Any advice on getting EBay to actually read your messages before siding with buyer in a dispute?

[thegivebacklife]

We have a buyer who did NOT read the description for one of our rings, bought it, then asked to return it as it was in the mail. We do not offer returns due to many people buying our rings, wearing them for special occasions then returning them THUS treating them as a absolute free rental. We are very detailed in our descirptions and state NO RETURNS. Buyer insisited. We offered to replace the ring for her. She refused and opend a dispute then proceed to outright LIE on the dispute request. I just called Ebay and they have already sided with her but said they would look over my messages with her if I wanted.

WHAT??? Why did you not look over the messages before deciding? How HOW HOW?? How can I get Ebay to work fairly on both sides?? We did everything and more that Ebay ask of us. We were honest in the descriptions, tried diligently to work with the buyer and still got shafted.

[fine_find]

You go Race Team. You keep saying it and someone will hear it. 🙂

Don't you know, we gave up our rights long ago. We sold out to fear and those in power laughed as they saw us thinking we could be taken so easily. We were too strong to be taken by war and could only be taken from within. It takes vigilance and the newer generations never looked up the meaning of the word in order to do their part. WWI What did we fight for? WWII What did we fight for? We now live in a police-state in this country and our liberties are gone as well as our pursuit of happiness. Life & Liberty, right? 😞

[fine_find]

It's not over yet. My advice is to wait until you receive the ring back and then, even if it is the same ring in excellent condition, call again. Then ask to speak with the Resolutions Department as soon as you hear the automated phone ask their questions. Then ask again if it actually is the Resolution Department when you speak to the first person who answers. Try to be as calm as you possibly can and remember to be kind. Then explain to the Resolution Department that you have been asked to accept a return which for all intent you have, and that you feel you should not have been burdened with the cost of shipping to and from for a buyer who had changed their mind before they ever opened the package. Just state that it is wrong to place this type of burden on a seller who plainly states they have a no return policy and that you feel you should at least be compensated for the shipping cost this buyer generated. Remember, nice is the best recourse here if you want to get any type of help from them. You should also remember that any buyer has the right to ask for a return just as you have the right to ask that they pay for it and a restocking fee for your trouble. 15%-20% restocking fees are the norm. Place that in all your listing and you will have fewer returns. I hope this was helpful to you.

[plumbingspecials]

When you have a no returns policy, the only choice the buyer has, is to choose the Not as Decribed return.  Buyers lie all the time about returns to avoid return shipping and restocking fees.

I got a message from eBay stating hat 14 percent of my returns were "Not as Decribed" and eBay suggested I revise my listings to be more clear about the items. I was flabbergasted, seeing as 90% of the Not As Described cases were bogus, and I was able to prove that with eBay, but it doesn't mean anything. They still consider it to be my error even though those buyers lied and cheated. 

I have been around and around with eBay about their handling of Returns. It's way too easy for buyers, and eBay is hellbent on making it even easier for buyers to return things after they have used them, or stolen what they need from the item, and return what's left. What are they doing about thieving buyers? Nothing. Absolutley nothing.  

Every day I come in to work and wonder who's going to be ripping me off today. It's not a great feeling for selling on eBay.  We are considering closing up this venue because of the returns and the rash of fraudulent orders from stolen accounts. There is no security from eBay any more. 

[soledazaragoz-0]

this is my second account,my other i have since 2007, 97 % of times ebay goes on customers side if returned,it sucks i know

[fine_find]

That's why you file an Appeal after it is returned. If nothing else, then ask for your shipping costs returned under the Sellers' Protection. You just might be surprised at the outcome. Few sellers ever follow through on these claims filed by buyers, they stop there and then complain instead of filing an Appeal. I have not only won my shipping costs back but was awarded the price of the item and got to keep it after it was returned. Complain less and Appeal more cases that you think were in error when they sided with the buyer and see what happens. The ones that sided with the buyer will not be the ones who review the case again. Just be sure you follow through by calling the Resolution Department with all your information from your point of view and do so in a calm and rational way. If you want a sympathetic ear, don't burn it with your anger or they will not hear you nor listen to what you have to say even if you are right. Give it a try.

[fine_find]

Follow through. The process isn't complete yet. It is now your turn. Call the Resolution Department and ask to file an Appeal on this case and then state your reasons calmly. Remember, you want them to listen to you, not turn a deft ear to you. Let your 'Sellers' Protection work for you. That is what it's for and this is where it comes in from, an Appeal. Good luck, hope it's not too late.

[mtbtools]

Let me know when that class action is being prepared We have been screwed by these ridiculous policies mor times that I can count.

