eBay

towandboat · ‎05-13-2021

All Shipping labels bought at eBay.

All 3 cases shown package in possession by the carrier within 24 hours.

2 out of the 3 "defects", buyer opened cases a few days after buying, all cases have "delivered" status. All 3 cases eBay went ahead credit the buyer despite copying the tracking numbers (label bought from eBay).

Now losing the top rated status because of the 0.3% defect limit.

So for honest and hard working sellers the comply strictly to the rules, ship way ahead of required time even though item is extremely heavy, and get in line to make sure there is scan acceptance, now lost the product, lost the money, and now lost the top rated seller discount.

If I raised the price to make up for the loss discount, I will be selling the same thing in different marketplaces with eBay at the highest price which will immediately shut down the sales through eBay.

I tried to appeal the defect, the links went into a loop, the tool keep telling me to appeal via "Returns and Refunds", but under Return and Refunds it doesn't want to show any listings.

May be ten years ago, someone will suggest me to try to list more and sell more to diminish any defect, but the newer eBay policies forces me to sell few items in eBay, there is no freight support, and heavier items simply not sellable in eBay. I have reps in other marketplaces, there is no reps here in eBay, just a bunch of first tier boiler plate support reciting the obvious.

Sorry for the rant, but may be this is the old web 1.0 site and I should invest time on web 2.0 or social media sales.

rosszonebricks · ‎05-13-2021

it feels like some details are missing here. If they were just simple INR cases (Item Not Received) and you uploaded tracking that indicated Delivered status, you would not have 'lost the case' and been given a defect.

What kind of cases were these? SNAD? (Significantly Not as Described)? other?

towandboat · ‎05-13-2021

Two of the three cases are Item not received. Both shown delivered but arrived late due to pandemic. But the eBay trackings shown all package within carrier possession within 24 hours of purchase. One of them even the same day.

The third case the buyer just use eBay as free tool rental, used it for 6 weeks and return a used item. I uploaded the photos of poor packaging and products eBay still sided with buyers.

popblox · ‎05-13-2021

@towandboat wrote:
Two of the three cases are Item not received. Both shown delivered but arrived late due to pandemic. But the eBay trackings shown all package within carrier possession within 24 hours of purchase. One of them even the same day.

Contact eBay for Business on Facebook via Messenger and ask them to review the INR cases because the items were "shipped on time, but delayed due to USPS issues outside of my control and have since been delivered to the buyer". Then ask if the cases can be reversed and the defects removed.

This is assuming you uploaded valid tracking within 3 days of the cases being opened.

towandboat · ‎05-13-2021

This is assuming you uploaded valid tracking within 3 days of the cases being opened.

I bought all shipping labels at eBay.

I responded with tracking within minutes after each case being opened. By all means eBay should not even require seller to cut and paste tracking bought at eBay but I still do that.

eBay site is very buggy, if click "Help &Contact"-> "Selling"->"Contact Us"->"Selling"->"Appeal a defect"->Click the link "Appeal a defect", under "Request to remove a defect", locate the item, it says this defect you need to appeal through "Return and Refunds", but when clicking "Return and Refunds", there is nothing listing, even search through last 120 days, nothing.

Update: Finally had to use a different reason so eBay will have some human to call me, I explained two cases shown "Delivered" while eBay sided with buyers as INR. I told the CS getting my money or product back is one thing, I want to see if I can appeal the defect and he said he will forward to the appeal department which they do not have a number to call and they will contact me within 72 hours.

But just in case I am ready to raise my price accordingly before next evaluation cycle, which will result in funneling the business to social media and the biggest site of you know what. It is eBay's business if they want to keep it.

chapabargain · ‎05-13-2021

Chat with eBay?

towandboat · ‎05-13-2021

@chapabargain wrote:
Chat with eBay?

If you meant the on line chat, eBay only offer a very dumb bot that responds with boiler plate FAQ.

