eBay

jbos2466 · ‎08-27-2018

Please help

-I sold a brand new auto part

-The buyer left positive feedback praising the item and service

-It was a NO return listing and even stated this in the listing

-Many days later the buyer stated it was the wrong item

-I asked how so???

-Buyer said it was the wrong size

- I asked for some pics

-Buyer sent pics of an item like mine but a different size and lesser part #

-That was the only item I had like that

-I spoke to the manufacture and wholesaler they indeed confirmed that they never sent me the part # pictured but they would do me a courtesy and swap out the buyer's claimed wheel for the part # I originally sent

- I relayed the good news to the buyer

-the buyer responded that he was unwilling to accept the new item, from the manufacture.... Or that he didn't know how that was possible that the manufacture couldn't do that. Who the heck is he to say?????

-he immediately opened a return case and became combative.

- I called Ebay daily. Every time a supervisor was supposed to call back by end of day but didn't

-Then Ebay had there now infamous BOGUS collections notice scam/glitch . Limited access to my account even though my bills are paid early every month. I couldn't sign in. I also could not reach Ebay via phone after hours of hold time that day. And no calls back as promised

- Sure Enough Ebay forced the return and closed the case in the buyer's favor

-Sunday night (last night) I finally had additional hours to wait on hold. I spoke with an American based rep named Matthew J.

-He was shocked by looking at my account and seeing all the problems Ebay has caused me

-He then looked at the case and said it should not have been closed in the buyer's favor. He himself pointed out the positive feedback of the item and service. He also noted the buyer refused to swap the wheel out for the supposed right part number and claimed it was not possible which was really strange. He also said there were several contradictions in the buyer's story. He said he would of closed this in my favor. He said he could not do anything at the moment because the return was scheduled to be delivered today. Once, the item was delivered I could easily open a "fraudulent return case." I explained that would do me no good because an overseas rep will not be able to assist or wil just side with the buyer no matter what based on Ebay's new policies in July . Because I I just went through this last month. He assured me he would note the account in detail and gave me the SR # so all I would have to do would be call when i received the item and they will know exactly what to do.

-Matthew J claimed the policies changed August 1st and that they came back out with fraudulent return process

- I received the item back. Wrong sized item as expected. Item has grease all over the back and scuffs and scratches from mounting.

- Sure enough I have spoken with 6 Ebay reps today and as expected All overseas. Not a one of them has any understanding of the call or can help in any way. Keep saying its not possible even after referencing the SR # and notes from Matthew J.

Pathetic service!!!!!

Can anybody help or suggestions?

emerald40 · ‎08-27-2018

alan@ebay

@Anonymous

Could one of you please help the poster above?

OP, I am calling an ebay blue to come help you sort this out.

stepmea10 · ‎08-27-2018

It was your job to swap the part out with the manufacturer not the buyers. What you should have done was accept The Returned once you receive the item back then offer the buyer the part that that the manufacturer offered to swap

emerald40 · ‎08-27-2018

From what I am understanding the buyer sent back an old part not the one the seller sent.

It was the correct part he received, per the feedback. He was not looking for the correct part, he had it. He was just trying to get it for free.

That is how I am interpreting this.

plantaddict · ‎08-27-2018

Your "no returns" policy is for buyer's remorse returns, EBay's MBG will ALWAYS win over any return policy stated within your listings.

First thing I would do is report this buyer to the postal inspector for mail fraud, sounds like he swapped out parts which is why he did not want a replacement. I would then call and file a theft police report with his local PD, I don't care the amount. If every seller would do this then these unscrupulous buyers would start drawing unwanted attention. Definitely add the buyer to your BBL so he cannot make any further purchases from you and report him for abusing EBay's MBG.

Call Ebay back and get transferred to the Resolution Department, may take a few times as some of the CSR's will lie and claim they are when they are NOT! Try and call to where you get a US representative as well, chances will increase that you'll get better help. Provide them the report #'s from the mail fraud and police report and DO NOT allow them to walk all over you, recite their own policies to them if you have to.

Sellers really need to start holding buyer's accountable any which way they can. Granted 1 or 2 reports may not amount to anything but if they receive enough of them from all different sellers it'll eventually catch up with them. I really hope you get Ebay to do the right thing. While a headache sometimes it just takes a whole lot of persistence.

Anonymous · ‎08-27-2018

@emerald40 wrote:

alan@ebay

@Anonymous

Could one of you please help the poster above?

