eBay

mokie11559 · ‎03-28-2018

Return started 3/23 automatically for does not fit. Waiting for a tracking # & for item return to refund buyer. Says buyer must provide tracking by 3/30. OK, nothing so far.

Away from pc today, come back to check & within minutes buyer changed to not as described & asked ebay to step in. Buyer refunded automatically! WTH? What happened to having a chance to respond?

Got US rep & asked how can a fit/remorse return started be changed to nad & refunded within minutes without item return? Told me give them 24-48 hours.

Within minutes got a courtesy refund from ebay. How is this allowed to happen in the 1st place?

michael_atw · ‎03-28-2018

Short answer, yes: a Customer Service agent (a human) will review the details in the scenario you describe.

Warning to people reading this - this is not true.

michael_atw · ‎03-28-2018

Even though it is "automated" always respond to a return with "I will gladly refund ONCE I GET THE ITEM BACK" - that way there is a record that you didnt just blow off the dispute and it puts the spotlight ON THE BUYER to get it in the mail and provide return shipping info. Anybody looking at the dispute could see you were on the ball, the buyer not so much and decide in your favor.

On paper what you say makes sense. In reality this is not how eBay works despite the claims by ebay's employees on this thread. I know from multiple experiences prior to the full automation of their system a few weeks ago (the timeline framed by the last CSR I spoke to) and the former construct of automation during the escalation.

The CSR repeatedly referred to the period prior to an escalation as the "seller-make-it-right period". He was clearly reading from a script. He repeated this at least 6 times. You can see that "seller make it right" means a very specific thing. He either implied or outright said it's a new term (I can't recall which one) as of a few weeks ago.

I fear that this new scenario will only express a possibility of "seller wins the dispute" if and only if someone has 'no returns' and a specific set of events follow (such as a policy violation by the buyer).

Anonymous · ‎03-28-2018

@michael_atw wrote:

Short answer, yes: a Customer Service agent (a human) will review the details in the scenario you describe.

Warning to people reading this - this is not true.

HI @michael_atw, while I understand that you may have had a different experience and I'm happy to look into any situations you feel were not handled correctly, the information I have provided is accurate. If you have specific questions regarding automated returns, you are welcome to share them here and I am happy to address them. If you have questions outside of this topic, you can begin a new thread in the Community and let me know if you are having trouble finding the answers to those queries.

michael_atw · ‎03-28-2018

How could I have had a "different experience" if the policies are set in stone? Do you or do you not have specific procedures?

I had a CSR claim there was not a single person that could alter a dispute before it is escalated. Your comments contradict that. So who is right?

I asked the CSR at least 5 times - are you saying there is no one? Not you, no supervisor, no CEO? He said, 'yep'. I asked 'why?' He said, 'because that's the way it is now.'

This thread was not created by you and this thread - according to the OP - is about eBay's system failing him. The reason for this failing is either human-error or robot-error. You claim in the thread humans are in charge. That is not true according to multiple CSRs - one who said the escalation period is automated (four months ago) and one last week who said the whole period before escalation is not controllable. I responded to your claims with rebuttal.

Anonymous · ‎03-28-2018

@michael_atw wrote:

How could I have had a "different experience" if the policies are set in stone? Do you or do you not have specific procedures?

I had a CSR claim there was not a single person that could alter a dispute before it is escalated. Your comments contradict that. So who is right?

I asked the CSR at least 5 times - are you saying there is no one? Not you, no supervisor, no CEO? He said, 'yep'. I asked 'why?' He said, 'because that's the way it is now.'

This thread was not created by you and this thread - according to the OP - is about eBay's system failing him. The reason for this failing is either human-error or robot-error. You claim in the thread humans are in charge. That is not true according to multiple CSRs - one who said the escalation period is automated (four months ago) and one last week who said the whole period before escalation is not controllable. I responded to your claims with rebuttal.

Hi @michael_atw, you could have had a different experience if you were given misinformation or someone made a mistake. We do have specific procedures, which I have outlined. I have also offered to review any situation you have gone through that does not match what I have outlined. I'm happy to work with you to clear up any confusion or misconceptions that may have been shared with you.

