Option to dispute reason for buyer requesting return??

[close2theheart]

So Ive been selling pre-owned and refurbished watches antique, vintage and modern on eBay for a few years now. I recently started to acquire more consistent business and I guess I never knew that return requests from buyers... regardless of their legitimacy or accuracy in identifying reason for return request... can directly affect seller finalcially!!! I recently learned about performance metrics and how a certain rating can cause eBay to place various measures in response to a lower rating comparative to others in the same category, including increase in the amount paid in various fees or costs associated with selling on the platform. No big deal, except that I have always promptly addressed customer requests and issued appropriate resolution regardless of the reason. But there have been numerous times a buyer indicated that the item was received in a condition not as described....but this is not the case and can be proven by using their own words included in request and matching with the listing where the specific issue was described. Clearly there must be a way to dispute the category of return so it doesn't register in the system as a derogatory statistic (and eventually a financial liability) without negatively affecting the relationship between the buyer and seller...i have only seen that this is possible by disputing the return in real-time, which is a terrible business practice. I may be livid that the buyer failed to read description, but I also don't want them to feel like they've done something wrong or that they can't buy from my store without feeling they'll be challenged if they need to return the item. At the same time, I shouldn't be responsible for financially resolving a return based on the buyers failure to read description of product AND subsequently incur a recurring monetary cost from eBay for the same misinformed buyers request that can easily be proven to be as described. Example #1: I sell many vintage mechanical watches and also battery powered quartz watches and I mostly sell working condition watches and list them as such. On occasion, I will receive a return request from buyer that did not read that the watch was mechanical and needs to be hand wound. I'll resolve without debating while kindly making them aware that it is working but not battery operated. Example #2: I sell 2-hand and 3-hand models and I receive requests on occasion where the buyer thinks the watch is broken or not working because they don't see ticking (just had a movado sale that resulted in this happening). Again, I'll resolve without aggressively disputing reason buyer identified as reason for return which is entirely false. Example #3: every once in a while I list a parts and repair lot for other refurbishers or watchmakers... and list it with ample description of Condition of Watches. Along with photos, and I state no Returns accepted unless received in significantly worse condition than Described or depicted...buyer has recently requested return because they believe that it was damaged in shipping...the buyers photos of proof are exactly same as in listing?!? Again, I address their misunderstanding and resolve trying to avoid offending buyer by immediately disputing what they believe to be true.

Is there a way to retroactively dispute these with eBay simply with the goal of voiding cases that can be proven as mislabeled during the buyers filling out the request to return the item? If not, what steps need to be taken to submit this feature as a functional option for sellers who may have experienced similar situation? I'm sure I am not alone...

[frodobagginskennedy]

Cannot read that wall of text.

I think you want to k is it you can fight a return.  Not a way you will win.   You can file an appeal.  You may win that

[close2theheart]

No. I don't care about disputing the return itself. I want to dispute (after I resolve with customer) the reason they selected for the return if it is untrue. The reason for return can be registered as "item not as described" in the sellers performance metrics. eBay will eventually start to punish seller if they have a poor rating percentage of items returned as "not as described" compared to other sellers in same category. This punishment can include a monetary sanction of sorts, ie: higher selling fees. As I mentioned, I have customers who don't read description saying the watch is mechanical and they receive it, request return thinking it is "not as described' because they didn't know you need to wind it up to get it to work. This is not my fault and it is exactly as described. I happily work with Customer, even though it was their failing to read before buying, but now I have a false "not as described" mark that will later lead to extra penalty fees from eBay...for a false claim that can be proven. My issue isn't with buyer, it's with eBay. eBay supposedly protects sellers, but wants to evaluate my "performance" by using only data provided by customer who falsely reported the item was "not as described" when it clearly is as described and is proven even by their message within the return request. I had one recently that (I'm making this the very short version) bought broken watches in a listing clearly marked parts and repair with broken watches, phots of broken watches, and when they received package sent photos of same broken watches and stated they broke during shipping. I'll work with customer, but I need to know how eBay can protect me not punish me for choosing to overlook the customers failure to read the description or title or look at photos that are describing exactly what they are claiming was received "not as described". The item was received as described, they even show pictures proving it...but now eBay wants to charge me higher selling fees because the person who didn't read description selects "not as described". I know it's confusing but it's really a problem when selling an array of watches that a buyer may have never had a 2-hand watch or a mechanical watch that works fine when you wind it as it was designed to work.

