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Sat Oct 16 2010 15:10:33

eBay Opens Disputes against Sellers Giving Partial Refunds

By: Ina Steiner

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eBay sellers are reporting that when they proactively issue partial refunds to buyers for shipping fees, the refund is being flagged and turned into a claim that counts against the seller - despite the fact that the sellers are trying to avoid overcharging buyers.

Before the seller even sends the item, and despite the fact that neither buyer nor seller has filed a claim, the following message appears: "eBay decided in favor of the buyer in a dispute filed with the eBay Resolution Center and authorized PayPal to debit your account for this refund."

The problem has been reported by several sellers on eBay's PowerSellers board. Some think it is a glitch, others suspect eBay is testing a new method to force sellers into making sure accurate shipping is displayed in their listings.

A seller posting in this thread on the Childrens Clothing Boutique board said she saw the same message appear on the last few transactions in which she had refunded shipping. "They ALL say that at the bottom! Crazy! So if you send a refund, don't be shocked to see that at the bottom of the details page."

In a similar case, one seller said she issued a full refund to a buyer who wanted to change shipping methods, and asked the buyer to resubmit payment for the corrected amount. After waiting for the buyer to submit payment for the correct amount, the seller filed an UnPaid Item claim but got an error message, "Our records show a refund was made to the buyer's payment on Oct xx, 2010." She discovered that on the bottom of the PayPal page for the transaction was the very same message, "eBay decided in favor of the buyer in a dispute filed with the eBay Resolution Center and authorized PayPal to debit your account for this refund." The seller called it complete hooey - "no dispute was ever filed for this transaction by the buyer or anyone else."

Sellers are right to be concerned, as eBay considered claims as a strike against the seller. Accumulate too many, and sellers are kicked out of the Top Rated Sellers program, and could ultimately result in account suspension.

Update 10/21/10: The claims-related message is popping up in error, according to eBay spokesperson Johnna Hoff, who provided a statement explaining the issue:

When providing partial refunds to their buyers, some sellers may see an inaccurate message on the PayPal transaction details page: "eBay decided in favor of the buyer in a dispute filed with the eBay Resolution Center and authorized PayPal to debit your account for this refund." This message is being displayed in error and does not actually create a dispute or affect the seller negatively in Seller Standards. Sellers can confirm this by viewing their disputes through the Resolution Center and their Seller Standing through the Seller Dashboard. We are working to fix this as quickly as possible.




Comments (71) | Permalink

Readers Comments

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: More Crimes by eBay

Sat Oct 16 15:35:42 2010

MORE crimes against sellers on corrupt eBay--and this kind of nonsense stated in this article has been going on on eBay's ugly sister sire half.com for years. We do NOT give refunds, at least not voluntarily. Make sure you send an invoice (not thru ebay's censored email system) and request from the buyer to reimburse you any extra monies they were sent errously by eBay (or half.com). Usually the buyer will 1. Ignore the request, 2. Send you a bogus reply or some such nonsense. BUT, once every 1 out of 10 or so, i have found out, the buyer acctually sends you a check ! Do NOT let ebay rip you off. The buyer knows eBay and half is crooked but you be a plant for them!

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: Tired

Sat Oct 16 15:50:33 2010

Now we're getting gigged when we are providing good customer service?  Unbelieveable.

Looks like eBay's sticking to it's new Standard Operating Procedure - ''if it ain't broke, break it.''

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: RicRoe

Sat Oct 16 16:04:52 2010

Once again, eBay has another in an endless series of ''glitches''  and has failed to post anything about it on their announcement board.

eBay's system announcement board states: ''Welcome to eBay's System Board. Visit this board for information on scheduled site maintenance or system issues that are affecting Marketplace trading.''

That board is supposed to be where buyers and sellers can go to determine if a problem with the eBay site they might be experiencing has been acknowledged by eBay.

For some unknown reason, eBay no longer posts anything to this board except for the weekly system maintenance announcements.

Perhaps, management is more concerned with attempting to maintain the appearance that everything is working just fine, and they are embarrassed to admit there are issues such as this one.

Maybe management is concerned that if they actually did the right thing, and posted system issues to the announcement board, it would display what everyone already knows -  that eBay's systems are filled with bugs and glitches on an almost daily basis.

