eBay

westframes · ‎12-21-2021

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!

fashunu4eeuh · ‎12-24-2021

”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…”

So sorry this happened to you. But there is one point you missed doing.

When the buyer opened the eBay Not As Describe case, the rules changed. In this instance, it is the seller that must provide shipping for the return, even if eBay says the buyer was responsible for return shipping previously for the return case.

The Money Back Guarantee terms are clear about who is responsible for return shipping—the seller. Had you followed the guidelines, you might have received the item back. (Of course, she could have returned a box of rocks.)

westframes · ‎12-24-2021

When she opened the case, eBay asked her to return the item and she was responsible for the return shipping. She refused and jump to the chargeback. Here was eBay's response:

The buyer will return the item

Thanks for trying to work with the buyer. Unfortunately, it looks like the issue wasn't resolved. We reviewed this case and decided to ask the buyer to return the item to you.

Once tracking information confirms that the item has been delivered to you, the buyer will be issued a refund. The refund includes the purchase price plus original shipping. The refund amount will be recovered from you by eBay.

This case will not affect your seller performance.

dare-2046 · ‎12-24-2021

@westframes wrote:
1. She requested to cancel the transaction
2. once the item was marked shipped

[...]

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"

Except on eBay @westframes, in the real world

- a request to cancel means cancelled,

- and that's why the credit chargeback for "didn't get a refund" is valid.

Why Would a Customer File a Chargeback With Reason Code “Credit Not Processed?”
“Credit Not Processed” chargebacks are filed by customers who have canceled their purchase but did not receive a refund from the merchant.

Perhaps next time,

- you won't ship an item after it was cancelled, or

- you will have the item retrieved before it is delivered.

Otherwise, if the item still gets delivered after the buyer shows their card issuer it was cancelled, that's on you.

westframes · ‎12-24-2021

The item was shipped and was in transit.

Again, return request (closed by eBay), case request (closed by eBay), and chargeback.

Thanks all for all your help!

1padresfan · ‎12-24-2021

Unfortunately it sounds like other than filing a police report, you are out of luck, Ebay has 99% of the time sided with buyers. The problem with the managed payment idea ebay came up with, is that they wont take the responsibility to be the middle man that they CLAIM to be, the transaction should fall in their lap, they took the money, you did your part, and they should be responsible for loosing the money, it is their buyer who is causing the problem. They would be more interested if it was coming out of their pocket, Sorry to hear about this, Good Luck

beautifulbeauty2012 · ‎12-24-2021

ebay IS the credit card processor now, it called Managed Payment. And you are correct - sellers lose on chargebacks because ebay doesn`t fight for sellers (read horror stories here)

Anonymous · ‎04-21-2022

I sold an iPhone 10 in December 2021. In the title of my listing, I describe it as an AT&T phone. The buyer receives it and THREE MONTHS later files a dispute saying “item was not as described, that I advertised it as a phone for any carrier.” He disputed the charge with his credit card and his credit card company sided with him. I was told by eBay customer service that if a buyer contacts their payment institution and doesn’t go through eBay’s return/refund policy, that “there is nothing eBay can do and that they HAVE to side with the buyer.” The customer service rep said that they cannot honor SELLER PROTECTION any time that a buyer goes directly to their credit card company. So they charged the about I sold it for to my credit card. I do not get the phone back. I called my credit card company and they gave me my money back. Now for the second time, eBay has charged my credit card for the amount I sold it for and I have no other recourse. This is total bull**bleep**. I immediately deleted all of my listings and will never sell on eBay again. I have been with eBay for 18 years with 100% positive feedback.

dbfolks166mt · ‎04-21-2022

I sold an iPhone 10 in December 2021. In the title of my listing, I describe it as an AT&T phone. The buyer receives it and THREE MONTHS later files a dispute saying “item was not as described, that I advertised it as a phone for any carrier.” He disputed the charge with his credit card and his credit card company sided with him. I was told by eBay customer service that if a buyer contacts their payment institution and doesn’t go through eBay’s return/refund policy, that “there is nothing eBay can do and that they HAVE to side with the buyer.” The customer service rep said that they cannot honor SELLER PROTECTION any time that a buyer goes directly to their credit card company. So they charged the about I sold it for to my credit card. I do not get the phone back. I called my credit card company and they gave me my money back. Now for the second time, eBay has charged my credit card for the amount I sold it for and I have no other recourse. This is total bull**bleep**. I immediately deleted all of my listings and will never sell on eBay again. I have been with eBay for 18 years with 100% positive feedback.

Prior to MP PayPal did an exceptional job of handling chargebacks most of the time without ever having to involve the seller. It was one of those things eBay was poorly positioned to handle and probably did not even anticipate. Initially there was no seller protection for chargebacks and it took eBay a long time to finally get a policy in place. For awhile it was a scammers favorite method of obtaining free merchandise.

https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293

While the policy has helped in some cases if the buyer goes directly to their CC company on a NAD the seller is virtually guaranteed to loose and possibly be charged a processing fee on top of it all. With regard to your CC company refunding you in essence you opened a chargeback against eBay which they lost and your CC company refunded you then eBay turned around and hit you again because they lost the chargeback. Ugly circle and nasty process on their part.

Hopefully you had the IMEI number of the phone and have reported it to the IMEI blacklist which renders the phone basically useless to the buyer.

kenca965 · ‎04-25-2022

Hey I'm a buyer, I see this same issue to, and I know no doubt you do the thing is I see is eBay needs to clean both fraudulent and Deceitfuk buyers and sellers out,off of eBay

overhaulvintageclothing · ‎01-15-2023

They have done the same thing to me repeatedly. And every time they use a new set of lies. This last time I wanted to make sure that I did everything right: the first customer service associate told me I needed to accept the return in order to be eligible for the “seller protection policy”, I would then need to call back once the item was received, I did that. I called back as soon as the item arrived and was then told I need to wait till the refund fully processed, I did that. I called back once the refund was processed, and wouldn't you know it they told me I needed to appeal the decision before the refund was processed so now I'm not eligible for seller protection.

eBay has gotten increasingly absurd and how boldly they engage in unethical and what I believe is illegal behavior towards their users. I filed a complaint with the FTC And I suggest you or anyone else that undoubtably deals with the same behavior from eBay should file as well. The more we file the more of a spotlight put on eBay's clearly illegal behavior.

I will also be looking into a class action lawsuit as I believe there business practices warrant one.

kh-stanley1 · ‎01-15-2023

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.