Preventing a Transaction Defect and Negative Feedback for Out of Stock Item

[rosevelyn]

I sell one-of-a-kind items and an item I had sold many months ago unbeknownst to me was listed in my store and purchased yesterday. Naturally, I did not have the item, so I called into ebay to discuss with a specialist the best way of going about avoiding a transaction defect on my account upon refunding the payment for being out of stock.

The ebay specialist Grace -- who over the years I have spoken with on other issues -- told me that I will not be stuck with a transaction defect or negative feedback as long as I send a message in advance  to the buyer before  refunding the item with the out-of-stock reason. In the message, I had to let the buyer know that I need to refund her and why and ask her to respond acknowledging that she received my message, essentially treating the situation as a request. Grace told me that her response would constitute an agreement with me that she accepts the refund, and that "agreement" would ensure that ebay would not hit me with a defect and could also remove any negative feedback that may follow.

I sent the message yesterday and have not received a response, and would think that it would have serviced the buyer better to have simply refunded the item without delay rather than what is turning out to be a grace period.

[this*old*attic]

How unprofessional. And we wonder why buyers are leaving. Seller’s problems are not the buyer’s problem, we aren’t friends, and to essentially try to coax a stranger to fib and cover one’s behind is.... well.

 I just broke a contract with a cleaning service because their maids kept trying to make cheaper cash deals with me on the side. This is the same thing.

[this*old*attic]

That doesn’t justify making an even worse impression on the buyer.

Come on.

“Dear Buyer,

You aren’t getting what you wanted, I don’t have it, so even though you’re disappointed and your time has been wasted please help me stay out of trouble????”

For reals? This makes actual sense?

[buyselljack2016]

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@papermoneyforme wrote:

It could also be a Zombie listing that was relisted with no ones knowledge that Ebay will never admit to.

They have been happening for years off and on and there does not seem to be any solution.

Ebay says it is your responsibility to check your listings for stock no matter who created the problem.

They will not remove the defects for OOS because they don't believe it was not your fault.

The only way to get out of that situation contrary to what Grace told you is to mark it shipped then when an INR is opened refund.

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This just looks wrong from 2 directions.

Seems it could be viewed by eBay as a policy (maybe just guidelines) violation to marked something shipped when it is not to slip around a defect.

Also seems that it could be contrary to the guidelines (rules of engagement # 15) set forth here on the boards to suggest it.

[rosevelyn]

Today I went and called the Appeals Dept. to double check, and the specialist there stated that her reply allows for me to honestly choose that Buyer Asked to Cancel, which is how I go about and avoid the defect. I believe that situations like this one should be given a time limit in which a seller can quickly deal with it so that the buyer is spared the investment in time and expectation without agonizing the seller in the process.

[rosevelyn]

Exactly. There are many out there who believe otherwise.

[pjcdn2005]

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@nc-daydreamer wrote:

Do you have your OOS option turned on? have you checked this listing, and ALL OOS listings to be sure the quantity available is 0 ?

If this is set to 0, then the item is supposed to be hidden from buyers as far as I know - and I have seen where the buy it button was removed from an OOS listing so it could not be purchased.

There have been threads from buyers asking why there was no buy button in a listing they were considering to buy. So that confirms the button has been removed from those listings.  So if you were at 0 on a hidden listing, it should not have been able to be purchased. I know eBay will figure out a way to give you a defect on something that is clearly their fault. Way to go eBay - I am sorry this is happening to you. 

Perhaps you can back up these OOS item listings or just print your whole listing pages from the hub with the quantity displayed to prove the item is supposed to be hidden from viewers? Or screenshot and save to WORD.There has to be some way... try calling CS again to get another rep and double check on these things...

I wish you well.

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I have no idea why a listing wouldn't have a buy it now button but if the seller has the out of stock function enabled and an item has 0 inventory, that listing isn't shown to the buyer at all.

[kataggr-44]

Or Dear buyer, I am so sorry for the inconvenience.  Please accept this coupon for x off your next purchase.  Happened to me.  I quickly picked something else out and got a nice discount on it.  Going back to other posts  -what buyers hate is when sellers offer something, don't get their price, and then pretend it is broken or missing.  But an honest mistake, we all make them...so I don't see how this is going to anger a buyer if you are upfront with them.

[this*old*attic]

It isn’t about anger, it’s about professional conduct.

And protecting yourself doesn’t make it businesslike no matter how much you pretty it up.

Bottom line, buyer in these cases aren’t changing their minds and asking to cancel.

Getting them to do so is seedy.

[this*old*attic]

It’s “if wishes were fishes...” thinking.

[kataggr-44]

Getting them...implies coercion.  I am saying ask them.

[kataggr-44]

Like I said as a buyer I was in such a transaction.  It wasn't the least bit seedy.  It was a win-win for the both of us.

[muttlymob]

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@rosevelyn wrote:

the specialist there stated that her reply allows for me to honestly choose that Buyer Asked to Cancel, which is how I go about and avoid the defect.

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But you would not be honestly choosing that the buyer asked to cancel.

Because the buyer did not ask to cancel. 

You, the seller, offered to cancel.  If the buyer accepts your offer, the buyer is not requesting.  The buyer is responding to an offer.

And if the buyer receives the notice that he "requested to cancel" knowing full well that he did not make the request, and if he knows why you fudged the cancellation reason, he just might call customer service himself to find out if this scenario really is legit.  Which, depending on who he gets on the line from CS, might result in more than just a defect for intentionally falsely claiming a buyer requested cancellation when it is on record that the buyer responded to your offer, rather than made the request.

[this*old*attic]

It isn’t appropriate. What’s difficult about this?

Its self serving, tangles a buyer who is a stranger into Ebay business problems, and you’re playing on pity or bribing them to LIE.... because they didn’t initiate the cancellation!

[this*old*attic]

You/OP/sellers who do this were UNABLE TO FULFILL. 

[kensgiftshop]

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@kataggr-44 wrote:

I feel you have to look at each case individually and in this one it was a genuine OOPS mistake for  which in ebay's punitive world I would hate the seller to be penalized over it.

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Even if it's a mistake, sellers are still responsible for their listings being correct.