ebay appeal process

[mybffcouture]

After 26 years as a stellar top rated seller - today was the day that ebay broke this camels back.  I am gone.  I will no longer list one more item on this site.  Be forwarned;  I had a Buyer who wanted to return and item - which I would have accepted- since I have a  30 days returns.  However, this buyer wanted to return the item due to the fact that the item I sent her was defective/missing parts.  So I explained to her that - please read the listing and you will see that it was the listing for one piece - not the complete set.  She thanked me, wished me well, double heart emojis - all that crap.  Few days later however, she escalated the return to ebay still claiming that her item was "incomplete/defective".   Surprisingly,  Ebay refunded her money instantly, even though she returned it violating ebay's policy.  that reads it is prohibited to return an item claiming defective when in fact it is not.  So I filed an appeal.  They denied my appeal.  I called ebay asking them what the hell.  Buyers are now allowed to return items that would violate ebay policies and the seller gets the shaft?  they said.  Yup.   I provide ebay with  over 10k in commissions each year, and this is the protection that they provide.  So - anyone out there.... who is the best compitition to ebay for good sales on clothing items and bedding. - because  as I told the customer service rep, that if this is the level of "protection" that they offer against abusive buyers...  I am outta here.  

[bonjourami]

What was the item?

[inhawaii]

You've been here 25+ years and don't know this?

All that other stuff doesn't matter.

If a buyer claims "not as described" they will get a refund NO MATTER WHAT THE CIRCUMSTANCES ARE.

If you try to fight it, you will lose.

If you deny the return and ebay has to step in, they will refund the buyer without the item being returned.

Let me get this straight.  You have a free returns policy (which means a buyer can return ANY item for ANY reason) yet you refused this return?

[luckythewinner]

 So - anyone out there.... who is the best compitition to ebay for good sales on clothing items and beddin

It is against eBay policy to recommend other sites to sell on. 

Surprisingly,  Ebay refunded her money instantly, even though she returned it violating ebay's policy. 

Without seeing the listing and knowing the specifics of the buyer's complaint. it is hard to comment. 

[mommaknows]

That is a lot of work for many years to chuck it over a return. Maybe take a breath and reevaluate.

I hope that you find what makes the most sense for you. All my best, whatever you decide. 

[kandf_vintage_finds]

Buyer can return for whatever reason and WILL find a way to do so.

Buyers always win!

Why open correspondence with your buyer?  This usually throws fuel in the fire.

If this was me I would have:

* accepted the return (even if I had to provide the label...fraudulent or not)

* refunded upon receipt of the return

* relisted or sell similar

* blocked buyer

Now since you are "outta here" you better get busy and delete your 1,100 plus listing and shut down your shop.

I do wish you luck in your future endeavors.

[itsjustasprain]

@mybffcouture wrote:

Surprisingly,  Ebay refunded her money instantly, even though she returned it violating ebay's policy.  

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So she DID return it... and you still would not refund?

You have over 1100 current listings and a glance at your Sold items shows very good business. It seems a bit nonsensical to actually announce that you are 'gone' now. That seems to be throwing the baby out with the bathwater. I suspect that if we check back with you in a month you will still be here doing your usual brisk business.

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@mybffcouture wrote:

as I told the customer service rep, that if this is the level of "protection" that they offer against abusive buyers...  I am outta here.  

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Okay. Bye!

[tobaccocardyahoo]

Let's recap.

You have a 30 day return policy.

Your buyer has requested a return.

You decided you did not like her reason, so you are upset that Ebay refunded her.

You expended time and energy fighting her claim and appealing it.

You are willing to give up a 26 year old Ebay based business which shows signs of success because you felt the buyer was not worthy of being indulged.

Amazing that selling women's clothing for 26 years you have not gone off the deep end earlier.

[bonjourami]

"  So I explained to her that - please read the listing and you will see that it was the listing for one piece - not the complete set".

 Did you have the complete set in the picture of the item? If so, thats grounds for a snad,you cant just say 'one piece' in the description.

[chapeau-noir]

OK, you had a good rant, and your frustration is understandable, whatever the circumstances. However, this is why dealing with the public takes good nerves and resilience. We all deal with shrinkage, it sucks, but there it is. 

Just keep going. 

[mam98031]

@mybffcouture 

 So I explained to her that - please read the listing and you will see that it was the listing for one piece - not the complete set.  She thanked me, wished me well, double heart emojis - all that crap.  Few days later however, she escalated the return to ebay still claiming that her item was "incomplete/defective".   Surprisingly,  Ebay refunded her money instantly, even though she returned it violating ebay's policy. 

Why would you allow this to happen.  You have plenty of experience to know that if you don't resolve that Return Request within 3 days, the option for Ebay to step in appears on the return and the buyer or seller can select that option.  There should have been no surprise that Ebay forced you to refund the item and you did not get your fees refunded either.

I am not trying to pick on you, simply surprised you didn't seem to realize this would happen since you didn't finish the Request for Return by having the buyer close it or you accepting the return.

Their denial of the appeal doesn't surprise me either.  

So you are willing to throw away all the income you have been earning on this site because of ONE return.  That seems like a real over reaction.  Maybe you will feel a little better about this in a few days when the sting wears off.  I really do respect how these buyers that don't read the listing can be extremely annoying, but this kind of thing happens.  You just need to remember to resolve them within that 3 day period without exception.

[zakstreasuretrove]

26 years and this surprised you?  Come on, man!  I don't believe you believe that.  Angered, infuriated, enraged, frustrated.....sure, but surprised?

I'm not trying to be mean because something like this has happened countless times to everyone here that's been selling this long, myself included, but surely you won't give up this easy.  Take it as a reminder of how eBay operates and conduct accordingly.  Think of all the stuff you've sold that would have been either impossible or ridiculously difficult to sell without a platform like eBay.  It might be a little easier now, but what about 26 years ago?  eBay was the place.....for a long time.  It's a brave new horrible world out there and you've got to adapt and shrug these things off like washing dirt off your hands.  

The other option is retiring, if possible.  I know, not helpful, but quitting won't obtain that goal either.