eBay CS fail - They don't follow their own set rules. Proof.

[oldwestgold]

Vent # 3,018

I sold a PCGS certified coin item a month ago. Here are the facts:

#1. Listed $210. The buyer made an offer for $150 I reluctantly accepted. Big discount.

#2. The buyer receives the item. 2 days later opens a return - found cheaper. Buyer remorse. I accepted HIS price offer. DUH.

#3. eBay fail #1. eBay automatically approves the return. I contact ebay and a Returns Supervisor agrees with me that this should NOT have been an automatic return and that I should have had the option to approve or disapprove the return. Documented in the chat transcript received. eBay removes the return from my seller hub as I no longer see it and I do nothing more other than to send the buyer an eBay message that it will not be accepted if returned and explain why.

#4. 2 weeks go by and nothing more. Today I receive a message that the item is at my PO but a scan shows that it was received in damaged condition. I go up to review the damage, the PCGS certified sealed holder is crushed. No insurance was purchased by the buyer because eBay provided him the label, NOT me. I had no knowledge of this until now. I do NOT pick up the item but return home to call eBay for guidance.

#5. eBay fail #2. I talked to CS, he reviews all the notes to verify the past eBay communications. It should not have been automatic - confirmed. The buyer complained to eBay and eBay sent the return label with no insurance. eBay's stance has always been whoever mails the item they are responsible for filing any claim. eBay CS admits this but rules that in essence I am offering FREE returns with this case! REALLY?!? I DO NOT offer free returns and never have. I offer free shipping. The buyer pays for returns, especially since this was a buyer remorse return. To have it re-holdered by PCGS it will cost between $30-$50 including postage both ways not to mention my time and a 2-month turnaround. 

I am ALWAYS cautious about eBay newbies as this one had 0 FB when he purchased this. Luckily I only receive about 1-2 returns a year, if that. I blocked his eBay ID as I don't need these types of customers. I'm sure some sellers do, but I don't. That is up to each seller on how to run his or her business.

So, I will be holding back up to 50% as the CS told me I could to cover the damaged return that eBay incorrectly approved. Their words, not mine. Just why is it eBay makes the rules and can't follow them? If they screwed-up they should have the professionalism and courtesy to do the right thing and own it. Is that too much to ask? In this case, the answer is an obvious "YES". I will step off the podium now as I have vented enough. 

Be safe, don't run with scissors, don't eat yellow snow, wear a face mask, and whatever anyone else tells you to do. Just don't depend on eBay to follow their own rules. Have a good day.

[kennys-kollectibles]

It' funny how ebay has such liberal return policies when it's not thier money

or merchandise that is getting ripped off. 

Fine, if ebay wants to have these kinds of policies, then they should step

up and eat the cost... Ebay is making as much money as water flows over Niagara falls, 

so they should pay up when things go south.  

[coffeebean832]

Now that we got more information, this is what it looks like happened-

The buyer made an offer, you accepted and shipped. The buyer found a lower price so they opened a remorse return. You have a return policy so the system auto-accepted the return (which is standard process). The first CS rep gave you wrong info when they said it shouldn't have been auto-accepted. You can't deny a remorse return filed within your return policy. Well- you can reject the return but you still have to refund.

The return request remained open, but you thought it was closed because of a Seller Hub display glitch. I'm assuming you never got any e-mail confirmation that the return was closed- you just thought it was closed because of the display glitch and your call with CS.

When the return was approved the buyer paid for an eBay generated return shipping label provided through the return request. The item was damaged in shipping. Since you said it was filed as buyers remorse- the buyer is the one who chose the shipping service and is responsible for the damage.

Having said that- since you're allowed to issue a partial refund and you're not out any money doing this then I would issue the partial refund and be done with it. The buyer is losing part of their refund for the way it was packed and shipped- if they're upset they can buy their own insured label next time. USPS insurance isn't something you have to worry about on this one since the TRS protections are covering you.