eBay refuses to honor Seller Protection

[westframes]

1) Buyer orders the item, changes her mind, opens a return request as soon we ship her order.

2) Buyer opens case dispute, refuses to return the item, and wants a refund. eBay informs the buyer that she needs to pay for return shipping as this is a buyer s remorse issue. (Item is shipped & delivered on time in brand new condition, as eBay expected from my seller account)

3) Buyer leaves negative feedback & eBay removes.

4) Buyer then file a credit card chargeback gets a full refund of $550, without having to return the item for the reason "didn't get a refund"

I received an email from eBay stating that this transaction doesn't qualify for eBay Seller Protection & claims that they cannot make the buyer return the item. The item was shipped on time as scheduled, delivered on time, arrived in brand new condition, and accepted the buyer's return request. eBay informed the buyer including myself as the seller that the buyer needs to pay for the return shipping as this is a buyer's remorse return request. 

From eBay customer chat support: "Once they request for a refund they need to return the item first and that is our return policy."

After selling on eBay for 19 years,  eBay refuses to honor the Seller Protection when this transaction clearly qualifies. eBay debited the funds out of my account and refuses to protect my seller account. 

What can I do next? Any help is much appreciated! Thanks!

[dentalsales4u]

I had one just like this a while back.

eBay finally refunded me a few weeks later.

I showed I shipped to the address requested and I also had signature required on my shipment.

It showed delivered and signed for.

Buyer files a c/c dispute stating did not receive refund. Their c/c company refunded them.

I contacted eBay and stated that there was no return for a refund, not even a case opened, therefore, there should be no refund.

I thought I had lost the case, but eBay did make me whole a few weeks later.

I don't think it's eBay, it's the credit card processor that isn't fighting for the seller.

They are the ones who are suppose to submit the information to the bank on disputes and I don't believe they do anything.

In the 20 years I've been doing this on eBay and at our B&M store, I had NEVER lost a c/c dispute until I was with Managed Payments. They don't do ANYTHING for the seller regarding disputes! It's like they just roll over and say ok, here's your money.....move on to the next. It's no skin off their nose, so they don't care IMHO

[7606dennis]

It sounds like eBay has done all they could under the MBG.  However, based on what you've stated it sounds like the buyer has committed both credit card fraud and mail fraud if the item was sent using the USPS.  Reporting to the USPS postal inspectors and/or the internet fraud agency may be in order.

[tools*]

Dispute the $550 debit with your bank as fraudulent.

[monster-deals]

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@tools* wrote:

Dispute the $550 debit with your bank as fraudulent.

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Yes but only if you want your credit ruined by being sent to collections as well as getting kicked off ebay.

[ittybitnot]

From eBay customer chat support: "Once they request for a refund they need to return the item first and that is our return policy."

@westframes 

That is the policy for eBay claims.  When they file a Payment Dispute (aka chargeback) , those policies no longer apply.  A return is no longer required for the buyer to get their refund from your proceeds.  Generally, especially if you are dealing with the regular low tier outsourced eBay customer service,  you are given the usual excuses:

 ebay has no control

it is the credit card company and nothing we can do

once the financial institution has made their decision, we comply with it.

When a buyer opens a case with their payment source (aka chargeback) any eBay claim they made becomes void.   Buyers know this and find it more profitable than filing an eBay claim. 

You can appeal this decision, based on the fact that you did accept the return via the eBay claim, and nothing was returned.  Most appeals are denied, however, and will revert to the above excuses. 

Though they often will not deal with managed payments issues, you may get better help via  using the big blue SEND MESSAGE button on this page: 

https://www.facebook.com/eBayForBusiness

This is a higher tier customer service that actually has the authority to help you, or at least direct you to the people  that can.  Include your name, contact info, User ID, transaction number etc. and upload any supporting evidence you have of accepting the return in the first place and the subsequent decision made by the card company when nothing has been returned for refund. 

Good luck! 

[westframes]

I submitted my case through the link and they directed me to the ebay managed payment team.

