Mistaken or fraudulant SNAD cases. How has ebay not fixed this problem yet?

[jpcustomsonline]

With all the money they put into this company, how can they not have something in place for when buyers CLEARLY open up the wrong type of return? The amount of hours I've wasted talking to clueless reps,   I'm on hold right now waiting for a rep, after spending 70 minutes on the phone, with NOTHING to show for it!  ah, just want to pull my hair out. Don't know if this is looking for advice, or just wanting to rant. I'm just exhausted.

[jpcustomsonline]

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@richards*rock*collectionwrote:
this is the number one flaw at ebay now, lie and say not as described and get free shipping back to the seller, it needs to be fixed, it is driving sellers away. Sellers who sell low priced items and many of them do not feel this defect, so selling high dollar items on ebay is risky unless you reflect this in the price and shipping cost.

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Whatever ebay changed, it's pushed my ratio of remorse/snad way to high. I used to get 1 snad to every 10 remorse, and that 1 I'd prove wrong. Now I have 5 snad to every 10 remorse. HALF! And they are all actually remorse, and now ebay won't even help us, aside from getting the measily return shipping back.... after having to call in, and go through the whole case with someone and hope they appeal it in your favor. It's not even worth it! I'm taking this way too personally. It's disgusting what they are doing to us sellers. Every new policy is anti seller.

[jpcustomsonline]

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@timemachine777wrote:

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@missjen831wrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

With all the money they put into this company, how can they not have something in place for when buyers CLEARLY open up the wrong type of return? The amount of hours I've wasted talking to clueless reps,   I'm on hold right now waiting for a rep, after spending 70 minutes on the phone, with NOTHING to show for it!  ah, just want to pull my hair out. Don't know if this is looking for advice, or just wanting to rant. I'm just exhausted.

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Because eBay gets to keep your FVF's on a NAD claim. Why should they really put much effort into an investigation that will cost them fee reversals.

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They only keep the FVF if ebay is asked to step in and the seller loses. If the OP accepts the return, he gets his FVFs back.

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eBay kept my 14.00 and when I appealed it a few times I lost every case. eBay also refunded they buyer the same day they shipped the item back. 

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this jerk I have on the phone right now, isn't even willing to look into a case for me. Straight up stealing my FVF's on returned items. wow.

[timemachine777]

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@jpcustomsonlinewrote:

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@timemachine777wrote:

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@missjen831wrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

With all the money they put into this company, how can they not have something in place for when buyers CLEARLY open up the wrong type of return? The amount of hours I've wasted talking to clueless reps,   I'm on hold right now waiting for a rep, after spending 70 minutes on the phone, with NOTHING to show for it!  ah, just want to pull my hair out. Don't know if this is looking for advice, or just wanting to rant. I'm just exhausted.

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Because eBay gets to keep your FVF's on a NAD claim. Why should they really put much effort into an investigation that will cost them fee reversals.

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They only keep the FVF if ebay is asked to step in and the seller loses. If the OP accepts the return, he gets his FVFs back.

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eBay kept my 14.00 and when I appealed it a few times I lost every case. eBay also refunded they buyer the same day they shipped the item back. 

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Just looked into it, and realized that they stole my money multiple times as well.  And now they are blaming me refunding the people through paypal THE WAY THEY TOLD ME TO DO IT, as the reason. Because even tho they closed the case out because I showed proof of a refund, it wasn't actioned through ebay, so it's as if no refund was ever given.

How is this legal!??! this is straight up theft. I have two cases right now, that due to ebays inept IT department, isn't letting me process the refund, and again, they are telling me to go through paypal. If I knew I don't get my FVF if I take THEIR ADVICE, I would never have done it! What a scam.

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They should have never told you to pay via PP, because the process is now automatic, as you go through the return process in your notices.

[jpcustomsonline]

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@timemachine777wrote:

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@jpcustomsonlinewrote:

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@timemachine777wrote:

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@missjen831wrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

With all the money they put into this company, how can they not have something in place for when buyers CLEARLY open up the wrong type of return? The amount of hours I've wasted talking to clueless reps,   I'm on hold right now waiting for a rep, after spending 70 minutes on the phone, with NOTHING to show for it!  ah, just want to pull my hair out. Don't know if this is looking for advice, or just wanting to rant. I'm just exhausted.

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Because eBay gets to keep your FVF's on a NAD claim. Why should they really put much effort into an investigation that will cost them fee reversals.

---

They only keep the FVF if ebay is asked to step in and the seller loses. If the OP accepts the return, he gets his FVFs back.

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eBay kept my 14.00 and when I appealed it a few times I lost every case. eBay also refunded they buyer the same day they shipped the item back. 

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Just looked into it, and realized that they stole my money multiple times as well.  And now they are blaming me refunding the people through paypal THE WAY THEY TOLD ME TO DO IT, as the reason. Because even tho they closed the case out because I showed proof of a refund, it wasn't actioned through ebay, so it's as if no refund was ever given.

