eBay, etc. General Question/Answer Thread

[Gblb]

I would file the claim..
Open the SNAD and cease communicating with the seller.
You tried.. You are not responsible for ANY of those costs..
Their measurements were off and with jewelry 1/2 an inch can mean the difference between it fitting or not..

If the seller agrees to the refund & issues the label after you file a case, they wont be harmed.
The only way they get a defect for it is if they refuse to make it right. It's a case without seller resolution..
It's up to you but I would open the case rather than have the seller try to force you to pay anything for this.. They might even try to withhold original shipping etc.. NONE of the costs should be paid by you..

I suggest you file a case asap and don't communicate with the seller outside the case any more. You shouldn't be liable for the shipping charges either way.

Thank you for the advice given. This was my first SNAD claim ever filed. The seller responded to the SNAD claim with the following email: "I am going to lose over $25.00 plus return shipping just for you to try the bracelet on. You didn't even have the decency to pay for return shipping. It had better be the same bracelet and in the exact same shape I sent it in or I won't accept it and nobody will force me to."

The bracelet would have fit if the measurements were correct. The interior measurements (the part needed to fit the wrist not including the closure was 5.75" compared to the listing interior measurement of 7.09." I paid the second the auction ended, and really wanted this bracelet. I even told the seller I had inquired about the possibility of extending the length, due to the age and lack of parts it could not be done.

I knew with the initial response that they are "getting screwed" it would not be a pleasant return. I am afraid this seller is going to be trouble. I included the pics of the bracelet on the measuring tape for both measurements as well as pics of the bracelet in the SNAD claim.

Any suggestions? I assume photograph with dates the condition of the bracelet, packaged, etc. thank you for your help!

 

[PikaboICU]

Thank you for the advice given. This was my first SNAD claim ever filed. The seller responded to the SNAD claim with the following email: "I am going to lose over $25.00 plus return shipping just for you to try the bracelet on. You didn't even have the decency to pay for return shipping. It had better be the same bracelet and in the exact same shape I sent it in or I won't accept it and nobody will force me to."

The bracelet would have fit if the measurements were correct. The interior measurements (the part needed to fit the wrist not including the closure was 5.75" compared to the listing interior measurement of 7.09." I paid the second the auction ended, and really wanted this bracelet. I even told the seller I had inquired about the possibility of extending the length, due to the age and lack of parts it could not be done.

I knew with the initial response that they are "getting screwed" it would not be a pleasant return. I am afraid this seller is going to be trouble.

Any suggestions? I assume photograph with dates the condition of the bracelet, etc. thank you for your help!

That seller is completely out of line!
I would remain professional and if you like, explain policy in the case. Perhaps add a photo of the bracelet with a ruler to show it does not match her listing.
The measurements in the listing were incorrect and you had only her measurements to go by.
eBay's SNAD policy is that when a seller does NOT properly describe an item, the seller pays ALL the costs-
A buyer has no way to know any info about the item so they can't be responsible for any loss the seller may incur.


As soon as you can ask eBay to step in, DO it.
They will find in your favor.. She is WRONG eBay will make her refund, whether she likes it or not.
This type of seller really angers me as it makes buyers lose faith in eBay- that costs us ALL sales.

Here's the eBay policy if you want to quote or link it..
http://pages.ebay.com/help/policies/money-back-guarantee.html

Item not as described

• A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window.
  
  
• For event tickets, a buyer must request a return no later than 7 days after the event date or 30 days from the actual (or latest estimated) delivery date, whichever is later.
  
  
• The seller has 3 business days from the request to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help.
  
  
• The buyer must ship the item back to the seller within 5 business days from when the buyer starts the return. If the seller shipped a replacement or exchange and the buyer has not shipped the original item back within 20 days of the buyer starting the return, we charge the buyer for the replacement or exchange.
  
  
• If the seller offers a refund and doesn't issue it within 6 business days of the item's delivery to the seller, the buyer can ask us to step in and help for a period of 10 business days after the refund deadline has passed.
  
  
• If the buyer doesn't ask us to step in and help within 30 days of starting a request for a return (or the timelines described if a refund, replacement or exchange isn't received), the request closes automatically.

 

[Gblb]

That seller is completely out of line!
I would remain professional and if you like, explain policy in the case. Perhaps add a photo of the bracelet with a ruler to show it does not match her listing.
The measurements in the listing were incorrect and you had only her measurements to go by.
eBay's SNAD policy is that when a seller does NOT properly describe an item, the seller pays ALL the costs-
A buyer has no way to know any info about the item so they can't be responsible for any loss the seller may incur.