Wait times for a Live Help agent frequently exceed an hour, probably because buyers and sellers that experience a glitch issue are waiting on hold to report their problems.

Based on the failure to post announcements of system issues, it is apparent that eBay management does not value the time of their buyers, sellers, or help agents and instead,  prefers to have Live Help agents unnecessarily tied up with glitch report calls.

What will it take before eBay management acts in the best interests of all parties when it comes to system issues and glitches?

It is a sorry state of affairs when eBay buyers and sellers can find more information about eBay issues on a site such as Auctionbytes than eBay management is willing to publicly admit to.

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: Jim S. This user has validated their user name.

Sat Oct 16 16:24:13 2010

Yes, I am seeing them too. Would not have looked if not for this thread.

And, the PayPal 'Contact Us' link is not working today either - how convenient.

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: Mary Haines

Sat Oct 16 17:06:42 2010

Truly evil!

Absolutely BENEATH CONTEMPT!

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: R.U. Surprised

Sat Oct 16 17:21:26 2010

@ric roe

"It is a sorry state of affairs when eBay buyers and sellers can find more information about eBay issues on a site such as Auctionbytes than eBay management is willing to publicly admit to."

What else is new? eBay doesn't read their own forums - I wouldn't be surprised if THEY learn about their own glitches from reading this blog

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: eBay's Angels
Web Site

Sat Oct 16 17:50:57 2010

Another tool in eBay's arsenal to reduce fee discounts to perfectly good small sellers.

I used to find lots of neat stuff to buy on eBay, not so much now. Where have all the sellers gone and why?

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: old timer

Sat Oct 16 20:01:24 2010

Glitch or intentional?  Doesn't matter, does it?  How many more ways can JD's inept or evil management devise to tell the smaller sellers to get the heck off of eBay and go elsewhere?

I know of no other major corporation in the world that so consistently and repeatedly slaps its customers around as eBay does.

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: joe carter
Web Site

Sat Oct 16 21:10:08 2010

I don't believe it.  This cannot be, it's so stupid.

Oops.  Read the threads.  Now I do.

Jeez.  Ebay.  You never fail.

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: bbb

Sat Oct 16 22:01:12 2010

I've a complaint sitting at BBB in SanJose since 9/28 and greedbay won't even respond to their overcharging me on a store. They can't even do their business fairly, what are they messing in other peoples business. I suggest everyone with a legit complaint go file with BBB SanJose

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

This user has validated their user name. by: Ming the Merciless

Sat Oct 16 22:39:14 2010

At least once a week we learn more and more about the inherent corporate criminality and the moral depravity rampant throughout ebay,

One wonders if The Ho pays bonuses to those whose site tampering and manipulations can cause the most sellers to lose their discounts.

If there is anyone out there who still believes ebafia ISN'T a criminal syndicate, state your case now.

Only a thorough investigation by the US Department of Justice will solve the problem -- either that or a mass seller exodus from ebay including Diamonds.

If only half of the people who read auctionbytes would write detailed complaint letters to the DoJ, they couldn't ignore ebay's massive crimes.

I've written, have YOU?

DEATH to ebay corp. in 2010.

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by:

Sat Oct 16 23:18:25 2010

File complaints for any and all 'glitches', customer (non) service, etc. Start here:

https://www.ftccomplaintassistant.gov

The BBB may seem like a good place to complain, but they have an ebay exec sitting on their board...

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: Rick1313

Sat Oct 16 23:19:18 2010

To bbb's post...

Logging issues with watchdog sights are okay and should be done, but filing in court is what will get eBay,inc.'s (and hopefully the media's) attention.

Sellers should make sure they properly document any and all issues that come up with eBay,inc.

Hard copy those pages and messages/notices.

Especially if they are showing on any eBay,inc. site.

They can be used in a court of law.

Let eBay,inc. try and explain them away.

Sellers, who use other online selling venues, must remember that if they do not protect their business interest with a company like eBay,inc., these other selling venues will be saying, ''Well if eBay can get away with it, then so can we.''

Next thing you know, all these fraudulent/bad faith business practices will then be called, ''industry standards''.

One will notice how many times eBay uses this terminology when making additions/changes to their site.

