eBay

jpcustomsonline · ‎03-23-2018

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.

couldabeenworse · ‎03-24-2018

Just to be clear, I understand the OP wishing to avoid "mistaken and fraudulent SNAD cases", but this technique just creates more problems.

jpcustomsonline · ‎03-24-2018

@missjen831wrote:
@couldabeenworsewrote:
If I am reading Trinton's comments correctly, they only apply if the seller has a No Returns policy. OP apparently accepts returns.
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?

The FVF credit has nothing to do with the initial problem I came on here for. That was a response to someone else in the thread, that informed me of the possibility of not getting your FVF back. which would be absurd, just because I charge a restocking fee.

But again, the main issue here is SNAD cases opened, where the information provided in the messeges show that it is in fact a remorse case. Even Iiteral photographic evidence showing the buyer was wrong, or the buyer straight up saying " I bought the wrong part" and opening a case as " doesn't work, defective". Sure, as far as they are concerned, it doesn't in fact work, for their application. . And now, ebay appears to not care what so ever, if a buyer opens up a SNAD case when they clearly meant to open a remorse case.

Returns cost me money. I have free shipping. The part is now off the market for weeks, despite me already paying ebay fees for it, AND having a hold on the money put on, which means I can't buy other inventory. The parts ALWAYS come back damaged in some way. Buyers don't care about something that isn't theirs. They throw multiple metal parts into a baggie, together. So every time I get anything back, it's scratched or dinged. restocking fee should not be an issue, period.

couldabeenworse · ‎03-24-2018

the buyer straight up saying " I bought the wrong part" and opening a case as " doesn't work, defective".

I'll bet that such admissions are what eBay refers to as their new "detection" scheme to divert bogus SNAD claims into return requests. Photos, as always, don't amount to a hill of beans.

jpcustomsonline · ‎03-24-2018

@couldabeenworsewrote:
the buyer straight up saying " I bought the wrong part" and opening a case as " doesn't work, defective".

I'll bet that such admissions are what eBay refers to as their new "detection" scheme to divert bogus SNAD claims into return requests. Photos, as always, don't amount to a hill of beans.

And yet, in multiple examples, I've had ebay tell me that they can no longer do ANYTHING, even if the buyer literally says " I'm scamming you". If you accept returns, you accept returns, and if a buyer opens up a false snad, then you're on the hook anyways.

And I really don't understand where you're getting your whole " pictures don't amount to anything". That's **bleep**. Pictures show exactly what the buyer received. If they are claiming they received something else, despite THEIR OWN PHOTOS showing they didn't, then how is that different than them admiting to something using words? A picture is worth 1000 words, remember?

luckythewinner · ‎03-24-2018

How has ebay not fixed this problem yet?

There are 1.1 billion listings on eBay.

Clearly sellers are still willing to list here.

You still do.

Q: What incentive does eBay have to do anything about it?

A: None.

gramophone-georg · ‎03-24-2018

@missjen831wrote:
@jpcustomsonlinewrote:
@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.
I just spoke to someone in charge. They told me, that in the past 2 weeks, they have a new policy, where they will not change FOR ANY REASON, a buyers remorse case opened as a SNAD. Period. That they are getting rid of any ability for an ebay rep to do ANYTHING about it. They are willing to let you appeal it and get the RETURN shipping costs back, if you call in and ask them ( maybe), but that's it.
Thats a direct contradiction to what Trinton told us! I know they can't officially change the return reason but they can make the buyer pay for return shipping.

Here's some of what trinton said on this thread https://community.ebay.com/t5/Selling/Buyer-Requests-Return-Did-Not-Read-Description-eBay-Agrees-But...

"As long as the seller has responded to their buyer in some way within the return, we will review and take appropriate steps to resolve the dispute. If the buyer's request is for a reason we consider remorse, the seller has not invited the return and there is no return policy then we will close the case in the seller's favor. This would not record a case closed without seller resolution strike, as the seller has won the case.

"If there is not a return policy, but the seller is willing to take the return at the buyer's expense, then they would also be expected to make this clear and we would authorize the return at the buyer's expense once we are asked to step in. There would not be any case closed without seller resolution strike recorded under these circumstances. There would not be any case closed without seller resolution strike recorded under this scenario."

Here's another thread that may help too https://community.ebay.com/t5/Selling/Situation-similar-to-Livadia-how-will-this-play-out/m-p/281202...

Is this really a surprise? It's not the first time, nor will it be the last, either. I'm not blaming Trinton here... I blame eBay. "Sir, I agree that this is what the policy says. Unfortunately, Sir, this is not what the policy means."

