20-50% restock fee is a lie!

[chasearooauctions]

Another lie from eBay. I sold an item in May (before the new June 1st policy). My auction stated a 20% restocking fee for buyer remorse. My listing was also for parts/not working. Under eBays description of parts, this is what is stated: An item that does not function as intended and is not fully operational. This includes items that are defective in ways that render them difficult to use, items that require service or repair, or items missing essential components. 

A buyer opens a return case stating defective, which you would think in the case of an item for parts or NOT working, means it's working. In any event, he states, there are no good pieces on this for me to use.  CLEARLY BUYERS REMORSE. eBays argument is "well he opened it up as being defective." I said "Yes, I listed it as defective. It can't be defective on his end unless it works". It was listed as defective. I listed and sold it prior to June 1st. Buyer returned it after June 1st, and they are saying no restock fee. Am I missing something or has eBay gone completely nuts???

[mam98031]

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@robot-hands wrote:

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@green-night wrote:

Meant to say SNAD. 

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Doesn't matter. If it is a fake SNAD and it is proven just send the money minus the re-stocking fee. I have actual personal experience with this as a seller.

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There was a time that we could do this by going to PP and issuing the refund first, then mark the SNAD as refunded or completed or something.  I don't remember exactly how I use to do that.  But you don't have this option anymore.  The PP transaction is now frozen and only a full refund would be allowed.  Or at least this is what I've seen on mine.  Possibly you are having a different experience.  Have you had one recently?

[auctionsrva]

Yes, Ebay  has gone nuts. 

[auctionsrva]

The fact that there is so much confusion over what should be such a simple issue should be evidence enough.  When policies are unclear and/or unevenly applied there is no reason and order in a business.

[robot-hands]

Here's how mine went down:

Buyer bought a character clock, it was missing the left arm, listing pictured and mentions it was missing.

Buyer gets item opens a SNAD saying right arm was missing.

I call it in. Overseas CSR can't wrap their melon around it. Tell me get the buyer to send me a picture. 

Buyer sends picture.

Five more calls.

New USA CSR says go ahead and take the return, when you get it just refund minus return shipping and re-stocking.

Buyer returns it. I can call again to make sure. They say yes.

I sent a paypal refund for something like $4...(buyer paid $22 for a $4 refund)

CSR saw it on their end and closed the case.

My paypal never is on hold. That may have something to do with it. Even if your money is on hold you can still use your balance to send a refund. Just use the proper notaion & send that same notation as an ebay message.

A competent CSR can see the trail, and pray you get a USA based CSR.

[mam98031]

My paypal never is on hold. That may have something to do with it. Even if your money is on hold you can still use your balance to send a refund. Just use the proper notaion & send that same notation as an ebay message.

I hope no one takes that to heart.  That is really bad advice.  It puts the seller at risk to lose their money twice.  ALWAYS refund anything to do with an Ebay transaction FROM the payment made by the buyer.  If you don't, you run the risk of Ebay or even PP refunding a buyer because per their records you did NOT refund the buyer.  Notations or no notations, it is highly likely Ebay will not recognize the refund.

And I suppose it all depends on how much your time is worth to you.  Doing this could cause a whole lot of time needing to be spent on the phone with the call center to try and get the mess worked out.

Same goes for how you handled getting your restocking fee.  Sounds like from your description you spent a considerable amount of time on the phone with Ebay to get this resolved.  For me, that is far too much time and too much work to get a restocking fee withheld from a buyer.  No where near worth the time and energy spent on the phone with Ebay.

With the new return system, it is highly likely that what you have done in the past will not work in the future anyway.  

[bonjourami]

Makes sense..but I have a feeling you are going to get an argument..LOL...

[mam98031]

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@bonjourami wrote:

Makes sense..but I have a feeling you are going to get an argument..LOL...

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Yes, it would seem so.  But reality is reality.  And the facts are the facts.  LOL

[monster-deals]

I think the new returns is still in BETA anyway. 

If anyone knows anything about ebay you know that it hasn't been oput through the paces.

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[green-night]

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@robot-hands wrote:

Here's how mine went down:

Buyer bought a character clock, it was missing the left arm, listing pictured and mentions it was missing.

Buyer gets item opens a SNAD saying right arm was missing.

I call it in. Overseas CSR can't wrap their melon around it. Tell me get the buyer to send me a picture. 

Buyer sends picture.

Five more calls.

New USA CSR says go ahead and take the return, when you get it just refund minus return shipping and re-stocking.

Buyer returns it. I can call again to make sure. They say yes.

I sent a paypal refund for something like $4...(buyer paid $22 for a $4 refund)

CSR saw it on their end and closed the case.

My paypal never is on hold. That may have something to do with it. Even if your money is on hold you can still use your balance to send a refund. Just use the proper notaion & send that same notation as an ebay message.

A competent CSR can see the trail, and pray you get a USA based CSR.

