eBay

jediknight96 · ‎05-20-2020

I'm sure the topic of eBay's HORRENDOUS support for seller's has been talked to death on these forums but I wanted to share my especially bad experience.

So I sold an iPhone on eBay as 'for parts or not working'. The buyer got the phone but then claimed that the phone's microphone wasn't working. I argued with the guy about how the phone was sold, but eventually agreed on the return, in order to keep my spotless eBay record in tact (we'll come back to that later). Upon receiving the phone back, the original box was missing and two pentalobe screws had been removed from the bottom and were gone. I immediately filed a complaint against the buyer, but got no response. I filed another report after about a week and still nothing. In the meantime the buyer messaged me asking for his refund and in the ensuing messages he OPENLY ADMITTED that he did not return the phone with the box or the screws. Then the buyer opened a claim about his refund, and eBay went ahead and refunded him mere hours later. eBay's 'appeal decision' link is dead and doesn't allow you to do anything (I bet anything this is on purpose) so I got on a customer service chat with a rep from eBay. After reviewing the messages and seeing my spotless record, he still determined that the buyer was entitled to his refund. I wasn't offered any sort of compensation. Despite all the facts and proof being laid out right there in the messages. The rep even had the audacity to tell me that situations like this are just 'the cost of doing business'. But no, I don't accept that answer when eBay themselves have proof of foul play by the buyer. It's eBay's duty to monitor and govern their own platform to make sure the right thing is done, but they don't care at all about their sellers. My immaculate feedback over 5+ years of hard work to make sure my buyers receive top service means nothing. Not a thing, not even the benefit of trust from eBay.

So I beg every seller reading this. LEAVE EBAY. They don't care about your business that you work your butt off on. They're just here to collect fees. The only thing I've seen them add for sellers is the completely stupid 'white background' feature that looks terrible. The listing process is still clunky and temperamental as ever. I recommend Mercari for sellers who actually want a good support system.

orangehound · ‎05-21-2020

Two things

eBay does not promise financial protection for (most) sellers, only for buyers. Sellers assume there is financial protection, or that there should be financial protection, but they are wrong ... and they typically learn this reality when encountering a situation such as what you describe. Sellers can get limited financial protection against abusive buyers by (a) offering free returns, or (b) being a Top Rated Seller and offering 30-day or longer returns.

eBay does not make judgments between buyers and sellers. eBay used to make judgments, but it caused so many problems that it appears they have abandoned even trying. So, if a seller makes a Money Back Guarantee claim, then that is the ONLY thing that matters. Why? Simple ... buyers have financial protection and sellers do not (except as outlined above).

cream_couture · ‎05-21-2020

You history on eBay should mean something. If I were you I would call eBay once it opens back up to appeal...or try with another rep. You can reach them through social media (Twitter or Facebook). The buyer openly admitted to not following eBay's posted return policy that it must be in the same condition as arrived and I would point that out to eBay. Further, the item was sold as is, for parts. It's a no brainer.

monster-deals · ‎05-21-2020

@cream_couture wrote:
It's a no brainer.

That's the problem.

jediknight96 · ‎05-23-2020

So what? The buyer did not follow the rules by returning the item in it's original condition, therefore they forfeit their right to buyer's protection. ESPECIALLY when all the facts are laid out right there in front of them. It's not even a he said she said deal.

atikovi · ‎05-23-2020

In your description you say, "Everything works except the mute switch." You should have never said that as it gives a buyer a convenient reason for SNAD for any other real or imagined problem.

emerald_door · ‎05-23-2020

@jediknight96 wrote:

So what? The buyer did not follow the rules by returning the item in it's original condition, therefore they forfeit their right to buyer's protection. ESPECIALLY when all the facts are laid out right there in front of them. It's not even a he said she said deal.

You were given correct, factual information about how eBay handles these things. Those who post here do not make the rules.