That was a response I got from a CSR as a BUYER trying to navigate the brand new overcomplicated return process... six years ago! When I asked him "what does the policy mean, then?" his heavily accented response was "Sir... not that". Click.

Nothing has changed. EBay is still a constellation of "teams" working on different issues and parts of issues, with no communication between them and seemingly nobody in charge. We have a "policy" here that reads like the IRS tax code, yet they still need a secret protocol to decide things on a "case by case basis".

Nobody knows what anybody else is doing, and there's nobody in charge!

Chaos is NOT an "industry standard".

lavenderkitty · ‎03-24-2018

The issue is Ebay wants to be like that other huge monster of a site and have now changed their policy to screw over sellers to try and kiss up to buyers. Ebay can never be like "A" . Totally different customer base and selling/buying style.

That other site actually takes care of its sellers when buyers LIE on returns. You open a Safe-T claim and Amazon reimburses you - they take responsibility for their shady customers.

On Ebay, I had a customer purchase the wrong part and open the claim as SNAD. So of course it is my fault they didn't correctly check fitment. I called in and was told " Nope " doesn’t matter anymore , we can not change the reason. So basically, Ebay just gave scammers a free ride to lie for free returns. This is going to cost sellers BIG ! Most of my items are light weight, but there are other sellers who will be hurt BIG by this new **bleep** Ebay attitude.

If the same SNAD had happened on that other site that Ebay so desperately wants to be like - I would have refunded the buyer according to “A” policy and then file my Safe-T claim. I would have been reimbursed for the shipping and for any damage done by the customer. So it would not of cost me any money or aggravation.

Oh and here is part of the laughable response I got from an ebay CS rep :

"I reviewed the transaction and I have determined that the buyer opened a return request because the item xxxxxxxxx. We trust that you posted the item as described and in good condition yet we hope you understand that we are incapable of seeing the actual condition of the item when it was delivered to the buyer. For this reason, we have concluded that the best course of action is for the buyer to send the item back. We believe this is the fairest option--the customer will receive a refund and you will be able to relist the item after you receive it.

As the item doesn’t match the listing description, you’ll need to pay for the return shipping, and once you get the item back, refund the buyer the full cost of the item plus original shipping. This will create a retail-like returns experience that will ultimately drive more sales for you as a seller. "

What a joke. I used to think the other site was worse , but now it is Ebay.

ittybitnot · ‎03-24-2018

Just posting to the thread.

eBay's business model has been, and still is, to pass all problems to the seller. Problems, being of course, monetary. They can, and still do, control your funds via PayPal and soon via the new payment system they have in mind. If you can play the new ebay roulette and sell and hope for the best under the circumstances in place now, good for you. My monetary threshold is kind of low now, though years ago I did enjoy selling things here for thousands of dollars at a time.

My biggest sale was for an antique sterling art nouveau era bowl. selling price was $8500.01 or some such. I got a Cashiers Check..done deal. prior to the "accepted payment" drama. Buyer was happy, so was I. Would I do this NOW? No way.

There is nothing to prevent the buyer from saying I sent them an aluminum pan, and send me back a piece of cardboard once ebay decides in their favor. You would be foolish to do so unless you can hedge your bets.

couldabeenworse · ‎03-25-2018

@jpcustomsonline

And yet, in multiple examples, I've had ebay tell me that they can no longer do ANYTHING, even if the buyer literally says " I'm scamming you". If you accept returns, you accept returns, and if a buyer opens up a false snad, then you're on the hook anyways.

That change is supposedly in the works; we'll have to see how it pans out.

And speaking of "in the works" - have you seen the Spring Update? Restocking Fees will no longer be offered, but you might be a perfect candidate for the benefits of the new Free Returns policy that allows you to partially refund if a returned item is damaged or used.

timemachine777 · ‎03-25-2018

@lavenderkittywrote:
The issue is Ebay wants to be like that other huge monster of a site and have now changed their policy to screw over sellers to try and kiss up to buyers. Ebay can never be like "A" . Totally different customer base and selling/buying style.

That other site actually takes care of its sellers when buyers LIE on returns. You open a Safe-T claim and Amazon reimburses you - they take responsibility for their shady customers.

On Ebay, I had a customer purchase the wrong part and open the claim as SNAD. So of course it is my fault they didn't correctly check fitment. I called in and was told " Nope " doesn’t matter anymore , we can not change the reason. So basically, Ebay just gave scammers a free ride to lie for free returns. This is going to cost sellers BIG ! Most of my items are light weight, but there are other sellers who will be hurt BIG by this new **bleep** Ebay attitude.

