eBay

macman4623 · ‎06-01-2017

First of all, I hate the request system. It seems to really force the sellers hand. Even if you are making progress with an issue, as soon as the time is up, the buyer can escalate it, and more than likely the seller will lose.

Like this one. I shipped a buyer a cheap item, untracked. a month later without warning, they open a request. I replied back what the envelope looked like, where it came from and when it should have arrived.

Well, maybe the buyer found the item, I haven't heard from them in a couple days, but if they don't reply, I still have to refund because if at *any* time after tomorrow they decide to escalate it, I WILL LOSE AND GET A MARK ON MY ACCOUNT.

It seems to me that as a buyer "open a case, never reply to messages, then escalate, you'll get a free item" Is there any way to get out of that trap once its opened?

Similar issue for defective items. Say I want to sent a replacement item or part. Due to the way the request system is setup, I either have to pay to have the item I don't want sent back to me or just give a full refund. Everything else is pretty much off the table becase of the deadlines it imposes.

plumbingspecials · ‎06-01-2017

Never ship without tracking and you will never have this particular problem.

macman4623 · ‎06-01-2017

Yeah, I did add to my message about defective items raising similar issues as well.

emerald40 · ‎06-01-2017

@macman4623 wrote:
Yeah, I did add to my message about defective items raising similar issues as well.

If an item is defective, what is there to discuss. You should send postage and refund upon return.

macman4623 · ‎06-01-2017

Defective is not an all-or-nothing thing. Lets say I ship someone a $200 item and find the $25 power adapter cord got damaged. I'd like to either send them another one or have one drop shipped or just credit them $35 and they can get their own, but in the time it takes to get the replacement, or get an agreement the time frame is over and they can escalate. So either I have to pay $30 to ship the item back (now I'm out $60) and still have the item and have to buy a power adapter. Or just refund and move on.

Or we can just communicate like adults without getting the "request" system involved and getting forced into a less than idea resolution.

emerald40 · ‎06-01-2017

@macman4623 wrote:
Defective is not an all-or-nothing thing. Lets say I ship someone a $200 item and find the $25 power adapter cord got damaged. I'd like to either send them another one or have one drop shipped or just credit them $35 and they can get their own, but in the time it takes to get the replacement, or get an agreement the time frame is over and they can escalate. So either I have to pay $30 to ship the item back (now I'm out $60) and still have the item and have to buy a power adapter. Or just refund and move on.

Or we can just communicate like adults without getting the "request" system involved and getting forced into a less than idea resolution.

Not sure how it would work if you had to get them a part and they had to wait a while for it.

But with the $35 credit to buy another one, just offer them a partial refund. That can easily be done in the window of time ebay gives you.

megadestroyers · ‎06-01-2017

"Or we can just communicate like adults without getting the "request" system involved and getting forced into a less than idea resolution."

Frankly, as a seller, the "request" system can end up being your best friend. All the trouble lies with allowing the back and forth nit-picking via email or messaging. Don't engage. Simple "return for full refund" option sends the ball right back into the buyers court. No need for this, that, or the other thing. As a seller, you should not only know your part, but sometimes more importantly, the buyers.

Buyers are "conditioned" to think simply opening a request equates to immediate, undisputed, refund. It's not your job to guide them along as to what requirements they need to follow through on.

The GIANT fly in the ointment is a buyers fallback option of filing with Paypal, at anytime an ebay request is opened, elevated, investigated. Right up to the point a case may be decided. The GIANT pile of attraction is provided by ebay, who claim sudden loss of backbone in the presence of the almighty "financial institution".

macman4623 · ‎06-01-2017

>Simple "return for full refund"

And what do I do with the item when I get it back? I sell used electronics. Most things returned aren't worth the hassle of retesting & reselling.

Lets say I have a $50 item that I paid $10 for and costs $10 to ship.

I ship it to a buyer, they complain a knob is bent and open a return request. I have to pay $10 to ship it back, relist it for $40 with a bent knob and pay $10 to ship it the 3rd time. Right now, I'm in the hole $5 (fees).

What was the point of even getting it back? (was the extra work worth it to be less in the hole? $-25 vs $-5 ... no, I could have used my time to sell something more valuable)

emerald40 · ‎06-01-2017

@macman4623 wrote:
>Simple "return for full refund"

And what do I do with the item when I get it back? I sell used electronics. Most things returned aren't worth the hassle of retesting & reselling.

Lets say I have a $50 item that I paid $10 for and costs $10 to ship.

I ship it to a buyer, they complain a knob is bent and open a return request. I have to pay $10 to ship it back, relist it for $40 with a bent knob and pay $10 to ship it the 3rd time. Right now, I'm in the hole $5 (fees).

