eBay

newpacificaleather · ‎10-06-2017

I'm putting this out here in hopes that it will help another seller avoid the stupid mistakes I made trying to accommodate a buyers request.

Long story short ...A buyer contacted me asking for 5 of my leather products to be heavily customized. I agreed with the caveat that since they're customized, they would not be returnable. He acknowledged that he understood they were not returnable. I fabricate, customize and ship the first 4 items, he receives them, leaves positive feedback, orders the 5th item based on the first 4, then 1 hour after he receives the second shipment, puts in a return request for both orders, with the reason "I changed my mind".

I replied and told him that I wouldn’t accept the returns. He opened cases with Ebay, who of course immediately found in his favor and accepted the returns on my behalf. I contacted customer service, she read the cases and messages where he agreed to no returns. The moment she pointed out that the return policy on the item itself said "30 day returns", I knew I had lost.

Now I get to toss out $300+ of custom leather work, that I can't possibly resell to anyone else.

Here's the lesson learned: Even if the buyer agrees to no returns, if the item return policy indicates it can be returned, you're stuck, and have to accept the returns, even if the buyer agreed in writing not to return the item(s). That item return policy has to be set to "No Returns" for Ebay to honor that.

The customer service lady was actually very sympathetic, she suggested once I get the returned items, that I inspect them thoroughly to make sure they're in the same new condition that I shipped them and suggested that if they're not, I open cases. But I suspect even if they're damaged and I open cases, that Ebay won't do anything about it.

I'm still on the fence about if this is some sort of scam, or maybe this guy's wife just got angry he spent so much money.

I've never left negative feedback for buyers, but I might make an exception in this case. I'm waiting to see the returned items before I make a decision on that.

Lesson learned, cost of this lesson: $300 plus shipping.

phcd1 · ‎10-06-2017

@tomuchstuff5 wrote:

Have been here since 99 and this is the only venue I have used. Have seen the same problems with returns most notably in last year. I have a no returns policy and have had to eat EACH one. All were filed with INAD to avoid return shipping. All clearly documented that was not the problem thru Ebay messages. CS has been of no assistance, in fact they have been the opposite of CS. ....

You ignored rule #1:

Remember:
1. EBay CS Rep's are less then knowledgeable (i.e. don’t trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.

SNAD cases can be won. They require patience, documentation and persistence.

phcd1 · ‎10-06-2017

@tomuchstuff5 wrote:

...I attribute alot of this to Ebay trying to apply Walmart Policy to Antique/Vintage/used business. It will never work....

BTW, I sell vintage.

Ebay was founded on selling a used (non working) laser pointer. Something that would be a challenge to sell today here. Ebay HAD a niche market but has lost that. You are right that they are trying to be a Walmart, but why be a follower when you were a leader?