I wrote it that way so that I wouldn't sound too emotional and to hopefully get more objective replies. I guess it worked! [emoji41]
eBay Chat Thead... woohoo!!!
- Thread starter Ellie Mae
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I wrote it that way so that I wouldn't sound too emotional and to hopefully get more objective replies. I guess it worked! [emoji41]
I had one buyer threaten me that if I didn't cancel she was going to report me for fraud! Why couldn't she just admit she changed her mind?
I believe ebay has changed this. Buyers can now cancel up until the item ships.
If hitting BIN is the same as entering into a contract, in California you have 3 days to back out of a contract.
I am okay with canceling it (Well, not that I have a choice). I just think an one-liner to the seller would be appropriate.
Perhaps they've changed it but I can't find anything in the TOS detailing it.
However I did find this and it seems to indicate that if a buyer is honest, a seller might be willing to cancel. But I'm interpreting it as meaning that the seller isn't obligated to cancel:
I won an item but no longer want to buy it. What should I do?
A bid or commitment to buy on eBay is considered a contract and you're obligated to purchase the item. However, if you feel that you have a legitimate reason for not buying the item, you can contact the seller and explain your situation.
Many sellers are willing to work with you if you communicate with them openly and honestly. If you haven't done so already, contact the seller through the listing in My eBay > Purchase history, explain the situation, and see if the seller is willing to cancel the transaction.
If the seller doesn't agree to the cancel the transaction and you don't pay for the item, an unpaid item may be recorded on your account. If you get too many unpaid items recorded on your account, your account may be limited or suspended.
http://pages.ebay.com/help/buy/questions/unwanted-item.html
Respond to a cancellation request from a buyer
A buyer can request to cancel a transaction within 1 hour of purchasing the item, even if they've already paid for the item.
When a buyer asks to cancel a transaction, you have 3 days to approve or decline the request.
If you approve the cancellation request and the buyer has already paid for the item, you have 10 days to refund the buyer.
If your buyer cancels a purchase, they can't leave you negative or neutral Feedback or low detailed seller ratings about the transaction.
http://pages.ebay.com/help/sell/cancel-transaction-process.html
Hi ladies. I hope I posting in the right area. I had this happen to me this week. I had a buyer BIN on a bag. It was a coach of my moms. It was about four hours after the sale and I had printed label and was picked up by my mail carrier when she was returning to the office. I'm on crutches right now, so that's really helpful to me. Anyway, I emailed her that her tracking info was updated and her item shipped and she'd get it by Wednesday. Even for a coach, i put security tags on. I got an email an hour after shipping asking for the width of the bag and to not ship! I responded that the measurements were in the item specifics but reiterated them again. She responds, tell me the width! Do not ship!! I responded that the length was 14.25" and that the height was 9", and that I had already shipped. Once you press BIN you've entered into a contract and per ebays policies you have an hour to cancel your transaction. It has been over 5 hours now and I try to ship the same day to make customers happy, especially when they BIN. I tried to get the item back so I could just cancel the order and refund her $ as I knew this would be trouble. It was too late.
So, on delivery date she opens snad before the tracking # showed delivery. She said item not described, WANT REFUND! I sent her a return label the next morning. She didn't contact me first. I contacted her and asked her if she minded mr asking how the item wasn't as described, etc. I said the security tag can't be removed and to please ship the item back w pre-paid label as I cannot refund her $ until I receive the item not damaged per ebays guidelines. I had pics of everything, even through the packaging process. She never responded. I called Ebay and they asked to view the emails and I told them of course. They said it was buyers remorse and I shouldn't of accepted the return or paid for return shipping. However, Ebay seems to side w the buyer and I didn't want a negative rating about this coach. There was no option to not pay for shipping w a snad claim. They took down my serial #, had me post pics of the bag again and the tag. They refunded the sellers fees and said I should dispute when I get the bag back and I do not have to refund shipping or the return shipping. The gave me a case #. The buyer has until Wednesday to ship. Ebay said if it's not updated by Thursday that it shipped, they'll close the case. They also said they'd remove any negative feedback if she leaves it. All this over a coach bag! She's only had 18 purchases, but her feedback was good. Any suggestions on how to weed out buyers like this before I ship? I'm still worried Ebay will back her in the end. I was surprised they were so supportive to begin with. I tried to do the right thing as I don't want any unhappy buyers. I always describe the bags to almost the detriment of the bag and take pics of all flaws. This makes me afraid to sell. I've never had a problem like this w a buyer. I doubt I'll get the bag back. Any thoughts? Thank you in advance!
