eBay

Anonymous · ‎07-25-2017

I am a seller on here and would like to know if there is a way to contact eBay Management. I have called the support number and they gave me a number that says to enter the extention and then hangs up.

Thanks!

fern*wood · ‎07-25-2017

There is a "help and contact" link at the bottom of about every page.

If you have a general question, you would probably do better asking here than trying your luck with a general ebay customer service rep.

wrong66 · ‎07-25-2017

Or, if you live in the Bay Area, drive to their offices in San Jose.

Anonymous · ‎07-25-2017

I tried that, they gave me a number all it does is asks you to put in an extention and then hangs up. My guess it is a way for the Customer Service people to get rid of the people on the phone.

phcd1 · ‎07-25-2017

Whatever you think that is going to do for you is most likely a waste of time. You might as well try and teach a pig to fly, you would have better success. 😉

or

You can state your issue here, most likely someone else had the same or similar issue.

BTW, it's best to keep one thread.

Let me guess, SNAD return, right?

soh.maryl · ‎07-25-2017

Just to clarify: If you are asking about Customer Service, you probably do not need eBay Management which you are probably unable to contact anyway. Go to the Help & Contact tab at the bottom of the page. Or, as someone else suggested, ask your question here.

phcd1 · ‎07-25-2017

You also might want to remove the link to your website, its a policy violation.

Anonymous · ‎07-26-2017

I am not sure what a SNAD is, but you are probably right.
A customer bought something (everything we sell is alive) and said that it was 30% Dead on Arrival, we require photographic evidence to show that the item is dead and then we promptly take care of the customer.
However, this customer said they had taken photos for themselves and then threatened to give us a bad rating. We never received any photos so I sent it to eBay for what I assumed would be remediation, however they promptly issued a full refund to the customer.
When I contacted eBay I was told that this is the way it works and the lady on the phone (Diane no last name because they don't have to tell you anything other than their first name) told me to suck it up and my that my appeal was denied.

lintbrush* · ‎07-26-2017

The buyer is very, very rarely required to provide proof of their claim. It can happen in high value claims.

While you may be able to do that with your own website or store, you agreed to eBay's policy when you opted to sell here.

When a Not As Described claim is opened up, you only have a few choices.

1) Return for Refund (and pay return shipping)

2) Refund without requiring a return

3) Offer partial (only do this if you've reached a previous agreement with the buyer)

and sometimes;

4) Exchange (if you set up the listing to allow that)

Those are you choices for a Not As Described case. The only way you can fight this if the buyer stated in their return request that there was nothing wrong with their purchase - they simply changed their mind, and you don't have a returns accepted policy.

Not addressing the request with one of the given solutions within the timeframe given (messages between buyer & seller don't count) will open you up to an Unresolved by Seller defect. When you or your buyer asks eBay to step in, it views you are unresponsive to resolution. A few Unresolveds and your account is in jeopardy.

Outside webiste links are not allowed. Your DOA policy is not eBay valid.

Isn't it possible that extreme temperatures can affect live aquatic shipments?

missjen831 · ‎07-26-2017

@Anonymous wrote:
I am not sure what a SNAD is, but you are probably right.
A customer bought something (everything we sell is alive) and said that it was 30% Dead on Arrival, we require photographic evidence to show that the item is dead and then we promptly take care of the customer.
However, this customer said they had taken photos for themselves and then threatened to give us a bad rating. We never received any photos so I sent it to eBay for what I assumed would be remediation, however they promptly issued a full refund to the customer.
When I contacted eBay I was told that this is the way it works and the lady on the phone (Diane no last name because they don't have to tell you anything other than their first name) told me to suck it up and my that my appeal was denied.

You don't need to speak to "management" about this. You may require "photogenic evidence" but that's an unenforceable term and you are required to follow ebays rules. When s buyer says an item is not as described and won't provide pictures, you MUST accept the return and pay for return shipping. Or for damaged items, refund without a return and file an insurance claim and hope the carrier approves it. You have to follow the money back guarantee. Since you refused to resolve the problem and you asked eBay to take care of it for you, they called you on it. And the MBG does specifically state that this can and will happen to sellers who refuse to accept a return or refuse to pay for return shipping. The bottom line is, ebays rules trump your policies every time and there isn't a lot of leeway when it comes to resolving this kind of issue so if the buyer won't provide "evidence" you have to accept the return rather than ask eBay to step in and take of the problem for you.

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

pikabo-icu · ‎07-26-2017

Smoke Signals..

Morse Code..

Telepathy..

In all seriousness, I agree with MissJen..

~Pika~
People in life that are the happiest don't have the most,, they make the most of what they have...

luckythewinner · ‎07-26-2017

we require photographic evidence to show that the item is dead

Translation - you are trying to impose an additional requirement on your eBay buyer that is not required under the eBay's Money Back Guarantee policy.

By accepting the eBay User Agreement, you allowed eBay to make the final decision on eBay Money Back Guarantee claims. Nowhere in that User Agreement are you given the right to establish your own procedures that supercedes eBay's.

When I contacted eBay I was told that this is the way it works

You were given accurate information.

phcd1 · ‎07-26-2017

@Anonymous wrote:
I am not sure what a SNAD is, but you are probably right.
A customer bought something (everything we sell is alive) and said that it was 30% Dead on Arrival, we require photographic evidence to show that the item is dead and then we promptly take care of the customer.
However, this customer said they had taken photos for themselves and then threatened to give us a bad rating. We never received any photos so I sent it to eBay for what I assumed would be remediation, however they promptly issued a full refund to the customer.
When I contacted eBay I was told that this is the way it works and the lady on the phone (Diane no last name because they don't have to tell you anything other than their first name) told me to suck it up and my that my appeal was denied.

That's a SNAD, and in all probability, a defect too.

Buyers do not have to provide you with "photographic evidence", sorry, but that is eBay.

I am well aware of what you sell, I'm really surprised this is your 1st SNAD, however that group of people you sell to are not high fraud risk. You might want to indicate that the photo is a representative sample of what the buyer is going to receive and not the actual item, that will somewhat help in protecting you from a SNAD claim and may help.

The problem you have is what you sell is heavy and buyers know that you would have to cave in a SNAD case as it's most likely not cost effective to pay return shipping on 30 lbs of "rock".

The only solution I see to your problem is to rasie your prices a little to cover fraudulent SNAD claims. I would assume you COG is fairly low and you want to continue selling here.

I also see you did not remove your web site from your listings as I suggested. You're free to keep that there, but don't be surprised if one day you find eBay deletes all those listings and you get a demerit.

BTW, if the buyer "threatened to give us a you bad rating" in eBay messages, that is a policy violation and you may have won the SNAD case on that alone, but it requires a lot of time, effort and persistence.