returns

[gthmotorcycleparts]

Is it fair for a seller to get  a return against him on the Service Metrics, when i have did everything i can do , sent return shipping label, buyer didn't return part but still i get a hit  on my service metrics table, nothing was wrong with part, but eBay still blames me for the return. 

[caldreamer]

Seems like you did everything right. Try calling EBAY customer service and see if you can get it removed. Customer Service is now SELLER FRIENDLY and on 2 occasions have helped me remove negative feedback. Good luck with this...

[gthmotorcycleparts]

no eBay will not overturn a return request, i am not talking about feedback's i am talking about returns  only,  for most any reason except a remorse return it counts against you on your service metric  

[orangehound]

As a top rated seller who offers 30-day returns, if you report the buyer as misusing the Money Back Guarantee, the return is supposed to be removed from your Service Metrics ... I think within 30 days.

[gthmotorcycleparts]

That is not what eBay told me, only if it is a remorse return?  if he has defected, it don't matter what happen it is counted against you,  even if it was not   return and it was not defected and you report him, that is what eBay has told me?

[gthmotorcycleparts]

I do report buyer who open return and then will not send the  item, back but i was told by eBay it didn't really matter ?? it all abut the buyer, i am not trying to be argumentative, i just don't think it is fair when you do all you can do and still get a hit on returns   

[orangehound]

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@gthmotorcycleparts wrote:

That is not what eBay told me, only if it is a remorse return?  if he has defected, it don't matter what happen it is counted against you,  even if it was not   return and it was not defected and you report him, that is what eBay has told me?

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I don't know what you mean by "that is not what eBay told me", unless you are referring to some English-challenged  customer service representative from the Philippines ... it was in the 2019 Fall Seller Update, and discussed multiple times by eBay employees in these forums:

Top Rated Sellers who offer 30-day-or-longer returns will receive a return shipping label subsidy for item not as described claims on eligible transactions. If a buyer makes a false claim, please accept the return and report the buyer to us. You will receive a shipping label credit to your monthly invoice and we will automatically remove any negative and neutral feedback, defects, and open cases in service metrics.

[buyselljack2016]

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@orangehound wrote:

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@gthmotorcycleparts wrote:

That is not what eBay told me, only if it is a remorse return?  if he has defected, it don't matter what happen it is counted against you,  even if it was not   return and it was not defected and you report him, that is what eBay has told me?

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I don't know what you mean by "that is not what eBay told me", unless you are referring to some English-challenged  customer service representative from the Philippines ... it was in the 2019 Fall Seller Update, and discussed multiple times by eBay employees in these forums:

Top Rated Sellers who offer 30-day-or-longer returns will receive a return shipping label subsidy for item not as described claims on eligible transactions. If a buyer makes a false claim, please accept the return and report the buyer to us. You will receive a shipping label credit to your monthly invoice and we will automatically remove any negative and neutral feedback, defects, and open cases in service metrics.

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Is if ........ the buyer makes a false claim.......   key to the statement?  Is proving that .....    the  buyer makes a false claim ......  key to the policy?

[tsme35]

I don't do free returns, but I've have had 5 returns in the last 7 months, one didn't send the item back, 3 sent back saying they didn't work, nothing wrong and relisted them, ebay told me just to report them but won't remove the hit or refund me shipping. The 1st one sent back and worked fine, nothing wrong with it, I appealed the return, even though I relisted and prove nothing wrong, I lost, got a defect and lost my fees, Rep was the one who told me to appeal it, I'd win. That's why I didn't appeal the others, ebay does not back up sellers.

[orangehound]

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@buyselljack2016 wrote:

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@orangehound wrote:

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@gthmotorcycleparts wrote:

That is not what eBay told me, only if it is a remorse return?  if he has defected, it don't matter what happen it is counted against you,  even if it was not   return and it was not defected and you report him, that is what eBay has told me?

---

I don't know what you mean by "that is not what eBay told me", unless you are referring to some English-challenged  customer service representative from the Philippines ... it was in the 2019 Fall Seller Update, and discussed multiple times by eBay employees in these forums:

Top Rated Sellers who offer 30-day-or-longer returns will receive a return shipping label subsidy for item not as described claims on eligible transactions. If a buyer makes a false claim, please accept the return and report the buyer to us. You will receive a shipping label credit to your monthly invoice and we will automatically remove any negative and neutral feedback, defects, and open cases in service metrics.

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Is if ........ the buyer makes a false claim.......   key to the statement?  Is proving that .....    the  buyer makes a false claim ......  key to the policy?

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There is no proof needed.  eBay instituted these policies to give a measure of trust to Top Rated Sellers.  So if a Top Rated Seller simply claims that it is a false claim, then eBay accepts the word of the Top Rated Seller.

[theteamsetguy]

Also I recently had a case where the buyer said one of the items he ordered was missing a card in the package. I’m sure I sent but have no proof so I said I would send him another one. I send the second one with tracking since it was a $20.00 item and made sure the missing card was in it. After the buyer receives the second one he filed a claim with eBay Saying the second set I sent him was missing the $20.00 card. I’m a Top Rated Plus seller so I call eBay got someone that removed my defect and credited me back the refund they issued the seller.

[gthmotorcycleparts]

Thanks for all the input, they helped 😊

[riverbanklane]

ebay has never backed it sellers unless your a very large seller if your a mom and pop your out of luck and watch ebay for overcharging your seller account they have done it before and lost in court and had to refund its sellers

[stuff4divas]

@gthmotorcycleparts 

The same thing happened to me on 2 INAD returns:

Return #1- ebay sent, to the buyer, a return shipping label that had a totally different address in a different state, so i never rec'd the item back. ebay DID refund the buyer on their dime, but they still counted it against me on 'service metrics', even tho the buyer admitted on messages that they thought the bag was smaller and that they did not read the measurements stated on the listing. They even apologized and offered to call ebay to let them know.

Return #2- buyer opened INAD case saying it smelled funny, then tried to extort me on the next day of the final return date. She sent me an email saying she won't return it if i give her a discount. ebay read that message and closed the return in my favor, but still counted it against me on 'service metrics'.

I called CS and they told me service metrics items cannot be removed.

I went onto ebay weekly chat and was told those 2 items did not qualify to be removed under the service metrics rules.

After spending 2 months on this project, I gave up. Now my service metrics went from 'low' to 'average'.