eBay

popblox · ‎06-16-2021

I’ve seen several threads regarding USPS delays, but I don’t think the majority of sellers are being affected - most of the issues seem to be at specific facilities. At any rate, I’ve been fighting INR’s tooth and nail with eBay since Easter and am only a defect or two away from suspension. All of my previous appeals on INR’s have been denied.

I’ve had 6 INR’s opened in the last 3 days, so I checked all my labels and realized I currently have close to 100 past due orders that are delayed/stuck in transit at the USPS Facility in Memphis, TN. My last 2 requests for INR extensions though “regular” eBay CS were denied, so yesterday I sent a message to eBay for Business on FB and requested an INR extension, but was denied with a reply referencing the changes in eBay’s “new” shipping policy:

Almost 24 hours passed and they never responded to my last message, I presume because of the temper tantrum I started throwing there at the end or because there is no such link (maybe both). Just for the record, I don't normally get that saucy, but I had reached peak frustration. Don't judge me. Regardless, I wasn’t going to start refunding without some kind of confirmation, so today I sent a (very calm and polite) desperation message to eBay on Twitter. I recapped my situation and basically just begged for some kind of seller protection (I didn’t mention I’d already contacted FB). This was their response:

I still didn’t believe them, so I laid it all out to make sure I understood:

I searched the threads, but couldn't find anything about a new shipping policy. I know it's classic eBay, but it seems like a pretty big deal to just tell a seller something all willy-nilly like this (especially in writing), without having some kind of formal knowledge. I really, really hope this is accurate information - it would solve so many of the ongoing issues with INR cases. Has anyone else been told anything similar?

coolectableone · ‎06-16-2021

I have seen some movement today since I started two missing packages inquiries with USPS.

It’s been sixteen days since I dropped off two packages at the local PO. Today eBay’s tracking information updated, but still shows my package in Illinois, about 30 miles from where it shipped from. Luckily my buyers have been okay with the wait. You can get more updated information directly on the USPS site with the tracking number. I still don’t know if they have lost the packages or what.

supercharger-parts · ‎06-16-2021

I know that it used to be (recently in the last year) that if you voluntarily refunded you were out of luck. It was if the case was found in favor of the buyer and eBay forced the refund then the item was delivered within 30 days of the case closing that you could appeal. I would contact eBay again and get a different customer service rep and see if they concur with that information before you rely on it.

popblox · ‎06-16-2021

@supercharger-parts wrote:
I know that it used to be (recently in the last year) that if you voluntarily refunded you were out of luck. It was if the case was found in favor of the buyer and eBay forced the refund then the item was delivered within 30 days of the case closing that you could appeal. I would contact eBay again and get a different customer service rep and see if they concur with that information before you rely on it.

Right, it has always been this way, this is why I mentioned it to the eBay rep on Facebook (photo 1). I agree that confirming information from more than one rep is crucial in a situation like this, which is why I then contacted eBay on Twitter (photo 2). They concurred, reciting the exact same policy change.

Then I asked them to confirm the confirmation, which they did (photo 3).

cat20sew · ‎06-16-2021

I also had a few buyers complain this past month about not receiving their order. The mail been so slow. I re-shipped the order same day I got the message and eBay refunded the buyer. Later the buyer received his order. Wish eBay would have given more time for the re-shipped order to arrive. The buyer received 2 free orders (with free shipping) plus refund money.

pikabo-icu · ‎06-17-2021

Sorry for all your problem shipments.. It's a tough pill to swallow when it's due to no fault of your own..

If this is the new shipping policy, it sure would be nice to get it in writing SOMEWHERE!

I've read so many posts where CS reps (on the phone not so much via social media) have given erroneous and at times harmful info. Sometimes the complete opposite of what policy actually is..

If this is a new policy, I hope it gets added to the policies on the site, SOON..

~Pika~
People in life that are the happiest don't have the most,, they make the most of what they have...

supercharger-parts · ‎06-17-2021

Ha, ha, I'm sorry, I thought that was all one conversation. I'm very glad you confirmed the confirmation, apparently I needed the confirmation of the confirmation confirmed to get it thru to me.

Thanks for clearing it up for me.

lacemaker3 · ‎06-17-2021

@popblox wrote:
@supercharger-parts wrote:
I know that it used to be (recently in the last year) that if you voluntarily refunded you were out of luck. It was if the case was found in favor of the buyer and eBay forced the refund then the item was delivered within 30 days of the case closing that you could appeal. I would contact eBay again and get a different customer service rep and see if they concur with that information before you rely on it.
Right, it has always been this way, this is why I mentioned it to the eBay rep on Facebook (photo 1). I agree that confirming information from more than one rep is crucial in a situation like this, which is why I then contacted eBay on Twitter (photo 2). They concurred, reciting the exact same policy change.

Then I asked them to confirm the confirmation, which they did (photo 3).

@popblox,

I would wait for the results of the appeals to come in, before celebrating this.

I hope that it indicates better seller protection in these cases, but my understanding is that appeals of eBay cases have rarely been successful for the seller. I hope those historical results are about to change.

popblox · ‎06-17-2021

@supercharger-parts

No worries, I actually did realize how long my post was until just now - easy to miss 😫😂

popblox · ‎06-17-2021

@lacemaker3 wrote:
I would wait for the results of the appeals to come in, before celebrating this.

I hope that it indicates better seller protection in these cases, but my understanding is that appeals of eBay cases have rarely been successful for the seller. I hope those historical results are about to change.

Agreed. I've lost all my appeals previously, but I've never appealed in cases where I voluntarily refunded the buyer because that was the catch-22 of it all. After I spoke with them yesterday, I refunded 3 INR cases that were due for escalation and one of them was delivered today. This was eBay's response when I messaged them to appeal:

I was slightly irritated at first because it usually takes about 5 min to get approved/denied an appeal, but then the buyer messaged me and asked how to pay me back (almost never happens).

My best guess is eBay is going to take longer to review the appeal to allow time for the seller to get the money back from the buyer. Not sure. But this 'grey area' might be one of the reasons why nothing has been announced yet.

popblox · ‎06-18-2021

Just an update, I voluntarily refunded a buyer $15.18 on an INR (based on the instructions given to me by eBay). The item was delivered the next day, so I appealed and requested reimbursement. Looks like they came through.

pikabo-icu · ‎06-18-2021

@popblox wrote:
Just an update, I voluntarily refunded a buyer $15.18 on an INR (based on the instructions given to me by eBay). The item was delivered the next day, so I appealed and requested reimbursement. Looks like they came through.

NICE!!

Really awesome you got a test case and it worked!

~Pika~
People in life that are the happiest don't have the most,, they make the most of what they have...