eBay, knowingly ignoring policy for buyers and not for seller

[dbensavage]

First, I’ll start with I’m a 21 year seller on eBay, mostly as power seller and have been running through just under 100K per year. 

Today I had a dispute with a buyer who before buying asked if I would combine shipping on multiple orders to save him some money. I said no. He then purchased 4 items and paid in full.  I shipped the order in one box. He immediately after receiving the package messaged me and said he would leave negative feedback if I didn’t give home a partial refund. I refused as this is “Feedback Extortion” . He then filed a return claim stating the “Item was not as described” but typed in his reason was that the seller refused to give a partial refund(again, against eBay policy). I call eBay and they said no problem they would take care of it as he was in the wrong for the feedback extortion AND abusing the return system. I was told to do nothing and that if he asked us (eBay) to step in for help, we (eBay) will decline the return. This weekend I get an email from ebay saying the buyer asked them to step in. A few minutes later I get another email from ebay saying they decided in favor of the buyer and have pulled the money from my account and the item would be returned. By the way, my item had no returns. I called eBay back and they try to give me every excuse in the book and they are letting the buyer return the item. I asked to talk to a supervisor. I start recording my conversation and wait for him to come on the line. He admits that I have done nothing wrong and haven’t gone against any eBay policy but that the seller has. I ask him, “is what your doing right or legal?” He answers “no” but still won’t change his decision. 

Ebay is allowing sellers a no returns option on the listing but is telling buyers exactly how to circumvent that policy by lying. Even when they have it in writing from the buyer in this case. Legally this doesn’t stand. 

20 years ago our company would not have survived without eBay. Thankfully  today we can do without. The board is suppose to be working for the share holders but obviously they do not care about my contribution to the company over the last 21 year span. Over the last few years we have listed less and less  on eBay because of a few issues like this. It’s not about money, it’s about integrity of following your own policy and doing what right and legal. They (eBay) don’t seem to care… 

[kensgiftshop]

@dbensavage 

As you've found out a no return policy is pretty much worthless. Don't know why they still have it?

When a buyer files an INAD, it doesn't matter what they put in the notes or messages, Ebay will side with the buyer.

Since you waited and let Ebay decide, you also got a defect and you're lucky if they required the buyer to return the items.

[mega-ma-roo]

"Today I had a dispute with a buyer who before buying asked if I would combine shipping on multiple orders to save him some money. I said no. He then purchased 4 items and paid in full.  I shipped the order in one box."

Seriously? You refused to combine shipping and then did it anyway? Wow. Just wow.

[calntom]

"He then filed a return claim stating the “Item was not as described” but typed in his reason was that the seller refused to give a partial refund(again, against eBay policy"

No matter what a phone rep or supervisor tells a seller, when the buyer files INAD, the seller is on the ropes.  It does not matter what the buyer typed anywhere. The seller has to except the return, provide a prepaid label, IF, the seller wants the items back before refunding. 

When the automagic eBay bot steps in and refunds the buyer, it is game over for that transaction as far as eBay is concerned.

[pburn]

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@dbensavage wrote:

Today I had a dispute with a buyer who before buying asked if I would combine shipping on multiple orders to save him some money. I said no. He then purchased 4 items and paid in full.  I shipped the order in one box. 

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@dbensavage 

Wait--you mean to say you wouldn't offer the buyer combined shipping on four purchases but then you shipped everything in one box? What was the dollar-amount difference between what the buyer paid for shipping on four transactions and what the shipping on one box actually cost you?

[transamcc]

You refused to give buyer combined shipping at a better price and did it ANYWAY without passing on the savings?   WOW,  some attitude.

[pburn]

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@transamcc wrote:

You refused to give buyer combined shipping at a better price and did it ANYWAY without passing on the savings?   WOW,  some attitude.

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Still hoping against all hope that eBay develops a Blocked Sellers List.

[pburn]

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@dbensavage wrote:

"Today I had a dispute with a buyer who before buying asked if I would combine shipping on multiple orders to save him some money. I said no. He then purchased 4 items and paid in full.  I shipped the order in one box."

"I start recording my conversation and wait for him to come on the line."