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: eBuyer Feedback This user has validated their user name.
Web Site

Sat Oct 16 23:43:31 2010

This isn't a glitch it is further Amazonification of eBay.  On Amazon it is a punishable offense to refund your buyer for any reason.  http://www.amazon.com/gp/help/customer/display.html/ref=hp_bc_na
v?ie=UTF8&nodeId=200205140#refundrate

Amazon
has a problem with anything over 1% (sound familiar?) but has no problem with their sellers having feedbacks like 90%.

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: unaware This user has validated their user name.

Sun Oct 17 00:12:01 2010

When I review the problems I have had over the last 5 years or so selling on eBay I have come to the conclusion that the vast majority of them are others fault... either eBay, customers, USPS or PayPal.

In a HONEST evaluation of my business practices, I think my own performance as been the least of my problems BY FAR.

Customers, USPS and PayPal are in the mix but eBay is responsible for the MAJORITY of problems and frustrations.

My point? I am sick and tired of eBay telling ME what I need to do to improve MY business... THEY are the ones who need to do a better job.... NOT me!  

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: YouWereWarned

Sun Oct 17 08:12:13 2010

IF EBAY ISSUES THE BUYER A REFUND: The buyer can be issued a PAYPAL ONLY credit good only for paypal purchases thus padding paypal accounts which incurs a paypal fee to the seller when it is spent. ebay then gets reimbursement from the seller in an amount equal to the credit they issued the buyer.

IF YOU ISSUE THE BUYER A REFUND: Ebay/Paypal can't do this.

IF YOU ARE HONEST AND DO THE RIGHT THING: This prevents the ebay/paypal buyer protection scam from working and you must be stopped so the refund is counted as a dispute against you

Buyer protection is a scam to allow ebay and paypal to gain possession and control of BUYERS and SELLERS money from transactions for the benefit of ebay.paypal.

Auctionbytes readers have been WARNED for months this was going to happen to those selling on ebay during the 2010 holiday season. Now it has happened. If you gambled on ebay for the 2010 holiday season, YOU JUST LOST!!!!!!!!!!!

ebay/paypal is the biggest worldwide revenue generating scam ever perpetrated upon consumers and sellers.

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: john

Sun Oct 17 09:10:25 2010

This is what bothers me.....why doesn't AB actually ask their Ebay contacts about this then and find out if it indeed is a glitch or whether something else is going on?

Wouldn't this benefit AB readers a lot more? What's the real purpose of posting this article otherwise?

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: Jim This user has validated their user name.

Sun Oct 17 09:21:00 2010

Proactive companies monitor forums, facebook and twitter for unhappy customers and attempt to set things right.  

eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

This user has validated their user name. by: Nan
Web Site

Sun Oct 17 09:37:56 2010

Well I had made a recent eBay sale (faint), where I refunded the customer a small amount. So I went and looked at my PP details for the transaction and - sure enough - the dreaded Description:
eBay decided in favor of the buyer in a dispute filed with the eBay Resolution Center and authorized PayPal to debit your account for this refund.

But when I clicked into the Resolution Center, it shows No Cases.

So the act of refunding must have generated the text to show up in Description. Hopefully it was just mis-coded and it didn't flag all kinds of bells and whistles at eBay that I have had a dispute opened against me.

Yeah. Dream on, right?


eBay Opens Disputes against Sellers Giving Partial Refunds   eBay Opens Disputes against Sellers Giving Partial Refunds

by: mickeyfinn This user has validated their user name.

Sun Oct 17 11:10:16 2010

In reading the OP, I was wondering if this WAS an attempted subterfuge by eBay or whether (as Nan mentioned) just a slack bit of programming.

The text is just that - text.  Whether there IS any case, dispute or other black mark against the seller is the REAL QUESTION.


How many people have followed up on this and actually checked???


There again - one cannot rule out the possibility that eBay have rolled this text into place - without recording real disputes - so that they can ''validly'' claim it as a ''glitch'' and for sellers not to worry ... only to have it transform into that very malevolent beast somewhere down the track, when these rumblings subside and an obscure announcement of it is made buried somewhere in the Falkland Islands Express.

They've done it before.  DSR's are a classic example: put them in 'to help sellers' then turn them into something nasty.

(Now there I go again ... from being objective and inquisitive to sad and cynical. Always seems to happen when I play with anagrams of YAP YAP ABLE... :-) )

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