Filing an appeal

[roodillon]

This is actually a copy of a message I am sending to ebay. I just want to see what you all think before I send it. Thank you.

"I recently sold an item and the buyer asked for a refund. I did not agree that he was entitled to one in this case so I said no. He then filed a case. He was issued a refund and he got to keep my item. I wish to file an appeal. First of all it was a no return auction, and although I do not agree with it in this case, I know about buyer protection. However my appeal is not based solely on that.

My main point is that the item was clearly described as that it may work or may not work, and that I did not know if it worked properly. I also said that there was no guarantee of anything and that there were no returns. These things were in the item description. I was not hiding anything.

I was never given a chance to tell my side of the story. Nobody contacted me for a reply. I do not think anyone ever read the item description, because if they did they might have thought differently. They would have seen that I disclosed everything. Therefore I wish to have a chance to tell my side. I would like to speak to the person who will be handling my appeal personally.

I have been selling on eBay for more than twenty three years. All of my stats are perfect 100% and I have 100% positive feedback. I did not earn these things by misrepresenting my items for sale and I did not misrepresent this one.

Please be aware that if a seller can guarantee that one of these items like the one I sold, a Sun VAT 40, works properly then they sell for $300 to $400. Not for $100 and definitely not for $35 like the buyer claimed. They go for around what he paid. Take a look at sold auctions. You will find the proof there. There are at least three tested and working VAT 40's that sold for more than $400 shipped. The rest that were sold untested got much, much less. Like the one he bought from me for $100. I seriously doubt that anyone at eBay looked at that. If they did they may not have issued the refund.

This is a classic case of buyer's remorse. The buyer wanted to get an item that worked perfectly, but he did not want to pay for one that worked perfectly. He had a case of buyer's remorse that I had to pay for. I am out over $250.

Therefore I am requesting an appeal and to communicate with the person who is handling it personally.  Thank you."

[sin-n-dex]

Two things...

Did you post it in "for parts only" section (where things that may not work belong?) Or was it in a category with other functioning items?

Secondly... parts of your message read a lot like the phone call I got from a guy yesterday who demanded to speak to the department manager (to tell his side of the story and have interaction with the person who would grant his appeal on his claim). I told him it doesn't work that way.

eBay likely operates similarly to the place I work.

C.

[roodillon]

I did not "demand." I was not rude. 

[roodillon]

Anyway that is why I am posting this, to fine tune my letter. I haven't sent anything to anyone yet. But you do seem to think asking to speak to the person handling the appeal is wrong. Isn't that the point of an appeal?

[roodillon]

BTW I tested the unit before listing and the meter worked and the lights came on so I listed it as used without guarantee of everything working. The buyer even said that only a part of it did not work. 

[buyselljack2016]

99.99% chance that your appeal will be denied.

Used items, by eBay definition must work.

Your description:

clearly described as that it may work or may not work, and that I did not know if it worked properly. I also said that there was no guarantee of anything

is not in line with eBay policy, and will not be supported by eBay.

[sin-n-dex]

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@roodillon wrote:

Anyway that is why I am posting this, to fine tune my letter. I haven't sent anything to anyone yet. But you do seem to think asking to speak to the person handling the appeal is wrong. Isn't that the point of an appeal?

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I didn't say you demanded, I said the customer who called me demanded.

The point is, case managers are busy people and don't have time to chit chat with every person who files an appeal. One of my co-workers said "I'm too busy doing work to talk to people about their cases." I tell various people who call in that email is prefered, state only what you need to ask and be concise.

You're planning to send an email, that in itself is OK, although I think yours is a little bit long and wordy.

But no one will speak with you, unless you call to get a CSR, they will talk to you, but they don't have the power to grant appeals.

C.

[mtgraves7984]

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@roodillon wrote:

Anyway that is why I am posting this, to fine tune my letter. I haven't sent anything to anyone yet. But you do seem to think asking to speak to the person handling the appeal is wrong. Isn't that the point of an appeal?

