Tried to report a problem with a returned item ...

[ctrlaltrepair]

We tried to report a problem with a returned item. We entered an explanation and a jpg (see below) to explain why we believe the reason for the return is a complete fabrication by the buyer.

(Amazon Kindle Fire HD10 HD 10 7th Generation) (124201004458)

"The Buyer is requesting a return because they claim the crack in the screen of the device was not mentioned in the ad.

They are wrong.

In the Item Specifics section of the ad, under Seller Notes, the ad explicitly states, "Crack in screen...".

We believe that any potential buyers were fairly alerted to the fact that there is a crack in the screen."

***jpg*** cannot be added here

When we have prepared all of these things and click the button on screen, we keep getting error messages, something about a problem with the refund.

We have had this issue with the return/refund page before, and it keeps happening.

We tried to have eBay call us. Our office phone is working (other people have called in), but we never get a call back from eBay, just a message that eventually arrives in our messages box stating that they tried to call us, but nobody answered.  This is complete bull**bleep**. We sat by the phone the entire time, from when we requested the call back to when the message showed up in our message box in our eBay account.

Also, we have noticed that eBay still has their email contact for members shutdown. It was shutdown the last time we needed to report a problem, and the time before that. Also, no one ever answers the eBay phone.

We get the impression that the people running eBay don't want the Sellers to complain, so they have shutdown or otherwise blocked all avenues where complaints from Sellers might come from.

That is why we are reporting this issue here, in the "Community" section. It will probably be ignored here, and Sellers will probably be blocked from entering complaints here, too.

We are very, very, very dissatisfied with the way the eBay people have treated us as Sellers. If we do not start receiving some actual help, in a timely manner, and see the eBay email page reinstated to working status, we will have to consider the probability that the eBay people don't want us on this site.

Thank you.

[disneyshopper]

I went to the listing.

On your listing, it states:

Returns:

30 day returns. Buyer pays for return shipping |  See details

With 30 day returns, that means you refund for ANY reason.  If the buyer states NOT AS DESCRIBED, you pay return shipping.

[orangehound]

@ctrlaltrepair 

Some comments about your listing and your situation:

1. Since you provide a 30-day return policy, a buyer can return it for any reason ... including the reason that they didn't read your listing completely, or that they are a stupid buyer.
2. Going beyond what I wrote in #1 ... the eBay Money Back Guarantee provides a way for any buyer to get a refund even if you didn't offer returns.  The ONLY criteria for activating the Money Back Guarantee is the buyer's opinion.  Your opinion, your facts, common sense, evidence, eBay policies, or the info in your listing have no bearing on whether or not a buyer can use the Money Back Guarantee.   Your only defense against these types of buyers is to become a Top Rated Seller so that you can get a measure of financial protection.
3. From what I gather, the buyer probably returned it for a Not as Described reason (such as "Doesn't match description or photos" or "doesn't work or defective") ... this is an abuse of eBay policies because you properly identified the problem in the condition, though you didn't indicate the severity of the crack.  Still,  eBay requires you to accept the return and refund the buyer ... your only reaction to this is to report the seller as abusing the Money Back Guarantee.
4. In the future, if an item has a defect (such as a cracked screen), then you need to show that in a photograph if it is possible.
5. You cannot charge a restocking fee on eBay ... it is against eBay policies.  You should remove that text from your listings.
6. Since you are not a Top Rated Seller, then the only way that you can charge a fee for an item returned in a deteriorated condition is to offer free return shipping.

[orangehound]

@ctrlaltrepair 

One more thing.  It is VERY IMPORTANT that you place condition information in the "condition" section of your listing rather than the "description" section.  The description section is not viewable by default for mobile users, and my guess is that 50% of buyers never see or read the description section.

Also, pay particular attention to the condition descriptors to ensure that it adequately describes your items.  For example, you are listing a Dell Dimension 3000 PC ... but the case only.  This is not "used", which implies a working computer, but rather "For parts or not working".   Buyers don't read thoroughly, and you could easily encounter a buyer that will see the "used" condition (which indicates fully functional) and legitimately think that thinking they are getting a full computer.  They would be completely justified in activating the Money Back Guarantee because you listed it incorrectly.