eBay

chasearooauctions · ‎09-10-2019

I had a customer return an iPhone (buyers remorse) but didn't remove her icloud lock. I emailed her twice with no response. I contacted eBay, their response was, wait for the case to close, once it closes call us back and we can appeal it. I did as I was told. When I called back, they sent me a form to "SHOW" how the customer sent it back. (Funny thing, they never tell buyers who make claims to take a picture and send it in). Anyway, I took a picture of the icloud locked screen showing the buyers name/email address. Clearly a locked screen asking for password. The reply back from eBay? After telling me how fantastic I am and how much they appreciate me selling on the eBay platform, the next line was: Please understand that we can not find a definitive proof that the buyer caused the issue... Did I mention the buyers' name/email address was on the locked screen that I took a picture of? In addition, did they not see the emails I sent to the buyer (that were not returned, asking for her to remove the phone from icloud? I called back in this morning. No different answer. No resolution. No support. No protection. No nothing.

luckythewinner · ‎09-10-2019

There is no protection for sellers.. even after an appeal!

From the eBay user agreement:

"You agree to comply with the policy and permit us to make a final decision on any eBay Money Back Guarantee case."

There is nothing in there about the final decision being fair, reasonable, or sensible.

greg5000 · ‎09-10-2019

Sounds like another typical Customer Service experience with eBay and one of the reasons I stopped using the site.

I would call back and speak with a supervisor and request the issue be escalated. eBay should be contacting the buyer to help resolve this.

a_c_green · ‎09-10-2019

@chasearooauctions wrote:
I had a customer return an iPhone (buyers remorse) but didn't remove her icloud lock. I emailed her twice with no response.

If you still have the buyer's phone number as part of their contact info (I think it remains visible in the sale record for either 14 days or 30 days after purchase), I would try phoning them.

forgottenape · ‎09-10-2019

your not going to be able to do this over the phone. at the next Wednesday ebay chat have a cut and paste ready then post when it goes live. they seem to handle the more complicated problems better than phone cs. and they have the ability to change the decision. good luck

forgottenape · ‎09-10-2019

@greg5000 wrote:
Sounds like another typical Customer Service experience with eBay and one of the reasons I stopped using the site.

I would call back and speak with a supervisor and request the issue be escalated. eBay should be contacting the buyer to help resolve this.

hmm when did you stop using the site?

luannkelly · ‎09-10-2019

I have worked in all kinds of retail including a large jewelry store, and real estate. It is stressful and frustrating when you get a raw deal with a customer, or get skunked in one way or another. I have come to expect the occasional loss as part of doing business. Every business experiences losses great and small. The best we can do is everything in our power to limit the damage that losses can cause, learn from it and cover our butts in that area in the future. Almost every lesson I have learned has cost me in $$. Eventually they get less and less. The devil is truly in the details. And assuming anything can be the little hole the weasel can get through. I do not accept returns as a policy. However, if something is not acceptable, I work something out on a case by case basis. I don't buy iphones because they are way to expensive, so I do feel your pain. That's a big loss. Good luck, and I hope something good happens to make up for your loss.

ed8108 · ‎09-10-2019

@chasearooauctions wrote:
Please understand that we can not find a definitive proof that the buyer caused the issue... Did I mention the buyers' name/email address was on the locked screen that I took a picture of? In addition, did they not see the emails I sent to the buyer (that were not returned, asking for her to remove the phone from icloud? I called back in this morning. No different answer. No resolution. No support. No protection. No nothing.

You can file for arbitration with findings of fact & conclusions of law.

greg5000 · ‎09-10-2019

@forgottenape wrote:

hmm when did you stop using the site?

Stopped buying in April 2019.

forgottenape · ‎09-10-2019

because of customer support? do you sell on ebay?

pburn · ‎09-10-2019

No buying, no selling, just posting on discussion boards.

this*old*attic · ‎09-10-2019

I was thinking the same thing.

So mad at EBay he stopped selling, and convinced his whole Facebook group to stop BUYING in protest.....

this*old*attic · ‎09-10-2019

But here to rag daily and often!

fashunu4eeuh · ‎09-10-2019

@chasearooauctions wrote:
I had a customer return an iPhone (buyers remorse) but didn't remove her icloud lock. I emailed her twice with no response. I contacted eBay, their response was, wait for the case to close, once it closes call us back and we can appeal it. I did as I was told. When I called back, they sent me a form to "SHOW" how the customer sent it back. (Funny thing, they never tell buyers who make claims to take a picture and send it in). Anyway, I took a picture of the icloud locked screen showing the buyers name/email address. Clearly a locked screen asking for password. The reply back from eBay? After telling me how fantastic I am and how much they appreciate me selling on the eBay platform, the next line was: Please understand that we can not find a definitive proof that the buyer caused the issue... Did I mention the buyers' name/email address was on the locked screen that I took a picture of? In addition, did they not see the emails I sent to the buyer (that were not returned, asking for her to remove the phone from icloud? I called back in this morning. No different answer. No resolution. No support. No protection. No nothing.

Hi, sorry this happened to you. Had a couple of questions. Could you clarify: What case? (An Item Not Described case, or just a regular return case?) So due to the advice from customer service, you did not act on the case but let it close without seller resolution?

As for the emails, always add any communication to the buyer into the eBay case log where it can be seen. Or they could have been cut and pasted into a message for the appeal. Did you supply any additional info for the appeal beyond the screenshot? The decision of the appeal was the "no proof" message?

greg5000 · ‎09-10-2019

@forgottenape wrote:
because of customer support? do you sell on ebay?

Because of a number of reasons (poor customer support was one). I was a very frequent buyer from 2010 to 2019. Hoping things will get better.

I was about to start selling for a planned move to Hawaii later this year, but too many issues here in 2019. I have selling experience from taking over the account of my girlfriends brother for a few months (when he had a stroke).

Do you sell and also buy on eBay?