I assume the recent changes are pulling everyone down. In the past few months, I feel that buyers are abusing eBay's return policy and "Customer Support" is little to no help. In the past, the support has been great, however in the past few months, they are slipping. Every week, I have buyers who open returns stating "not as described" or " doesn't work or defective", "doesn't fit", or "missing parts or pieces". If any of the above reasons were true, I would not have any issues with issuing returned shipping labels. However, buyers are opening these returns in order to avoid the returned shipping cost when the return would be remorse.
Example:
A buyer purchased 8 items from my store. The package was shipped via UPS Ground and the package was weighed prior to being shipped out with the correct weight for all 8 items. The package was signed by the buyer. The buyer calls us prior to messaging us stating that the buyer only received 4 of the 8 items. We asked the buyer to provide us with photos of the packaging along with photos of the shipping material and label. The buyer replied that they disposed of all shipping material and can not provide us with any photos. The buyer also threatened to call their credit card company and file a chargeback on the items they did not receive. I replied to the buyer and noted that the box weight was correct for 8 items and the box was weighed prior to being shipped by UPS (weights are shown with the tracking number). The buyer stopped replying for a week. At this point I assumed that the buyer was making empty threats as they stated multiple times that they would call their credit card company. A week later, a return request was opened stating "missing parts". I contacted eBay support and they after reading our message exchange, they notified me that I had to accept the return. I was also told that there was a possibility the buyer only received 4 items and the box may have been damaged or items fell out during transit. Clearly this did not happen (the package was insured). If it did, any shipping company would notify the sender whether it be USPS or UPS. They also notified me that there was "no way" they can "verify" that the buyer did not receive all of the items. I then proceeded to ask the representative if the return was accepted, would I only refund them what they ship back to me or would I have to issue a full refund. Not to my suprise, the representative said that if the buyer shipped back 4 items, I would have to refund all 8 items. I did a little digging and found that the buyer owned a store with horrible Yelp reviews. Mostly one star reviews. I assumed that the buyer was reselling our product in their stores and they wanted free items. I am currently waiting for the buyer to return the package and cut my loss. I also forsee a negative feedback. Lets see what fate has in store for me. It's going to be a fun week waiting to see if they return the items.
