Getting scammed and receiving a defect from eBay

[debramariememories]

I received a defect for an item that was returned to me that wasn't the I item shipped. Ebay sided with buyer because short of having a video of me shipping the item I could not prove I shipped a broken item. I shipped a completely intact pearl bracelet which the buyer received on 11/17. Five days later the buyer put in a claim and never contacted me to tell me there was a problem. On 11/21, I got notification from eBay that the buyer put in a claim with a picture of an item torn up. This item did not look like the bracelet that I shipped.  I contacted eBay immediately and was advised that I should not contact the buyer, just let her return the item. Upon my receiving the item back, the buyer completely taped shut this broken bracelet and loose pearls with packing tape so that there was no way to release the bracelet. This was not the bracelet that I shipped.  I had to pay for the buyer to ship a different item back to me. I received an email telling me the case was closed. 30 days later I received a defect because I didn't contact the buyer prior to her making a claim.  This was not possible as I didn't know, as she alleges received a broken item and was unhappy.  If I received a broken item, I would have contacted the seller immediately. She did not give me the opportunity to discuss this issue and to not make claim. I know I got scammed but I shouldn't have a defect on top it. There was nothing I could have done to prevent this buyer from scamming me and not making a claim. I spoke to an Ebay agent who told to submit a form and eBay would look at it.  Again, I received wrong information, and the form was only to complain about the buyer not to help me. The defect didn't show up on my account until weeks later. How do I get in touch with eBay to ask to have a defect to be removed after the 30-day limit to appeal?

[ckimodog]

@debramariememories 

Hi 

Sorry for your situation & frustration.  The scammers are ruining this site.  One thing I would suggest is that you start accepting returns and make it clear in your listings.  It's a good way to protect yourself from these types.  What you need to do next is reach out on social media via Facebook:

https://www.facebook.com/ebayForBusiness/

These agents are US CS eBay employees and may better serve you and your situation.  Many positive posts with their ability to be helpful.  In the past they were helpful concerning my issue at hand.  Do it today.

I wish you a positive outcome.

Good luck.

[debramariememories]

Thank you both for the information. Question, should I add to my profile that I accept returns or do not accept returns? 

[debramariememories]

I see that you state to make it clear that I accept returns how does that help me from someone returning a broken or different item?

[ckimodog]

@debramariememories 

Unfortunately it doesn't, but it does protect you in the event that the customer doesn't return the item, then they don't get the refund.  Again, reach out on Facebook and see what they can do for you.

I wish you well

PS  Cute shop!

[debramariememories]

I will do that. Thank you,  I try to be an honest seller but it’s hard when you get targeted. I appreciate your help. 

[dbfolks166mt]

Thank you both for the information. Question, should I add to my profile that I accept returns or do not accept returns? 

     That is your decision however, a lot of sellers assume that no returns equates to no refunds which it does NOT. Not accepting returns only allows you to refuse a return in the case of a remorse return request from a buyer, i.e. wrong size, didn't like it........  and scammers know how to avoid remorse return requests. 

     You are a fairly new seller and that in combination with your no returns may bump you up in the scammers target list. As ckimodog mentioned accepting returns will not protect you from other types of scam attempts but it may lower your target profile. 

     You should be aware that eBay customer support, other than through facebook, is pretty much useless these days and that support is powerless to actually do anything to help you. They will tell you what you want to hear, including lying to you, simply to get you off the phone. You would get better advice/guidance from this forum than you would get from eBay customer support. 

[debramariememories]

Thank you I will change my settings and contact an Ebay Facebook group. 

[fern*wood]

You didn't receive a defect for not contacting a buyer prior to a claim.   There are two things that will earn a defect.  1) seller cancellation for out of stock or 2) unresolved by seller case.   From what you posted it sounds like you didn't handle the return yourself by refunding upon return, but allowed ebay to settle it by refunding your buyer.   If that isn't how what happened, please clarify.

[debramariememories]

Hi, not sure when I could have paid the seller directly, see the timing of events and eBay's reason for the defect.

11/15 Buyer received item, no feedback.

11/21 Buyer put in a claim – I was told by eBay not to contact buyer because claim was filed.

12/5 I received the item back – case opened

12/5 I contested the claim – 2 hours later

12/5 Case closed and eBay paid the buyer. I was responsible because I couldn't prove the item I shipped was not the item pictured and described.

[farmalljr]

You got the defect because you asked eBay to step in. NEVER do that. eBay will ALWAYS decide in the buyer favor AND give you a defect for not handling the case yourself. 

You must accept returns that are for INAD reasons (not remorse). You must always refund, but in certain cases you CAN withhold SOME of the refund. Never ask eBay to step in, never. 

[fashunu4eeuh]

“…Ebay sided with buyer because short of having a video of me shipping the item I could not prove I shipped a broken item.”

There are two reasons that even if you had a video of yourself packaging and shipping the item, you still would have lost this case and received a defect. One, eBay does not consider video as evidence and will not view it. Video can be easily doctored.

And two, when you contested the Not As Described claim instead of refunding, that essentially sent a message to eBay that you would not cooperate and refund yourself. This required eBay to step in and refund the buyer for you, earning the defect. 

When a buyer invokes the Money Back Guarantee and claims Not As Described, the outcome is automated in the buyer’s favor 99% of the time. Sellers dealing with fraud or a “faulty” return can appeal the ruling to eBay after refunding.

Below are links to the terms of the Money Back Guarantee policy, and the policy explaining how to appeal such a case. Both are important to know as a seller. Knowledge is power and especially needed to successfully navigate the eBay platform. Sorry this happened to you, wish you best of luck moving forward.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369#:~:tex....