[calistas_closet33]

After dealing with similar issues, the most successful strategy in managing is to call customer service before time of decision and discuss issue so it can be noted in the records. Then if they stil side with buyer, as long as item is returned in original condition but you feel justified in not covering shipping costs (both ways) because it truly was buyers remorse, call and appeal for at least your shipping money.  I actually have had success with phone calls, it just is a drag to need to do. 

[calistas_closet33]

Agree ebay only will think of seller if seller engages customer service by phone. And also if a seller has a no return policy and item is not defective than it’s the sellers right to stick to their policy. The poster indicated he/she offered a replacement and typically if someone wants what they bought, they take the replacement. It’s easy for buyers to abuse returns, it’s sad. I will make exceptions when I can clearly see the buyer is sincere and not wearing and returning items or extortion driven.

[calistas_closet33]

It means that sellers who are in high risk categories need to increase pricing to spread risk, it’s similar to insurance fraud..the honest pay for the dishonest, unfortunately

[serenitystrawsnstuff]

I actually had a buyer open a claim on an item they purchased.  I ended up giving them a full refund, just to prevent a big hassel, and soon after I did that, Ebay sent me an email saying THEY issued a full refund too!!!!  So the buyer had the item they ordered, and was refunded twice the total cost + shipping!

I called customer service, and they said, yes they did refund, and once they refund, they can not take it back.....nor did they give me my money back.  I was so upset.  I have had your experience numerous times too.  If you call customer svc, only call during business hours.  I was told that after hrs, the calls go to the Phillipeans, and you may as well bang your head on the wall if you think they will help you, or even understand what you are saying!!!!!

[fine_find]

The time you call does not matter, the department you speak to does. Ask to speak with Resolution Department. They have the power to change anything including what you receive. Ask if you can file an Appeal in light of what happened and see if your Sellers' Protection will work for you too, just as the buyer's Buyer Protection worked for them. It's that simple. The last step of any claim case is on the seller. You now have the option to file an Appeal to the first decision made in favor of the buyer. The second decision will be made by another that is not associated with the one who sided with the buyer. File those Appeals if you ever hope to win and be sure and supply information to that representative in Resolutions.

[misseclectic]

The sooner the seller accepts that the customer is ALWAYS RIGHT - the sooner these problems will disappear. Ebay will ALWAYS SIDE for the buyer NOT the seller. The stipulation the seller gives, that they 'do not accept returns', is not valid in any way - the seller needs to know that Ebay will always protect the buyer whatever!

[depot360estates]

Just happened to me. The buyer bought a cast iron skillet. Uses a chemical to clean it and then when he wasn't pleased with the etching it caused, he requested not as described return and eBay auto accepted. When I called C.S. they said they saw that he had altered it, but could not reverse it since it was auto accepted. He was able to leave negative feedback and got a return. The good side if there is one. eBay paid the refund, but it still sucks. eBay needs to do away with the auto return garbage and give us a chance to reply.

[axiombody]

Long time seller here and I started selling on poshmark recently and I had my first dispute.  The buyer said he wanted a refund for the shorts he recieved over a month ago and showed a picture of the with a stain or iron mark.  I replied to Poshmark that I didn't see this mark on the shorts in the pictures in the listing that were still available.  The case was closed the next day in my favor.  That would never happen on Ebay.  That being said I accept returns on Ebay and have from 10-20 a month from "changed my mind", "does not fit" to "not as described."  I recently had a buyer who wanted to cancel because he said I took too long to mail.  I said I only ship on Tuesdays and Fridays and that all my items have three days handling and was mailing it that day on time.  He didn't care and wanted a refund.  Against my better judgement from experience I told him I was going to mail it and I had free returns if he didn't want it.(I don't refund for items original shipping unless it is not as described)  I hoped he would get the item and be satisfied because all my items are high quality.  He responded to the last email something like "well, I will do what I have to do"  I then responded "what does that mean?"  He responded back "Don't send me any more emails or I will report you for harassment."  I should have just refunded but I didn't because by then I had already paid for shipping and gave him the tracking number.  Yes he did start a return and when I got it back two small holes were in the front of the shirt next to the graphic.  I didn't believe I could miss anything like that on an item I sold and believed it to be very coincidental even since I have very few returns not as described.  I complained to him by email and he left me a negative.  I reported him and left it at that because nothing ever comes from that.  For the first time ever without having to call and beg Ebay which I don't ever do anymore, the negative feedback was taken off.  The first time ever without having to call did someone read something sent to them and in turn do something.  I don't think I received my money back for the return and original shipping but I felt it was a start because I never have recourse through Ebay unless I cry to high heaven on customer service.  Hopefully it gets better with Ebay.