Protecting the sellers from lying customers

[carfenp1]

We have had several lying and dishonest customers in the last few months and you can read where they tell us they just didnt like the part or ordered by mistake and want a refund.We do not give refunds or accept returns unless the part is bad, which every part we ship out is shop tested and working. But between ebay and paypal,we dont stand a chance and are getting screwed by customers and them too!!! I am looking into a different method of payment for my busniess for customers to pay and I am going to add 20% restocking fee plus customer pays shipping to return. I am sick of being abused by paypal. These dishonest customers will tell us in the messages we write back and forth that it was their mistake but paypal stills sides with them no matter what!! Sick of it!!!

[orangehound]

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@carfenp1 wrote:

We do not give refunds or accept returns unless the part is bad

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eBay will also require a refund for (a) wrong part sent, (b) not received, (c) not in the condition described.  And, the determination of all of this is the opinion of the buyer ...

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I am looking into a different method of payment for my busniess for customers to pay and I am going to add 20% restocking fee plus customer pays shipping to return.

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eBay no longer allows you to use an independent payment processing system ... right now, the only options are PayPal and eBay's Payment system.   In a couple of years, it will be only eBay's Managed Payment system.

Also, eBay does not allow restocking fees.

[yccomo]

You're always going to have them, just be sure you have everything covered on your end and remember, they are the exception, not the rule. 

Block them immediately, if not sooner. 

I block people who ask questions already answered in the listing, that saved me a world of grief. 

Don't let it get you down. Be very sure you are packing properly to assure no issues with static or whatever else might affect the items you sell. 

Best of sales to you

Steve

[autilifecarparts]

We have similar situation. There is no sellers protection on ebay. We lost already lots of money because of scammers on ebay. Sold good working item, then they returned it with missing parts, and ebay gives him back money! What a hell is that! Now we have to deal with customer for at least month, because he asks for service which we cant provide in different country , just because he claims that item is defective, but we test every item before it goes on sale. Of course, selling used items we think of any kind of risks, starting from shipping till scammers on ebay. But we, as honest, business seller pay a lot of fees and do not get any protection at all. Sellers make money for ebay, they should be protected some how. All the talking with customer service is nice, and they are trying to provide help, which they cant. Later just sends e-mail, you can go to court and ask for your money. Is this how ebay seller should be treated?

[Anonymous]

Couldn't agree more. We get it quite a lot since our volumes have massively increased. We use top quality fragrance oil in our car diffusers so we know they smell strong. We use 50% oil rather than the usual 15% most use so really cant do any more. We get lots of great feedback, but then someone will message and say they cant smell it, what are we going to do!! They are exactly the same fragrances others leave us great feedback for. They then request to return it saying not as described which is a lie but eBay still allow it. Our policy is buyer pays return postage but when they go through this process, were told we have to pay £3 for the return which is ludicrous. We've already paid the postage once, they have opened the item and used it so its not fit for resale. Something needs to be done whereby they have to prove its faulty. eBay can easily look at the feedback for the same items left by others and then give them the opportunity to return at their expense for a refund. When you stand up for yourself, they call you rude and hold you to ransom with the threat of negative feedback so we've just refunded and told them to keep it.  Even when 'Ive refunded, why are they allowed to leave feedback anyway, its mad.

[johnrj1226]

Just  my viewpoint.

Selling used electronic components is  a rather risking business.  You can  say you fully test them before  you ship them - maybe so.  But I do find  it   a little  hard to believe that you have all the test  values including + and -  tolerances of the all various  components from each of the OEMs you represent.   In addition, the year of  manufacture or a product update might  just add another twist to always  being spot on.  Then may  the  tester made an error too.  The human factor is usually far  from being and performing perfectly each  day and every day.  For one I never received all 100s  in grade school, junior high, high school, college or at work and my report cards and performance reviews showed it.

Having a firm no refunds policy - invites buyers to stretch the truth to get a refund  by  opening an Item Is Not As Described case.  The seller  can't prove 100%  that  part/item  was 100% perfect when it  was received.  Received is the key word.

[planfarti_0]

You do not have to accept returns however ebay's Money Back Guarantee pretty much forces the sellers' hand as far as refunds are concerned... And sellers can stomp their feet and throw temper and pity tantrums but ultimately ebay is the venue and they have their say as to how things are, our choice is we do not have to sell here.

