How do you file or start a complaint against an eBay and/or representatives???

[dlsanchez25]

Dear Community

I am so horribly disappointment about being lied to, not once but multiple times by customer service representatives.  Always being directed to their resolution center that has no viable option to file a complaint directly for eBay. 

Recently, I had a return that was requested from the buyer claiming the item was incorrectly described on the listing. Knowing for certain this was incorrect, I called eBay to get the process of disputing the reason for the return. Spoke to a nice lady who outline a process that would require me to contact eBay once the item was received and go through a process that would enable me to start an inquiry on the buyer and possible have eBay reimburse me for the shipping fees.

When the item arrived,  I contact eBay as I was told.  I was probably on the phone for over an hour and at the end of the conversation was told I would first have to file a complaint and then wait 24 hours for the complaint to be acknowledge.  After eBay would send me an email that would allow me to process the return minus the disputed shipping fees. After 24 hours later and no response to the complaint, the only email received was a reminder that I have until today the 18th to process the return refund or they would step in.  After waiting a few more hours,  I called back and spoke to another representative who could not give me a response to my complaint nor status on the email that would allow me to issue the partial refund. Instead she offered to process the partial refund herself.

Thinking of myself quite clever for requiring an email confirmation of the transaction before we hung up, I believed the transaction completed.  Within ten minutes after we hung up, I received a second email that claimed, I had failed to issue the refund and the item had been escalated  and found in favor of the buyer. A full refund was being issued, including the shipping charges.

Imagine my outrage, I have one email claiming a partial refund had been processed and second email claiming I had done nothing and they were finding me at fault. I immediately called back and asked to speak to a manager/supervisor. After being asked hundreds of questions, including if I wanted to contest the decision to which, I answered "yes". While still on to the phone with representative and waiting for the supervisor/manager to get in the line, I received a message claiming my appeal had been denied.  

This morning, I called back hoping to get a representative who was working in the states and instead was forwarded once again to the Philippines. Spoke to a representative who seemed interested in helping me. Claimed she would request the defect be removed, my final fees be credited and the promise to reimburse the return shipping label. She emailed me a confirming email. One hour later, I received an email claiming because, I failed to issue the refund and this return was escalated by the buyer (lie) they were denying my appeal. 

I personally do not care about the defect against my account, I know I have always done my best to be a responsible eBay Seller. I just can not fathom the idea that someone else could go through this and their is no way to bring forth a review. My hope is that no one else go through this experience again. 

Please share your thoughts or ideas to help stop this from happing to someone else.

Thank you and Blessings

Lillian

[dryophelia]

@dlsanchez25 

Advise for others? 

• Never fight an ‘item not as described’ case. Send a return label and when the item arrives back to you, refund in full. 
• Learn to use eBay help pages and the Member to Member Community forum when you have an issue. 
  
  
• Get to know eBays Money Back Guarantee. Understand that buyers ALWAYS have the upper hand. 
  
  
• Contact eBay through social media. 
  
  
• Calling eBay never crosses my mind. 

[luckythewinner]

Please share your thoughts or ideas to help stop this from happing to someone else.

Any buyer can return or steal any item from any seller at any time by filing a fraudulent dispute.

There is not way to stop this from happening to someone else. 

If you want to sell on eBay, this is is one of the costs of doing business here. 

I'm not saying it is right. I'm not saying it is fair. I'm not saying it is acceptable to everyone. I'm just saying this is how eBay works. 

[dlsanchez25]

Thank you for your reply. You may be right, although it goes against everything I believe and teach my kids to standup for what is right - It may take a different forum to accomplish the same thing.

Thank you and best Wishes 

[mtgraves7984]

"I personally do not care about the defect against my account..."

@dlsanchez25 

Geez... that's all I care about anymore. I just handle it without eBay's interference. It's my  business, after all.

Sorry you've gone through this, but you're better prepared for the future here. Good luck to you moving forward.

[kensgiftshop]

@dlsanchez25 

As you found out, your first mistake was calling CS, they rarely give good advice.

When a buyer files an INAD, accept the return, provide return shipping and give a full refund once something is returned.

Once the buyer is refunded, report the buyer for abusing the MBG, then you can contact CS.

[dlsanchez25]

Thank you for your response. Please do not take me wrong.  I do not like the fact that eBay would allow buyer's the ability to take advantage of seller's in such a way. What I am most angry is the run around and the lying. The misinformation, the semblance of assistance, only to later learned the outcome is completely turned against you. This is why, I am so upset.      

