I wonder if your dad's friend made some mistake in the way he opened the case.

From what I learned, ebay always trusts the buyer, and they rule in their favor.

I would switch to "Returns Accepted" if the return window was one week or 2 instead of 30 days. and it seems that if a buyer claims the item is not as described, the seller is still liable for shipping costs. 

My main gripe is ebay obfuscates these policies, and the phone support agents are misleading.

But I understand that if it was more obvious that the buyer can always return making a false claim, it could make abuse of returns or fraudulent practices more widespread. 

[Anonymous]

Im on the opposite of this spectrum of wrong. I order an item and a different item came wrong connector. Ebay closed the return the seller refused and now its final I have no recourse. how screwy is that?

[reallynicestamps]

@Anonymous 

A No Returns policy is not a No Refunds policy.

All sellers make refunds. Some don't know this yet.

Ignoring the failed eBay Claim, if you used Paypal to pay for the connector, you have 180 days from Payment  to make a Not As Described claim.

I gather you returned the connector to the seller? PP will want the tracking number proving Delivery.

If you didn't use PP you probably used your credit card directly.

Most cards offer 180 days for chargebacks. The number will be on the back of  your card and/or on your monthly invoice.

The safest way to pay online (not just eBay) is with Paypal backed with a credit card.

The worst way is with a gift card or a debit card.

[isaiah53-57]

Ebay return policies seem(?) to enable unethical behavior by some buyers...

[kh-vince]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.