eBay, etc. General Question/Answer Thread

[BeenBurned]

That's crazy! I'm so sorry because you shouldn't have to lose anything!

Although it might wear you down, it wouldn't hurt to try getting another CS rep. (We know they flip flop between answers and reasons for what they do depending on how the wind blows.)

Can you leave feedback or will that be removed too?

 

[Bales25]

Here is the update from eBay CS. Whateve, you were correct, they said it was because the seller offers free returns that they are allowed to withhold part of the refund (up to 50%, though that sounds uncommon). I stayed that I was under the impression that for a return for the reason of being counterfeit/SNAD the seller could not withhold part of the refund (per your insights to mention this). The rep, a claims specialist, stated this was not a limitation in allowing a partial refund. I’m not sure if their policies have changed or if the representative was misinformed, she did seem knowledgeable and was a claims specialist that I waited on hold to talk to. I guess it may be best to just accept this loss, but if it can go up to 50% of a refund withheld I will be very hesitant to purchase on eBay again. I expressed this to the CS rep, and she said the best way to avoid this concern is to not buy from sellers who offer free returns and have this option of partial refunds! I am still too uneasy now to consider another big purchase anytime soon though.

I'm sorry you're going through this, but this would infuriate me and I would have a very difficult time letting it go. I would escalate through Paypal or my credit card company because the unethical seller is flat out lying to use this policy not as intended. It's meant to protect sellers against buyer's returning items not in the same condition as sent (e.g., using the item and then claiming not as described.) I guess the eBay bucks are gone, but I'd want every other penny back.

 

[Lake Effect]

These days ebay doesn't get involved in disputes. If you claim the color wasn't as described, the seller has to accept the return. If she doesn't and you escalate, I would be very surprised if you didn't win the dispute. I don't believe you can only return part of the purchase, unless this is something you and the seller agree to on the side without involving ebay. Keep in mind that no matter what, the seller will be out money. Paypal keeps their fees when things are refunded. The money the seller paid to ship is also gone. If you claim not as described, the seller also loses the money for you to ship it back. I imagine that the total lost will be at least $30.

I'm a little late in responding but this is a case and seller where I would definitely open SNAD based on color.

In fact, over the years, I've privately wondered whether this seller is somehow connected to another huge volume seller (also from Oregon) who has a reputation and feedback showing it for not honestly photographing her items and condition being worse than described.

Just in the last 12 months, your seller has 3 neutral feedbacks for items not being in the condition described. You'd think she'd have learned how important honest disclosure of condition/color/etc. would be!

Because of that, I think a dispute is in order, assuming you are willing to return the bags. The lighter color bag looks like palomino in her pictures and if those pictures were considerably lighter than IRL, she should have disclosed it.

You will definitely get to return the bags, either with or without the seller voluntarily going along with it.

So I have come to the conclusion that I should just returns the bags. At the end of the day, they are not the color I thought I was getting, and that I was attracted to in the first place. Is there any reason to email the seller directly and explain I want to return them and why or should I just go to my purchase history and hit the *return this item* button and follow directions (which I would assume would give me the opportunity to say I want to return)?

 

[whateve]

So I have come to the conclusion that I should just returns the bags. At the end of the day, they are not the color I thought I was getting, and that I was attracted to in the first place. Is there any reason to email the seller directly and explain I want to return them and why or should I just go to my purchase history and hit the *return this item* button and follow directions (which I would assume would give me the opportunity to say I want to return)?

If you are returning for not as described, I feel it is more courteous to reach out to the seller first. If the seller accepts returns for any reason and you are going to claim changed mind, so you would be stuck paying shipping, then I wouldn't feel it was necessary to reach out first.

 

[whateve]

Here is the update from eBay CS. Whateve, you were correct, they said it was because the seller offers free returns that they are allowed to withhold part of the refund (up to 50%, though that sounds uncommon). I stayed that I was under the impression that for a return for the reason of being counterfeit/SNAD the seller could not withhold part of the refund (per your insights to mention this). The rep, a claims specialist, stated this was not a limitation in allowing a partial refund. I’m not sure if their policies have changed or if the representative was misinformed, she did seem knowledgeable and was a claims specialist that I waited on hold to talk to. I guess it may be best to just accept this loss, but if it can go up to 50% of a refund withheld I will be very hesitant to purchase on eBay again. I expressed this to the CS rep, and she said the best way to avoid this concern is to not buy from sellers who offer free returns and have this option of partial refunds! I am still too uneasy now to consider another big purchase anytime soon though.

