How Does the eBay Resolution Center Work? I was Ruled Against in Favor of a Buyer With No Feedback

[samkom]

I have been a member of eBay for over 19 years and have accumulated over 1100 positive feedbacks with a 100% rating.  I recently sold and shipped an item to a buyer who has no feedback whatsoever.  Though I pack extremely well and have never had an item arrive broken, this buyer said that a piece arrived broken and accused me of shipping it that way.  The box showed absolutely no damage in transit and I made sure that the contents would arrive safely.

I told the buyer I would not offer a refund, so a case was opened.  Though I was not asked for my side of the story, eBay ruled in the buyer's favor, and is forcing me to make a refund.  I am so angry that I'm considering closing my longstanding account to assure that this will not happen.

Any thoughts on this subject would be greatly appreciated!

Thank you,

Sam

[threshold.sales.group]

Sam, the current system does not allow the seller to challenge any buyer claim prior to the seller accepting the "request" and the buyer returning the item.  Unfortunately that's not made very clear to sellers and even the name "request" is misleading (imo).  A request implies that there are at least two acceptable answers, but that's not true. 

[earlyant-77]

"Instant pot"?

[the*dog*ate*my*tablecloth]

Not the good kind but they're still pretty great

[samkom]

Thanks for your perspective!

[cashvaluerecovery2011]

You answered your own question. "How does ebay reso center work?" They rule for buyers. Your history means zero. In fact a new buyer has multiple chances to scam sellers before tgey are supposedly dealt with.

As for your case? Its likely a buy to replace scam. Zero feedback and its your first broke in transit in 20 years on their first ever purchases? Lol not likely. But you have to at least initiate a return. It puts the ball in ther court. They might have just been seeing if you would refund without return. If you say no to return its just a ton worse for you. Dont sell anything here you cant afford to give away. There are other places to sell where it doesnt work that way.

[myescape]

You can not prove item was not broken in shipping is why ebay found in favor of buyer.You may feel your packaging was faultless but thats not provable since it broke.Feedback numbers have no bearing on any finding ebay makes

[myescape]

As mad as you are think for a sec about how  disappointed/mad feels buyer that they got a broken item w no damage to the outer box

[myescape]

What do you think you could say in your case that would change to fact that item is broken as evidenced by photo?File an insurance claim w the your carrier if you insured

[reallynicestamps]

Your feedback and the buyer's have no effect on the outcome of a Claim.

EBay does not use FB as a measure of a member's account.

The buyer claimed he received a damaged item.

He apparently sent pictures of the item and the box?  The box showed no damage.

Did the item show damage?

You refused the refund.

The buyer opened a Dispute.

EBay found for the buyer-- is it possible the buyer presented your previous refusal to refund as part of his case?

The buyer was refunded and kept the disputed item.

Even if you have a No Returns policy, that does not mean No Refunds.

Even if you have a No Returns policy, that does not mean you cannot demand the return of the disputed item before refunding.

You may have to pay return shipping.

If a single lost Claim in over 19 years is enough to make you want to close your account.... okay.

[skm.s-49]

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@the*dog*ate*my*tablecloth wrote:

OMG I just got an instant pot shipped by Amazon. It was double boxed with foam inserts and the outer box was a shipping box. I could not see any damage to the outer box but the product box was crunched in on one corner. The instant pot itself had plastic parts broken off and a huge dent in the side. 

I repeat, the outer box appeared undamaged. 

Thankfully Amazon takes damaged items back without whining about it and accusing me of being a scammer.

---

Hence the reason buyers flock to AMZ

[cashvaluerecovery2011]

"The reason....". Try one of many.

[skm.s-49]

@samkom just out of curiosity, was it the chalk figurine?

[city*satins]

I didn't offer a refund because this was not necessarily a delicate item, and I wrapped it in bubble wrap and foam rubber (a first for me since I wanted to make sure it would arrive safely) before packing it up in a box large enough to secure the item.

Maybe foam rubber isn't the best way to go, then.  Personally, I would have double-boxed it, not just put padding material around it and boxed it once.

You're offended that the buyer thinks the item was broken when you packed it. I understand that.

But likewise, you're thinking the buyer is scamming you.

Regardless of whose judgment of the other party is more offensive,  you were destined to lose this case, and by not resolving it yourself, will have received a transaction defect from eBay.

If you sent this by Priority mail, you can make an insurance claim with USPS.

[samkom]

Nope, it was the metal ice skater.  Weird, huh?

[monster-deals]

Sounds about right.