eBay

svcheck · ‎07-02-2025

I sold an $3300 item with local pick up and buyer elected to use 3rd party trucking company to pick it up and transport the item to another state. MBG policy in the black and white states that such transactions will not be covered by MBG

In this case ebay first agreed with it and closed the case in my favor, later buyer appeal it and ebay overturn that decision and now asking me to pick up the item from the buyer, which by itself would cost $1000 or so

I spoke with ebay and they told me that they have "exceptions" and if buyer claim not as advertised they will enforce it and make me responsible

Have anyone experienced this?

Question for the ebay rep - what is the policy? Posted is not enforced

elizabeth@ebay

devon@ebay

svcheck · ‎07-02-2025

here y can see what was picked up - actual pic from HIS carrier truck

and ebay wants me to be responsible for SNAD??

it was not secured, or even transported in the right away. how can seller be responsible for missing parts or anything else

svcheck · ‎07-02-2025

this is how buyer picked it up - actual pic from his 3rd party carrier truck and the buyer acknowledged all of this

how can i be responsible for anything in the such case - it is LOOSE freight, not secured or even care about.

wastingtime101 · ‎07-02-2025

@svcheck wrote:
In this case ebay first agreed with it and closed the case in my favor, later buyer appeal it and ebay overturn that decision and now asking me to pick up the item from the buyer,
----------
Interesting thing that case is officially still CLOSED in my favor as it is posted on ebay, but ebay CS told me different story and sent me message that i have to "facilitate :" the return

I am confused. First you said it was closed in your favor but the buyer appealed and eBay decided in the buyer's favor.

Now you are saying it is closed in your favor.

So ... did eBay give the buyer a courtesy refund with no impact to you?

Was the buyer refunded? Did the messages from eBay telling you to facilitate the return come after the return was closed in your favor and before the buyer's appeal? What was the timing?

We are missing pieces of the puzzle here.

GLORIOUS!

svcheck · ‎07-02-2025

Well, i "won" the case. After that i received a message from ebay:

"My name is Tom from eBay's High Value Claims Team, and I am reaching out in response to your request to appeal the decision on the return claim for the Terra Universal ISO 7 Class 10,000 Modular Cleanroom ValueLine Softwall 8'x8'x8' (187164304438) purchased by landbysea.

I recognize the importance of this matter to you and assure you that I have carefully reviewed the details of your claim to ensure a thorough and fair assessment. The buyer is stating the item arrived not as described, specifically that the item is the wrong size and missing pieces

As per our procedure, when a buyer initiates a return that falls under the eBay Money Back Guarantee or a seller's return policy, and an eBay return label is not available, we are notifying you as the seller to arrange return shipping. We are asking you to arrange the return shipping by July 6th.

You may provide you buyer with a prepaid shipping label, or you may provide the funds necessary to cover the return freight. Please note, failure to arrange the shipping will result in the buyer receiving a full refund without returning the item

Thank you for your understanding, and we appreciate your continued use of eBay."

So i called them and talked to the CS in high value team. They told me that "case" is on 5 days hold and if i do not facilitate the return, they will refund the money to him

case is an "officially" closed as i can see it in my favor, and never been reopen , but they told me otherwise.

it is not even about this particular item. what i am looking for is a Clarification about the ebay policy, I posted pic of the ACTUAL freight which was picked up by HIS 3rd party carrier., so if the ebay want to force me into MBG on such pick up, i will never release it again

wastingtime101 · ‎07-02-2025

@svcheck wrote:
Well, i "won" the case. After that i received a message from ebay:

"The buyer is stating the item arrived not as described, specifically that the item is the wrong size and missing pieces

As per our procedure, when a buyer initiates a return that falls under the eBay Money Back Guarantee or a seller's return policy, and an eBay return label is not available, we are notifying you as the seller to arrange return shipping. We are asking you to arrange the return shipping by July 6th.

You may provide you buyer with a prepaid shipping label, or you may provide the funds necessary to cover the return freight. Please note, failure to arrange the shipping will result in the buyer receiving a full refund without returning the item"

So i called them and talked to the CS in high value team. They told me that "case" is on 5 days hold and if i do not facilitate the return, they will refund the money to him

case is an "officially" closed as i can see it in my favor, and never been reopen , but they told me otherwise.

That's confusing - to have the case closed, but eBay telling you it's still open via an email? Any time a buyer has appealed a case on one of my transactions I can see that in the case details.

Did you receive the latest case update Devon said was coming your way via email or are we not there yet? Please let us know when eBay sends the new update.

GLORIOUS!

stainlessenginecovers · ‎07-02-2025

All I see in the picture is the framework; no clear panels for room enclosure, no 'fan system' etc. Do you have better pics (For your own sake). Also; since picked up by this carrier, who agreed who would 'pack' the items?

pastimpressions · ‎07-02-2025

Sorry you are experiencing this situation.