If you meant calling, I mentioned earlier I had to fake another reason to set up a call because appeal has no call option. I also emailed them the same thing. The first tier CS can't do anything, told me appeal team has no number to call (yeah right!), they will call me within 24 hours.

In email I sent them case IDs and item IDs, and screenshots showing all two cases tracking shown as "Delivered". Of course both cases were closed BEFORE the delivery but those case "gods" should be able to see item is still in transit.

I appreciate all forms of workarounds and suggestions this forum provides. I have three other marketplaces that have much better appeal or claim process. They all have well designed on line form covering all kinds of scenario. All three assigned dedicated rep for me even though I am not reaching million dollar sales status. Someone will call me with 24 hours following up on claims. Similar to eBay, claims or appeals only happen to less than 0.5% of all my shipments. eBay's appeal process is technologically most updated and buggy, it shows eBay didn't put much effort in thinking the process or even attempt to automate it. A lot of processes within eBay are still manual and policies are patchy and conflicting.

Like my cases, eBay shouldn't even allow customers to open Item not received (INR) case if sellers bought shipping label from eBay, and eBay can see tracking with movement within 24 hours and tracking status is "in transit". I won't challenge if the defect is about late arrival (well they shouldn't during the pandemic). Not to mention eBay credit and sided to customers both items I already lost both the products and the money and now ding the seller as "below standard". 3 questionable dings out of 849 transactions and you are below-standard-sub-human-being.

popblox · ‎05-13-2021

It really seems like the "official" process to appeal a defect should be the way to go, but I can assure you it isn't. It is, hands down, the most frustrating & maddening experience I've encountered on eBay (so far) and will most likely lead you down a rabbit hole of frustration with an end result of absolutely nothing.

Save yourself from this cycle of incompetence and send a message to eBay for business on Facebook. They're entirely competent and almost always reply quickly.

gibsonbk · ‎05-14-2021

I just posted a new discussion on this. Send ebay an email with the resolution number, say the packages were delivered and ask them to reverse the decision. In my case they responded in the next day and the money was restored and the defects removed.

jonathankirkland · ‎05-14-2021

@towandboat wrote:
The third case the buyer just use eBay as free tool rental, used it for 6 weeks and return a used item. I uploaded the photos of poor packaging and products eBay still sided with buyers.

Unfortunately, this here is your biggest mistake.

You really CANNOT ever fight a significantly not as described case. Ebay does not care about your proof. In their mind, there simply IS no way to prove what the seller sent to the buyer to begin with, therefore they auto-side with the buyer. Also, the buyer is not required to provide any proof either.

Next time approve the return and provide a label or refund and let the buyer keep the item if it's not worth the return shipping.

And yes of course it's unfair for a buyer to do such a thing, but again, there's not much that can be done about it. Sadly as sellers we just have to accept that a certain (hopefully very small percentage) of buyers will be dishonest, entitled, jerks. You could perhaps build these types of situations into your business model by adding X cost to each item you sell.

Best of luck getting back to TR!

towandboat · ‎05-23-2021

Wow! Where did this "a significantly not as described case" came from? Buyer return with the reason "don't need it anymore".

And all my listings return is automatically approved as required only in eBay and not any other sites.

Most importantly, I am referring to the defect, not reversing those cases.

sakic92710 · ‎05-23-2021

It's a money grab. Happened to me, too. Also paying about 16.33% FVF on anything sold to the US. Getting emails about MP. They think I'm jumping in on the 3rd money grab??! LOL Counting my days. 🙂 Good luck.

hunkadinka · ‎05-23-2021

Do not fret. It really doesn't matter what qualifications ebay honors you with as it is with the stupid feedback system. All you are required to do is make clear, concise listings with honest information, clear detailed photos and reasonable prices. As a buyer I don't check feedback, seller status or anything of the sort. If I want the item and I have questions I ask the seller and save the repl(ies)y for reference if I run into a problem with the seller. Never mind the ebay efflluvia.