eBay

star.fighter · ‎02-28-2019

can anyone clarify that for me? thanks!

extrememobility · ‎02-28-2019

Depends entirely how you handled the request? it would work in your favor if you have a 100% feedback score and you call customer service (returns)with your concerns . Good Luck!

star.fighter · ‎02-28-2019

@extrememobility wrote:
Depends entirely how you handled the request? it would work in your favor if you have a 100% feedback score and you call customer service (returns)with your concerns . Good Luck!

Just to clarify... i am the Buyer and i want to return an item that was damaged in shipment. however, i do not want to hurt the seller if that is what happens. that is not clear to me. thanks!

southern*sweet*tea · ‎02-28-2019

It won't hurt them if they handle it properly by promptly refunding when they get the item back.

It will hurt them if they try to deny the return and you have to have Ebay step in.

The easier you are to offend the easier you are to control.

We seem to be getting closer and closer to a situation where nobody is responsible for what they did but we are all responsible for what somebody else did. - Thomas Sowell

threshold.sales.group · ‎02-28-2019

Yes, it will count against the seller's SNAD return % (Returns for shipping damage are considered as SNAD. ) Too many of those and the seller will be rewarded with a 40% increase in fees.

cashvaluerecovery2011 · ‎02-28-2019

Star fighter first thanks for being the standout of buyers. Most just do not give a darn. I will put it bluntly for ya. There is almost nothing a buyer can do that doesnt hurt a seller other than pay and be happy. Ebay makes extra money now when we encounter almost any issue so its in ebays best interest to make everything an issue.

You are fully protected by ebay and paypal and the vast vast majority of sellers want you protected and happy as well. Ebay has made it very easy to request a return and basically any of those options hurts the seller. You can also contact the seller through messages and just be upfront and honest and see if they will work with you. Dont cut yourself short either though. If its damaged its damaged and buyers do not have to pay for that here.

mam98031 · ‎02-28-2019

What a nice buyer you are. VERY considerate of you, but really you should do what is best for you. I say that as a seller. You have a legitimate reason to open a claim, so if you feel the need, that is exactly what you need to do.

You may want to reach out to your seller first and tell them what is going on. As a seller I always appreciate the communication first. To me it just seems more polite.

I will share this with you, NOT because I want to discourage to your open a claim, but simply because you asked. I urge you to do what it right for you.

As to the claim. It is unfortunate, but Ebay now has two different ways in which they can hold them against a seller. Very sad, but very true.

There are two different ways in which a claim can or will count against a seller. One is in the monthly Evaluation of a seller and the other type is in the Service Metrics.

One way is if you were to file a claim and the seller was non responsive or didn't respond in a way that ultimately gets you the refund, after a few days, you can escalate the claim to Ebay. Ebay will then decide the claim for the seller. Most of the time Ebay will rule in favor of the buyer, give you a label to return the item, once the item is received by the seller, Ebay will force the refund from the seller's money. Or they may not require a return at all and just refund you the money out of the seller's monies. If this happens, this claim will count against the seller.

If the seller had of resolved this claim with you without your need to escalate the case, it would only count against the seller once in a policy called the Service Metrics.

The Service Metrics policy is where the mere fact a SNAD/INAD claim is filed counts towards this metrics that compares seller to their peer groups. It is a little complicated and I won't go into detail. Just saying that it exists and it doesn't matter what the outcome of the claim is, it is the mere fact it was opened.

AGAIN I am NOT trying to steer you away from filing your claim. You asked some questions and I was merely trying to answer them.

Contact your seller, see what they have to say and then decide what is BEST FOR YOU!!!!

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

fashunu4eeuh · ‎02-28-2019

@star.fighter wrote:
can anyone clarify that for me? thanks!

Hi, just so you know, eBay considers damage in shipping to be the seller’s responsibility. Seller is the one who chooses the carrier and packs the item for shipping, so there is some basis for it. Sometimes it may not really be the seller’s fault though, even if eBay considers it so.

Also, eBay has begun to consider any return as an undesirable thing and takes note of it in the seller’s metrics when evaluating her service to the customer.

So while it is unfortunate, there is really no way for you to prevent a mark against the seller when there is shipping damage. You have a legitimate concern snd need to be made whole. If the seller is a good one, one return shouldn't hurt their account in a significant way. But it is very kind of you to make the inquiry.

gamersbaystore · ‎02-28-2019

Not if they leave you positive feedback, then it doesn't seem to count. At least that's what I saw from my own seller metrics. Last month a buyer bought a game, said it was not as described, then returned it.

He later left positive feedback, admitted the issue was with his console and not my game, and ebay didn't give me a defect for it. My transaction defect rate remains at 0%.

fashunu4eeuh · ‎03-01-2019

@gamersbaystore wrote:
Not if they leave you positive feedback, then it doesn't seem to count. At least that's what I saw from my own seller metrics. Last month a buyer bought a game, said it was not as described, then returned it.

He later left positive feedback, admitted the issue was with his console and not my game, and ebay didn't give me a defect for it. My transaction defect rate remains at 0%.