You would think that at the bare minimum the language re: possible discretionary exceptions to MBG & 3rd party voids of such would be included in the body of text.

I cannot imagine a seller on the face of the planet that would release a local pick-up item via 3rd party carrier if they knew there was even a 1% chance, they might have to not only accept the item back but pay the freight cost for the return trip.

Maybe it's me, but the messages from eBay re: this matter to the OP seem ambiguous and convoluted.

Perhaps even contradictory.

I am normally a huge eBay supporter.

However, barring some MAJOR omission of facts in the case by the OP this one seems unconscionable.

I truly hope this matter gets resolved for the OP properly & policy (as well as discretionary exceptions) is clearly articulated in a public & forthright manner.

svcheck · ‎07-02-2025

>That's confusing - to have the case closed, but eBay telling you it's still open via an email?

yes

>Any time a buyer has appealed a case on one of my transactions I can see that in the case details.

I know and it WAs a same in previous cases. But in this case i have an email from them and case is NOT reopen

but they told me that it WAS reopen

>Did you receive the latest case update Devon said was coming your way via email or are we not there yet?

nothing yet

svcheck · ‎07-02-2025

>All I see in the picture is the framework; no clear panels for room enclosure, no 'fan system' etc. Do you have >better pics (For your own sake)

I guess you misunderstood me. This pic is from the his TRUCK - his pick up. I want to demonstrate that he made no arrangement to secure the freight DESPITE my repeated advise to do so

> Also; since picked up by this carrier, who agreed who would 'pack' the items?

No one did. We told him that he need to hire crating/packing company and he sent just pick up by freight carrier and managed to convince them to get it like this.

svcheck · ‎07-02-2025

>this matter to the OP seem ambiguous and convoluted.

>Perhaps even contradictory.

Sorry if you feel this way . I was trying to explain something i do NOT understand myself. And trust me i a doing few mil in sales per year on ebay and i am very familiar with MBG and rules.

>However, barring some MAJOR omission of facts in the case by the OP this one seems unconscionable.

I never omit anything and can stay by my words.

Y are welcome to ask a question

>I truly hope this matter gets resolved for the OP properly & policy (as well as discretionary exceptions) is >clearly articulated in a public & forthright manner.

I hope so.

pastimpressions · ‎07-02-2025

@svcheck

Sorry you completely misunderstood me.

If you read my thread post, I am supportive of you.

I am saying eBay messages to YOU were convoluted, ambiguous and contradictory.

NOT that you were.

Also, with regards to potential omissions of facts there is no offense intended. None at all.

Please understand that everyone is 100% behind you but no one knows the facts you know as you know them.

In an effort to be 100% accurate any outside observer must allow for even the remote possibility of incidental omission of relevant data prior to rendering a definitive verdict.

To do otherwise would be irresponsible & is no way intended as a slight or insult to you.

Best of luck with this situation.

iamalwaysright · ‎07-02-2025

@wastingtime101 wrote:
@dhbookds wrote:
Was it this item?
https://www.ebay.com/itm/175161845545

If so, shipping was not "local pickup", it was Freight
If that's the item, you are probably right.

When seller offers shipping, seller is responsible. This is one of the many reasons we tell sellers to never agree to use a buyer-provided prepaid shipping label.

As far as I'm aware, the third party collection policy only applies when the listing advertises, and the buyer chooses, local pickup.

Edit: Although the OP does have a few sold items in that price range that did offer local pickup, so it would be great to hear from them which item is in question. For example, https://www.ebay.com/itm/177038085244

Would love to hear an update from @svcheck if that's the item, and what eBay had to say.

If that’s true, then I’m selfishly covered because I never allow local pickups. Just one more reason for me to never budge on that choice to not “meet a buyer”.

I’ve gotten many requests/demands for local pickup, even ones that offer to come directly to me. I’ve never agreed mainly because I think it’s safer to have a paper trail.

estate_echoes · ‎07-02-2025

eBay Money Back Guarantee policy

Shouldn't it also be excluded from MBG because it is industrial equipment?

svcheck · ‎07-02-2025

Thank you and sorry for missunderstanding

I can't believe myself that ebay is changing the rules on the fly.

And I told them, all i want (like any other seller) is a clear rules of engagement

if they say that i am no longer protected from buyer SNAD claims , i will not release any items to buyers

from other regions unless they pay in hard money. It makes no sense at all. To my understanding of ebay rules and regulation i have to offer electronic payment as well, but i do NOT have to release items to 3rd party unless i required to. So they need to make clear - if they want me to release it to 3rd party or not and if so what are the protections from it.

So i will have to revert back to offering local pick up with CC payments to local guys , but will require to pay in hard cash anyone taking it out of the region or refusing to sell period.

ebay please advise