That being said, I don't want to derail this thread or risk having any incorrect information shared here that could cause confusion so I will reach out to you via email to get the details of your phone calls and discuss this topic further.

vintagemoth12 · ‎03-29-2018

Thank you so much for clearing that up! @Anonymous

jpcustomsonline · ‎03-29-2018

@Anonymouswrote:
@jpcustomsonlinewrote:
@mokie11559wrote:
Then what is the point of automated returns? I thought it was to streamline & not have to have the buyer send a message. Its automatically accepted, buyer gets a label with my address & sends back. Refund when item arrives. Then what the heck is the point of automating returns if you still have to communicate? isn't it a given when the buyer opens a return for fit/ doesn't like/ changed mind & gets a label that they return it? No, this buyer didn't use the label, I think she knew exactly what she was doing & was attempting to get for free (which of course she did)
While I agree, half of my returns can be solved by talking to the buyer. Which is why ebay's automated returns is MORONIC. I've had buyers shipped back their stuff before I noticed and was able to reply, when they could have kept it, by me solving their problem. Instead, the buyer now has nothing. But hey, ebay thinks this will make for more happy buyers! Yay streamline returns!
Hi @jpcustomsonline, if you are responsible for the return shipping cost or you offer free returns, automatic acceptance only occurs if you have not replied to the buyer within three business days. Check out our 2017 Fall Seller Update for more info!

@AnonymousI do not have free returns. I am talking about buyers remorse returns being automatically accepted. That, is the problem here. Half of my buyers remorse cases could be SOLVED, but you guys decided it would be better to just automatically accept them instead, and close off the in case communications to the parties completely. How can you guys honestly think this is a good idea in any way?

NOW, you're getting rid of restocking fees, which is the only way I'm able to survive, with my 9% of returns, due to buyers remorse. You guys make it so easy to return stuff, and so easy to buy stuff, that buyers just buy stuff willy nilly and don't even bother sending a message before wanting a return. A message, where HALF THE TIME, I could have resovled their problem, but you make returns so easy, that they don't even bother. But now, the only way for me to get my restocking fees back, due to almost all my stuff coming back open or damaged in some way, is to offer free returns. The free returns we weren't going to be forced into. I have screen shots of your reps telling us we won't have to do free returns, and only people with free returns won't be able to charge restocking fees. NOW? Now only people with free returns will be able to get the "restocking fee", tho you no longer call it that, and it's not a set number, and we have to decide if, and how much the damaged and open goods are now worth to us.

Instead of deciding these things in board rooms, you need to have SELLER focus groups. Because you'll almost always get real world responses to these insane policy changes, that affect sellers,t hat ebay thinks is actually helping us. They aren't.

stuff4divas · ‎03-29-2018

@Anonymouswrote:
@stuff4divaswrote:
@mokie11559wrote:
Return started 3/23 automatically for does not fit. Waiting for a tracking # & for item return to refund buyer. Says buyer must provide tracking by 3/30. OK, nothing so far.

Away from pc today, come back to check & within minutes buyer changed to not as described & asked ebay to step in. Buyer refunded automatically! WTH? What happened to having a chance to respond?

Got US rep & asked how can a fit/remorse return started be changed to nad & refunded within minutes without item return? Told me give them 24-48 hours.
Within minutes got a courtesy refund from ebay. How is this allowed to happen in the 1st place?
Bots are doing a lot of these mistakes. I had a few returns go awry. When I called, the CS reversed everything to my favor as it was suppose to be. He told me "don't click on 'Ask Us to Step in and Help' or 'close case' buttons", but to call instead because of the bots.
Hi @stuff4divas, while there are some instances where our system will close cases, these are very limited. Typically this will only occur when tracking has been provided that confirms delivery in an item not received case (seller favor) or there has been no response to the case before we are asked to step in (buyer favor). The OPs case was closed incorretly by a Customer Service agent, has been resolved and appropriate coaching has been provided. In the rare instances where the incorrect decision is made (even when it was our system that made this decision), we are able to appeal the case and fix our error.

Thank U for responding Trinton. What do you suggest I do about this open return where item not returned and eBay did not close? Today is Mar 29.

We've asked the buyer to ship the item back by Mar 27. Wait until you get the item back before issuing a refund. You should wait until you get the item back before you refund the buyer. Please ensure that you issue the refund within 6 business days of the item being delivered. If the buyer doesn't send the item back by Mar 27 we may close this return.

Here's what the buyer said

Reason: Just didn't like it

Comments: Please send me return label

jpcustomsonline · ‎03-29-2018

@stuff4divaswrote:
@Anonymouswrote:
@stuff4divaswrote:
@mokie11559wrote:
Return started 3/23 automatically for does not fit. Waiting for a tracking # & for item return to refund buyer. Says buyer must provide tracking by 3/30. OK, nothing so far.

Away from pc today, come back to check & within minutes buyer changed to not as described & asked ebay to step in. Buyer refunded automatically! WTH? What happened to having a chance to respond?