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I think that it is great that you were able to accomplish all of this, but it is hardly par for the course (5 phone calls later?). 

What you suggest is wonderful provided you have the 'go-ahead' of eBay ahead of time, but most ebay sellers will not be able to simply go to Paypal and issue a refund since fund are held (you are the first I've heard who's funds weren't frozen in an NAD dispute).   With the blessing of an eBay rep I also suppose a seller could send the money outside of the dispute and then use that as proof of  a refund and convince a rep to close the dispute.   Again, extremely unusual and not what I would recommend anyone to do. 

[creoleorchid]

You do know that for the rest of us mortal sellers that if we don't hit the refund button in the case file within 6 days of tracking showing it back to us, then eBay does it for us? Once the funds are on hold in Paypal, even if you  have extra, you can't refund the original payment without refunding the whole amount. At least the rest of us can't. There is no way to change the dollar amount on the screen for that original payment. At one time you could, or should I say I could, but not in the last year or so.

Refunding another way,  like F&F or G&S  will not toggle over to the resolution center case on eBay. Then you run the risk of eBay refunding again for the full amount after 6 days.

I would love to know your secret if you would share it with us.

[carlmarxx]

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@green-night wrote:

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@robot-hands wrote:

Here's how mine went down:

Buyer bought a character clock, it was missing the left arm, listing pictured and mentions it was missing.

Buyer gets item opens a SNAD saying right arm was missing.

I call it in. Overseas CSR can't wrap their melon around it. Tell me get the buyer to send me a picture. 

Buyer sends picture.

Five more calls.

New USA CSR says go ahead and take the return, when you get it just refund minus return shipping and re-stocking.

Buyer returns it. I can call again to make sure. They say yes.

I sent a paypal refund for something like $4...(buyer paid $22 for a $4 refund)

CSR saw it on their end and closed the case.

My paypal never is on hold. That may have something to do with it. Even if your money is on hold you can still use your balance to send a refund. Just use the proper notaion & send that same notation as an ebay message.

A competent CSR can see the trail, and pray you get a USA based CSR.

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I think that it is great that you were able to accomplish all of this, but it is hardly par for the course (5 phone calls later?). 

What you suggest is wonderful provided you have the 'go-ahead' of eBay ahead of time, but most ebay sellers will not be able to simply go to Paypal and issue a refund since fund are held (you are the first I've heard who's funds weren't frozen in an NAD dispute).   With the blessing of an eBay rep I also suppose a seller could send the money outside of the dispute and then use that as proof of  a refund and convince a rep to close the dispute.   Again, extremely unusual and not what I would recommend anyone to do. 

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I find it amazing that OP's buyer  could file a Snad  on item that doesn't work  being sold for parts .  

[missjen831]

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@monster-deals wrote:

I think the new returns is still in BETA anyway. 

If anyone knows anything about ebay you know that it hasn't been oput through the paces.

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It’s not in BETA. It was in BETA 2 years ago. It’s now in full effect as of June 1.

[mam98031]

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@monster-deals wrote:

I think the new returns is still in BETA anyway. 

If anyone knows anything about ebay you know that it hasn't been oput through the paces.

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Nope!

[robot-hands]

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@green-night wrote:

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@robot-hands wrote:

Here's how mine went down:

Buyer bought a character clock, it was missing the left arm, listing pictured and mentions it was missing.

Buyer gets item opens a SNAD saying right arm was missing.

I call it in. Overseas CSR can't wrap their melon around it. Tell me get the buyer to send me a picture. 

Buyer sends picture.

Five more calls.

New USA CSR says go ahead and take the return, when you get it just refund minus return shipping and re-stocking.

Buyer returns it. I can call again to make sure. They say yes.

I sent a paypal refund for something like $4...(buyer paid $22 for a $4 refund)

CSR saw it on their end and closed the case.

My paypal never is on hold. That may have something to do with it. Even if your money is on hold you can still use your balance to send a refund. Just use the proper notaion & send that same notation as an ebay message.

A competent CSR can see the trail, and pray you get a USA based CSR.

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I think that it is great that you were able to accomplish all of this, but it is hardly par for the course (5 phone calls later?). 

What you suggest is wonderful provided you have the 'go-ahead' of eBay ahead of time, but most ebay sellers will not be able to simply go to Paypal and issue a refund since fund are held (you are the first I've heard who's funds weren't frozen in an NAD dispute).   With the blessing of an eBay rep I also suppose a seller could send the money outside of the dispute and then use that as proof of  a refund and convince a rep to close the dispute.   Again, extremely unusual and not what I would recommend anyone to do. 

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I only did as directed by a competent ebay CSR, if we can't follow their lead I would suggest this place is broken beyond repair. Who knows what this whole new mess of a return process will be. I would expect it to be really ready and bug free about the time the Spring 2022 Update rolls out to get rid of it.

BTW

4 of those 5 phone calls  were "Hello, are you in the United States? No? Thank you, goodbye."