Frustrated

[iwannarock]

So, long story short....I sold an Lp record and shipped it media mail which normally takes a little longer. The buyer, instead of asking me or checking USPS tracking, opens a claim saying "just wondering if it's out there"...I message the buyer and told them to check tracking as eBay's tracking sometimes is slow update, I actually sent a couple

messages to buyer with no reply...I called eBay and told them what's going on and they assured me not to worry as the updated tracking number (original tracking) shows item is in transit. Next thing I see is they ruled in favor of the buyer (who still won't respond) and charge my account! I appeal it and they deny it...I call again and tell them packaged has finally moved to which they reply:

"Thanks for contacting eBay about the SHINEDOWN - SOUND OF MADNESS Brand New Limited Edition White Vinyl LP 2021 (284227924100) which your buyer recently opened an item not received claim and got refunded for. I understand that you would like to appeal our decision because the buyer finally got the item. I'm sorry to hear that this transaction didn't go as expected. I am happy to look into this for you.

We’ve reviewed the case further and found that at the time we stepped in and made a decision, the item is currently still on its way to the buyer. Since it’s already way past the estimated date delivery and the buyer didn’t have their purchased item yet, we closed the case in their favor and gave them a refund.

We highly advise you to keep track of the item and be in continuous communication with your buyer. Once the tracking shows delivered, you have 2 options:

1. Send your buyer an invoice through PP for them to repay for the item; or

2. Send your buyer a return label for them to send your item back

Most buyers easily agree to these options because they already got their money back.

I understand this wasn’t the resolution you were looking for, but I trust I’ve explained our position. I wish you the best for all future transactions."

Regards,

What a joke!!!!!!!!!!!!!

[pcobra93]

I had the same issue basically. Was in contact with the buyer all the time after they opened a case. We agreed to continue to wait past the deadline date but Ebay closed the case on that day....the buyer said they never asked to escalate the case. Ebay just closed it on that date. Buyer got refunded and then the package showed up a week later. My question to Ebay is that since we pay YOU for the postage and NOT USPS how are YOU not responsible for the shipping?? This is another "glitch" that buyers will be using to steal.

[iwannarock]

Absolutely....it's not the money or item, just the principal and it stinks!!!!!!

[recordsetter]

Next time you should wait until the package was delivered to  appeal the case ... ebay had no choice but to deny because the buyer still had not yet received the package ... tracking movement isnt enough.

I know next time doesnt help you now ... sorry.

[glasser]

This is a gigantic canyon on eBay right now. They are judge and jury with your money based on their rules. You can't appeal, they can automatically refund your money, and the won't help if they have refunded the money and the item arrives.

They need major revisions to this policy. They should hold open cases for longer--especially given the USPS delays--they should not close cases where the item appears to be moving, and eBay should ask the buyer with a kind of official request to refund the seller.

Better yet. Why not have an escrow system where the take the money from the seller for the refund and put in escrow for something like up to 45 days. If the item arrives the seller gets there money back if not the refund happens.

This issue is a constant complaint on these boars. eBay has to be well aware of the situation and seems to be tone deaf to the issue. This particular quote "Most buyers easily agree to these options because they already got their money back." is condescending. I'd like to see proof this is true.

This policy is an other example of how eBay is no longer a venue. In this case they are party to the transaction if they are making decisions about the flow of funds.

[iwannarock]

I agree, I used my "get out of jail free" card to early...lesson learned

[calntom]

Yep, I think since eBay issued the refund for you, your appeal would have been accepted if filed after delivery.

[postingid7659]

ebay's headed to a class action lawsuit for theft from sellers.  Even though sellers will probably see pennies on the dollar I welcome it.  

[fashunu4eeuh]

It is the seller’s obligation to see that the item arrives by the expected delivery date. If it does not, the seller is liable for the refund. That is how it works on eBay. Sadly, customer service did not give you correct advice.

What they should have told you was to request an extension of the case to give your item more time to arrive. An extension will be granted if your package shows movement in the mailstream within a 10 day window. If the tracking does not show movement within the 10 days, you must refund in the regular timeline. 

The announcement of this extension for a Not Received case is as follows:

https://community.ebay.com/t5/Announcements/UPDATE-Helping-buyers-understand-shipping-delays-and-wha...

[fashunu4eeuh]

When a seller lists their first item, they signal acceptance of eBay’s terms of service. This includes Section 18 of the eBay User Agreement entitled Legal Disputes. It essentially says that a seller agrees to binding arbitration in place of class actions. Individuals can still seek remedy through the court, but not collectively as a group, unless one has opted out in writing.

https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259

I have often wondered why an eBayer, unhappy with the platform, merely finds another venue rather than stay in a place they dislike enough to seek legal satisfaction.

[magic*moonbeams]

Yeah.. once eBay finds in favor of the buyer, an appeal is like trying to stop the sun from rising.. you have NO chance of changing it...

That is why, I changed my handling time for media rate items to 10 business days. I have a disclaimer in my description that says the longer handling time is to make up for the USPS's sloooow handling time for Media items, but that the item will be shipped within 2-3 business day, the longer time is just to give it more time to arrive..

That is to avoid the buyer's chance to file an INR case too soon because of the USPS's fault.

Hate having to do that, but based on the USPS's garbage and eBay's back the buyer, sccrew the seller polices, you have to do what you have to do.

[inhawaii]

I had 2 of these cases recently. I'm not telling you that this is how you should do it.  I'm just sharing with you what i did. This may not be for everyone. 

Have a good rapport with your customers is key.  I apologized to the customers and assured them that the package is not lost, just delayed and that it will eventually show up, just late. I then gave them a full refund and politely said if/when the item shows up and you would like to pay for it, please let me know.  I stayed in contact with them the whole time with any movement (or non-movement). Both items eventually showed up. Both buyers paid for it.  I truly feel that most people are honest  and will do the right thing.

I did this 3 or 4 times during the holidays successfully, and again twice recently.  

Again, i know this isn't for everyone.  My items are cheap ($5 to $25) so i can afford to do it. 

Good luck and stay safe.

[gamersbaystore]

I'm totally fed up with this issue too. I have a bunch of orders running late and am worried about getting hit with a bunch of INR's right now.

The problem is that the estimated delivery dates ebay give buyers no longer reflect our shipping policies at all. Handling times and shipping methods are simply ignored. ebay is giving ridiculous estimates for media mail items too.

The grace period once a buyer opens an INR is not long enough either, just 3 days. Last time I requested an extension, it was denied.

All the time I get messages from angry buyers asking where their packages are. Its a huge disruption to my business here, and a huge waste of time having to deal with.

I've been going back and forth with ebay's reps on the ebay for business facebook page, they are powerless to do anything it seems.