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@roodillon 

I think you've spent enough time on your letter.

The best way to reach qualified eBay reps is through a message through the eBay facebook page. Intelligible responses come quickly from qualified reps via email. You can reply, you might be transferred to another/more qualified rep, you can even escalate your issue to decision-makers. It might take 3 emails from 3 reps, but what else you got to do tonight?

If you do reach out, edit your letter. A lot. Be concise, stick to this case and separate yourself from emotion.

Hope for the best, but expect the worst. I don't see a reversal on appeal. But that's just me...

[sin-n-dex]

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@roodillon wrote:

BTW I tested the unit before listing and the meter worked and the lights came on so I listed it as used without guarantee of everything working. The buyer even said that only a part of it did not work. 

---

I've previously sold untested computer components as a favour to my partner. When one arrives not work, I have to refund. However I listed mine in the "parts" section because they were all untested. Some were even rather expensive.

C.

[fashunu4eeuh]

Below is a link on how to appeal a case. They are not going to be moved by anything but evidence, new evidence refuting their original ruling.

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

[albertabrightalberta]

Your buyer filed a "not as described" case and those are always decided in favor of the buyer. Since you denied the return for refund, buyer escalated, ebay figured you didn't want the item back so buyer got to keep it plus get a refund.

It doesn't matter if the claim is correct or not. Your item can be absolutely as described. Seller will lose every time when a claim of SNAD is filed.

[dbfolks166mt]

     You may want to add a bit of clarity to your letter. You already know about the MBG so I assuming when the buyer filed the initial NAD case you responded within the required time? That would have been where you initially did not officially agree to the return. Or did eBay unilaterally refund the buyer because you have a "no returns" policy on your listing? I would remove the paragraph about the price and value eBay is probably really not going to care all that much especially when your prices are for those that are working, what do the non-working ones sell for on average? 

     When you say you are sending this letter how do you mean that is this what you are going to put in an official appeal or are you sending in some other manner? While you may be right about it being a case of remorse that is a he said, she said, scenario in eBay's view and you already know who they are going to side with. I wish you luck with this effort 

[justafemster]

There is no appeal.  You didn't follow through with ebay policy and approve the return.  

You sold it as used, not for parts only (which doesn't really matter, because "money back guarantee").  You gave the buyer (s) hope that they might get the bargain of the season, by miscatagorizing, then you dashed those hopes.  

Doesn't matter if your policy says no returns, ebay's says money back guarantee.  

Nobody cares about your perfect feedback, nobody cares about your perfect stars, nobody cares about your impassioned plea.  Nobody cares what they sell for WHEN THEY WORK.  You didn't follow ebay's rules, you lose.  

File all the appeals you want, this isn't one you're going to win.

[chapeau-noir]

"I recently sold an item and the buyer asked for a refund. I did not agree that he was entitled to one in this case so I said no. He then filed a case. He was issued a refund and he got to keep my item. I wish to file an appeal. This was a no return auction, and I am aware of buyer protection.

However, my item was clearly described that it may work or may not work, and that I did not know if it worked properly. I also said that there was no guarantee of anything and that there were no returns. These things were in the item description. I was not hiding anything.

This is a classic case of buyer's remorse. The buyer wanted to get an item that worked perfectly, but he did not want to pay for one that worked perfectly.  I am out over $250.

Therefore I am requesting an appeal and to communicate with the person who is handling it personally. Thank you."

[fab_finds4u]

eBay's definition of used is the item can have cosmetic damage but must fully function. eBay's  word trumps yours.

Buyers don't  buy a pig-in-a-poke. May work or may not work, either- or is not a condition or a description.  You didn't  bother to test it and they did. eBay says there are times when a buyer is refunded and doesn't have to return the item, specifically they say this happens when a seller doesn't accept returns. 

You should change your policy to accept returns.