returns due to Items not a described - can they be appealed for removal of service metric

[happymover2323]

I had a SNAD return opened and automactically approved by ebay due to the buyer not liking the color of item in person compared to my 12 pictures of the item.   A weak reason considering i use a middle-end SLI camera and professional lighting in each of my pictures. 

Explaining this to ebay CS, fell on deaf ears.  I was also told that all service metric strikes will not be removed.  If this is the case that would leave any SNAD return likely to raise the level for possible increse of FVF's as ebay auto accept returns based on seller behalf.

[mam98031]

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@jnwaite1 wrote:
You're probably right about that--no charge until there's a scan. It still isn't an ideal situation.

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Oh I agree with you.  I do not like Ebay auto accepting a return request for me.  I'm perfectly capable of doing that myself.  However with the way Ebay always leans towards the buyer, we sellers really have no choice but to accept a SNAD whenever and for whatever reason someone files one anymore.  So I'm not sure it would make any difference.

Now on Buyer's Remorse requests, that is different, depending on the Seller's return policy.  But at least Ebay does NOT auto accept BR's.

[mam98031]

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@missjen831 wrote:

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@fern*wood wrote:

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@missjen831 wrote:

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@atikovi wrote:

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@happymover2323 wrote:

I had a SNAD return opened and automactically approved by ebay due to the buyer not liking the color of item in person compared to my 12 pictures of the item.  

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What do you mean, automatically approved? Weren't you first notified the seller wants to return it?

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eBay doesn’t notify the seller anymore if they have a return policy. So the OP probably accepts returns and it was auto approved 

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Wow, I really can't keep up with all the return rules.  I knew ebay would auto approve a remorse return but I thought we still had the opportunity to respond to a INAD return.   What if I don't want to pay to get the item back and just wish to refund?  Is that no longer an option? 

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In either the spring or summer 2018 update, I think it was summer, eBay announced that SNADs May Be auto-accepted if the seller accepts returns. The only way to avoid it is to set up RMA

 numbers & you will be able to decide whether or not to have the item returned. The auto approval is supposed to make things easier for the buyer but as usual eBay forgets to take things into consideration, like damaged items. If the package is insured, a claim is off the table if the buyer sends the item back. And even if it’s not insured, they assume the seller wants to pay for return shipping & get the broken item back 

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See my post #8 on this thread.  I posted the policy excerpt and a link to the policy.

And while the RMA number helps, they do still auto accept return request, the only thing having the RMA require prevents is from Ebay to auto send a label until the seller actually gets notified of the SNAD and issues the RMA.  But to me that is better than finding out after the fact.

I completely agree.  Too much in fact is not taken into consideration.  Like on a recent thread I was reading where the buyer filed a SNAD after they had admittedly altered the product they received significantly.  Not that significantly matters.  The mere fact that they altered the product should come with the ability to deny the claim.

[terrycanarsky]

If the seller checks the box requiring an RMA number in their Return Site Preferences, the email from Ebay will tell the seller to assign one and then Ebay will release the return label to the buyer.  

Not all the time, no.  Generally speaking, however, it's due to Customer Service's ineptitude.

We have a buyer whose item apparently arrived broken.  We asked if it had been damaged in transit.  No response.  We asked for photos (a couple times).  No response.  Finally, after the third or fourth day, an alleged co-worker (he says it was his boss) wrote us using the buyer's account to tell us the buyer was out of town and would respond later.  At 0430 the next monring, the buyer filed a case against us because we had not responded to his request for return - despite a 'paper trail' of messages through eBay.

So we called eBay MerchSupport who made extensive notes on the case.  We wrote the buyer who apologized for not seeing the messages before he went off the handle.  We ended Oct 31 business day with his going to send dimensions and weight for us to send a return label (UPS).  A 5-day hold was placed on the return so the buyer and we had time to get this all resolved, etc.

Nov 1 arrived with a nice letter from eBay (rcvd at 02:06 am central) stating they could see we were working with the buyer and that was really good --- but since "something has happened to the module that might due to certain variables such as shipping and handling", they went ahead and approved the return and issued a label.  Another call to MerchSupport brought word that, at some point late at night, the buyer had called and demanded a return label ASAP.  The CSR apparently could not read English or bother to look at the screen to see the hold and reasoning.  So a label is supposedly sent.  The buyer denies all knowledge of calling eBay at all, ever.

eBay will do whatever eBay wants to do regardless.

~M

[mam98031]

@terrycanarsky

It isn't dependent upon any CSR.  It is the program.  I have not ran across a single case where the seller had their site preferences for returns set up to require an RMA number that the seller was not notified BEFORE the label was issued.  I do however see from your story that a CSR stepped in and fouled up your return.  I'm very sorry that happened to you.  I hope it all gets worked out.

[terrycanarsky]

We DO have RMA required (I set it up myself as soon as the "auto-acept" change was enacted) - eBay can and has overridden that setting several times.

But you are likely right - it would be more accurate to say the system in borked than blame the CSR entirely.

~M

[mam98031]

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@terrycanarsky wrote:

We DO have RMA required (I set it up myself as soon as the "auto-acept" change was enacted) - eBay can and has overridden that setting several times.

