Tell me about resolving problems in eBay - as a seller

[adventure_woman]

I have someone who said that what I sent them is not what is described. They opened a case in eBay. What do you normally do in this situation. I feel the description and photos I gave are fair and accurate. It isn't for a high $ item.

 

[mb_uh]

Ebay has a bad reputation of ALWAYS siding with the buyer.

Sorry

 

[starry_solo]

Offer them a refund if they return the item?

Block the bidder from bidding on any more of your items?

Take all your money out of Paypal and delete the bank account so even if eBay sides with the buyer, they can't get the $ from you?

 

[britfish]

I recently had a similiar issue. I offered a refund if the buyer pays to send it back ( I think ebay says somewhere this has to be offered) and the person did not want to do that and kept escalating the case. Ebay refunded their money but also did not take $ from me. I would offer it and then fight it through ebay and see how it works out, in my case it worked out ok.

 

[bpesch]

To start with you need to have a return policy on all your auctions. Keep in mind that Ebay will allow someone to file a complaint up to 45 days after the payment. So you can say you'll accept a return for any amount of time but Ebay's policy will prevail.

Return for a full refund--the only thing you need to know. Scammers are working Ebay for all their worth right now. If someone is just trolling for a partial refund, telling them to return it for a full refund is likely going to make them go away. This is another issue you need to have in your return policy, the buyer pays return shipping.

Unless you actually did make a mistake, keep saying return for a refund. No matter what the buyer threatens.

Welcome to the new Ebay, where sellers have no rights and buyers can get away with anything!

 

[tzeitel]

To start with you need to have a return policy on all your auctions. Keep in mind that Ebay will allow someone to file a complaint up to 45 days after the payment. So you can say you'll accept a return for any amount of time but Ebay's policy will prevail.

Return for a full refund--the only thing you need to know. Scammers are working Ebay for all their worth right now. If someone is just trolling for a partial refund, telling them to return it for a full refund is likely going to make them go away. This is another issue you need to have in your return policy, the buyer pays return shipping.

Unless you actually did make a mistake, keep saying return for a refund. No matter what the buyer threatens.

Welcome to the new Ebay, where sellers have no rights and buyers can get away with anything!

Not so new since it has been a few years now since this policy has been in place. The worst is the no negative fb can be left by sellers

I do agree - only offer a full refund when the item has been returned in the condition you sent it. Make sure to reply through Ebay - reply to the complaint, make sure it shows that you are willing to work with the buyer. Good luck!

 

[adventure_woman]

I have in my listing All Sales final, and no returns.

The buyer says there were stains that I didn't list. Is it appropriate for me to ask them for pictures of these stains? What bugs me to is that the buyer also already left me positive feedback 8 days ago when they received the item!

 

[tzeitel]

I have in my listing All Sales final, and no returns.

The buyer says there were stains that I didn't list. Is it appropriate for me to ask them for pictures of these stains? What bugs me to is that the buyer also already left me positive feedback 8 days ago when they received the item!

You can ask for photos of the stains if you think you might have overlooked a spot. Did they wash the item? It might have gotten stained in the wash If you are 100% sure you checked the item before you mailed it (did you put it in a ziplock?) I would just ask them to return the item for a refund. If it is a Halloween costume I would tell them it has to be mailed asap - like TODAY. if not they might just have their kid wear it and return it after Halloween.

 

[DianeV]

What did the buyer say in their feedback? If it was positive I would tell them to go to ebay and use that as part of your support information...at least let them try in my opinion

 

[ajh88]

I agree with the PP's - offer a full refund IF the item is returned. That is actually ebay's official policy, that the item must be returned to you. The buyer is responsible for return shipping charges. I have had some instances where I have offered a partial refund (say 10% back) if I just want the case to go away and I think the buyer is reasonable. Sometimes that works, others it doesn't. In the end, you may have to refund them anyway, but they have to prove they have returned the item to you.

I have had one negative feedback in over 12 years on ebay and it was on a 99 cent item. The buyer didn't want to return it because shipping cost more than the item was worth - she claimed it was broken. I have no idea - I refunded her the 99 cents but she was mad I didn't give her shipping fee back. Oh well, you can't please everyone.

Good luck - I know it can be a pain.

 

[softballmom3]

As a sometimes seller/buyer on ebay, I have found it more trying now to sell than ever! I had someone complain they didn't receive an item once when it was clear they did (aka delivery confirmation). We still had to go through the process and it was a pain but I prevailed.

I also had someone stiff me on 2 auctions last year. They never sent the items I purchased and it took forever to resolve those also but I did get my money back.