As soon as you can ask eBay to step in, DO it.
They will find in your favor.. She is WRONG eBay will make her refund, whether she like it or not.

Here's the eBay policy if you want to quote or link it..
http://pages.ebay.com/help/policies/money-back-guarantee.html

Item not as described

• A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window.
  
  
• For event tickets, a buyer must request a return no later than 7 days after the event date or 30 days from the actual (or latest estimated) delivery date, whichever is later.
  
  
• The seller has 3 business days from the request to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help.
  
  
• The buyer must ship the item back to the seller within 5 business days from when the buyer starts the return. If the seller shipped a replacement or exchange and the buyer has not shipped the original item back within 20 days of the buyer starting the return, we charge the buyer for the replacement or exchange.
  
  
• If the seller offers a refund and doesn't issue it within 6 business days of the item's delivery to the seller, the buyer can ask us to step in and help for a period of 10 business days after the refund deadline has passed.
  
  
• If the buyer doesn't ask us to step in and help within 30 days of starting a request for a return (or the timelines described if a refund, replacement or exchange isn't received), the request closes automatically.

Thank you for your quick reply. In the SNAD claim I did include pics of the bracelet on the measuring tape showing both actual measurements. I also provided a pic showing that the T bar couldn't completely secure (showing that if measurements were as stated it would have fit). I also provided pics of the o ring and T Bar with the smaller extension links so that they could see that part is for securing the bracelet. The seller should be able to see those pictures, correct?

I may respond as you suggested, but they're clearly a very hostile seller. I will block them once this is closed as well. So, ten days after they receive the item then Ebay can be asked to step in. The messages from the seller were sent through eBay, so they're documented. This is very upsetting.

You are right that sellers like this affect everyone. It's truly a shame.

Thank you again!

 

[PikaboICU]

Thank you for your quick reply. In the SNAD claim I did include pics of the bracelet on the measuring tape showing both actual measurements. I also provided a pic showing that the T bar couldn't completely secure (showing that if measurements were as stated it would have fit). I also provided pics of the o ring and T Bar with the smaller extension links so that they could see that part is for securing the bracelet. The seller should be able to see those pictures, correct?

I may respond as you suggested, but they're clearly a very hostile seller. I will block them once this is closed as well. So, ten days after they receive the item then Ebay can be asked to step in. The messages from the seller were sent through eBay, so they're documented. This is very upsetting.

You are right that sellers like this affect everyone. It's truly a shame.

Thank you again!

You're welcome. I'm just sorry I can't make this better for you.
Yes both the seller and eBay reps can see what's in the case..
If the seller hasn't provided a return label for you in 3 days- ask eBay to step in and do it.
You can call & have a rep look at it..
Then they have 6 days after delivery to refund or again ask eBay and they will do it.
You're right, it's probably best not to try to teach her policy, in the case, that seller isn't going to be open to "hearing" anything.

Let me say I am very sorry this happened to you.
I know how awful this feels. This was entirely the seller's fault and yet you feel like you're on the defense.
You got a really bad seller- one that doesn't understand policy.
In my listings I don't "offer" returns but I've had buyers that messaged me & asked to return an item for fit- I said SURE.
I accepted & it was all good. If she doesn't change her customer service or lack of it and FAST, she will never be successful and may find herself kicked off of eBay.

 

[Giant21Lover]

If tracking shows delivery, you are protected. You do not have to issue a refund and if the buyer opens a case, you only need to submit tracking that shows delivery on (date) and (time).

Even if there's insurance on the package, with tracking showing delivery, the post office won't pay a claim.

Had the same problem. Typed in the tracking number after the person opened a case. And ebay closed the case and removed the negative feedback the buyer gave me.
I still think the buyer got the dior necklace. And in Germany there was also the name of the person who received it with signature.

Sent from my SM-G900F using PurseForum mobile app

 

[whateve]

I ordered something from an International seller 10 days ago. The seller uploaded a tracking number almost immediately after my purchase (Singapore post.) The tracking has never updated and when I go to the Singapore Post website, it says the number isn't found in the system. The estimated delivery date is November 16 - December 5. Should I wait until December 5 to inquire about it? Or should I ask the seller if it really got shipped?

 

[PikaboICU]

I ordered something from an International seller 10 days ago. The seller uploaded a tracking number almost immediately after my purchase (Singapore post.) The tracking has never updated and when I go to the Singapore Post website, it says the number isn't found in the system. The estimated delivery date is November 16 - December 5. Should I wait until December 5 to inquire about it? Or should I ask the seller if it really got shipped?