But you are likely right - it would be more accurate to say the system in borked than blame the CSR entirely.

~M

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My apologies, I should have worded that better.  Under normal circumstances it works having a RMA required, as that is how the program is written.  But when a human steps in and circumvents the program, anything can happen.

[happymover2323]

Yes i accept returns, buyer pays.    In this particular case the buyer had the item for 10 days and decided the color wasn't right, not a problem return it though not on my dime!!

What i'm getting from this; hypothetically buyer could open a SNAD return, mark the appropriate reason offered for NAD, describe/write nothing in detail and still the return would be accepted with strike on service metric applied without recourse.  

[fern*wood]

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Now on Buyer's Remorse requests, that is different, depending on the Seller's return policy.  But at least Ebay does NOT auto accept BR's.

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I know they do auto accept buyer remorse returns since I have the buyer pay the return shipping.  I just had one last week that was auto accepted.

[rixstuff]

It might not have been the SNAD itself but whether or how you dealt with the dispute.  Nobody likes returns but you cant ignore them.  Dont argue with the buyer.  You agree to refund upon receipt of the item back.  If it doesnt come back, dont worry about it.  ALWAYS deal with the dispute YOURSELF - dont make Ebay get involved or it will go bad for you.  At the end of the day you get the item OR the money.  You can always relist it and resell it and you will get the fees back upon refund.

[mam98031]

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@happymover2323 wrote:

Yes i accept returns, buyer pays.    In this particular case the buyer had the item for 10 days and decided the color wasn't right, not a problem return it though not on my dime!!

What i'm getting from this; hypothetically buyer could open a SNAD return, mark the appropriate reason offered for NAD, describe/write nothing in detail and still the return would be accepted with strike on service metric applied without recourse.  

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Yes and you will pay for the return shipping too.

[mam98031]

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@fern*wood wrote:

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Now on Buyer's Remorse requests, that is different, depending on the Seller's return policy.  But at least Ebay does NOT auto accept BR's.

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I know they do auto accept buyer remorse returns since I have the buyer pay the return shipping.  I just had one last week that was auto accepted.

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You may want to look at that claim again.  Lots of buyers check the box for a SNAD return request but explain that it was actually a BR.  It all rides on the little box they check.  Chances are your buyer checked a reason that was SNAD and not BR.

[fern*wood]

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@mam98031 wrote:

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@fern*wood wrote:

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Now on Buyer's Remorse requests, that is different, depending on the Seller's return policy.  But at least Ebay does NOT auto accept BR's.

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I know they do auto accept buyer remorse returns since I have the buyer pay the return shipping.  I just had one last week that was auto accepted.

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You may want to look at that claim again.  Lots of buyers check the box for a SNAD return request but explain that it was actually a BR.  It all rides on the little box they check.  Chances are your buyer checked a reason that was SNAD and not BR.

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The reason stated they just didn't like or some such wording and the message from ebay stated they have asked the buyer to return the item.

On the other hand, I also had a INAD return last month and it was not auto accepted.  The ebay message stated the buyer let them know something was wrong and went on the explain I would be charged for the return shipping.

[mam98031]

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@fern*wood wrote:

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@mam98031 wrote:

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@fern*wood wrote:

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Now on Buyer's Remorse requests, that is different, depending on the Seller's return policy.  But at least Ebay does NOT auto accept BR's.

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I know they do auto accept buyer remorse returns since I have the buyer pay the return shipping.  I just had one last week that was auto accepted.

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You may want to look at that claim again.  Lots of buyers check the box for a SNAD return request but explain that it was actually a BR.  It all rides on the little box they check.  Chances are your buyer checked a reason that was SNAD and not BR.

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The reason stated they just didn't like or some such wording and the message from ebay stated they have asked the buyer to return the item.

On the other hand, I also had a INAD return last month and it was not auto accepted.  The ebay message stated the buyer let them know something was wrong and went on the explain I would be charged for the return shipping.

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For whatever reason, they don't auto accept a SNAD/INAD every time.  I'm not at all sure why that is.

As to the other claim you had.  It doesn't matter what reason they type out in the message, what matters is what box they check with the re-designed reasons by Ebay.  They can check the box for Wrong Item and then type out that they didn't like the color.  That is still a SNAD.

[fern*wood]

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@mam98031 wrote:

As to the other claim you had.  It doesn't matter what reason they type out in the message, what matters is what box they check with the re-designed reasons by Ebay.  They can check the box for Wrong Item and then type out that they didn't like the color.  That is still a SNAD.

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How do I find out the reason they checked or if it was a remorse return?  I was not directed to issue a return label and the email from ebay was definitely worded differently than the one on the INAD return.  

[mam98031]

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@fern*wood wrote:

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@mam98031 wrote:

As to the other claim you had.  It doesn't matter what reason they type out in the message, what matters is what box they check with the re-designed reasons by Ebay.  They can check the box for Wrong Item and then type out that they didn't like the color.  That is still a SNAD.

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How do I find out the reason they checked or if it was a remorse return?  I was not directed to issue a return label and the email from ebay was definitely worded differently than the one on the INAD return.  

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You should be able to see it in your resolution center.