Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Tue Mar 24 2020 20:02:51

How Did This Seller End up Paying for an eBay Glitch?

By: Ina Steiner

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When a seller reached out to eBay customer service for help due to a glitch on its site, it ended up costing her more than she bargained for.

The problem began on Thursday night when she tried twice to issue a refund to a buyer for a returned item. She attempted to issue the refund again on Friday morning, but it still wouldn't go through.

Unable to contact eBay customer support by phone, she sent an email explaining the problem using "ask eBay to step in" because it was the option available.

She explained the problem and asked for advice on how she could refund the buyer.

The eBay rep responded, explaining they tested the system and was "hit with the same error," so the rep went ahead and forced a refund through his internal system. "You may get an email from us saying that you got a defect on your account with this closure but you can ignore that email as I have removed the defect. It may show up on your seller dashboard for a couple days but then will drop off," he explained.

However, the rep refunded the buyer for the total transaction amount - he should not have refunded the buyer for the shipping portion since it was a "remorse" return, the seller told us.

When she saw the problem, the seller reached out again, but was told she was out of luck - he would not make her whole for the shipping cost. "In the future to prevent this from happening if the system is not letting you refund through eBay you could attempt to issue the refund through PayPal back to the buyer and then just give us the transaction id to take care of the claim."

She argued her case, explaining again that she had been unable to issue the refund due to an eBay glitch and felt she should not have to absorb the shipping cost for an eBay issue. "Even just a credit to my seller account for the cost of shipping would be appreciated," she suggested.

However, here's the response she received from eBay: "After reviewing this case, we decided to keep the original outcome. We weren't able to grant your appeal because we determined the original decision was correct. You won't receive a refund for this case."

When a company foists a charge on to a customer when it steps in to resolve an issue caused by its own technical glitch, what can that customer do, whether it's a consumer or a business customer? 

Besides venting, the seller asked that we let others know about the issue to help them avoid the same cost she incurred resulting from the eBay glitch.



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by: purpleiris This user has validated their user name.

Wed Mar 25 04:37:34 2020

I guess I just gotta keep repeating it...report it to your state attorney general, the FTC and the DOJ. That's what we are supposed to do in such cases. When we don't, the proper authorities are unaware of an ongoing issue. Your SAG should be your most reliable partner.

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by: Whatever This user has validated their user name.

Wed Mar 25 10:50:36 2020

Stupid corporate greed  forcing sellers to flee the site - keep it up eBay - your days are numbered. Do you not understand sellers have plenty of options when it comes to selling? Your not the big dog in the room anymore. I often wonder just how many current or former eBay sellers now have their own venues? Thanks To Big Commerce and Shopify they've made it very easy for sellers to control their own destiny. AND it's a stress free environment to boot! No more feedback extortion, no hoop jumping, no more fear of punishment when the occasional human error occurs.  For me - I'm digging it.

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by: pace306 This user has validated their user name.

Wed Mar 25 11:10:16 2020

This is yet ANOTHER example as to why eBay should NEVER be allowed to be part of something it has no business to be involved in - returns.

eBay disnt sell it, knows nothing of the condition shipped, or returned, has no idea of REAL shipping costs etc

Why should they be involved at all?

eBay = San Jose Mafia - they lean on you till you give , then break your knee caps ....

Criminals the lot of them - Hey eBay thugs - come try and sue me for slander!

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by: I Must be Crazy This user has validated their user name.

Wed Mar 25 11:45:52 2020

Unfortunate. One more example of why one should think real hard before asking for help from eBay.

I haven't contacted them for anything in years. Why?  Because anytime I did they were never able to help. Not ONCE have they ever resolved a problem for me. I have been double billed 3 times in the last three years; seems to happen every May. The first time, I called. Nothing they could do. The next two times, I didn't bother. Just worked through it.

The time spent waiting to ask the question isn't worth it.

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This user has validated their user name. by: CanBrit

Wed Mar 25 19:29:07 2020

An interesting item on Yahoo Finance under Insider Trading.

