I am absolutely SICK and TIRED of buyers misusing the returns process.

[the*revenant]

Hello everyone, very frustrated today. I usually don't post here ...so its  a testament to how frustrated I have to be. Long story short, buyer purchases a part I ship out on time, etc. Buyer then opens a return for " / not working" okay no problem, per my return set up its automatic and sends the label automatically without me doing anything.  I had reached out to the buyer asking for some more details and if he can provide how he used the part and to essentially to try and help him out regardless of the return . No response. Side note the buyer made the account the same day of purchase ( red flag 9/10 times EASILY ) buyer opens a CASE? How is that possible. Get an email from ebay 932 am buyer opens case, 933 email problem with shipping label, 934 am case is ON HOLD hmmm never happened this way , strange. Case was put on hold I couldn't even do anything and was VERY confused as to why it was on hold. 5 days later get an email awarding the buyer a FULL return FULL REFUND and basically stating that I didn't upload or give the buyer the shipping label. That is 100% FALSE as my returns are automatically processed. Chatting with ebay and literally cannot make ANYONE understand what I am trying to help them! Buyer still unresponsive, ebay telling me that I " failed' to provide a shipping label and was given 5 days to do so, when in reality the case headline stated that " wrong item sent' 

SO is it defective? is it WRONG ITEM SENT? Is it SHIPPING LABEL ISSUES? WAIT ITS ALL OF THOSE IN ONE BIG FAT **bleep** of a situation. I am SO FRIGGEN FRUSTRATED WITH THIS! 

[mtgraves7984]

Well, this is messed up. The 9:33 email 'problem with shipping label' is particularly unsettling.

Did you ever check on the Case notes during the 5 day period before the refund? If so, did it look 'strange', too?

[the*revenant]

Hey there, thanks for replying. The frustrating thing about this is that I wasn't even given an option to do anything. I got an email stating there is an issue with my label which I thought was odd because my return process is automated and the buyer should have received this label easily. And everything escalated within minutes, 932AM requesting shipping info then by 935 AM the case was on escalated AND put on hold. So strange. I Got a friggen case closed without seller resolution marked against my account! ITS RIDICULOUS. I ACCEPTED THE RETURN I contacted the buyer, I waited for them to " review details" then another case gets opened up saying I sent the wrong item. Everything about this is ridiculous. Now Ebay is stating that I " failed" to upload a shipping label, and there was ZERO option to even message or upload anything or correspond to anyone-since the case was put on HOLD. Nobody seems to understand what I am saying and its bugging the crap out of me. 

[joseh1445 · Accepted solution]

Reach out to eBay for business on Facebook, the reps are USA reps that know what they are doing, and have the ability to get things done.  You are a TRS, so this will help you as well.  Best of luck on your selling journey.

[the*revenant]

Believe me , I always look out for the best for any customers. But when I am actively trying to resolve this issue and getting ZERO communications from the buyer and I lose on all fronts: My part, the payment, and I get marked for a " case closed without seller resolution" the murderer of Ebay accounts. It really makes me upset as to why people can get away with this so easily. 

[mtgraves7984]

Case was put on hold I couldn't even do anything and was VERY confused as to why it was on hold.

@the*revenant 

It's bugging me, too... I've heard of Payouts being put on Hold, but never a Case  being put on Hold.

I'm with @joseh1445... I'd be reaching out to the qualified  C/S starting with a message on the eBay facebook page. You'll set up two-way communication (email) with a Rep who actually has the ability and the resources to offer service. If the first can't handle it, you may be handed off to another; if you're not satisfied, you can ask it to be escalated to decision-makers. 

Either way, it'll be handled on your time in fairly short-order. What better do you have to do this evening?

[joseh1445]

@the*revenant 

I believe you.  I am TRS as well.  And it has taken me time and a lot effort.  Some times I get great buyers, and some times, I get people trying to take advantage.  And when that is the case, that some one is trying to take advantage of me, I do what I have to do.  If the item that I sold was $14, or $1000, it doesn't matter.  I am looking out for my self, as some times ebay is not going to look after me.  Any way, don't reach out to the buyer again.  Once some one that buys some thing from me, and acts this way, I don't reach out to him/her.  At this point, I am looking after my self and my little business.  There are just people, that love to get free stuff, or use your stuff for free.  

[sandylaughlin]

I feel your pain as well.  I have been an eBay seller for over 22 years.  I've always known that eBay is pro-buyer, not pro-seller.  As a seller, we can bend over backwards to please a buyer, only to be told that we haven't done enough.  Over the last 12 months, I've sold 544 items.  Of that number, 11 were returned to me.  Of those 11, 8 were bogus.  Lies told to eBay to get me to pay for the return postage.  So what does eBay do for me?  They've decided to penalize me with a 5% increase in my Final Value Fees.  According to them, this is to incentivize me to not have so many returns.  For a little guy like me, a 5% increase is painful.  Wish they spend a little bit more time protecting the sellers like they do the dishonest buyers.   I don't expect things to get better.  It's all about the buyer.

[soh.maryl]

Acts what way? Opens an item not as described case? What can you do other than send a prepaid return label and refund upon receipt back?  

[dolcetreasures]

I turned my store off for that very reason. The NAD’s are coming from every direction. Buyers are literally destroying my merchandise then returning useless, worn, sweaty junk to me on my dime. Not one NAD that I’ve received in the last 18+ months was even valid, not a single one. 

[joseh1445]

@soh.maryl 

If some one opens up a case without contacting me first.  If buyer reach out to me with any issues, I can give them options.  But when people open up a case, I am not able to do a partial refund for about 5 days.  (I don't know if this was a glitch on ebays part, as I have had this happen several weeks ago). 

My last resort is to have them send the item back (I take care of the return shipping and issue a full refund).  We are adults, but some times we act like children, my self included.

[soh.maryl]

When someone opens a case, are they not expecting more than a partial refund?  

[rugerskick]

Depends on the percentage size of the partial refund they want.

[soh.maryl]

My point was that, per the MBG, the seller is required to refund the buyer in full, unless some negotiation for a partial has been accomplished.  Most partials are given on the understanding that the buyer will keep the item.  

[jmso]

It is definitely disheartening to lose a case against a scamming buyer with the full support of ebay.  I just received just that and if ebay had indeed looked at all the pictures they would have seen the scam clearly.  ebay is literally encouraging scams and rip offs by buyers.