The defect is only given if the seller is non-responsive in some way and eBay has to step in and force the refund. I am assuming you gave the refund without involving eBay?

mam98031 · ‎03-01-2019

@gamersbaystore wrote:
Not if they leave you positive feedback, then it doesn't seem to count. At least that's what I saw from my own seller metrics. Last month a buyer bought a game, said it was not as described, then returned it.

He later left positive feedback, admitted the issue was with his console and not my game, and ebay didn't give me a defect for it. My transaction defect rate remains at 0%.

What? What does FB have to do with if a claim is counted against a seller or not. That is NOT at all how it works.

The Service Metrics is NOT the same thing as a Defect. Those are two different things and two different ways in which Ebay makes determinations about its sellers.

If you resolved your case with this buyer WITHOUT the buyer having to escalate the claim to Ebay, that is why you did NOT get a defect. It has NOTHING to do with FB.

But the mere fact the claim was opened is counted in the Service Metrics no matter the outcome or if a buyer says all is OK. You however are a small enough seller that the Service Metrics may not be negatively impacting you at this time as you need 10+ SNADs in a single category before it kicks in.

@gamersbaystore

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

pjcdn2005 · ‎03-01-2019

It has nothing to do with feedback being left. As other posters have mentioned, a defect is given only if the seller fights the return and eBay has to step in.

But all not as described returns count in your service metrics which are different than defects.

https://www.ebay.com/sh/prf/service-metrics

vejtrjojbvs0 · ‎03-01-2019

I would contact the seller first and shortly explain the situation.

If the seller were me I would immediately do one of two things:

1. If the item wasn't worth much I would ask you to open a return and then I would refund your money within 24 hours of the return opening, I may even go so far as to specifically ask you NOT to ship it back (yes it saves me money as I have to pay for that label and there's no sense if you say it's broken).

2. I would file an insurance claim with the shipping company (USPS in my case) and within a reasonable timeframe (usually 5 days or less) refund your money.

That being said you could give this seller an opportunity to make things right, knowing you have 30 days from receipt of item to open a "not as described" return... I say contact the seller and keep the "NAD" return as a backup plan, if the seller is willing to help then this can be resolved that way, if not ebay has your back.

You can't lose, just don't go past 30 days without a refund.

star.fighter · ‎03-01-2019

@vejtrjojbvs0 wrote:
I would contact the seller first and shortly explain the situation.
If the seller were me I would immediately do one of two things:
1. If the item wasn't worth much I would ask you to open a return and then I would refund your money within 24 hours of the return opening, I may even go so far as to specifically ask you NOT to ship it back (yes it saves me money as I have to pay for that label and there's no sense if you say it's broken).
2. I would file an insurance claim with the shipping company (USPS in my case) and within a reasonable timeframe (usually 5 days or less) refund your money.

That being said you could give this seller an opportunity to make things right, knowing you have 30 days from receipt of item to open a "not as described" return... I say contact the seller and keep the "NAD" return as a backup plan, if the seller is willing to help then this can be resolved that way, if not ebay has your back.

You can't lose, just don't go past 30 days without a refund.

I need to give more details... i have already contacted the seller. the seller does have a 30-day return policy for remorse buyers (where buyer pays shipping), but this was clearly shipping damage--i already sent images of the box and item. i purposely did NOT click on the 'not as described' because it was so obviously damaged in shipping. you sellers might try ragging on ebay to have a shipping category that is separate from not-as-described. from a buyer's perspective, i have tried to get them to do that, but believe me...they don't always listen to buyers either!

trouble is... the seller wants me to send my email for a return label, rather than working within the ebay system. i am not comfortable with that (notice how paypal has stopped showing emails), so i am now leaning toward just using the 30-day return and paying the shipping myself.

i would have just used the 'not as described' if it didn't hurt the seller. it would be just that seller's luck that the shipping companies damaged another item and if we all did NAD, then if ebay counts that as a strike, the seller would be penalized.

i do a TON of buying, and i have been on here a long time. i want ebay sellers to succeed. i need you guys 🙂

star.fighter · ‎03-01-2019

@mam98031 wrote:
What a nice buyer you are. VERY considerate of you, but really you should do what is best for you. I say that as a seller. You have a legitimate reason to open a claim, so if you feel the need, that is exactly what you need to do.

thank you! what a thoughtful, detailed response 🙂 i need to clarify that i have been in touch with the seller, and the seller is being very helpful. however, the seller has requested my email address for a return rather than going through the ebay system. that makes me as a buyer not comfortable.

the seller has been professional otherwise throughout, so no issues with the seller at this point. it was obvious damage by the shipping carrier-easy to get the pics showing that. i just am not comfortable sending my email--even paypal does not show emails anymore.

i think i am going to just use the seller's 30-day return and pay for it myself. i understand why the seller needs to send an image of the return shipping label, but i don't like giving out my email.

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how do you guys handle return labels NOT generated by ebay?

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that is prob a question i need to be asking.

thank you!