So, on delivery date she opens snad before the tracking # showed delivery. She said item not described, WANT REFUND! I sent her a return label the next morning. She didn't contact me first. I contacted her and asked her if she minded mr asking how the item wasn't as described, etc. I said the security tag can't be removed and to please ship the item back w pre-paid label as I cannot refund her $ until I receive the item not damaged per ebays guidelines. I had pics of everything, even through the packaging process. She never responded. I called Ebay and they asked to view the emails and I told them of course. They said it was buyers remorse and I shouldn't of accepted the return or paid for return shipping. However, Ebay seems to side w the buyer and I didn't want a negative rating about this coach. There was no option to not pay for shipping w a snad claim. They took down my serial #, had me post pics of the bag again and the tag. They refunded the sellers fees and said I should dispute when I get the bag back and I do not have to refund shipping or the return shipping. The gave me a case #. The buyer has until Wednesday to ship. Ebay said if it's not updated by Thursday that it shipped, they'll close the case. They also said they'd remove any negative feedback if she leaves it. All this over a coach bag! She's only had 18 purchases, but her feedback was good. Any suggestions on how to weed out buyers like this before I ship? I'm still worried Ebay will back her in the end. I was surprised they were so supportive to begin with. I tried to do the right thing as I don't want any unhappy buyers. I always describe the bags to almost the detriment of the bag and take pics of all flaws. This makes me afraid to sell. I've never had a problem like this w a buyer. I doubt I'll get the bag back. Any thoughts? Thank you in advance!
I'm going to respond to your questions separately.
You say she opened SNAD and you say you asked her what was SNAD about the bag and that she didn't respond. However the dispute would show her claim and what she perceives is wrong.
1. So, on delivery date she opens snad before the tracking # showed delivery.
That's not an issue. Generally tracking doesn't update until the carrier completes his daily deliveries and returns to the postal facility where they download all the scans for the day. Once that happens, tracking WILL show the date and time of delivery but again, it might hours after delivery occurred.
2. They said it was buyers remorse and I shouldn't of accepted the return or paid for return shipping.
I'm not sure that ebay gave you good information. They're notorious for telling callers what they want to hear and often, it's not accurate.
She claimed SNAD and you accepted the return so return shipping is on you (seller) in SNAD cases.
3. They refunded the sellers fees and said I should dispute when I get the bag back and I do not have to refund shipping or the return shipping.
That was nice of them to credit the FVF but again, for SNAD, you're on the hook for shipping in both directions UNLESS you fight the claim when it's made.
4. She's only had 18 purchases, but her feedback was good.
All buyers have good (100%) feedback because for the last 8 years, that's all sellers can leave for them!
What about the feedback she left for others?
5. Any suggestions on how to weed out buyers like this before I ship?
You can't block or prevent a PITA buyer who does a BIN. However you can set your buyer preference restrictions at the tightest level to prevent them from buying. But that only works if they've met the criteria.
You can add her to your BBL and help other sellers too by posting her ID here. It's not just for non-payers:
*E-Bay Non Paying Bidder List*
6. I doubt I'll get the bag back.
If she doesn't ship by the date required in the dispute and if you don't get the bag back, you'll keep the money. Your only loss will be the return shipping label you'd paid for but that's a small price to pay.
Thank you beenburned for your response. It's appreciated.
1) In her snad claim, she said item not as described. WANT REFUND!
I can't see how, as every flaw was detailed and had detailed pics. The bag was also cleaned prior to sale. Based on her emails after i shipped, she said the bag looked small in pic. I gave exact measurements from coach and verified by my own measurements. This info was all in item specifics. I don't think some buyers read the full listing info, and this was the case here. I just wish she would've had the courtesy to ask questions prior to buying, or when she got it to just say she didn't want it instead of opening a snad.
2) that's what I was worried about with Ebay. I've never dealt w a snad claim and was concerned. I thought it was best to try make the buyer happy.
3) I should've called Ebay first to fight the claim. But, I didn't want to rely on them to help as they rarely side with seller. I thought something was off with them telling me not to pay for the shipping when I refund. Two CS reps told me that. They also said to dispute when I get the bag back, which I thought couldn't be done. I'm glad they returned the fvf, and was definitely surprised they did.