That's ridiculous! I can't believe that the rep would actually advise you to avoid sellers who offer free returns! Ebay was forcing sellers to offer free returns in order to get their top rated discount and the incentive was that they could withhold damages. In my opinion, this seller is abusing this policy. Furthermore, it is misleading to buyers who have no idea that this could happen. Buyers are under the impression that free returns means no risk. Many are probably going out of their way to choose these sellers.

 

[BeenBurned]

So I have come to the conclusion that I should just returns the bags. At the end of the day, they are not the color I thought I was getting, and that I was attracted to in the first place. Is there any reason to email the seller directly and explain I want to return them and why or should I just go to my purchase history and hit the *return this item* button and follow directions (which I would assume would give me the opportunity to say I want to return)?

If you are returning for not as described, I feel it is more courteous to reach out to the seller first. If the seller accepts returns for any reason and you are going to claim changed mind, so you would be stuck paying shipping, then I wouldn't feel it was necessary to reach out first.

See my PM suggestion. That might work to your satisfaction.

 

[Lake Effect]

If you are returning for not as described, I feel it is more courteous to reach out to the seller first. If the seller accepts returns for any reason and you are going to claim changed mind, so you would be stuck paying shipping, then I wouldn't feel it was necessary to reach out first.

See my PM suggestion. That might work to your satisfaction.

Thanks so much to you both for your time and input. I definitely want to take a courteous tone. I may need your help along the way and will certainly let you know how this unfolds.

 

[N.M.Nevuhmynd]

Bought a tech thing. Arrived quick, but I didn't feel it lived up to the description. Requested Return. Granted. Prepaid label supplied. Packed, shipped, watched tracking.

This is where it gets fun. Gets to destination city, sits for a day or two. Tracking shows red 'Alert - awaiting delivery scan'. Stays like that for a couple of days, then changes to 'moved, no address'. Seller not responding to any messages.

Searched through the help pages and found a way to email CS. Must be new as I don't recall seeing that before. Sent them a message, included the tracking number and some other information not knowing how long before I'd hear from them. Within a little over 12 hours, I get a reply that they've issued a full refund.

Full refund showed up on my CC in a day or so. Next thing I noticed is that the case is closed. Then I see USPS tracking shows 'Return To Sender' processed.

Yesterday, I get two messages from the seller .. replies to the two inquiries I sent asking why they didn't pick up the package. No answer on that, only stating they have not received it, they see the 'Return To Sender' and want me to 'check it'.

Today, they item shows up in my mail box.

What am I supposed to do with it now?

 

[BeenBurned]

Full refund showed up on my CC in a day or so. Next thing I noticed is that the case is closed. Then I see USPS tracking shows 'Return To Sender' processed.

Yesterday, I get two messages from the seller .. replies to the two inquiries I sent asking why they didn't pick up the package. No answer on that, only stating they have not received it, they see the 'Return To Sender' and want me to 'check it'.

Today, they item shows up in my mail box.

What am I supposed to do with it now?

If it's the same one as you sent back (i.e., not a replacement), let the seller know it got to you and if she wants it back, she should send a prepaid shipping label.

ETA: Since the initial reason for the return was a result of her error, she should deal with the po about the consequential mistake.

 

[N.M.Nevuhmynd]

If it's the same one as you sent back (i.e., not a replacement), let the seller know it got to you and if she wants it back, she should send a prepaid shipping label.

ETA: Since the initial reason for the return was a result of her error, she should deal with the po about the consequential mistake.

Chinese seller. Replies are typical broken English/hard to understand. Address package was returned to was probably an over seas forwarder/processor. Same package I sent, never opened, returned by USPS for a bad address.

I don't mind sending it back again if they send another prepaid shipping label ... with a different return address.

