Unfair Decision on Case, Automatic Defect

[ryeagle]

I have an extremely frustrating case that I wanted to share to see if anyone else has ideas on what to do.

About 2 weeks ago I shipped out a computer and it got damaged in transit. The buyer reached out to me and showed me a picture of the damage. I asked him if he would be willing to keep the computer if I gave him a discount and he said he would rather return it since he needed a working computer. He also asked if I had the same computer in stock and whether we could exchange. I told him I no longer had that model in stock and  I suggested he create a return request (which he did) and I went ahead and authorized the return. The next day, I bought some more computers and one of the computers was the same model that he got. I reached out to him and let him know that I may have a replacement for him. But since his originak return request did not include an exchange option, he should close the original request and open up a new one with the replacement option. He agreed and thanked me for letting him know. He closed the request as expected. About 4 hours later, I get an email from EBay saying that the buyer opened up a case about the return. 2 hours after that, I get an email from EBay stating that the case was decided in the buyers favor.

I reached out to the buyer and asked why he opened up a case instead of a new return. He said he was not able to recreate the return and he wasn't sure how to do it. In the meantime, EBay sent an email about the original return being closed and instructed the buyer to escalate the issue and EBay would investigate it. Since the buyer did not know what to do, he escalated it. That created the case that EBay decided in the buyers favor and gave me a defect on my performance report. I have sent 4 emails to EBay appealing this whole thing saying that I should not receive a defect on this. The buyer and I had a resolution and that the only reason a case was opened was because the buyer did not knwo what to do. Even though there was a clear resolution, EBay has denied my appeal. 

I feel this is extremely unfair and I should not have received this defect. But EBay states that once an appeal is found in a buyers favor, it cannot be removed as a defect. Has anyone else ever been hit with an unfair defect and was successful in getting it reversed even after it was marked a defeft? Any suggestions would be greatly appreciated. This defect will cost me at least $3k in higher selling fees.

[scodot]

Unfortuantely this is how eBay is now. They don't care at all about sellers, the only alternative is to move on to other platforms to sell. eBay will only figure out how badly they screwed up once they don't have any sellers willing to do business on their site. There are many emerging eCommerce options as eBay is hemoraging sellers everyday which will mean alot less traffic and sales will continue to tank for sellers. My companyhas already removed more than 100K in inventory from eBay and are on track to be off this platform by the end of September. I know this doesn't make you feel any better about how unfairly you were treated by eBay but leaving this site is really the only option as they have completely given up on treating sellers fairly.

[yuncreations]

wow this is terrible! have you talked to ebay on the phone. I would continue appealing and trying to fix it. Not fair!!

[ryeagle]

I have not talked with them on the phone, only email. Would talking on the phone be a better option?

[myescape]

If buyer had closed the case he would not have not been able open another.Doing that would not have been in his best interest.

You should have waited refunded upon return and have buyer rebuy

[ryeagle]

It is a shame. This is the 3rd case in the last year that was decided in the buyers favor that should not have been. I do sell on other platforms as well but there is are certain things that are better sold on EBay. I get better prices and lower fees on Amazon, but you need to sell Grade A or new to minimize potential returns. On Ebay, you can sell lower grade items that would not sell well on Amazon and other sites.

[everything-from-trinkets-to-treasures]

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@ryeagle wrote:

I have an extremely frustrating case that I wanted to share to see if anyone else has ideas on what to do.

About 2 weeks ago I shipped out a computer and it got damaged in transit. The buyer reached out to me and showed me a picture of the damage. I asked him if he would be willing to keep the computer if I gave him a discount and he said he would rather return it since he needed a working computer. He also asked if I had the same computer in stock and whether we could exchange. I told him I no longer had that model in stock and  I suggested he create a return request (which he did) and I went ahead and authorized the return. The next day, I bought some more computers and one of the computers was the same model that he got. I reached out to him and let him know that I may have a replacement for him. But since his originak return request did not include an exchange option, he should close the original request and open up a new one with the replacement option. He agreed and thanked me for letting him know. He closed the request as expected. About 4 hours later, I get an email from EBay saying that the buyer opened up a case about the return. 2 hours after that, I get an email from EBay stating that the case was decided in the buyers favor.

I reached out to the buyer and asked why he opened up a case instead of a new return. He said he was not able to recreate the return and he wasn't sure how to do it. In the meantime, EBay sent an email about the original return being closed and instructed the buyer to escalate the issue and EBay would investigate it. Since the buyer did not know what to do, he escalated it. That created the case that EBay decided in the buyers favor and gave me a defect on my performance report. I have sent 4 emails to EBay appealing this whole thing saying that I should not receive a defect on this. The buyer and I had a resolution and that the only reason a case was opened was because the buyer did not knwo what to do. Even though there was a clear resolution, EBay has denied my appeal. 

I feel this is extremely unfair and I should not have received this defect. But EBay states that once an appeal is found in a buyers favor, it cannot be removed as a defect. Has anyone else ever been hit with an unfair defect and was successful in getting it reversed even after it was marked a defeft? Any suggestions would be greatly appreciated. This defect will cost me at least $3k in higher selling fees.

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"One defect" should not hurt your TRS standing, discounts or cause you higher fees etc

[ryeagle]

I have 3 in the last year, and all of them are wrong decisions. I am at .31% for my defect performance. Will not be able to have enough transactions to get to .30% until mid September.

[dhbookds]

ARe all the emails in ebay messages?  If so, you might try contacting a facebook blue on the Ebay for Business page.......they can sometimes straighten out individual problems.......

[fashunu4eeuh]

The buyer does not have the option to change the return case to an exchange, but you did.  Unfortunately, this return was mishandled on your end. Sorry.

“How to offer a replacement or exchange

1. Go to your Returns dashboard - opens in new window or tab.
2. Select View return details beside the item.
3. Select Offer a replacement or exchangeand then Continue.
4. On the next page, enter your offer to replace or exchange the item and select Send.”

https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests?id=4115

[everything-from-trinkets-to-treasures]

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@ryeagle wrote:
I have 3 in the last year, and all of them are wrong decisions. I am at .31% for my defect performance. Will not be able to have enough transactions to get to .30% until mid September.

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You can try to keep fighting it. I would try but don't hold your breath. You will need to take this to a supervisor or team leader preferably in the US. ...which is next to impossible...otherwise it is like banging your head against the wall and goes no where fast.
You cannot even get them to focus on the problem let alone fix it.

[ed8108]

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@ryeagle wrote:

EBay has denied my appeal.  

I feel this is extremely unfair and I should not have received this defect.

  This defect will cost me at least $3k in higher selling fees.

_____________________________

Wow, interesting in that may give the appearance (speculation) of ebay possibly having some financial interest in the case outcome?