How is this legal!??! this is straight up theft. I have two cases right now, that due to ebays inept IT department, isn't letting me process the refund, and again, they are telling me to go through paypal. If I knew I don't get my FVF if I take THEIR ADVICE, I would never have done it! What a scam.

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They should have never told you to pay via PP, because the process is now automatic, as you go through the return process in your notices.

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These were for buyers remorse cases opened as snad cases, and were partial refunds because of that, while automatic process is full, including shipping.

[timemachine777]

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@richards*rock*collectionwrote:
I do also recommend global shipping program even to Canada, as an added measure I put this in the return detail box " Returns are accepted only if the buyer pays for the return shipping, buyer enters a contract upon purchase to abide by this rule, no exceptions. Of course a snad will override this, but it makes me feel better, I feel for the O.P> I have not had anything bad like this happen to me, but lets face it, I sell Rocks.

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Are you insinuating that your buyers rock, and the rest don't?

[timemachine777]

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@jpcustomsonlinewrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

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@timemachine777wrote:

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@missjen831wrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

With all the money they put into this company, how can they not have something in place for when buyers CLEARLY open up the wrong type of return? The amount of hours I've wasted talking to clueless reps,   I'm on hold right now waiting for a rep, after spending 70 minutes on the phone, with NOTHING to show for it!  ah, just want to pull my hair out. Don't know if this is looking for advice, or just wanting to rant. I'm just exhausted.

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Because eBay gets to keep your FVF's on a NAD claim. Why should they really put much effort into an investigation that will cost them fee reversals.

---

They only keep the FVF if ebay is asked to step in and the seller loses. If the OP accepts the return, he gets his FVFs back.

---

eBay kept my 14.00 and when I appealed it a few times I lost every case. eBay also refunded they buyer the same day they shipped the item back. 

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Just looked into it, and realized that they stole my money multiple times as well.  And now they are blaming me refunding the people through paypal THE WAY THEY TOLD ME TO DO IT, as the reason. Because even tho they closed the case out because I showed proof of a refund, it wasn't actioned through ebay, so it's as if no refund was ever given.

How is this legal!??! this is straight up theft. I have two cases right now, that due to ebays inept IT department, isn't letting me process the refund, and again, they are telling me to go through paypal. If I knew I don't get my FVF if I take THEIR ADVICE, I would never have done it! What a scam.

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They should have never told you to pay via PP, because the process is now automatic, as you go through the return process in your notices.

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These were for buyers remorse cases opened as snad cases, and were partial refunds because of that, while automatic process is full, including shipping.

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If I were you, I would just call back with a fresh call after a brief break, and then call the appeals dept, and ask for a supervisor, and take it from there by explaining what reps told you to do regarding PP refunds and how you are now getting double dipped.

[jpcustomsonline]

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@timemachine777wrote:

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@jpcustomsonlinewrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

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@timemachine777wrote:

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@missjen831wrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

With all the money they put into this company, how can they not have something in place for when buyers CLEARLY open up the wrong type of return? The amount of hours I've wasted talking to clueless reps,   I'm on hold right now waiting for a rep, after spending 70 minutes on the phone, with NOTHING to show for it!  ah, just want to pull my hair out. Don't know if this is looking for advice, or just wanting to rant. I'm just exhausted.

---

Because eBay gets to keep your FVF's on a NAD claim. Why should they really put much effort into an investigation that will cost them fee reversals.

---

They only keep the FVF if ebay is asked to step in and the seller loses. If the OP accepts the return, he gets his FVFs back.

---

eBay kept my 14.00 and when I appealed it a few times I lost every case. eBay also refunded they buyer the same day they shipped the item back. 

---

Just looked into it, and realized that they stole my money multiple times as well.  And now they are blaming me refunding the people through paypal THE WAY THEY TOLD ME TO DO IT, as the reason. Because even tho they closed the case out because I showed proof of a refund, it wasn't actioned through ebay, so it's as if no refund was ever given.

How is this legal!??! this is straight up theft. I have two cases right now, that due to ebays inept IT department, isn't letting me process the refund, and again, they are telling me to go through paypal. If I knew I don't get my FVF if I take THEIR ADVICE, I would never have done it! What a scam.

---

They should have never told you to pay via PP, because the process is now automatic, as you go through the return process in your notices.

---

These were for buyers remorse cases opened as snad cases, and were partial refunds because of that, while automatic process is full, including shipping.

---

If I were you, I would just call back with a fresh call after a brief break, and then call the appeals dept, and ask for a supervisor, and take it from there by explaining what reps told you to do regarding PP refunds and how you are now getting double dipped.

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I've spent 150 minutes on the phone with ebay tonight lol destroyed my Friday night... Don't know if I can take another phone call ( I'm still on the phone with them.....).