I buy little widgets from there often and that's how the tracking always appears.
I finally stopped checking it since it never seemed to update. I've always received my order, it may take several weeks but it arrived eventually.
I wouldn't worry..

 

[whateve]

I buy little widgets from there often and that's how the tracking always appears.
I finally stopped checking it since it never seemed to update. I've always received my order, it may take several weeks but it arrived eventually.
I wouldn't worry..

thank you! It's just a tiny thing, under $5, so I didn't want to make a fuss about it.

ETA: last week I had to file a INR against a seller, who never responded. When I escalated, I must have sounded exasperated because, not only did the case get decided in my favor, but I received a personal letter from ebay customer service that included this sentence "I know that you really want the item but I hope you understand that as an online site, we serve as platform for buyers and sellers, and we do not have the item on hand." Wouldn't it great if they found me a replacement for the same price? lol

 

[PikaboICU]

thank you! It's just a tiny thing, under $5, so I didn't want to make a fuss about it.

ETA: last week I had to file a INR against a seller, who never responded. When I escalated, I must have sounded exasperated because, not only did the case get decided in my favor, but I received a personal letter from ebay customer service that included this sentence "I know that you really want the item but I hope you understand that as an online site, we serve as platform for buyers and sellers, and we do not have the item on hand." Wouldn't it great if they found me a replacement for the same price? lol

Yeah, my things were all little goofy items at $20 & under.. They seem to take a long time to arrive but so far, I've never been disappointed.

Wow! Did you get into the eBay Concierge? It sounds like them- I accepted but thus far haven't needed to contact them.
They have depts for both selling & buying.. Anyway, I'm happy you got your refund.. Seems like eBay may be trying to fix a few things..
Good.. It's about time..

 

[anthrosphere]

Hello!
I have a minor issue with eBay's and PayPal's tracking. I tried and tried to look on Google but nothing helped. I recently sold an item and paid for shipping on PayPal. I went and dropped off the item this morning. I came home much later and checked on the eBay app on my iPod Touch and to my surprise, the app still shows the "paid - ship now!" message. I logged onto eBay's desktop site and sure enough, the tracking somehow isn't posted under the sale item. This is weird because in the past, the tracking on Paypal is normally posted automatically on eBay. I checked the tracking number and it's already updated to "Acceptance" with an estimated delivery date.

I tried to add the tracking number but eBay says it's not valid, and if I continue to post "invalid" tracking numbers like this, my account will get suspended. I tried to find a way to email eBay but it's impossible. I could call them but I don't have access to a phone right now. Should I be worried? And if anyone can direct me to eBay's email contact form I'll be eternally grateful.

Thanks to anyone who can help me!

 

[PikaboICU]

Hello!
I have a minor issue with eBay's and PayPal's tracking. I tried and tried to look on Google but nothing helped. I recently sold an item and paid for shipping on PayPal. I went and dropped off the item this morning. I came home much later and checked on the eBay app on my iPod Touch and to my surprise, the app still shows the "paid - ship now!" message. I logged onto eBay's desktop site and sure enough, the tracking somehow isn't posted under the sale item. This is weird because in the past, the tracking on Paypal is normally posted automatically on eBay. I checked the tracking number and it's already updated to "Acceptance" with an estimated delivery date.

I tried to add the tracking number but eBay says it's not valid, and if I continue to post "invalid" tracking numbers like this, my account will get suspended. I tried to find a way to email eBay but it's impossible. I could call them but I don't have access to a phone right now. Should I be worried? And if anyone can direct me to eBay's email contact form I'll be eternally grateful.

Thanks to anyone who can help me!

Humm This sounds more like a glitch than anything..
Are you trying to add tracking via mobile or on a computer?
If it's mobile, perhaps try on a computer.
Maybe just wait about an hour & see if it either posts to eBay or allows you to enter tracking at that time.

It isn't required to have tracking in the eBay transaction- you could just message your buyer with the tracking number.
If anything happened later & the buyer tried to claim INR you can always add the tracking number showing delivered, to any case that was opened.

Did you use USPS? Or another shipper?
When I want to contact eBay, I use the link at the bottom of any eBay page, get a code & call but in this case, I would wait & call in the morning.

 

[anthrosphere]

Humm This sounds more like a glitch than anything..
Are you trying to add tracking via mobile or on a computer?
If it's mobile, perhaps try on a computer.
Maybe just wait about an hour & see if it either posts to eBay or allows you to enter tracking at that time.