[paradiso*bella*a*venire]

What you CAN do is report each instance of buyers doing these sorts of things. That way, if they continue buying without taking responsibility for their doings, they wont be able to it too many times before being dealt with by Ebay. But sellers have got to get with reporting these type buyers, otherwise, they will just keep on getting away with it

[paradiso*bella*a*venire]

@close2theheart 

Exactly, to your whole post. Buyers are getting away with these type things because sellers arent reporting them. Why should sellers take any sort of loss when buyer skates by with no sanctions? 

Ebay put that reporting option there for sellers so sellers can at least get some degree of relief when the buyer has been dealt with for pulling these type stunts. Ebay depends on reports as they have no idea if and/or when buyer or seller pulls something dishonest.

Im surprised at the amount of buyers and sellers who do not use the  report feature. 

[close2theheart]

See, on the last one I referenced, I had no other choice but to report buyer because I went into the performance metrics section and found (for the first time since I started selling a few years ago) where you can dispute late shipping and delivery items that were out of your control, or dispute other issues which I thought this would be one too...but once you accept the return, it appears to close the case and voids your opportunity to appeal. Hence why I mentioned the aspect of being able to do this retroactively. I don't believe that most people do this intentionally, but for this instance, I was forced to refund the full amount of about $50, offered free shipping flat rate padded envelope, and then my return ship cost plus original selling fees and new fees to relist, sell again and ship again, I cut my losses then and there. But then to hear I may be charge higher fees for the return being submitted as "not as described"?!? I was livid. When I reported buyer, I simply received note from eBay stating that they would look into it and see what other sellers may have said about the buyer and get back to me with a conclusion.which I never received. Is there a way to submit a suggestion for consideration to ebay, perhaps the CX or UI platform development team or Customer insights / experience leadership? We are customers, after all...we are probably eBay's largest spending customers. I could have sworn that I pay some odd 18% or more of my sales every month...I'd hope they'd at least provide a way for me to submit a request to creat an additional option in the same section where you dispute late shipping and delivery, but the seller should be granted the dignity of providing reasonable proof as to why a particular return that has resolved was labeled incorrectly by buyer and should not be included in the monthly performance review which determines whether eBay is going to make me pay more on listing charges for a whole month at least.

Thanks for your reply. I will definitely be reporting in the future. 

[paradiso*bella*a*venire]

About the best youre going to do with this one is reporting the buyer. Please do not expect the buyer to be bounced out (suspended) on that lone report, but, if you WERE to see the buyer gone, its because multiple reports  have been filed on that buyer.

Many people are under the impression that their one report will end in a suspension  of the other person. Thats not how it works. Ebay has to see a pattern emerge before things can happen. Your report is important in getting that pattern established. 

It is so very unfortunate that good sellers like you have to be subjected to a dishonest buyer's foolishness. I hate it every time I see a seller come to the boards with this type problem. It makes me hurt for the seller that they lose anything over it. I wished  there was something else in place for you guys that will keep you safer from them. But, Ebay has given what they have given and its unfortunate that it isnt enough. But what Ebay HAS given, please use.

Im pleased to see you say you will report from now on. A seller somewhere down the line will be grateful you did when they have the misfortune of running into a problem buyer you made a report on to add to the count (whatever number Ebay has deemed worthy) to get the buyer dealt with. And vise versa...you will be glad when one day a past seller's report helped you bounce one off here

I wished I had more answers for you about this issue