On various occasions, eBay has blatantly lied to us regarding their policies. We have had buyers abuse the eBay money back guarantee policy and eBay has sided with the buyer. As sellers, this leaves us with zero recourse should a buy request a refund for buyers remorse. We just had a case in which shortly after the buyer purchased 5 Ubiquiti access points, he requested to cancel the order. However, the order had already gone out. Once the buyer received the item, he opened a case and stated that the items were not as stated. The access points we brand new and unopened. We had extra inventory from a project we did and we decided to sell these on eBay. When we saw that the buyer opened a case, we immediately called eBay and asked the representative to look at the case. She stated that she could clearly see that this was buyers remorse and once the case was decided, it would be in our favor. She asked that we wait until May 19, 2018, and at that point escalate the case and request that eBay intervene. On May 20th, I called back and was told that it takes 24-48 hours for a decision. On the evening of May 21st, we received an email from eBay stating that they sided with the buyer. Here is where the inconsistencies lie and are clearly noted in the numerous images I sent the buyer directly from eBay's website. It states that cases filed fraudulently would not be decided in their favor and that they will be penalized should they do so. I took a screenshot of several eBay pages and sent it to the buyer. Every representative that I spoke to saw the images and agreed that this was buyers remorse and that the decision would be in our favor. Today, I speak to a supervisor from the resolution center. He tells me that at the beginning of May they changed their policy and no longer investigate buyers remorse returns. They allow the buyer to return an item - no questions asked, even if you indicate that you do not accept returns. Furthermore, you are forced to lose the shipping costs to the customer and the shipping cost back. To add insult to injury, the representative stated that there is no recourse that provides you with any protection should the buyer send back a box of rocks, empty box, or damaged items. The most you would get back would be your shipping fees. This is highly unacceptable and completely against eBay's own posted policy on their webpage. Their webpage states that when a buyer chooses to Buy it Now, they agree to pay for the item and enter into a contract to purchase the item. All of these images were provided to eBay and they refuse to acknowledge what is on their very own page. In this particular case, because the buyer intentionally committed fraud, the access points are now open and can no longer be sold as new. As a business, we are lose shipping to the buyer, shipping back to us, and now the difference in cost between a NEW and USED product. Should the buyer decide that they don't want to return them and sends me a box of cow manure, I am out the cost of shipping to and from plus the cost of 5 access points. eBay survives the money/percentage sellers pay them to sell on eBay, yet the sellers are the ones they are doing a great disservice to.
