Hey eBay! Fix your returns before implementing new features!

[honestabe411]

Buyer opens a return for not as described...reason- ‘does not fit’. Are you kidding me!?

I cam eBay CS and once again, they do nothing. They CAN NOT change a return once it’s been processed. I can get them to force close it, reopen as buyers remorse which for some reason I still have to pay back original shipping..and then after I need to call and get the case closed without seller resolution closed!? Seriously!!? I need to go through all of that will BLANTANTLY OBVIOUS proof INSIDE the return...and you can’t do ANYTHING! 

Your return system is so flawed, yet you implement horrible new features monthly that nobody likes...why not fix your flawed system first?

CRAZYY!!!! 

[lewisburggold]

They will lie and say anything they want to return.  Even if it hurts you they still dont care they will check the box that puts the blame on you the seller.  The system is broken for stand up sellers.  Best regards

[honestabe411]

Also just found out something new I was never aware of..

ebay is now telling me to wait until the time is up, so the 6th of July, and then call eBay CS on that day and they will force the return back to me..which they said they will send them a label to send back..BUT, what I didn’t know, is she told me the label they send them is not actually a label they are providing..the label is CHARGED to your next invoice. 

After the return is received back, I can then appeal and dispute the false SNAD for my money back with the appeals department...AND THEN call back escalations department to remove the ‘case closed without seller resolution’  from your account.  So many hoops it’s AMAZING. 

I asked, well why don’t I just accept the return now and appeal the shipping money once i get it back..to where she stated you cannot appeal a return if you accept the case...so you MUST wait for it to time out, call, have them return it...then call again for removal of defect and total shipping cost of $14...I do NOT buy items for $2 to end up with $14 in shipping charges. 

I had a buyer open a not as described on Posh, and the Posh closed it in MY FAVOR, with no phone calls. All through their CS notes section...can you believe that! That was easy as pie there!

And on top of that, who knows how badly fighting SNADS and removing defects affects your search ranking on eBay...best to accept the return and eat it? Best to fight it and appeal after it’s forced sent back? Does one effect your search worse? NOBODY KNOWS! All I know is this is complete lack of respect to sellers and extremely time wasting. 

[ed8108]

You now know how things work here.

Accept and comply or find yourself an alternative.

[honestabe411]

Just keeping the horrible ebay practices that need to be changed up to date, and for those who don't know or haven't read can no understand.

Return Selected- Not as described..reason..doesnt fit....that a WHOLE new LEVEL

[pjcdn2005]

Have the return options changed then?

I thought that is they checked off does not fit that was automatically handled as a buyers remorse return?  Are they now given an option for 'does not fit' and 'not as described'?

[twnpopcards]

---

@honestabe411 wrote:

Buyer opens a return for not as described...reason- ‘does not fit’. Are you kidding me!?

I cam eBay CS and once again, they do nothing. They CAN NOT change a return once it’s been processed. I can get them to force close it, reopen as buyers remorse which for some reason I still have to pay back original shipping..and then after I need to call and get the case closed without seller resolution closed!? Seriously!!? I need to go through all of that will BLANTANTLY OBVIOUS proof INSIDE the return...and you can’t do ANYTHING! 

Your return system is so flawed, yet you implement horrible new features monthly that nobody likes...why not fix your flawed system first?

CRAZYY!!!! 

---

This is all part of Ebays next money grab from the sellers.  Since they have destroyed the platform for both buyers and sellers and can no longer show sufficient growth for shareholder growth (they do not get dividends so they only make money when the stock goes up in price) their next money grab comes in October.  That is when those that have too high of returns (SNADS whether returned, never returned by the buyer, incorrect reason) are going to get hit with a 40% FVF increase in categories where Ebay deems their returns compared to their peers (also determined by Ebay and you do not know who they are or what they sell compared to you) were to high.  They are no longer allowing the sellers to dispute anything about them because if they did that Ebay would not make the money they are counting on making in the 4th qtr.  

Since all the other ideas failed because it was left up to the sellers to use the useless programs and pay extra for them (promoted listings as an example) Ebay is now forcing this down sellers throats as they are DESPERATE for growth of any kind now.  All i can say is when the time comes that they put this into play, do not use the categories that you are too high in and let them once again watch revenue decline instead of increasing as they just cram these constant changes that do not work correctly down our throats.  Or I guess the PC phrase that the CEO has chosen as his mantra Disruptive Technology.  Heaven knows that is what we seem to get on a daily basis on Ebay with no corrective action on the horizon.

But that is the reason for no more corrections to the SNADs.

[twnpopcards]

---

@honestabe411 wrote:

Also just found out something new I was never aware of..

ebay is now telling me to wait until the time is up, so the 6th of July, and then call eBay CS on that day and they will force the return back to me..which they said they will send them a label to send back..BUT, what I didn’t know, is she told me the label they send them is not actually a label they are providing..the label is CHARGED to your next invoice. 

After the return is received back, I can then appeal and dispute the false SNAD for my money back with the appeals department...AND THEN call back escalations department to remove the ‘case closed without seller resolution’  from your account.  So many hoops it’s AMAZING. 

I asked, well why don’t I just accept the return now and appeal the shipping money once i get it back..to where she stated you cannot appeal a return if you accept the case...so you MUST wait for it to time out, call, have them return it...then call again for removal of defect and total shipping cost of $14...I do NOT buy items for $2 to end up with $14 in shipping charges. 

I had a buyer open a not as described on Posh, and the Posh closed it in MY FAVOR, with no phone calls. All through their CS notes section...can you believe that! That was easy as pie there!