[timemachine777]

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@jpcustomsonlinewrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

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@timemachine777wrote:

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@missjen831wrote:

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@timemachine777wrote:

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@jpcustomsonlinewrote:

With all the money they put into this company, how can they not have something in place for when buyers CLEARLY open up the wrong type of return? The amount of hours I've wasted talking to clueless reps,   I'm on hold right now waiting for a rep, after spending 70 minutes on the phone, with NOTHING to show for it!  ah, just want to pull my hair out. Don't know if this is looking for advice, or just wanting to rant. I'm just exhausted.

---

Because eBay gets to keep your FVF's on a NAD claim. Why should they really put much effort into an investigation that will cost them fee reversals.

---

They only keep the FVF if ebay is asked to step in and the seller loses. If the OP accepts the return, he gets his FVFs back.

---

eBay kept my 14.00 and when I appealed it a few times I lost every case. eBay also refunded they buyer the same day they shipped the item back. 

---

Just looked into it, and realized that they stole my money multiple times as well.  And now they are blaming me refunding the people through paypal THE WAY THEY TOLD ME TO DO IT, as the reason. Because even tho they closed the case out because I showed proof of a refund, it wasn't actioned through ebay, so it's as if no refund was ever given.

How is this legal!??! this is straight up theft. I have two cases right now, that due to ebays inept IT department, isn't letting me process the refund, and again, they are telling me to go through paypal. If I knew I don't get my FVF if I take THEIR ADVICE, I would never have done it! What a scam.

---

They should have never told you to pay via PP, because the process is now automatic, as you go through the return process in your notices.

---

These were for buyers remorse cases opened as snad cases, and were partial refunds because of that, while automatic process is full, including shipping.

---

If I were you, I would just call back with a fresh call after a brief break, and then call the appeals dept, and ask for a supervisor, and take it from there by explaining what reps told you to do regarding PP refunds and how you are now getting double dipped.

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I've spent 150 minutes on the phone with ebay tonight lol destroyed my Friday night... Don't know if I can take another phone call ( I'm still on the phone with them.....).

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You can always call tomorrow or chalk it up to lesson learned. 

[banana*shoe*boutique]

Are you on with someone from the states or out of the states?

[couldabeenworse]

These were for buyers remorse cases opened as snad cases, and were partial refunds because of that, while automatic process is full, including shipping.

So, since CS could no longer convert SNAD claims to "buyer's remorse" returns, they bypassed that and closed the SNAD claims because you partially refunded the buyers?  And now you need another workaround because those partial refunds don't qualify for eBay fee refunds?

I don't know what the answer is for bad SNAD claims, but this isn't it.

[castlemagicmemories]

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@missjen831wrote:

Trinton said, very recently, that there is now something in place, some sort of seller protection where ebay will close the request in the sellers favror if they see that its clearly buyers remorse. Supposedly you can just use the "ask ebay to step in" link. I cannot in good faith recommend you do that though because it may not end the way it supposed to end, you could lose and get an unresolved by seller strike.

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My thoghts exactly.  

[castlemagicmemories]

Save the hair at all costs, OP!!!

[castlemagicmemories]

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@richards*rock*collectionwrote:
I do also recommend global shipping program even to Canada, as an added measure I put this in the return detail box " Returns are accepted only if the buyer pays for the return shipping, buyer enters a contract upon purchase to abide by this rule, no exceptions. Of course a snad will override this, but it makes me feel better, I feel for the O.P> I have not had anything bad like this happen to me, but lets face it, I sell Rocks.

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Really?  So the old Board saying, you could get back a rock, is really true for you.

[missjen831]

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@couldabeenworsewrote:

If I am reading Trinton's comments correctly, they only apply if the seller has a No Returns policy.  OP apparently accepts returns.

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My thought was that the section that applies would be where the seller agrees to a return & customer service then makes the buyer responsible for return shipping.  But it appears OP has added more details and he’s wanting a FVF credit when he issues a partial refund? 

[couldabeenworse]

My thought was that the section that applies would be where the seller agrees to a return & customer service then makes the buyer responsible for return shipping.  But it appears OP has added more details and he’s wanting a FVF credit when he issues a partial refund? 

This is what it looks like to me:

Seller accepts returns but with a restocking fee - possibly even less popular today than even a No Returns policy.  Since his items can be pricey but ship cheap, I'm sure some buyers who would otherwise just return either exagerrate or just make up some sort of flaw in order to avoid the fee.

In the past, the seller had a rep that was willing to convert those SNAD claims into returns, so the seller got his restocking fee, buyer paid return shipping and seller didn't get any performance dings for having eBay decide the case.  In a rare move, eBay recently not only banned those conversions, but apparently blocked its agents from doing so.  So, the seller and/or the rep invented this workaround, where the seller would refund minus the restocking fee (and maybe more?) through paypal, and the rep would accept that as the refund required to close the case.

The seller's current complaints are 1. that it takes too much phone time to evade the rules everybody else  is stuck with, and 2. that the partial refund doesn't get his eBay fees refunded.