It isn't required to have tracking in the eBay transaction- you could just message your buyer with the tracking number.
If anything happened later & the buyer tried to claim INR you can always add the tracking number showing delivered, to any case that was opened.

Did you use USPS? Or another shipper?
When I want to contact eBay, I use the link at the bottom of any eBay page, get a code & call but in this case, I would wait & call in the morning.

Hey, PikaboICU, yes, it is on the computer. I actually tried to add it again and I realized I accidentally left a space in front of the tracking numbers (I copied the tracking number from PayPal which may have resulted in it adding that extra space). So I hit backspace to remove the extra space and next thing I know, the words "USPS" appeared on the blank box on the right where the carrier's name appears in. So now eBay accepted the tracking number and all is well now. I really need to be more careful when I copy and paste tracking numbers for now on.

Thanks again PikaboICU for all your help.

 

[PikaboICU]

Hey, PikaboICU, yes, it is on the computer. I actually tried to add it again and I realized I accidentally left a space in front of the tracking numbers (I copied the tracking number from PayPal which may have resulted in it adding that extra space). So I hit backspace to remove the extra space and next thing I know, the words "USPS" appeared on the blank box on the right where the carrier's name appears in. So now eBay accepted the tracking number and all is well now. I really need to be more careful when I copy and paste tracking numbers for now on.

Thanks again PikaboICU for all your help.

Jolly Good!
I'm glad it was something simple & you got it sorted!
CHEERS

 

[whateve]

Hey, PikaboICU, yes, it is on the computer. I actually tried to add it again and I realized I accidentally left a space in front of the tracking numbers (I copied the tracking number from PayPal which may have resulted in it adding that extra space). So I hit backspace to remove the extra space and next thing I know, the words "USPS" appeared on the blank box on the right where the carrier's name appears in. So now eBay accepted the tracking number and all is well now. I really need to be more careful when I copy and paste tracking numbers for now on.

Thanks again PikaboICU for all your help.

Good news! I've seen the opposite. I buy my shipping through ebay, and sometimes the transaction in my Paypal account doesn't update with the tracking information. Is there some reason you would rather buy your shipping from Paypal? The only place I don't buy shipping from is Bonanza because they charge a fee.

 

[Gblb]

You're welcome. I'm just sorry I can't make this better for you.
Yes both the seller and eBay reps can see what's in the case..
If the seller hasn't provided a return label for you in 3 days- ask eBay to step in and do it.
You can call & have a rep look at it..
Then they have 6 days after delivery to refund or again ask eBay and they will do it.
You're right, it's probably best not to try to teach her policy, in the case, that seller isn't going to be open to "hearing" anything.

Let me say I am very sorry this happened to you.
I know how awful this feels. This was entirely the seller's fault and yet you feel like you're on the defense.
You got a really bad seller- one that doesn't understand policy.
In my listings I don't "offer" returns but I've had buyers that messaged me & asked to return an item for fit- I said SURE.
I accepted & it was all good. If she doesn't change her customer service or lack of it and FAST, she will never be successful and may find herself kicked off of eBay.

Thank you so much @PikaboICU, and all who responded. I really appreciate all the help! . The seller received the package and gave the refund! He sent another message threatening not to return funds when the return label was issued and another when bracelet was received, telling me how horrible I am for not covering his initial fees/costs/shipping and the return shipping costs (four messages). I never engaged and am just happy the money was refunded in full.

The way you described handling a return is the way things should be handled. It can be frustrating, but good customer service as you described keeps buyers coming back. Honestly, I'm surprised a seller can send numerous nasty messages. I'm just grateful that I got good advice and is resolved.

On a side note, I read recent fb prior to purchase. Some sellers I notice use positive fb to air complaints once the buyer leaves them positive fb (comment about the buyer). The sellers in these scenarios don't leave fb until positive fb is left for them. The seller of the bracelet didn't leave fb after the initial purchase. I looked further back at fb left to and from this seller after the SNAD was filed. He left positive fb for other buyers and then later added additional fb. After an initial "great buyer" fb, he added at a later date, "Hollister is for people in shape. U bought M but fit S, u know what's up" amongst other "positive" comments to past buyers. This wasn't seen upon first look as I only looked at recent sales.
What little I sell, I always leave fb when I print the shipping label (as you can't leave bad fb anyway) and feel it's another way to thank the buyer for their purchase. Is this a way for sellers to leave "positive" feedback but air grievances? Apologies for the lengthy description, just curious about this. I understand fb is no longer a measurement of performance, but still use it to check out a buyer or seller. Thank you again!