eBay

michael_atw · ‎03-22-2018

Just got off a 45-minute phone call over a SNAD request.

In the case log, I can prove that the buyer either is mistaken or is lying about the item I sold.

I contacted customer service; my intention was to get a resolution before they escalated. The resolution being I get it changed to "buyers remorse". This used to be a course of action - as the escalated rendered the case automatic until resolution.

Now, the CSR told me they can never, in 100% of circumstances "in the 'seller make it right' period" do anything with regards to altering the request. The only time they can - as he said, my two options are - to accept the return and then appeal or wait for the escalation and appeal.

Basically, this is eBay now coercing (forcing) buyers to accept returns under what could be fraudulent circumstances. Since eBay admitted to me on the phone that they "can't know the truth" about who is right or wrong (lie), then this same concept applies if I appeal later and claim something like, "they sent me a brick back" or an empty box.

This is a new policy he claims. I asked him if there was anyone who can reach in and look at the case and make an assessment. He said, "no". So I said it is automated. He denied it is automated. I believe now the case is totally automated until a resolution.

I told him anyone can abuse this system for fun. I can open a couple requests a year as a buyer just to damage someone's account or cost them money.

He used the analogy of Wal-Mart's return policies (no kidding). That was after I told him I was business.

Unbelievable. This is directly related to them appeasing buyers and directly related to them trying to save money. It costs money to pay people to judge cases. Now, they never have to. Unless there is an appeal - but guess what? What difference does it make whether they investigate now or later? He refused to answer.

I've had so many return requests (a couple I resolved normally, the rest are wack) in the last couple weeks that I don't want to do it anymore. I am hereby, in response to eBay's apathy towards me, culling off my purchases on ebay (which were part of my business) significantly (probably by 2/3 or more) and filing my inventory out. In addition, I will more aggressively use alternative venues.  My selling/buying categories have already been reduced by a competitor (someone equally as trashy to sellers but certainly has been appealing to buyers to the point that ebay halved their FVFs in that category). I have ways and means to make you lose revenue, eBay. You're not the only rat in the basement.

timemachine777 · ‎03-22-2018

eBay wants to always side with a buyer as much a possible, and as fast as possible.

timemachine777 · ‎03-22-2018

@michael_atw

I almost forgot. You can go to your account and go to return preferences and turn off automatic returns.

michael_atw · ‎03-22-2018

I don't have auto-returns.

fishzlot · ‎03-22-2018

Don't take it personal, but if you're getting a lot of returns you need to change your products and/or descriptions. And you should know by now that Ebay is always going to rule in the buyer's favor on a return. They want refunds done, they want it done quick. They can even return the wrong item and Ebay will take their side! It happened to me. I'll never forget a poster here who was ripped off for a new watch by a buyer who sent back a different one and said "A buyer can s--t in a box and send it back and still get refunded." Funny and sad at the same time because it's actually true. You could never prove to Ebay that you got s--t in a box. They will not take your word. They say they police their ranks but they don't. At least they don't do so in timely fashion. I witnessed a Russian software pirate defrauding Microsoft on the Ebay site for over 2 months and make thousands of dollars before being removed. He'd sell pirated copies of games and buyers would find it wasn't even in English. Ebay would just refund complainers, but, curiously, allowed the offender to have multiple listings for weeks after they were reported. Here's my advice: Tweak your store to try to eliminate returns. Get past the problem buyers by selling more stuff to other people. Getting the green helps you forget about being mad. Block 'em and move on. You can find a list of problem buyers to block on the internet. I've cussed at Ebay probably more than anyone in 17 years. But I look at what I've bought with the money I've made here and I know I'll never quit. The aggravation is worth it.

18704d · ‎03-22-2018

"I contacted customer service; my intention was to get a resolution before they escalated. The resolution being I get it changed to "buyers remorse".

...
Now, the CSR told me they can never, in 100% of circumstances "in the 'seller make it right' period" do anything with regards to altering the request. The only time they can - as he said, my two options are - to accept the return and then appeal or wait for the escalation and appeal.

Basically, this is eBay now coercing (forcing) buyers to accept returns under what could be fraudulent circumstances. Since eBay admitted to me on the phone ..."

--------------

But then again,

you can simply call again... and Another CSR

could tell you just the opposite.

Right?

fwiw,

Lynn

Lynn

You love me for everything you hate me for

.

timemachine777 · ‎03-22-2018

@michael_atwwrote:
I don't have auto-returns.

You might want to check your preferences since eBay has a habit of turning on stuff without the members knowledge.

michael_atw · ‎03-23-2018

It's an anomaly.

If I get returns because INTL buyers didn't fill out their name properly, it has nothing to do with me. Don't assume.

michael_atw · ‎03-23-2018

If that's the case, then this is a disgusting place to do any business. If I have to spend hours on the phone in the hope there is someone else who tells me something different, then this place is screwed up. You just prove my point further. My time is worth money.

michael_atw · ‎03-23-2018

It's not on. They don't automatically accept. My point was ebay no longer wants to do anything with regards to resolution processes. I.e. that when a CSR says they "have no options" and can't do anything, it means either they are lying or the process is automatic now. He said it was baked into the system - which means auto.

tamaralea · ‎03-23-2018

I have never have auto returns, either, but just got one. eBay changed something recently. Mine is being returned because it "did not fit". Will they expect me to pay the return postage, too?

michael_atw · ‎03-23-2018

I'm glad mine isn't rolling like that yet. I leave town sometimes and would like to take a day or two off; if I get a return during that time and it happens to move fast, I might never even know it arrived before it actually does.

Let me/us know what happens to you. We are now being forced to be at the buyer's whim.

I still cannot believe the conversation I had. I (and you) am/are now being forced to accept all returns by ebay coercion.

I am just going to call up the wall and demand eBay pay for their **bleep** process.

d-k_treasures · ‎03-23-2018

@tamaraleawrote:
I have never have auto returns, either, but just got one. eBay changed something recently. Mine is being returned because it "did not fit". Will they expect me to pay the return postage, too?

That they changed - if you accept returns, and the buyer files a remorse return, it's accepted. Buyer pays shipping, if that's how you have it set up for remorse.

_____________________________
"Nothing is obvious to the oblivious"

michael_atw · ‎03-23-2018

Buyers just simply avoid a remorse return - like I had two do to me in the last week. One claimed "counterfeit" which isn't true and one claimed it was SNAD when it wasn't.

The CSR made clear to me I am now forced to accept those returns because eBay will do nothing to fix them before they are processed through.

lintbrush* · ‎03-23-2018

You're right. It did change. There is now no more intervening before the 3 business day timeline. I don't understand why it was done for a clear cut case of remorse like "Hey, I don't like this but I don't want to pay to return it," but they did it.

You have options still, but it has to wait until the escalation period. There should be some message trail in the return request where you state to the buyer the reason their SNAD is inaccurate. After the 3 days, you should be able to call and have it viewed by human eyes for the decision to convert it. You just have to hope your buyer doesn't beat you to it.

It makes little sense to me to do it this way... a race to CSR when it's clear abuse of the MBG. Abuse of the MBG (fraud) should be a top priority to eBay.