 

[nicole0612]

That's crazy! I'm so sorry because you shouldn't have to lose anything!

Although it might wear you down, it wouldn't hurt to try getting another CS rep. (We know they flip flop between answers and reasons for what they do depending on how the wind blows.)

Can you leave feedback or will that be removed too?

I'm sorry you're going through this, but this would infuriate me and I would have a very difficult time letting it go. I would escalate through Paypal or my credit card company because the unethical seller is flat out lying to use this policy not as intended. It's meant to protect sellers against buyer's returning items not in the same condition as sent (e.g., using the item and then claiming not as described.) I guess the eBay bucks are gone, but I'd want every other penny back.

That's ridiculous! I can't believe that the rep would actually advise you to avoid sellers who offer free returns! Ebay was forcing sellers to offer free returns in order to get their top rated discount and the incentive was that they could withhold damages. In my opinion, this seller is abusing this policy. Furthermore, it is misleading to buyers who have no idea that this could happen. Buyers are under the impression that free returns means no risk. Many are probably going out of their way to choose these sellers.

Thank you, yes it is frustrating that the seller is lying and abusing the policy. I’m almost certain they are trying to recoup what they lost through PayPal fees and shipping since that works out to almost the exact amount to the dollar that they withheld from the refund. I can try CS again, it wouldn’t hurt... I would like to leave feedback to warn others, since there is a return/counterfeit case involved how would I word it so that it cannot be removed?

 

[BeenBurned]

Thank you, yes it is frustrating that the seller is lying and abusing the policy. I’m almost certain they are trying to recoup what they lost through PayPal fees and shipping since that works out to almost the exact amount to the dollar that they withheld from the refund. I can try CS again, it wouldn’t hurt... I would like to leave feedback to warn others, since there is a return/counterfeit case involved how would I word it so that it cannot be removed?

It never hurts (if you have the stamina) to keep calling CS until you get someone who has common sense.

If the seller (in a counterfeit claim) is able to withhold part of your refund, she probably has the ability to get feedback removed too. But again, it doesn't hurt to leave it. (You might wait for other suggestions on feedback.)
"Seller sold counterfeit item and didn't give full refund-withheld >$100."

You can also try reporting the seller. I think it would be on the "leave feedback" page. While it might not get your money back, it would (or should) on into the seller's record and if there's a pattern, ebay might act.

 

[nicole0612]

It never hurts (if you have the stamina) to keep calling CS until you get someone who has common sense.

If the seller (in a counterfeit claim) is able to withhold part of your refund, she probably has the ability to get feedback removed too. But again, it doesn't hurt to leave it. (You might wait for other suggestions on feedback.)
"Seller sold counterfeit item and didn't give full refund-withheld >$100."

You can also try reporting the seller. I think it would be on the "leave feedback" page. While it might not get your money back, it would (or should) on into the seller's record and if there's a pattern, ebay might act.

Thank you BB. Yes, I will give it one more try, it won’t hurt. Reporting the seller might make a difference, ebay told me that the free returns + having a clean record were both required for the seller to withhold part of the refund. They were selling another similar item at the same time that I’m fairly sure was also fake (same item, different stone), so I asked CS if the other buyer realized it was fake and filed a claim would that allow me to appeal and possibly win. The rep said maybe, but there was some convoluted complication, namely that it would all have to happen with 30 days (of the purchase ?).

 

[N.M.Nevuhmynd]

Hello ...,

Thank you for contacting eBay about the ( ... ) that you purchased. It's good to know that you got refund and I know that you want to know what to do with the item since it was sent back to you.We appreciate your effort for letting us know about it. I'll be glad to tell you what to do next.

Since we already closed the case on your favor, you just need to wait for your seller to provide you another return label. If they won't do anything, let's say within 72 hours then you can just do whatever you want with the item. Also, don't send the item back at your own expense since it's not your fault that the item was returned to you.

I trust that this information is helpful. Thank you for contacting eBay and keep safe!

Sincerely,

....
eBay Customer Support

Well FINE then!!! (I forget who used to say that).

 

[N.M.Nevuhmynd]

Well, it's been over a week. Haven't heard anything there. Or here.