How to Report eBay?

[svpernovatoys]

I had a buyer return an item but since the package was returned to a UPS Store and I haven't had the chance to pick it up and inspect it. I received an email from eBay that I have 5 days to inspect and return it. On day 2 buyer opened a case, and eBay honored it! They issued the refund because the package was delivered. 

I felt, my rights as a seller was taken away just like that. 

I was given the rights by eBay to process it within 5 days.

I had another buyer in the past, it took him more than 3 days to finally ship the package back to me. When I asked eBay if I should open the case, eBay told me to hold off because buyer was given a time frame to return it. 

Why is that eBay didn't tell the buyer to hold off with the case because seller has given a time to inspect and process the refund within x days?

I want to report eBay's bad practice and how they did not honor seller's right, I just don't know where to go.

[oncost]

You can also report a buyer from the Resolution Center

[svpernovatoys]

@oncost - Even when the case has been closed?

[luckythewinner]

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@svpernovatoys wrote:

I want to report eBay's bad practice and how they did not honor seller's right, I just don't know where to go.

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eBay user agreement: 

"we reserve the right to refuse, modify, or terminate all or part of our Services to anyone for any reason at our discretion"

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

[svpernovatoys]

@luckythewinner - might as well say, "you have no rights when you use our Services as long as we get your money"

[oncost]

You're doing this incorrectly...

so case was closed and you get back your item  right 

[ittybitnot]

. I received an email from eBay that I have 5 days to inspect and return it.

I recall reading in a recent update that the time a seller has to refund has been changed to two days after confirmed delivery.  Some still report that the buyer was refunded automatically as soon as the delivery confirmation shows the item was delivered to the seller.   Unless you are a seller that has the opportunity to "inspect a parcel and give less than a full refund"  there really is no need for you to  inspect what is in the box that is returned to you.  You will be refunding in full regardless of what is sent back be it your item, some other item or an empty box. 

Buyers on the other hand have been give longer extended times to return items, and CS no longer is supposed to close any case in favor of the seller earlier than that.  It still is confusing that eBay will allow the seller to appeal if they get back a faulty return only after they refund.  Then the seller is told "there is nothing we can do because you refunded voluntarily."   Go figure. 

As suggested above, ebay can do whatever they like. 

[buyselljack2016]

I have a return on the way.

Here is what eBay says.

The return item is on its way to you

You should wait until you get the item back before you refund the buyer. Please ensure that you issue the refund within 2 business days of the item being delivered.

But, as itty posted...........  no need to check the item before refunding. Unless you are TRS offering returns where you can with hold up to 50% for an item not returned in original condition, you will be refunding per eBay policy no matter what the buyer sends you.

[coolections]

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@svpernovatoys wrote:

I had a buyer return an item.  They issued the refund because the package was delivered. 

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Go pick up your item and relist it. Problem solved.

[femmefan1946]

You  can refuse returns but you cannot refuse refunds.

The unwanted item was returned with Proof of Delivery.

Your inspection would mean nothing unless he bought a diamond ring and returned a brick. (Or more often bought a new item and returned a used one.)

What problem with the return would you expect to find on inspection?

If there is a substitution, you can appeal to eBay, but your problem seems to be that you haven't got time to do the inspection.

[smabrouk]

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@svpernovatoys wrote:

I had a buyer return an item but since the package was returned to a UPS Store and I haven't had the chance to pick it up and inspect it. I received an email from eBay that I have 5 days to inspect and return it. On day 2 buyer opened a case, and eBay honored it! They issued the refund because the package was delivered. 

I felt, my rights as a seller was taken away just like that. 

I was given the rights by eBay to process it within 5 days.

I had another buyer in the past, it took him more than 3 days to finally ship the package back to me. When I asked eBay if I should open the case, eBay told me to hold off because buyer was given a time frame to return it. 

Why is that eBay didn't tell the buyer to hold off with the case because seller has given a time to inspect and process the refund within x days?

I want to report eBay's bad practice and how they did not honor seller's right, I just don't know where to go.

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You need to read the eBay page about returns, https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115 on which you will find the statements below

”When you agree to give the buyer their money back, or once you receive the returned item, you'll need to issue their refund within 2 business days. To do this, go to the case in your Returns dashboard and choose Refund buyer. If you don't refund the buyer within 2 business days of receiving the item, and the buyer has uploaded return tracking, we may automatically issue a refund to them on your behalf.”

Your “rights” were not “violated” as you do not have 5 days to inspect/refund, you have only 2 days.  The buyer was within her/his “rights” to open a case as you did not issue a refund in the appropriate time frame.

[mam98031 · Accepted solution]

It is really important to understand the rules.  And if you are uncertain, research and learn.  Don't assume.

I know it can be frustrating.  Selling is a job.  Treat it as such and you will get along with it better and you will likely find it less frustrating.

Buyers do have more right and more time to do things than sellers do.  It has always been that way.  You are not on level ground with your Buyers on most any site, not just Ebay.  

If you have concern over what they shipped back, you should have made arrangements to go pick up the package much sooner or do it yourself if you can.  I know right now this can be challenging if you aren't having things delivered to your home.  I have everything delivered to my home but I do know that this is not always the best way for some.

[svpernovatoys]

Unfortunately, I cannot sell / relist the item since I only sell brand new / sealed items.

When the package arrived on day 1, I didn't get the notification from UPS Store until day 2, because on day 1 it arrived late on that day. 

I'm done with eBay and can't wait until my website (ecommerce) is up!

[tucker_30]

i appreciate all the replies but all i am looking for is a working eBay customer service telephone number..so i can speak with a live representative..about my problems.with a couple of sellers on eBay ..and also i am concerned because..i am noticing some of these sellers..don't even respond to anybody's..messages...when they message the seller..i had two friends that happened to. and its not right or fair.to not respond to their messages... we are seniors who live on fixed incomes .and..we need eBay to step in  and help us with our problems with these sellers..  ...so please get back to me thanks

tucker

[a_c_green]

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@tucker_30 wrote:

i appreciate all the replies but all i am looking for is a working eBay customer service telephone number..so i can speak with a live representative..about my problems.with a couple of sellers on eBay

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@tucker_30: I see you were already given instructions in the other thread you started in the Ask a Mentor section on how to go about returning the item, one reply of which you marked as a solution. If you have requested the return as Not As Described and the seller has not responded within 3 days, then you can go back into that return case and ask eBay to step in. They will probably enforce a refund to you without requiring you to ship the item back.

eBay does not have a direct-dial inbound number anymore (those numbers for eBay posted on other websites are either out of date or owned by scammers), but you can ask them to call you, via the Help links at the bottom of the page. However, you do not need a call from them (and it will come from someone reading answers off a script, not someone with a working knowledge of eBay); you have the means of getting a refund already available to you.

Tell us how far you have gotten with the return process and we can probably point you to what you should do next.

P.S. If you have a different situation with a different seller, please start a new topic thread for that here, and give us the details on what has happened so far.