Got US rep & asked how can a fit/remorse return started be changed to nad & refunded within minutes without item return? Told me give them 24-48 hours.
Within minutes got a courtesy refund from ebay. How is this allowed to happen in the 1st place?
Bots are doing a lot of these mistakes. I had a few returns go awry. When I called, the CS reversed everything to my favor as it was suppose to be. He told me "don't click on 'Ask Us to Step in and Help' or 'close case' buttons", but to call instead because of the bots.
Hi @stuff4divas, while there are some instances where our system will close cases, these are very limited. Typically this will only occur when tracking has been provided that confirms delivery in an item not received case (seller favor) or there has been no response to the case before we are asked to step in (buyer favor). The OPs case was closed incorretly by a Customer Service agent, has been resolved and appropriate coaching has been provided. In the rare instances where the incorrect decision is made (even when it was our system that made this decision), we are able to appeal the case and fix our error.
Thank U for responding Trinton. What do you suggest I do about this open return where item not returned and eBay did not close? Today is Mar 29.

We've asked the buyer to ship the item back by Mar 27. Wait until you get the item back before issuing a refund. You should wait until you get the item back before you refund the buyer. Please ensure that you issue the refund within 6 business days of the item being delivered. If the buyer doesn't send the item back by Mar 27 we may close this return.

Here's what the buyer said
Reason: Just didn't like it
Comments: Please send me return label

Ebay isn't just going to close it. you have to CALL in and they will close it out.

rixstuff · ‎03-29-2018

Actually, now that the buyer has weighed in, the clock has started and if it isnt back in short order you wont have to refund.

Anonymous · ‎03-29-2018

@jpcustomsonline wrote:

@Anonymouswrote:

@jpcustomsonlinewrote:

@mokie11559wrote:

Then what is the point of automated returns? I thought it was to streamline & not have to have the buyer send a message. Its automatically accepted, buyer gets a label with my address & sends back. Refund when item arrives. Then what the heck is the point of automating returns if you still have to communicate? isn't it a given when the buyer opens a return for fit/ doesn't like/ changed mind & gets a label that they return it? No, this buyer didn't use the label, I think she knew exactly what she was doing & was attempting to get for free (which of course she did)

While I agree, half of my returns can be solved by talking to the buyer. Which is why ebay's automated returns is MORONIC. I've had buyers shipped back their stuff before I noticed and was able to reply, when they could have kept it, by me solving their problem. Instead, the buyer now has nothing. But hey, ebay thinks this will make for more happy buyers! Yay streamline returns!

Hi @jpcustomsonline, if you are responsible for the return shipping cost or you offer free returns, automatic acceptance only occurs if you have not replied to the buyer within three business days. Check out our 2017 Fall Seller Update for more info!

@AnonymousI do not have free returns. I am talking about buyers remorse returns being automatically accepted. That, is the problem here. Half of my buyers remorse cases could be SOLVED, but you guys decided it would be better to just automatically accept them instead, and close off the in case communications to the parties completely. How can you guys honestly think this is a good idea in any way?

NOW, you're getting rid of restocking fees, which is the only way I'm able to survive, with my 9% of returns, due to buyers remorse. You guys make it so easy to return stuff, and so easy to buy stuff, that buyers just buy stuff willy nilly and don't even bother sending a message before wanting a return. A message, where HALF THE TIME, I could have resovled their problem, but you make returns so easy, that they don't even bother. But now, the only way for me to get my restocking fees back, due to almost all my stuff coming back open or damaged in some way, is to offer free returns. The free returns we weren't going to be forced into. I have screen shots of your reps telling us we won't have to do free returns, and only people with free returns won't be able to charge restocking fees. NOW? Now only people with free returns will be able to get the "restocking fee", tho you no longer call it that, and it's not a set number, and we have to decide if, and how much the damaged and open goods are now worth to us.

Instead of deciding these things in board rooms, you need to have SELLER focus groups. Because you'll almost always get real world responses to these insane policy changes, that affect sellers,t hat ebay thinks is actually helping us. They aren't.

Hi @jpcustomsonline, if you do not wish remorse returns to be automatically accepted, then you may want to consider no longer having a return policy. A return policy indicates to your buyer that they are able to return the item for any reason as long as they request this within the return policy timeframe. Alternatively, you can offer free returns and the return will not be accepted automatically.

As for a restocking fee, I do need to clarify that this is not going to be an option for any seller, even those who offer free returns. Starting June 1, 2018, a seller who offers free returns will be able to issue a partial refund if the item is returned damaged or missing parts (up to 50% deducted). This is not the same as a restocking fee and withholding funds as a restocking fee would be considered an inappropriate use of this feature.

I recommend you track the losses you experience related to returns and increase the price of your items to help you cover your overhead costs. Many sellers I've spoken with only have to add 10-15 cents to their prices to offset losses from returns.