4) yes, that's true about feedback. She left one word responses for other sellers, like "good." I try to give newer buyers a chance, as this wasn't an expensive item. We were all new at some point. I never thought it would be such a PIA for a used coach. When she waited five hours until I notified her it shipped to question the size, I knew I was in for a bad experience.
5) I have my buyer settings as tight as they can be. That feature has blocked a lot of buyers from bidding on my items already. I added her to my BBL , knowing that she can still communicate w me about this item. Thanks for the link. I'll add her. I did think it was only for non paying buyers.
6) you are correct, it is a small price to pay.
What else could I have done? I did confirm that the buyer has one hour after BIN to cancel order. But, like you said above it is considered a contract and you're obligated to purchase. If she would've contacted me prior to me already shipping and asked to cancel, I would've cancelled it. I would've cancelled it for my own peace of mind if I could've gotten it back from USPS based upon the interaction. I knew she was looking to get out of the sale based on her emails after I shipped. I don't know what else I could've done there. I had the carrier try to get it back, but it had been processed.
I email my buyers as a courtesy to let them know when I've shipped; they seem to appreciate it. I know it's a personal preference, and others don't. If I wouldn't of emailed her that it shipped, she wouldn't have asked any questions. She had time to ask before she BIN and after the sale and did not do so.
It's just frustrating and I needed to vent. I feel like one bad experience lasts longer than the many good experiences on eBay.
Thanks again!
It is frustrating and there's nothing you could have done to prevent her from doing what she did.
First, she could have asked questions, made a template of the size of the bag and decided before buying whether it would work for her.
Short of that, she could have done the same within the first hour after paying and if it wasn't going to suit her needs, she could have canceled.
IMO, sending the tracking information had nothing to do with her changing her mind. I'm guessing she would either have done the same thing 5 hours later or waited until receiving it and deciding that it didn't fit.
One thing I do suggest is to call ebay, point out the shipping information and let them know she opened a SNAD dispute before even receiving the item. There's a chance that might work in your favor.
Thank you again beenburned.
I did call Ebay again after I saw the SNAD was opened prior to receiving. They said they'd notate it on the claim # they opened on my behalf.
They mentioned again if I got the bag back I didn't have to refund original shipping and return shipping. I asked if they were sure, because policy doesn't state that. The rep said, " you absolutely don't have to refund her shipping for both ways."
To call back if the bag was damaged upon return, or if not shipped by Thursday. If she didn't ship, case closed and I'm only out the return ship cost.
They said again I should've called before accepting a return as it looked to them like buyers remorse which isn't covered by buyer protection. I did not trust that a CS rep could definitively decide a decision like that. I assumed it would have to be reviewed by the powers that be; not by two reps opinions based on reading the exchange between the buyer and me and reviewing the extra pics they has me post to the claim they opened.
With all that said, hopefully it will be resolved soon and move forward. It just made me feel like Ebay may be more trouble than it's worth. Which is unfortunate, as a lot of the buyers and sellers are good people.
It is things like this that make me glad that I don't sell on eBay anymore. While so many buyers are wonderful it is these types of buyers that while in the minority are enough to drive you crazy. I hope that it all works out for you. I am sorry that this happened.
Thank you, Meg10. I appreciate your kind words. It is true that these kind of buyers are enough to drive one crazy. I wanted to list some more expensive items that I had authenticated first. But, this leaves me afraid to do much on eBay right now.
I'm sorry about the loss of your dog. Dogs are the best, aren't they?
While it is true that ebay sides with buyers most of the time, I think the pendulum is starting to swing the other way. I wouldn't ever automatically accept a SNAD claim unless I thought it had merit. I have won a SNAD claim as a seller so I know it can be done.
Thank you. Yes, dogs are the best. I actually started selling on eBay when Beau my dog before the one below was sick in 2014. It gave me something else to focus on. It helped a lot because it took so much time and energy. I sold over 300 items many high end in a 6 month period. So I had my share of crazy buyers. It just got more and more stressful with eBay doing so little to protect sellers. I hated feeling so helpless in protecting myself and my reputation that it wasn't worth the time and energy. I now send my things to consignment. I make a lot less but there's very little stress involved.