OP, I am calling an ebay blue to come help you sort this out.

Hi @emerald40, while I am unable to go into specific detail, it looks like the correct information has been provided to the OP at this time. @jbos2466, if you have additional questions I recommend you contact Customer Service to discuss this further.

jbos2466 · ‎08-27-2018

Thanks for the help

jbos2466 · ‎08-27-2018

#1 As stated It was not the part I sent or had on my invoice. Not the right part # or pics.
#2 If the manufacturer sends it to the buyer after I arrange it and do all the leg work it gets to the buyer probably a week faster than having it shipped from down south up to me in Ohio. Then ship it back down south again to the buyer. Not to mention + $30 in additional shipping. So "my job " is to cost myself more money and make the buyer wait an additional week for the part????

jbos2466 · ‎08-27-2018

Exactly.

jbos2466 · ‎08-27-2018

Why would Mathew J give me the exact opposite information as the reps today? Please pull the call I can provide the SR#. I have spent hours on the phone last night and today. Why would I continue to receive horrific customer service and opposite information and go through this same pattern of insanity? So 6 reps today over multiple hours is not enough? keep calling?

jbos2466 · ‎08-27-2018

I have already reported at least 3 sellers over the last 2 months. Clear cases of fraud.
At this point I need to be more worried about my money than reporting to the post office and police. That's hours I don't have to not get refunded. When its as simple as Ebay pulling their own recorded call or just simply doing the right thing.
Instead they are sending me bogus collections notice for paid bills...SMH
I 100% agree with you that seems like my only action. To just call and get a real resolutions specialist.

zeussdad · ‎08-27-2018

It's a shame that things like this happen but your dealing with a billion dollar beurocracy with tens of millions of transactions a year they simply won't provide the level of customer service that you probably provide your customers. When you deal with a company of that ilk you need to realize that there will be some loss and simply account for that. That makes it no less agravating, but you can anticipate it.

jbos2466 · ‎08-27-2018

Update:

Another excuse another brand new explanation.

CSR #7

"We cant refund you because you sell too much stuff. We consider you a buisness. You have too many successful transactions. We recognize its fraud but because you do a good job of selling on ebay with 100% postive feedback we will let them steal. "

Not acceptable to me sad so many of you let them get away this to you.

zamo-zuan · ‎08-27-2018

@zeussdad wrote:
It's a shame that things like this happen but your dealing with a billion dollar beurocracy with tens of millions of transactions a year they simply won't provide the level of customer service that you probably provide your customers. When you deal with a company of that ilk you need to realize that there will be some loss and simply account for that. That makes it no less agravating, but you can anticipate it.

Some loss can be expected, but it's sad that the times that you tend to lose, are the ones where you have the most solid evidence.

Any respectable corporation usually has to stick to the word of their employees as well, especially if there's notes or evidence left behind of the information they gave.

Sadly, eBay and Amazon I believe are the only companies I've had experience with, where a CS rep gave information and they did not have to stick to it.

In Amazon's case, it was because their seller protection team are the ones who make decisions, and its more frustrating in the sense that it's literally impossible to communicate your issues to anyone who has the authority to help.

In eBay, it is a bit more frustrating in one sense that, you actually CAN speak to someone who is capable of doing what you need, and they see evidence of what you are saying is true... they simply won't respect it.

I'm not sure which situation is more stressful. And I find it crazy that these 2 major ecommerce sites that are so popular that everyone in daily life knows about them... yet they are the 2 biggest culprits.

tiramisu41 · ‎08-27-2018

@jbos2466 wrote:
Update:
Another excuse another brand new explanation.
CSR #7
"We cant refund you because you sell too much stuff. We consider you a buisness. You have too many successful transactions. We recognize its fraud but because you do a good job of selling on ebay with 100% postive feedback we will let them steal. "

Not acceptable to me sad so many of you let them get away this to you.

@Anonymous, I know you weighed in earlier on this thread and said you couldn't go into details and that things had been handled properly, but you also suggested the OP contact Customer Service for further assistance/clarification.

See above for what he was told by the latest CSR he talked to. Surely, this isn't a "kosher" response. At the very least, I would think what the OP has experienced provides CSR "coaching" opportunities galore, but can you not at least chat with the OP offline and help him understand what transpired here, where he went wrong, and how he can avoid similar situations in the future? Thank you for your consideration.