Anonymous · ‎03-29-2018

@stuff4divas wrote:

@Anonymouswrote:

@stuff4divaswrote:

@mokie11559wrote:

Return started 3/23 automatically for does not fit. Waiting for a tracking # & for item return to refund buyer. Says buyer must provide tracking by 3/30. OK, nothing so far.

Away from pc today, come back to check & within minutes buyer changed to not as described & asked ebay to step in. Buyer refunded automatically! WTH? What happened to having a chance to respond?

Got US rep & asked how can a fit/remorse return started be changed to nad & refunded within minutes without item return? Told me give them 24-48 hours.

Within minutes got a courtesy refund from ebay. How is this allowed to happen in the 1st place?

Bots are doing a lot of these mistakes. I had a few returns go awry. When I called, the CS reversed everything to my favor as it was suppose to be. He told me "don't click on 'Ask Us to Step in and Help' or 'close case' buttons", but to call instead because of the bots.

Hi @stuff4divas, while there are some instances where our system will close cases, these are very limited. Typically this will only occur when tracking has been provided that confirms delivery in an item not received case (seller favor) or there has been no response to the case before we are asked to step in (buyer favor). The OPs case was closed incorretly by a Customer Service agent, has been resolved and appropriate coaching has been provided. In the rare instances where the incorrect decision is made (even when it was our system that made this decision), we are able to appeal the case and fix our error.

Thank U for responding Trinton. What do you suggest I do about this open return where item not returned and eBay did not close? Today is Mar 29.

We've asked the buyer to ship the item back by Mar 27. Wait until you get the item back before issuing a refund. You should wait until you get the item back before you refund the buyer. Please ensure that you issue the refund within 6 business days of the item being delivered. If the buyer doesn't send the item back by Mar 27 we may close this return.

Here's what the buyer said

Reason: Just didn't like it

Comments: Please send me return label

Hi @stuff4divas, if the buyer does not return the item within the timeframe provided (in your case, by the end of the day on March 27th) then you can ask eBay to step in and we can close the case in your favor. The option to do this should be available on the site within the return itself, and you can also contact Customer Service to discuss this in more detail if you would prefer

stuff4divas · ‎03-29-2018

@Anonymouswrote:
@stuff4divaswrote:
@Anonymouswrote:
@stuff4divaswrote:
@mokie11559wrote:
Return started 3/23 automatically for does not fit. Waiting for a tracking # & for item return to refund buyer. Says buyer must provide tracking by 3/30. OK, nothing so far.

Away from pc today, come back to check & within minutes buyer changed to not as described & asked ebay to step in. Buyer refunded automatically! WTH? What happened to having a chance to respond?

Got US rep & asked how can a fit/remorse return started be changed to nad & refunded within minutes without item return? Told me give them 24-48 hours.
Within minutes got a courtesy refund from ebay. How is this allowed to happen in the 1st place?
Bots are doing a lot of these mistakes. I had a few returns go awry. When I called, the CS reversed everything to my favor as it was suppose to be. He told me "don't click on 'Ask Us to Step in and Help' or 'close case' buttons", but to call instead because of the bots.
Hi @stuff4divas, while there are some instances where our system will close cases, these are very limited. Typically this will only occur when tracking has been provided that confirms delivery in an item not received case (seller favor) or there has been no response to the case before we are asked to step in (buyer favor). The OPs case was closed incorretly by a Customer Service agent, has been resolved and appropriate coaching has been provided. In the rare instances where the incorrect decision is made (even when it was our system that made this decision), we are able to appeal the case and fix our error.
Thank U for responding Trinton. What do you suggest I do about this open return where item not returned and eBay did not close? Today is Mar 29.

We've asked the buyer to ship the item back by Mar 27. Wait until you get the item back before issuing a refund. You should wait until you get the item back before you refund the buyer. Please ensure that you issue the refund within 6 business days of the item being delivered. If the buyer doesn't send the item back by Mar 27 we may close this return.

Here's what the buyer said
Reason: Just didn't like it
Comments: Please send me return label
Hi @stuff4divas, if the buyer does not return the item within the timeframe provided (in your case, by the end of the day on March 27th) then you can ask eBay to step in and we can close the case in your favor. The option to do this should be available on the site within the return itself, and you can also contact Customer Service to discuss this in more detail if you would prefer

Hi Trinton, I do not see the option to close on the return, see attached. Is that 'strange'? I gues I will have to call 😞

coffeebean832 · ‎03-29-2018

@jpcustomsonlinewrote:
I do not have free returns. I am talking about buyers remorse returns being automatically accepted. That, is the problem here. Half of my buyers remorse cases could be SOLVED, but you guys decided it would be better to just automatically accept them instead, and close off the in case communications to the parties completely.