[bonjourami]

Your first mistake was believing anything a csr tells you,surprised you didnt know that. They are scripted, and just want to get you off the phone and on to the next call. The time to appeal a case is after its closed,not during the case. Not that an appeal does any good either.

[donsdetour]

I am sorry this all went on:

Customer service is not the way to go in most cases: as they really know very little.

Read the eBays buyers guarantee: learn it like the back of your hand. EBay protects the buyer.

Ebay has no idea what you sent (they dont care) and if the buyer or you are lying or not (they don't care).

If buyer says not as described it is the option of return for refund or no return and refund.

Some times a case can be fought but it always has high risk. Not worth the time in most cases.

(that is full refund).

[fab_finds4u]

I'll try to explain what happened.

Since you have a 14 day return policy you must accept a return for any reason. ANY reason.

You can't  contest a not as described case. You're forced to pay for the return label and refund in full after tracking shows returned. However, after you refund AS REQUIRED you can then ask eBay for a courteous refund for the label if you have details in a message showing it should have been a  remorse return (changed their mind, doesn't  fit, found it cheaper, etc.), because that's what they complained to you  was why they wanted to return it.

Then if eBay saw you refunded in full, as it was required to solve the buyer's eBay complaint, if eBay agreed the buyer was wrong and should've paid for the return instead of sticking you with the label cost they would issue you a courtesy refund for the label.  That is how you get  refunded for the label. Precisely in those steps.

The reason you're not getting the label cost refunded now is because one of two things happened. eBay stepped in and refunded the buyer because you didn't refund  by 2 days after tracking showed delivered, or the buyer asked eBay to force you to refund.

eBay ended up resolving  the case.  (resolving means refunding the buyer) When that happens you get a defect for a case unresolved by the seller. I believe you cannot appeal a case that was unresolved by the seller.

I don't believe you'll get a refund on the label cost because you didn't step up and handle the case like eBay instructed in  buyer guarantee details.

[m_pthisandthat]

Have you ever tried to return a electric tool to one of the major lets just say home centers. Take notice the customer service individual does not even care what or why you are returning it or if infact you may have used it.  In must cases they really do not even look at what you are returning what does he/she do is issue a full return. In some cases I have had then give me more than I paid to start. Point ebay is not really any different, or more importantly they can not be any different. That is the customer that has been created. Is it right I am not sure right has anything to do with it. It is business ebay is a business and businesses are in business for one reason and one reason only tha reason is TO MAKE A PROFIT. How do you protect yourself know as much as you can about how the game is played. Know all you can about ebay policies. Will you still lose sometime yes but this will cutdown o the odds.

[ittybitnot]

 it goes against everything I believe and teach my kids to standup for what is right -

You can be certain most of the people here understand completely.  Oftentimes, the answers/advice on the boards may seem abrupt and not sympathetic to your situation, but the same story has been told over and over day after day, year after year.  It does not get better. It is what it is. 

Those that control the money, control the outcome.  Basically, a seller's fate in a case is determined the moment the buyer choses a "not as described" reason for a return.   It is a sad thing, an automated process run by bots that are programmed for only one result regardless of any facts. 

[dlsanchez25]

Thank you for your reply. All the information is very useful. To clarify, this is precisely what I was trying to do, when I called once the item was returned. However, the second person, I spoke to made it seemed this option was not available and instructed me to do something entirely different. 

In addition, 2 days had not come to pass. The reason for the third call was because, I did not want the two-day deadline to expire.  This took place on 17th and I had until the 18th to resolved. It was too early for the buyer to request eBay to get involved.

Thank you!!  

[coastaltechsolution]

First I'm sorry this happened to you as I know how frustrating it can be. 

As others have already stated above it is in your best interest to study up on exactly how eBay's MBG works, especially for returns and the different types. 

Even when calling eBay's CS many times it is the Seller explaining to the CS and showing them where exactly certain policies of eBay's are.

[calntom]

You received a decent eBay MBG education through this thread.  Best to come here and ask questions before even thinking about calling eBay. 

Rule of thumb on a INAD case:

1st and only message I send back to the buyer. "Sorry you are not pleased with your purchase. Please return for refund."

(either seller sends a prepaid return label or eBay issues that for you depending upon your return policy)

Receive the return and refund according to eBay policy

 OR

Refund in full and let buyer keep the item without returning.