[mam98031]

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. ALA Free Returns

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to they can accept the return and have the buyer pay the return shipping.  If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

[planfar0]

Various return policies also affect the ranking of results within the search engine.

Switching return policies can raise or diminish the position a seller's listings have in Cassini results.

Please do not forget to include said documentation.

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@mam98031 wrote:

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

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Funny.

[mam98031]

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@planfar0 wrote:

Various return policies also affect the ranking of results within the search engine.

Switching return policies can raise or diminish the position a seller's listings have in Cassini results.

Please do not forget to include said documentation.

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@mam98031 wrote:

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

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Funny.

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I make no claims one way or another regarding return policies and the search engine.  It isn't the purpose of the post anyway.

As for you finding the above statement funny, I'm glad I gave you a moment of levity.  Funny or not, the statement is correct.

I know the return system is messed up to say the very least in regards to how sellers are treated.  I get it.  I'm a seller.  I experience the unfairness of it all the time.  I'm not justifying or supporting anything one way or the other.  My intent was to inform.  Each seller needs to make their own decision of what is the best approach for them.  But I find that it is FAR better to make an informed decision than an assumption of how one might think it should work.  That will often not work out in the seller's favor.

[18704d]

"When you stand up for yourself, they call you rude and hold you to ransom with the threat of negative feedback so we've just refunded and told them to keep it."

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I wonder

if the reason they did that to you .. is because a seller before you, gave them the item for free in the same situations?

?

Lynn

[southern*sweet*tea]

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@18704d wrote:

"When you stand up for yourself, they call you rude and hold you to ransom with the threat of negative feedback so we've just refunded and told them to keep it."

--------

I wonder

if the reason they did that to you .. is because a seller before you, gave them the item for free in the same situations?

?

Lynn

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Of course. If it works with one, it just might work with another, right? What better way to get free stuff!

They can twist my arm all they want. Feedback be danged, no refund unless an item is returned to me,  unless it is financially prudent for a refund without a return.

[uniwarehousewares]

Paypal is going to be suffer after ebay will launch Adyen, amazon is taking customer side , paypal started same thing, ebay is still better platform, lower is better than worse, there are some policies on ebay those policies are only on pages but actually no implementation.
i had one customer he opened return and i received item in bad condition, only option i had is to give him full refund with option with buyer to leave negative feedback after he screwed me or i let ebay decide on it, if i no pay within time frame after i receive the item , no matter what i receive , ebay will automatically give full refund to buyer and it will put defect on my account + after this i am allowed to appeal the case, what a joke !!!!! seller protection is only in words. so point is, no matter what happen, even case is clear and straight , seller is only allowed to appeal?? what is justice?, means seller is football can be kicked everywhere . if you ask anything from cs about protection they will speak only one sentence "we do understand , and we are going to protect you" protect you from what? when you issue money to buyer without reading messages and later let you appeal, and there is no guarantee that your appeal will work. policies with flaws are not policies.
ebay 80% policies are internal and hidden, and 20% for public, so why its hidden ? its hidden because policies are mostly in favor of buyers.

[beez5720]

First, you need to understand eBay's policies.

Second, you need to understand that eBay's policies override your policies.

Third, you need to understand that ebay no longer allows restocking fees, for like a year now.

Seller Announcements have a HUGE significance on this platform. If you do not keep up to speed, you will not succeed.

[partsman330]

Selling parts on here is a joke. I sell appliance parts. NEW unused appliance parts. I work for a major distributor and work closely with the warranty department and the incidence of defective/bad parts from the major manufacturers  is basically non-existent. Its a rate of like .00000001% of defect. I get TONS of "didn't work/defective" returns. Its a totally insane rate that is wayyyyy out of synch with the industry numbers.  The parts were not defective. The people buying them are. The people were guessing what was wrong with their appliance and picked the wrong part which did not fix their problem and decided "the part didn't work it must be defective!". This is the case 99% of the time. The issue is once installed I cannot re-sell the parts, and if I did they would be sold at a fraction of the price of a new/unused part. The part for me becomes a total loss, esp electronic parts (which are the most expensive). There is no getting around the bad policies on here. They are not good for anyone other than sellers out of the country selling the cheap knock-off generics. 

Re-stocking fees are industry standard for distributors and most will not credit for installed electronic parts. Some Ebay policies may work for some items, but for selling these parts it makes it very difficult to stay afloat. Good thing all I am doing is liquidating excess inventory that is unwanted or I would have been done with this long ago.