The agent remarks:

If there was an option on our end I would have definitely helped you further with it, but as the case was opened outside our entity and buyers financial institution was the one who reviewed and closed case, I deeply regret to say we do not have much options on our end.

You can file a complaint with the Internet Crime Complaint Center (IC3), which reviews complaints and works with the appropriate local, state, or federal agency. To file a complaint, go to http://www.ic3.gov.

I would also recommend contacting the police in your area, to get the item returned.

I will escalate the buyer account details to our internal team for review so that required action can be taken on their account, which can be restrictions or suspension on their account.

I will report this buyer to the Internet Crime Complaint Center including filing a police report on credit card fraud/theft.

Thank you all for your help!

[dolcetreasures]

The buyer committed fraud and needs to be punished. You have her info. Use it. 

[uniwarehousewares]

The biggest issue is ebay customer service, i am not sure if you have standard customer service or merchant customer service or concierge customer service. standard customer service is biggest issue that is reason their wrong decisions causing sellers and buyers to leave the platform. instead of doing outsourcing people ebay should have local customer service people from with in US. i have deal with standard customer service , they are terrible. 

you should appeal for the decision and reach to right department. standard customer service agent are bound to policy  like other are but they are not well trained about policies and as result its causing damage to ebay.

[7606dennis]

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@uniwarehousewares wrote:

The biggest issue is ebay customer service, i am not sure if you have standard customer service or merchant customer service or concierge customer service. standard customer service is biggest issue that is reason their wrong decisions causing sellers and buyers to leave the platform. instead of doing outsourcing people ebay should have local customer service people from with in US. i have deal with standard customer service , they are terrible. 

you should appeal for the decision and reach to right department. standard customer service agent are bound to policy  like other are but they are not well trained about policies and as result its causing damage to ebay.

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I'm not following your reasoning.  If the buyer is committing fraud it is a matter for law enforcement.  I don't think eBay's customer service would be able to help in that case unless they were required to furnish documentation for an investigation.

[coolections]

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@westframes wrote:

What can I do next? Any help is much appreciated! Thanks!

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Make sure you let the buyer return the item so this does not happen again.

[free.deal]

OP may need take the buyer to small claim court to get the money if eBay refuses to help. It sounds you have enough proof to get your money back.

[shado-x]

Buyer opens case dispute, refuses to return the item, and wants a refund. eBay informs the buyer that she needs to pay for return shipping as this is a buyer s remorse issue.

How come you were unable to issue a return pre-paid label with this first, rather than eBay informing the buyer that ["she"] had to pay for shipping?  And is there any written communication that the buyer stated she refused to return it?  Finally, was that eBay case dispute closed before the escalation?  Thanks.

[southern*sweet*tea]

You're dealing with a chargeback.

All the buyer has to do is show that he or she ATTEMPTED to return the item. She did attempt, even if by Ebay's rules she had to pay. Doesn't matter if she didn't pay and didn't return the item - she made the attempt.   In a charge back case you lose, even if it was a buyer's remorse return and by Ebay's rules you can make the buyer pay return shipping.  Your buyer didn't want to pay return shipping and opened a buyer's remorse case instead.  Doesn't matter to the credit card company.

Venue rules don't matter when a chargeback is opened.

[westframes]

She requested to cancel the transaction once the item was marked shipped, then she open the return request ( I accepted),  then opens a case & I accepted and asked her to return the item. She refuses because she didn't want to pay the return shipping cost for a large item she bought, buyer's remorse change her mind about the purchase. And finally, a credit card chargeback because she "didn't get a refund".

My things to-do list for abusive buyers:

1) Report them to eBay: https://spd.ebay.com/RBASellerHub

2) File police report

3) File a complaint with the Internet Crime Complaint Center (IC3). To file a complaint, go to http://www.ic3.gov.

4) Small claims court

5) Collection Agency

A chargeback means only that the credit card company decides in the buyer's favor regarding the dispute. It doesn’t mean the merchant (seller) agrees. 

I will send this fraudulent & abusive eBay buyer to the collection agency.