Fraud return and flat out lied to by Ebay rep. Please help

[jbos2466]

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?

[plantaddict]

The OP done NOTHING wrong. He offered a replacement which the buyer REFUSED, offered return for refund at HIS expense and then the buyer sent the wrong, USED part back. So I'd love for someone to point out exactly where the OP went wrong other than thinking Ebay would actually follow their own policies and protect their sellers? They don't without sellers practically forcing them and that's only after making a galore of calls and regurgitating their own policies to them verbatim along with a police and mail fraud report. It's fraud plain and simple with Ebay upholding the thief every step of the way.

It's a shame really that Ebay doesn't take the seller's account into consideration. You can have a seasoned seller with a perfect or near perfect track record against a buyer on a brand new account that was created for the sole purpose of defrauding someone for free stuff and guess who Ebay is going to side with? Definitely isn't the seller! Not without that seller putting up a heck of a fight, and lets be real most don't because they are running a business and don't have the time or don't want to deal with the stress and headache of it all. Most just factor in losses as "the cost of doing business" since that is what Ebay forces down their throats.

I think everyone needs to start recording these CSR's and if you suffer a loss because Ebay perpetuates fraud then start filing claims against them with the BBB and reporting them to whomever you can! Everyone knows CSR's lie, this way you have proof of what they said because I'm certain their "recording" would magically become unavailable in the event of a dispute 😉

[grayirongolf]

The inner world is full of fraud.  It's the devils playground. A haven for convicted scoundrels & University for budding crooks.

[missjen831]

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@tiramisu41 wrote:

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@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.

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@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.

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There is a seller, I think on the shipping board, that was just told something similar. He was told that he is a business seller so he’s not covered by seller protection, that seller protection only applies to casual sellers. IIRC he was actually a casual seller himself. He was able to laugh about it & knew the rep was full of it. 

[jbos2466]

Thank you so much for your help and your professional message.
I just feel that any coaching opportunities will not matter because as we all know there is ZERO consistency or transparency with Ebay or between different reps. What one rep advises makes no difference because you will be in a different reps rules and world when you call in. Not to mention policy changes almost weekly. Just like what I experienced from Sunday night to today.

[jbos2466]

Yeah Ebay's only saving grace is instant payment. The only reason why I am fighting off moving to Amazon everyday. They know they have us in a limited options spot.

[jbos2466]

well said thanks

[tiramisu41]

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@jbos2466 wrote:
Thank you so much for your help and your professional message.
I just feel that any coaching opportunities will not matter because as we all know there is ZERO consistency or transparency with Ebay or between different reps. What one rep advises makes no difference because you will be in a different reps rules and world when you call in. Not to mention policy changes almost weekly. Just like what I experienced from Sunday night to today.

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@jbos2466, yes I know how you feel, but the sure way for nothing to change or get better, is to say nothing.

One of the best ways eBay has of improving the performance of their CSRs is to use experiences like yours as an opportunity to review with a rep what would have been the correct response and the proper way to handle such an inquiry. 

 @Anonymous works for eBay and has thanked posters here in the past for making him aware of opportunities to provide additional coaching to call center workers when they have dropped the ball.   Based on what you reported, I have no doubt that he will appreciate being made aware of the reponse you received as there obviously was a deficiency in terms of the info you were given and the exchange you had.

[gopetersen]

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@stepmea10 wrote:
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

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Since the buyer sent photos of the wrong part (not the part that was shipped), I think the seller was aware that the buyer was not going to return the original part (which he didn't).

[vintagecraze50]

Have you all forgotten that if the seller had a free return policy that he could have deducted up to 50 percent off the sale becuase the item was a faulty return. That, I quess would have been an easy partial recoup of this sellers money and he would not have wasted 8 hours on the phone with 8 different cs agents. The sad fact of the matter is that when you sell online you are going to have issues with theft, sending back different items and all the rest of the not so nice things that can happen. Hate to see this happen but it does happen. Remember also there is always the freaded chargeback which, in many cases is impossible to correct without fighting tooth and nail with the credit card companies if it is a charge card transaction. Have a drink on me OP.  Cheers.

[jbos2466]

Yes exactly. They said I crossed some "threshold," that is considered a business and not casual. And that is what the decision was based off of. Which is hilarious because the rep who issued the appeal never once mentioned it as the reason. NOR IS IT MENTIONED IN THE EMAIL APPEAL DENIAL THEY SENT. It states this "After reviewing this case, we decided to keep the original outcome. We understand that you received your item in a different condition from when you shipped it. Unfortunately, we weren't able to grant your appeal because we couldn't determine that this was caused by the buyer, or that this was something in the buyer's control.
You won't receive a refund for this case."

With the recent major slump I am lucky to sell one item a day.... so this is very strange to me.
This is such a troubling sign for a business. Nobody is on the same page here. Constant spin, cover up, and justification of just plain old horrific service and taking advantage of paying customers.

[gopetersen]

If eBay doesn't help you (and even if they do):

1. Report the buyer for mail fraud (USPS has an online form for this and it doesn't matter which carrier you used, they are responsible for all of them).

2. If the buyer is out of state, report the buyer for fraud to the FBI. They have an online form for this.

3. If the buyer is in-state, report the buyer to the police department closest to the buyer.

Do not communicate any of this to the buyer, the less conversation about it the better unless you want to suggest to the buyer that he will be reported to the authorities if he doesn't return the correct part within ___ days. If he doesn't then report him so it is harder for him to do this to others. A lot of these fraudsters do this stuff habitually for as long as they can get away with it.

[jbos2466]

I don't offer free returns. AKA buyer's remorse AKA Use and return AKA Use and abuse. AKA find it cheaper and send back. AKA I literally lose money by selling an item on Ebay by paying shipping 2x to ship 30lbs items across country.
Oh wow 50% !!!!!!!!!!!! It was nice of that armed robber to take only half the money in my wallet. I guess that doesn't make him a robber or the situation a robbery anymore. Totally makes things right.
NO you people keep confusing ever changing Ebay policies for facts or universal truths. How come your so called accept thieves online doesn't apply to buyers. That's like saying to a buyer if you by something online you should account for a certain percentage of your items not showing up because people steal and fraud...
Thanks for the drink my friend but I disagree with your thinking strongly.

[gopetersen]

You don't have to offer free returns. Offer returns with buyer paying return shipping.

If he returns the wrong part or the original part is damaged, or a false SNAD with return of the wrong part, you report him to authorities.

[ittybitnot]

Have you all forgotten that if the seller had a free return policy that he could have deducted up to 50 percent off the sale becuase the item was a faulty return. That, I quess would have been an easy partial recoup...

You need to understand that this 50% partial refund for a faulty return for "free return" sellers only works if the buyer agrees.  They can still make an MBG claim for the rest or go to PayPal if they want the whole refund, and it will happen.  

The whole thing for sellers is basically an illusion of some sort with regards to redress for a faulty return.  

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[poca61886]

I hate to say it, but EBAY will not help you. They favor the buyer. I've had a couple of fraudulent buyers this last year, which caused me to slow down my selling on here. There is no such thing as no returns with Ebay and the buyer is always right. The ways I have won and to challenge the buyer to return the item. They never have, then I block them. Sorry it sucks to sell on here when you encounter these type of people.