mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@mam98031 wrote:
@fu-494 wrote:
@mam98031 wrote:
Ebay does NOT require that a seller can not help their buyer with a return without a claim being filed. In fact Ebay use[d] to encourage us to offer such customer service. Most sellers not need a claim to be in place to offer a buyer the option to return an item for full refund. That would be just silly.I won't support a policy that I think is wrong on so many levels. I will always work within the rules, but there is NO requirement that forces buyers to open claims before a seller can work with them on any issue they may have.
Ebay pushing for buyers and sellers to only work through the claims system started after Ebay announced that the Service Metrics program was coming. And that program IMHO is one of the worse policies Ebay has ever put out there.
Yes, this is when the buyer escalates a case to Ebay. Was there a question?
No, days before escalation. Maybe, read the whole screenshot?
@southern*sweet*tea wrote:mam, Ebay no longer recommends to buyers that they contact their seller first. They tell the buyer to open a case, then discuss with their seller there.
That said, a seller can absolutely work with their buyer without a case being opened. It's the **bleep** sellers who tell the buyer one thing, then do another, that once again has ruined things for the rest of us.
Like so many things in life, it's the handful of bad apples (or is it bananas?) that spoils the whole bunch (or is it barrel?).
Thank you, I'm aware of that. It started when they started telling us about the upcoming Service Metrics program, which as we know is in place now.
I completely agree with you. Fortunately for me, half if not more of buyers that have an issue with something they purchase from me actually contact me first. Most times it is something that can be taken care of with just a little civil conversation. Others aren't and I allow the returns. But I NEVER ask them to open a claim, nor will I.
@mam98031 wrote:
@southern*sweet*tea wrote:mam, Ebay no longer recommends to buyers that they contact their seller first. They tell the buyer to open a case, then discuss with their seller there.
Thank you, I'm aware of that. It started when they started telling us about the upcoming Service Metrics program, which as we know is in place now.
Sorry, it started long before Service Metrics: eBay Buyer Protection was the precursor to eBay Money Back Guarantee.
Back then and even then, eBay Buyer Protection (see the screenshot) said:
If you don't receive an item you purchased, or if it's not as described, your first step is to open a case with the seller to resolve the problem.
I guess I should have been more explicit in my statement, sorry I caused you concern.
You are correct, Ebay for a long time have made it extremely easy for buyers to open claims. It is available to them at every turn it seems. But there was a difference when Ebay prepared to launch the Service Metrics as I described in my earlier post. It is possible you didn't experience the change, but the change did happen and it is active currently.
Ebay does NOT want sellers handling customer issues through emails, even if it is what the buyer wants and the seller is willing to comply. Ebay wants all sellers to instruct their buyers they need to open a claim before they can proceed with a return and/or refund. This is clear if you review the last few weeks of the Weekly Chat or call the call center and ask about it.
