Another example of eBay wrongly siding with customer

[qualityrandomitems]

We'll see how long eBay monitor lets this stay up since they have no legitimate rebuke for it...

+++++

Hello Dale,

Thanks for reaching out to eBay! My name is Hanna, and I am happy to help.

I apologize for the trouble you've had with this return. Unfortunately, as Nathan indicated, the FedEx claim is there to ensure that you can be compensated for the shipment. With this return request being opened, and with us having been asked to step in, we do have to require that you first ensure that you are facilitating this return for the customer. When we are asked to step in, we are asked to make a decision that we feel best protects the marketplace that we are all doing business in. It is our decision that this return is valid, and you as our business partner are required to facilitate the return in order to receive the item back. The customer will be receiving a full refund, we are just asking that you work with us so that you can receive the item back too. If you choose not to facilitate, that is at your discretion and you are welcome to take no action if you feel that this is best. But we wanted to be sure that you are clear on the consequences on not facilitating the return, as they will not be appealable if you fail to provide return shipping. This includes a refund to the customer, a defect to your account, forfeited eBay fees, and potential negative feedback from the customer that we would not be able to remove. I just want to be sure that you are aware, our end game here is to get everyone back as close to square one as possible, although we do understand your loss of shipping cost. This is the kind of business loss all businesses face when selling online, so although we understand that it is frustrating, it is something that you are guaranteed to face in this industry regardless of whether you are selling on eBay, another marketplace, or especially if you are running a solo online business. Again, this is our final decision and we will not be able to facilitate further reviews into the matter.

I appreciate the chance to partner with you today!

Thanks again,

Hanna W

eBay

[THREAD ID: 1-3FVQ6TPW]

From: dale
Sent: 7/6/2020 2:43:13 PM
To: ebay
Subject: RE: 5240043992 case assistance SR# 1-269453524556

Hello

What I need is more time for Fedex to process the claim, as I cannot have the item returned until the claim is proceeded. I received notice that if I do not provide a return label within 4 days, the customer can keep the item for free and will not have to return. The customer refused to provide a phone number for Fedex to arrange inspection/pickup, which is blocking the claims process. Until the customer help with the claim process, I cannot provide a return label. Fedex will not support the claim if it is shipped again before they inspect. I'm asking 1) the customer to provide the contact info and 2) total of 10 days to allow FedEx to process the claim (that is their lead time).

Dale

-----Original Message-----
From: ebay
Sent: Monday, July 6, 2020 9:36am
To: dale
Subject: 5240043992 case assistance SR# 1-269453524556

eBay
5240043992 case assistance SR# 1-269453524556

Hello Dale,

Thank you for reaching out to eBay, my name is Nathan and I am happy to help.

I understand you would like assistance on the claim 5240043992 stating you have a fedex claim open. I see that we are asking you to facilitate a return for this. The carrier claim is for your own protection, we would ask you to still go forward with the return. How can we assist you with this?

I appreciate your time and look forward to resolving this.

Thanks,

Nathan K.

eBay

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[nocoolnamejane]

eBay doesn’t monitor these posts, Khoros do, but neither remove posts just because they speak badly of eBay unless posts contain personal information.

That said, the FedEx claim is between them and you. Under eBay rules, buyers get a refund upon returning the item to you. If you fail to do so and lose the money and get a defect, that’s on you.

[qualityrandomitems]

Maybe I should just empty out my paypal account, and disconnect all credit cards... let's see them try to take my money then!

[alcoforever]

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@qualityrandomitems wrote:

Maybe I should just empty out my paypal account, and disconnect all credit cards... let's see them try to take my money then!

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Ebay will turn you over to a collection agency and you can watch your credit score take a big dive.

[monster-deals]

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@qualityrandomitems wrote:

Maybe I should just empty out my paypal account, and disconnect all credit cards... let's see them try to take my money then!

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Doesn't work that way.

[qualityrandomitems]

That would take some time... there are PLENTY of cases where eBay F*d-up giving my money away in error and there was NOTHING i could do about it because it was already done.  They admitted it was an error, but basically told me to f*off, it is done and I can't get my money back.    They are VERY liberal with other people's (seller's) money.  By me shutting off the refund process (empty my paypal and disconnect the accounts), I can at least stop/slow them from immediately giving away my money in error (again).  

[nocoolnamejane]

Since it seems your buyer has opened a dispute, hasn’t eBay/PayPal put a hold on the funds already anyway?

[orangehound]

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@qualityrandomitems wrote:

Maybe I should just empty out my paypal account, and disconnect all credit cards... let's see them try to take my money then!

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I'm pretty sure the eBay terms of service say that they can charge any payment method that they have on file ... or had on file.  So, even though you may delete the information, it is still in their system and they can use it.

By the way, I don't see anything unusual with what eBay said to you.  You have to refund a buyer within the timelines given, whether or not the insurance has been paid.

But, did you try to ask eBay for the buyer phone number?  If they have it on file, they will give it to you.

[cream_couture]

Shipping insurance is a protection for the seller and buyers don't have to help you in the claims process. It sucks your buyer won't, but some people are selfish. What eBay told may not be what you want to hear, but it's the facts of the situation. If I were you:

1. Go to the order details page for the transaction and get the phone number of the buyer from there to give to Fedex. If the number isn't there, request it from eBay.

2. Call eBay and ask for a hold to be placed on the case to allow time for Fedex to pick up the item. Let the buyer know that you want the item to go to Fedex.  If they don't want to talk to Fedex, arrange a pick up date with Fedex and tell the buyer to place the item on their porch on that date. 

If I were you, I would stop insuring with Fedex and use a third party shipping insurance. I use Shipsurance but there are others. The process is easier for buyers. Also if buyers refuse to cooperate you can use an eBay/paypal case as the evidence of the issue. It is cheaper too and more likely to pay out. 

[qualityrandomitems]

nope, i have a higher grade business account with paypal, where no holds are placed on my funds.  I emptied out my account and disconnected ALL my cards so they cant give away so easy this time. 

[qualityrandomitems]

eBay and the buyer refused to provide a number.  Now Fedex refused the claim because they could not contact the buyer.  ALWAYS get screwed as the seller with eBay.