" . . . it’s about integrity of following your own policy and doing what right . . . "

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So, you refuse to combine shipping for a buyer, but ship in one box. You record telephone conversations apparently without the other party's knowledge or consent.

And you're critical of eBay's integrity? And doing what's right?

[1786davycrockett]

Since you had refused to discount the shipping charges, your buyer then expected to receive four separate shipments, as that is what was written in your four product descriptions.

Since you instead shipped ALL four items in only ONE box, the buyer indeed did not receive what he had ordered -- in other words, items "not as described" -- the buyer had paid for and expected to receive FOUR boxes; and instead received only ONE.  You pocketed the additional shipping charges, and the buyer was not left "whole."

This is similar to the seller who advertises to ship an item at USPS Priority, but after the sale ships at USPS Media instead, pocketing the difference in shipping charges.

Don't business schools teach the concept of "leaving the customer whole" anymore?!?

[slippinjimmy]

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@transamcc wrote:

You refused to give buyer combined shipping at a better price and did it ANYWAY without passing on the savings?   WOW,  some attitude.

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It's this type of thing which has been going on forever that drives buyers away from eBay.

I've had a couple of situations where combining items did not save me a single penny for shipping, even so I've offered buyers a very modest discount because two items sold is better than just one. Generally for those occasions I've been asked in advance about combined discounts and have politely explained in simple terms why the particular combination the buyer wanted would not get them my usual heavily discounted combined rates....they have always been understanding and happy to get even a very small discount.

MAYBE the OP had a similar situation........I'm doubtful that is true given they charge $5.65 (and UP) to ship a SINGLE 8.5 x 11 sheet of paper!

[jahood1984]

Unfortunately you believed eBay CS REPs, they will say anything to get you off the phone.  I almost am certain it's like call centers I worked at where the want to keep calls under a certain time frame.  When they opened the case you should of just offered to give them the shipping savings and only bc you essentially combine shipped anyway.  Not that you didn't have the right to or to make a bit more money, though not something I'd of done.  You could of reported them after for return abuse and feedback extortion, you'd be out the extra shipping savings but better than where you are now.  It Sounds like you didn't send a return label and eBay stepped in, that leads to a full refund and no item for seller everytime.  

[albertabrightalberta]

@dbensavage 

With apologies to Elizabeth Barrett Browning, I dedicate the following to you: 

"How did I mess up?

Let me count the ways.
I messed up by telling my buyer I don't combine shipping.

I messed up by combining shipping anyway.

I messed up by taking advantage of my buyer by making them pay 4-times the shipping cost without refunding the huge overpayment. 

I messed up by recording a phone call with CS and not telling them I was doing so.

I messed up by not resolving a NAD case on my own. 

I messed up by waiting until the buyer escalated the case and ebay had to step in to resolve it

I messed up by coming to the community and outing myself as one of the types of sellers that forces ebay to be so buyer-centric." 

[inhawaii]

As you can see now, your refusal to combine shipping charges then ship the orders in the same box was totally WRONG!

The moment you declined the return and asked ebay to step in, also WRONG! You've been around long enough to know that.

[rosachs]

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@pburn wrote:

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@dbensavage wrote:

"Today I had a dispute with a buyer who before buying asked if I would combine shipping on multiple orders to save him some money. I said no. He then purchased 4 items and paid in full.  I shipped the order in one box."

"I start recording my conversation and wait for him to come on the line."

" . . . it’s about integrity of following your own policy and doing what right . . . "

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So, you refuse to combine shipping for a buyer, but ship in one box. You record telephone conversations apparently without the other party's knowledge or consent.

And you're critical of eBay's integrity? And doing what's right?

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Depending on the State you live in, only one party to the call needs to be aware the call is being recorded for the recording to be legal.  Tennessee is this way, as are many other states.  And I would think that State law would supersede eBay's policies/terms in this case.  Companies don't like their CSR's to be recorded because the Legal Department can't preview and "adjust" what is said, providing CYA for the company.  But many states feel that the consumer's right to document company abuses is more important.

-Bob.

[southern*sweet*tea]

I knew this was going to be bad for the OP when I read "I'm a 21 year seller".