What was the point of even getting it back? (was the extra work worth it to be less in the hole? $-25 vs $-5 ... no, I could have used my time to sell something more valuable)

You sell used electronics which often have problems. And because they are often heavy, have to pay high shipping costs.

That may be your problem right there.

mistwomandancing · ‎06-01-2017

macman4623 wrote:..........I shipped a buyer a cheap item, untracked. a month later without warning, they open a request..........Similar issue for defective items. I either have to pay to have the item I don't want sent back to me or just give a full refund.

If a seller sends off a cheap item to a complete stranger without tracking, I'd expect occasionally to run into the request thing. And in that case, since you're playing the odds, and since the item was *cheap* you need to refund the buyer. It must have been really cheap to have been shipped without tracking, so a refund likely won't be taking much out of your pocket.

The same with *defective items*... yeah, if you ship defective items, you either pay to get them back, or refund. Not much way around that. Mostly eBay doesn't let you ship defective stuff AND keep the buyer payments for it. Sounds too much like problems waiting to happen there. Good luck to you.

megadestroyers · ‎06-01-2017

">Simple "return for full refund"

And what do I do with the item when I get it back? I sell used electronics. Most things returned aren't worth the hassle of retesting & reselling."

I was trying to make the point that there are many steps along the way from point A of initiating a return request up to point Z where you would issue a refund. A request for return does NOT equate to full refund, at the moment the request is opened. You could actually end up with a return request ruled in your favor, no refund, no defect, depending on how your buyer responds to his requirements.

*eponymous* · ‎06-01-2017

Defective is not an all-or-nothing thing.

Yes, it is. Buyer says not as described, that's it! Your viewpoint is wrong-headed and is the cause of your concern. Learn how retail - and eBay works - to have a more clear-headed understanding of your responsibilities and what you are expected to do (or eBay will force you).

The buyer decides what they want - not the seller.

The return system is designed to force your hand.

Your option on a return request for not as described is

1) authorize the return

2) arrange for the label - for a non-domestic buyer, that means sending money by PayPal; otherwise, you can have eBay issue the label which will be charged to your invoice.

You're in retail - did you expect never to bear any losses from faulty returns, or did you think eBay mediates between you and the buyer (the buyer is the party eBay considers to be their customer whose money is protected by consumer protection laws).

You cannot ever win a "not received" case without online tracking showing delivery.

Know that, in all of commerce, all of the power is in the hands of the consumer (which you of course appreciate when you are the the consumer, instead of the seller). All of the risk lies with the seller.

Life shrinks or expands in proportion to one’s courage. ~ Anais Nin

megadestroyers · ‎06-01-2017

"2) arrange for the label - for a non-domestic buyer, that means sending money by PayPal; otherwise, you can have eBay issue the label which will be charged to your invoice."

Depends. A "non-domestic" buyer who uses a US forwarding shipper does NOT get a pre-paid shipping label from his physical address. Additionally, "non-domestic" buyers who use a US forwarding shipper are required to initiate the return in the same amount of time as a US buyer.

macman4623 · ‎06-01-2017

>Yes, it is. Buyer says not as described, that's it! Your viewpoint is wrong-headed and is the cause of your concern. Learn how retail - and eBay works - to have a more clear-headed understanding of your responsibilities and what you are expected to do (or eBay will force you).

When did ebay become retail? I've been selling on here since 2002. Does anyone remember the first item ever sold on ebay? A broken laser pointer. I tend to not sell common, easy to find items - there are plenty of other sellers for that. I try to sell the hard to find stuff that people are begging to purchase from me. I wish there were more sellers like me - there are things I want and need that can't be found anywhere (I've been searching for over a year for some rear door handles for my 1993 Ford Taurus - and am willing to pay $100 for a pair in good condition). Its seems that over the years that rare stuff has been declining and harder to find and way too much common stuff that can be found anywhere.

When I buy something, I'm not concened with the return policy. If something is wrong with it, most times I'm happy with a partial credit - usually I can make stuff work, or use parts from it. Is a $500 laptop worthless because a screen is cracked? Is there anyone out there anymore willing to buy it for $250, put in a $50 screen and then sell it for $500? Tons of stuff out there can be repaired, and there is good money doing it.

phcd1 · ‎06-01-2017

@macman4623 wrote:

...It seems to me that as a buyer "open a case, never reply to messages, then escalate, you'll get a free item" Is there any way to get out of that trap once its opened?...

YES!

Ship with tracking. When the case is opened, upload the tracking info into the showing it's "delivered".