I'm not saying I agree with automated returns for all sellers, but eBay isn't going to change that. If you find this to be a problem in your category try doing something different to combat the problem. Including a card in every purchase asking buyers to contact you if they have questions is one idea you can try.

jpcustomsonline · ‎03-29-2018

@Anonymouswrote:
@jpcustomsonlinewrote:
@Anonymouswrote:
@jpcustomsonlinewrote:
@mokie11559wrote:
Then what is the point of automated returns? I thought it was to streamline & not have to have the buyer send a message. Its automatically accepted, buyer gets a label with my address & sends back. Refund when item arrives. Then what the heck is the point of automating returns if you still have to communicate? isn't it a given when the buyer opens a return for fit/ doesn't like/ changed mind & gets a label that they return it? No, this buyer didn't use the label, I think she knew exactly what she was doing & was attempting to get for free (which of course she did)
While I agree, half of my returns can be solved by talking to the buyer. Which is why ebay's automated returns is MORONIC. I've had buyers shipped back their stuff before I noticed and was able to reply, when they could have kept it, by me solving their problem. Instead, the buyer now has nothing. But hey, ebay thinks this will make for more happy buyers! Yay streamline returns!
Hi @jpcustomsonline, if you are responsible for the return shipping cost or you offer free returns, automatic acceptance only occurs if you have not replied to the buyer within three business days. Check out our 2017 Fall Seller Update for more info!
@AnonymousI do not have free returns. I am talking about buyers remorse returns being automatically accepted. That, is the problem here. Half of my buyers remorse cases could be SOLVED, but you guys decided it would be better to just automatically accept them instead, and close off the in case communications to the parties completely. How can you guys honestly think this is a good idea in any way?

NOW, you're getting rid of restocking fees, which is the only way I'm able to survive, with my 9% of returns, due to buyers remorse. You guys make it so easy to return stuff, and so easy to buy stuff, that buyers just buy stuff willy nilly and don't even bother sending a message before wanting a return. A message, where HALF THE TIME, I could have resovled their problem, but you make returns so easy, that they don't even bother. But now, the only way for me to get my restocking fees back, due to almost all my stuff coming back open or damaged in some way, is to offer free returns. The free returns we weren't going to be forced into. I have screen shots of your reps telling us we won't have to do free returns, and only people with free returns won't be able to charge restocking fees. NOW? Now only people with free returns will be able to get the "restocking fee", tho you no longer call it that, and it's not a set number, and we have to decide if, and how much the damaged and open goods are now worth to us.

Instead of deciding these things in board rooms, you need to have SELLER focus groups. Because you'll almost always get real world responses to these insane policy changes, that affect sellers,t hat ebay thinks is actually helping us. They aren't.
Hi @jpcustomsonline, if you do not wish remorse returns to be automatically accepted, then you may want to consider no longer having a return policy. A return policy indicates to your buyer that they are able to return the item for any reason as long as they request this within the return policy timeframe. Alternatively, you can offer free returns and the return will not be accepted automatically.

As for a restocking fee, I do need to clarify that this is not going to be an option for any seller, even those who offer free returns. Starting June 1, 2018, a seller who offers free returns will be able to issue a partial refund if the item is returned damaged or missing parts (up to 50% deducted). This is not the same as a restocking fee and withholding funds as a restocking fee would be considered an inappropriate use of this feature.

I recommend you track the losses you experience related to returns and increase the price of your items to help you cover your overhead costs. Many sellers I've spoken with only have to add 10-15 cents to their prices to offset losses from returns.

You really didn't read my post what's so ever, did you? This is a really pointless conversation, if you're just going to skim comments, and come out with a reply. And your reply provided zero help. Returns worked just fine for the years that they were done exactly the same way, yet now magically, they have to be done automatically? Again, almost HALF of my returns could be fixed. You don't even allow in case communication anymore!!! I REFUSE to jump to your free returns drum. You guys are doing just about everything to force is to succumb to that.

10-15 cents to my prices, will not offset JACK DIDLY. I have no idea what it is you think overhead is, that would be covered by nickles and dimes. It would not even come close to covering my extra overhead. I have a 9% return rate! My buyers are ignorant of what they are purchasing, and you've made it easier for them to purchase, and easier for them to return.

Stop treating every single seller the same. You're going to watch ebay burn down in a glorious ball of fire, going down this route. Ebay keeps treating us like we are their chess pieces on their board, they will soon find out just how few pieces they will have left.