I would say that hopefully with you offering a refund if it is returned in the same condition AND the positive feedback they have already left you that you will prevail on this also. Personally, I wouldn't want the item back if it has stains on it now that weren't there previously and would try to rely on feedback left already. It sounds more like buyer's remorse than anything....

 

[Yoshi]

Last year I sold an item, that was brand new. The buyer claimed the item was resealed even though it wasn't. I refused to take the item back as I don't offer returns (and I still don't offer returns now even though I lost the 20% Top Rated Seller Final Value Fee Discount). They escalated it to a claim and I explained to EBay my case and how the item was factory sealed and explained in detail how the item comes from the manufacturer sealed. EBay still sided with the buyer but since the buyer didn't send back the item, I got to keep the money and the buyer kept the item but it still counted as an opened case against my record. I was sure I was going to get negative feedback over it but thankfully I didn't.

It can be very annoying since now I am hesitant to sell anything expensive since all any buyer has to do is say the item is not as described and I'll likely lose the dispute.

 

[adventure_woman]

So do I have to offer to give a full refund? I asked the buyer to send pics but haven't heard back. Is it possible to just escalate the case...if I have to give a refund ... Does it make a difference if eBay tells me to or I offer it? If eBay sides with them, do they still have to return it?

 

[SandrA9810]

If you have accurate pictures to show the item without the stains, then contact ebay. We've had people complain about an item not being as described or buyer's remorse. We called ebay and asked them what our options were, and most the time they said we were in the right to not accept a return on it. But we had a documented call with ebay to help prove our side.

If your before pictures clearly show no stains, and theirs do, then it wasn't sent that way. We also video document electronics working before sending it out in case there's a problem.

Most the time, buyers do not want to pay the return shipping charges, especially if it can be easily remedied.

 

[SandrA9810]

So do I have to offer to give a full refund? I asked the buyer to send pics but haven't heard back. Is it possible to just escalate the case...if I have to give a refund ... Does it make a difference if eBay tells me to or I offer it? If eBay sides with them, do they still have to return it?

All items must be returned with proper tracking to show the item being received back to you. Even if they escalate the case, and they don't show a tracking number, then ebay won't process the refund.

Doesn't make a different who says it, but it's easier to solve it on your own. The better the communication you offer, better chances of ebay listening to you. Especially if the buyer hasn't communicated back.

If you haven't heard back, then just leave it alone.

 

[nunzia]

Just be nice, take it back (IF it was received in the same condition sent..beware of switchers) and then block them. I just had a case..brand new 100 Mickeys Disney watch, new in tin, never worn, original price $95, sold for $28..buyer gets it and says she bought it for a gift and son didn't want it, so she's sending it back. What? Didn't know change of mind was valid, but OK, send it back for refund. Guess I blocked her too soon because she couln't get me through Ebay (but did get my email a different way to ask for my address....which was right there on the package, but oh well) so she opens a CASE..ridiculous. And naturally, since her reason to send back is not valid, she opens it as 'not as described'..so I Replied to case explaining a little more fully, but still saying I had offered a refund and will give her one after item returned. They will pretty much always side with buyer, so you just need to suck it up and take it back.

 

[bpesch]

I have in my listing All Sales final, and no returns.

Which is fine but really means nothing. Ebay says things can be returned and having a no return policy doesn't mean a thing when a buyer can just file a claim about the item being "not as described" and get a full refund. But Ebay will require the buyer to return the item for a refund. Either that or if it's the first case the buyer has opened, Ebay may refund on their dime and not make you pay for it. They give each buyer one shot that way.

Never tell a buyer file a case. It counts against you and you don't want that. If you're a small seller, it doesn't take much for you to get restricted by Ebay. And any case filed against you counts against you.

As has been said before by other posters, add the buyer to your Blocked Bidders List right now. You don't want them to be able to come back to take advantage of you again. Adding them to the list does not prevent them from contacting you. Since you already have a transaction with them, any communication is suppose to go through.

 

[kiki02]

Ebay has a bad reputation of ALWAYS siding with the buyer.

Sorry

THIS, I"m also sorry.

 

[lost*in*cyberspace]

Offer them a refund if they return the item?

Block the bidder from bidding on any more of your items?

Take all your money out of Paypal and delete the bank account so even if eBay sides with the buyer, they can't get the $ from you?

Bad advice. PayPal can easily pursue you for this money, whether or not you keep your account.

 

[quentina]

We, as the seller, filed a grievance with Ebay at the same time as the seller. As all communication went through the ebay server, we provided the email timeline to them.

They sided with us however; the seller did give us - feedback.