SCHENKEL SCOTT F
Chief Executive Officer Direct Mar 12, 2020

Isn't INTERIM CEO??????? Yahoo, get your reporting right!

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by: Silver Ice King This user has validated their user name.

Wed Mar 25 23:39:59 2020

@CanBrit

My guess is that interim title was actually removed ages ago as Ebay has not been actively searching for a replacement, which was brought up by another unhappy investor recently.  I truthfully believe that Ebay has realized that they have no idea how to fix their marketplace platform anymore and their goal at this point is to buy back as much stock as they can to drive the price up as far as they can get it and then sell at least the marketplace and probably everything.  Ebay realizes that their name is completely tarnished in the business world so keep management as it is so they all can cash in their golden parachutes and once again rip the shareholders off for even more unearned income.

I am sure it would be difficult to attract any top talented CEO to even interview with them, but they do not even seem to be making an effort to do so.  Every change that Elliott stated should happen when they sold off Stub Hub has not even come close to happening and I don';t believe it is even being discussed.  I think that is why Wenig left so abruptly as he still believed that by forcing all sellers into Mangled Payments that Ebay could turn itself around and the BOD including Elliott realized that the game was over and it was time to make as much for themselves as they could before  dumping the company and leaving the shareholders that were not in the know to take the massive hits to their stock portfolio.

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This user has validated their user name. by: Marie

Thu Mar 26 02:17:26 2020

This a huge problem with email help on Ebay.  It has always been an issue dating back to when it was available on the site years ago.  

What happens is you send in your initial email explaining your issue.  Then someone responses trying to help.  If that first return email isn't sufficient, this is were the trouble really starts IMHO.

So that email didn't quite do the trick and you respond with more information or more questions or both.  So now another CS gets the email [likely not the same CS as you originally had] and tries to resolve or inform you of something.  But they don't take the time to read the email string.  It is all there, but they just don't take the time to read it.

So with each reply to their emails, the merry go round just keeps moving faster and faster until you head hurts so bad and you give up.

I think in the OP's store, this is a very telling sentence that just supports what I just said.  "After reviewing this case, we decided to keep the original outcome. We weren't able to grant your appeal because we determined the original decision was correct. You won't receive a refund for this case."

The OP wasn't trying to get a refund for the CASE [that is an important word].  They just wanted their shipping refunded back to them.  

I don't know what can be done about this.  But if you have to go beyond that first email this is likely the outcome.  So make sure that bottle of booze or wine isn't too far away.

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by: Disgruntled_Seller This user has validated their user name.

Thu Mar 26 09:39:10 2020

We issued a refund about a week ago (managed payments). Couple of days later angry customer sends message demanding the refund. Checking the previous emails and the print of the confirmed refund screen done at the time, which we file, we showed the refund completed. However, in rechecking the transaction, the refund didn't continue to show which is why the customer though we were not refunding. Asking eBay, referring to the refund ID, resulted in they had no idea where the refund went and they only thing to do was issue it again. So far it hasn't shown up twice in our refunds charged to us but we are not holding our breath that it won't.  

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by: pace306 This user has validated their user name.

Thu Mar 26 09:54:42 2020

1) SIK is more correct then he knows :). He got the scenario %10000 - its all about pushing the stock price up to then sell and make money.

2) getting eBay involved in anything is a disaster - as they have their fingers on the scale, are basically the most corrupt company around

3) I had (I gave up) a case where I went through 6 different CS agents - each one trying to "fix" an issue that should never have existed, I have 6 different SR#s and they all never fixed it. I cost me to be downgraded from Top Rated to what ever level is below that.

I know that eBay did it as revenge .......I just cant prove it (on paper)

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This user has validated their user name. by: Marie

Thu Mar 26 10:33:44 2020

If a seller is NOT TRS w/ a 30day+ return policy or a seller that offers Free Returns, if that seller issues a partial refund to a buyer for any reason on a SNAD, that buyer can appeal the case and likely win the balance of the refund.

Only TRS w/ a 30day+ return policy or a seller that offers Free Returns are protected from this.



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