If the same SNAD had happened on that other site that Ebay so desperately wants to be like - I would have refunded the buyer according to “A” policy and then file my Safe-T claim. I would have been reimbursed for the shipping and for any damage done by the customer. So it would not of cost me any money or aggravation.

Oh and here is part of the laughable response I got from an ebay CS rep :
"I reviewed the transaction and I have determined that the buyer opened a return request because the item xxxxxxxxx. We trust that you posted the item as described and in good condition yet we hope you understand that we are incapable of seeing the actual condition of the item when it was delivered to the buyer. For this reason, we have concluded that the best course of action is for the buyer to send the item back. We believe this is the fairest option--the customer will receive a refund and you will be able to relist the item after you receive it.

As the item doesn’t match the listing description, you’ll need to pay for the return shipping, and once you get the item back, refund the buyer the full cost of the item plus original shipping. This will create a retail-like returns experience that will ultimately drive more sales for you as a seller. "

What a joke. I used to think the other site was worse , but now it is Ebay.

If it's worth the hassle, fight the decision. Stress that the item was received in the described condition and size. Also stress what about buyer NAD abuse and seller protection.

jpcustomsonline · ‎03-26-2018

@couldabeenworsewrote:
@jpcustomsonline

And yet, in multiple examples, I've had ebay tell me that they can no longer do ANYTHING, even if the buyer literally says " I'm scamming you". If you accept returns, you accept returns, and if a buyer opens up a false snad, then you're on the hook anyways.

That change is supposedly in the works; we'll have to see how it pans out.

And speaking of "in the works" - have you seen the Spring Update? Restocking Fees will no longer be offered, but you might be a perfect candidate for the benefits of the new Free Returns policy that allows you to partially refund if a returned item is damaged or used.

Don't think I'm in that special category that qualifies for that nonense 😕

almost all my returns come back in some way damaged or used. People don't care about yoru stuff when it's not their stuff. They throw little metal parts into a baggie with each other. So when I get them back, they are all scratched. WHich is why I have restocking fees on all my stuff. Because people will damage my stuff 95% of the time. Sometimes, they ship it back without opening. Those are nice.

couldabeenworse · ‎03-26-2018

@jpcustomsonline

Don't think I'm in that special category that qualifies for that nonense 😕

almost all my returns come back in some way damaged or used. People don't care about yoru stuff when it's not their stuff. They throw little metal parts into a baggie with each other. So when I get them back, they are all scratched. WHich is why I have restocking fees on all my stuff. Because people will damage my stuff 95% of the time. Sometimes, they ship it back without opening. Those are nice.

Just wanted to make sure you saw that as of May (I think?), you won't be able to charge restocking fees on eBay, so you'll want to plan accordingly.

jpcustomsonline · ‎03-27-2018

@couldabeenworsewrote:
@jpcustomsonline

Don't think I'm in that special category that qualifies for that nonense 😕

almost all my returns come back in some way damaged or used. People don't care about yoru stuff when it's not their stuff. They throw little metal parts into a baggie with each other. So when I get them back, they are all scratched. WHich is why I have restocking fees on all my stuff. Because people will damage my stuff 95% of the time. Sometimes, they ship it back without opening. Those are nice.

Just wanted to make sure you saw that as of May (I think?), you won't be able to charge restocking fees on eBay, so you'll want to plan accordingly.

See. Ebay always comes out with things, that they claim will not be required. And then they make it so that if you don't succumb to their ^@#@#$ery, then you're going to have a very bad time. " it's totally voluntary! We swear! You just can't sell on here anymore....". Bunch of ^*@#%$@!!!!

jpcustomsonline · ‎03-28-2018

@couldabeenworsewrote:
@jpcustomsonline

Don't think I'm in that special category that qualifies for that nonense 😕

almost all my returns come back in some way damaged or used. People don't care about yoru stuff when it's not their stuff. They throw little metal parts into a baggie with each other. So when I get them back, they are all scratched. WHich is why I have restocking fees on all my stuff. Because people will damage my stuff 95% of the time. Sometimes, they ship it back without opening. Those are nice.

Just wanted to make sure you saw that as of May (I think?), you won't be able to charge restocking fees on eBay, so you'll want to plan accordingly.

So ebay just told me that to get the up to 50% partial refund on things that come back opened or damaged, you have to be top rated plus!!!! This is an absolute end to my business model. Even if I do free returns, I'm never getting to top rated plus.