Misuse of Returns

[badsindustrialsales]

A buyer bought an item from me and instantly demanded a shipping refund! The buyer paid for the item via Ebay Autopay. I had nothing to do with the invoice or collecting the payment . I refused to give them a shipping refund or discount because the item was paid for and being shipped.  The buyer filed an return case (Item Not As Described)  But admitted that there was nothing wrong with the product. In his resolution He demanded I refund what he claimed was a over charge for shipping. I instantly contacted eby I was told it was too early to to escalate the claim and The buyer was defiantly violating the return policy because he admitted that there was noting wrong with the product I was instructed to contact the buyer and try to work it out  and I to call back in 4 days I contacted the buyer and let them know that they were misusing the return policy and ask them to call ebay because I had nothing to do with the charges they received 

I called back in 4 days  and was told I could not escalate the case because I had to wait another 2 days and call back then I told the Customer service that I was to respond to the case before that date and they told me to call back.

 Days later Ebay froze my account Approved the return and Sent the buyer a return label. I called Ebay and ask What was going on After Customer service reviewed the notes They told me just wait for the retune and then call back to appeal the case the item retuned. ebay took the refund from my account I called  customer service and they said that not to worry they were waiting for my call or email to appeal the case. They said I would hear from ebay in 24 to 48 hours. In that time I received a Negative feed back from the buyer stating that he sent the item back because I over charged them for shipping 

I received form letter from ebay asking for me to sign an affidavit I cant send it back because nothing on it applies to the return. So I tried to contact ebay got the runaround on their automated help it refused to connect me with ebay because the case was closed Final and could not be appealed. Finally after 

 minutes I was able to get around the system. The agent told me that my case was still under appeal and they were waiting on an affidavit that did not apply

So heart I am Been lied to by customer service blocked from calling about this case and a negative feed back all because A buyer wanted renegotiate the deal after the sale. WHAT DID I DO WRONG? I did not violate the policy but I am mde to pay for it with a negative feedback and a lost sale

[itsjustasprain]

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@badsindustrialsales wrote:

Did you not read? Ebay automatically took money from their account I didnot have anything to do with what they were charge for shipping

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Okay - when I look at your listing I see the default charge to be $14.06 by UPS Ground (to me in Chicago). There is also a cheaper $11.39 charge for FedEx Ground but that is not the first method listed so the buyer would have to actively select that one if they want to receive their purchase that way.

Is it possible that the buyer paid for UPS Ground but you shipped by FedEx instead? The Shipping form should indicate which method was Buyer Selected.

[robbie31415]

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@badsindustrialsales wrote:

That you are wrong! I do this at home as a side thing I work as a ebay lister for a company that has over 35,000  listings on ebay and sells over $250,000 in sales a month on ebay They always was use the lowest cost no matter what the charges  Unless it was agreed to next day or special delivery. They do freight as well and alwas charge the quote  not matter  the charge 

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Everything @janet9988 said was correct.

If you advertise a specific service you must send it by that service or faster service but same carrier. You can't advertise UPS and then send USPS.

You can use generic service however you can't send a service that doesn't meet the classification. IE advertise standard service and then send it via an economy service.

People abuse this all the time because I'd suspect it goes undetected for the most part. But not using the advertised service is a violation of eBay policy.

[badsindustrialsales]

You are wrong It dose not matter what service the buyer Picks The seller can ship how ever they want as long as the item arrives in a timely manner and as described. I know several business selling that ship the lowest price. 

I have yet to loose a case That the buyer filed due to not shipping the method they selected 

[badsindustrialsales]

Up Date Customer service came thru Removed the negative feed back and suspended the the buyer. 

[badsindustrialsales]

I did not loose the case I Prevailed and my suspicion is that the buyer was suspended  

[badsindustrialsales]

Ebay has a new service call instant pay it is really screwed up I was told thats why my case went as far as it did 

This new programs automatically pays as soon as an offer is accepted 

[itsjustasprain]

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@badsindustrialsales wrote:

You are wrong It dose not matter what service the buyer Picks The seller can ship how ever they want as long as the item arrives in a timely manner and as described. 

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Nonsense. Of course it matters. Did the buyer pay you $14.06 for USPS Ground Advantage and you shipped it by FedEx for $11.39 instead? Is that why your buyer was upset?