And on top of that, who knows how badly fighting SNADS and removing defects affects your search ranking on eBay...best to accept the return and eat it? Best to fight it and appeal after it’s forced sent back? Does one effect your search worse? NOBODY KNOWS! All I know is this is complete lack of respect to sellers and extremely time wasting. 

---

@honestabe411

According to some other posts that I have read Ebay is no longer honoring that either.  Orignally Ebay told the sellers they would refund their shipping costs, then when the sellers called on it they were told that was no longer the policy and it is a SNAD and therefore they are liable for all costs associated with it.  

This is all about Ebay being able to get that 14% FVF (40% increase) in October if your SNADs are to high compared to who Ebay considers your peers.  You wil not know who they are or what their return rates really were, just whether you were higher or lower per Ebays determination and whether you have a rate increase.  

Does anybody else see a conflict of interest in this and how Ebay is going about it?  They cannot justify any rate increase the way this platform has been operating so they are trying to have one that is supposedly the sellers fault.

[ittybitnot]

Your return system is so flawed, yet you implement horrible new features monthly that nobody likes...why not fix your flawed system first?

I hate to tell you this, but ebay does not see this as 'flawed'.  It is working as intended, even though it makes no sense to those with a bit of common sense.  You need to check in to the "alternate reality" that is in place here. 

If a buyer files SNAD, it is basically "locked in".  They need not put in a reason, but if they put doesn't fit,  it is still a SNAD claim for which the seller is on the hook. The "reason" for the SNAD is immaterial  to the case and has no bearing on the outcome.   I could go into more detail of how this is playing out, but there is no need.  

eBay roulette,  which was a fixed game from the jump,  just increased the odds against you. 

[equid0x]

Okay.. I have to kinda disagree here... what I see happening is this:

- eBay buyer opens return

- Seller converses with buyer (<------ <------ this is CRITICAL. Gather as much information as you can during this phase to bolster your case)

NOW it's your turn!:

- eBay seller disputes return

- eBay finds in favor of the buyer

- eBay refunds full purchase to buyer 

^^^^^^^^^^^ eBay MBG at work for the buyer

- eBay seller responds to MBG with their stated case and repeats the evidence and/or provides new evidence requesting appeal

- eBay provides response to seller that case will be appealed within 24-48 hrs

- eBay reviews case

-eBay responds and if evidence matches written eBay policy(be sure to point this out above!) ebay agrees to refund charges in question(shipping or entire transaction as appropriate). 

-eBay issues refund to PayPal within 48 hrs. 

^^^^^^^ eBay seller protection for the seller

In my experience, this is how it works. Yes, you have to jump through hoops. That is the whole idea. Scammers probably will not/cannot(no evidence) jump through the hoops with sufficient evidence to prove their innocence. In the end, the buyer still gets the refund and they are "happy". If you can follow through as an honest seller with proper evidence you can get your shiping costs refunded and be "happy" too. 

This is what I see happening. Right or wrong, eBay is trying, on some level, to appease both sides of the equation, but if you just give up on the first step, maybe you won't be happy. 

Now, will eBay sanction you, the seller, for being made "happy" too many times down the line? Maybe, nobody knows. My guess is probably, there is some threshold at which you will be "let go" as a "customer"(seller) for negatively affecting profit margins. Can you really blame them? eBay is a for profit business here to make money. So are you.

If someone was consistently losing your business money you would "86" them the same eBay might do to you. Will this happen in most cases? I doubt it. I think you will need to be losing eBay a siginificant amount of money for an extended period of time before any such action would be taken. Then again, I don't work for eBay, but this is what any sensible businessman(or woman) would do. 

[twnpopcards]

If someone was consistently losing your business money you would "86" them the same eBay might do to you. Will this happen in most cases? I doubt it. I think you will need to be losing eBay a siginificant amount of money for an extended period of time before any such action would be taken. Then again, I don't work for eBay, but this is what any sensible businessman(or woman) would do. 

And there is the flaw in your thinking.  Comparing how Ebay operates to how a sensible business operates, which is why more and more items are leaving Ebay and being sold on other sites leaving Ebay with little to no growth while watching the other sites explode.

[tunicaslot]

Although I agree with your advice Ed - this isn't the way it shoulde be. Once a real person looks at that reason for return - and if the OP has measurements in his listing - the case should be closed in his favor and the buyer told the seller accepted the return - but... they have to pay to send it back.

I will say hones - that I think Ebay went with this policy because when closing in a sellers favor - the buyer then went and did a CC chargeback on PP and Ebay was then receiving alot of grief from sellers calling them back when it was out of their hands.

I personally would like to see the MBG policy done away with - let sellers make up their own return policy. 

[nowthatsjustducky]

---

@twnpopcards wrote:

---

---

This is all about Ebay being able to get that 14% FVF (40% increase) in October if your SNADs are to high compared to who Ebay considers your peers.  You wil not know who they are or what their return rates really were, just whether you were higher or lower per Ebays determination and whether you have a rate increase.  

Does anybody else see a conflict of interest in this and how Ebay is going about it?  They cannot justify any rate increase the way this platform has been operating so they are trying to have one that is supposedly the sellers fault.

---

I truly hope the FTC, SEC, and any other relevant Federal TLAs are watching eBay closely on this one.  It really sounds like they are planning on playing out the Broken Window Fallacy:  https://en.wikipedia.org/wiki/Parable_of_the_broken_window

eBay implements a new policy that has a number of facets that are out of a seller's control, so that if they don't meet these requirements, eBay gets to charge more.  And then they take steps to actually expedite their customers' failings in order to extract those higher fees.  A bit of a protection racket perhaps even.

They are treading on very unstable ground with this one.