[ittybitnot]

This new programs automatically pays as soon as an offer is accepted 

@badsindustrialsales 

That would be correct.  In addition, if a buyer wants to make offers on more than one of your items,  there will be no more combined shipping.  Each will be a separate transaction, billed immediately to the buyer as soon as you accept.  This also sharply limits the payment sources a buyer is allowed to use.  

Since your listings seem to use the best offer feature, you may wish to reconsider using the buyer requirement blocks eBay placed on your account with the default set to yes to avoid misunderstandings in the future.  You can check yours here:

https://www.ebay.com/bmgt/buyerrequirements

Buyer Payment Requirements

*Require buyers to provide a payment method before they place a bid.

*Require buyers to provide a payment method before they make an offer.

Next time you don't pony up and accept a "not as described case" even if it is bogus,  eBay may just refund the buyer from your proceeds and let them keep the product for free.  You got lucky this time 

Note also that this "auto pay" business is pitched to buyers as something to improve their buyer experience with some "new smoother checkout" designed for their benefit.  They are often surprised to find their "cart" empty when they have made multiple offers to the same seller and go to pay.  Then they become angry when they find out they just paid $75 in shipping for six items that could have been combined in 6 ounce package.  

[janet9988]

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@badsindustrialsales wrote:

Up Date Customer service came thru Removed the negative feed back and suspended the the buyer. 

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devon@ebay 

elizabeth@ebay

The Op stated that is it is Okay for sellers to ship  via a  different service that what was paid for?

Seller shipped via cheaper method than the buyer choose. \

Is this now an accepted way of doing things? Ebay seems to have removed  the negative feedback left by the buyer.

[robbie31415]

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@badsindustrialsales wrote:

You are wrong It dose not matter what service the buyer Picks The seller can ship how ever they want as long as the item arrives in a timely manner and as described. I know several business selling that ship the lowest price. 

I have yet to loose a case That the buyer filed due to not shipping the method they selected 

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You can abuse policies as much as you want, but you are wrong.

Taken from eBays shipping policy

"Sellers must use the shipping service the buyer selected during eBay checkout."

https://www.ebay.com/help/policies/default/shipping-policy?id=5035

[albertabrightalberta]

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@badsindustrialsales wrote:

You are wrong It dose not matter what service the buyer Picks The seller can ship how ever they want as long as the item arrives in a timely manner and as described. I know several business selling that ship the lowest price. 

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@badsindustrialsales 

You CANNOT ship by a lower priced method than the buyer chose and paid for. You are wrong in your thinking. 

devon@ebay 

elizabeth@ebay 

[toomuchstuffagain35]

It's against written ebay policy but I do recall a now gone blue saying exactly what the OP stated. Then again, the same blue said a buyer could file a legitimate SNAD for late delivery.

[ittybitnot]

"Sellers must use the shipping service the buyer selected during eBay checkout."

@robbie31415 

That suggests in these "auto pay" situations where the same buyer wins multiple auctions or multiple offers are accepted, it is A-OK for a seller to use Priority Mail (as advertised, of course) and throw all those multiple wins in one box and pockets the individually paid $75 shipping excess?  

OR

Will there only be a problem if the seller stuffs the multiple wins in one box and switches to Ground Advantage and keeps the $90 excess shipping charges?  

[devon@ebay]

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@albertabrightalberta wrote:

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@badsindustrialsales wrote:

You are wrong It dose not matter what service the buyer Picks The seller can ship how ever they want as long as the item arrives in a timely manner and as described. I know several business selling that ship the lowest price. 

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@badsindustrialsales 

You CANNOT ship by a lower priced method than the buyer chose and paid for. You are wrong in your thinking. 

devon@ebay 

elizabeth@ebay 

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Hey @albertabrightalberta! Just as @robbie31415 shared we do highly encourage sellers to use the same shipping method that the buyer has paid for. 

[aproudparent2010]

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@badsindustrialsales wrote:

You are wrong It dose not matter what service the buyer Picks The seller can ship how ever they want as long as the item arrives in a timely manner and as described. I know several business selling that ship the lowest price. 

I have yet to loose a case That the buyer filed due to not shipping the method they selected 

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You are 1000% wrong...yes one thousand percent wrong.

If buyer chooses UPS then you have to ship UPS, if buyer chooses Priority then you must ship Priority.