EcommerceBytes Letters to the Editor Letters to the Editor
Your emails to EcommerceBytes
For consideration, send your email to ina@auctionbytes.com with "Letters to the Editor Blog" in the subject line! Remember to include your name as you would like it to appear in the blog.
Sat Dec 21 2013 08:01:02

eBay Opens Claim Against Newegg in Response to Buyer Question

By: Reader

Sponsored Link

Hi Ina,
I ordered an item from Newegg. In my opinion they have always provided great service. Apparently FedEx is having some problems with this shipment.

I used the eBay "Contact the seller process"s and requested some info. I had no intention of opening a "case".

Then I received this from Ebay:
eBay Customer Support has opened a case for you. The seller has until Dec 17, 2013 to respond.

Newegg sells thousands of items on eBay so I suppose this is no big deal for them. Unfortunately if this was a small seller a few "cases" would be enough to shut them down. This leads me to wonder: Is this a matter of incompetence on eBay's part or simply a handy way to justify getting rid of small sellers?
All my best,
Don

Note from the Editor: This is a new policy eBay implemented this year, see this EcommerceBytes blog post.




Comments (28) | Permalink

Readers Comments

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: Mr. Me This user has validated their user name.

Sat Dec 21 12:28:06 2013

Ebay rids itself of small sellers and turns a blind eye towards big proffitable "retailers"  ........    there are no "accidents" ........ on ebay everyone is "equal".... some moreso than others.

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: a_c_green This user has validated their user name.

Sat Dec 21 12:57:58 2013

If I may refer you all to this previous Letter to the Editor from last November 6:

http://www.ecommercebytes.com/C/letters/blog.pl?/pl/2013/11/13
83759059.html


...scroll down near the bottom of page 1 there, and you'll see a writeup I did, showing that opening or not opening a case depends on exactly which category you choose when you're trying to contact the seller after the end of the auction you won.

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: Bloggo This user has validated their user name.

Sat Dec 21 17:19:45 2013

Q: ''Is this a matter of incompetence on eBay's part or simply a handy way to justify getting rid of small sellers?''
A: Both

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

This user has validated their user name. by: Marie

Sat Dec 21 19:23:08 2013

Not everything that Ebay does is to rid itself of small sellers.  With that said, I certainly have a strong dislike for this newer policy.  It causes extra work, unnecessary concern for some of my customers and turns a simple communication into an involved time consuming ordeal.

OP there are ways around this.  If you send your seller an email and check item description or something about receiving the item, it will prompt a claim.  But the other options don't.  To be safe, I just always check "other".  Then I can communicate without Ebay's interference.

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

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

Sat Dec 21 19:29:43 2013

eBanged Again!

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

This user has validated their user name. by: Ric

Sat Dec 21 20:29:43 2013

Once again, eBay's management has created a process which serves to confuse and alienate buyers not to mention the problems caused for sellers.

This company seems determined to continue being it's own impediment to buyer and seller satisfaction as they apparently do not care that the buyer did not want or intend for a case to be opened.

eBay's process create more problems than they resolve and they can not see that THEY are the problem.

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: ebay refugee camp This user has validated their user name.

Sun Dec 22 12:22:56 2013

Here is the problem. the 100% percent buyer guarantee that someone id too bull headed to admit it is a total mistake. Ebay is opening cases automatically to make sure they get the sellers money right away, even if the seller is not at fault. I you protest a case and you do get seller protection your case is held for seven days before someone at ebay decides to release your held funds and then add a few more days.
Ebay is offering that 100% guarantee, how much do you think it costs ebay if the seller is right they have to cough up the dough? but they are making it extremely difficult and time consuming and why is my money being held for two weeks when I did nothing wrong?
Instead of scrapping this guarantee which has invited bad buyers to frolic unabated through good honest sellers profits and reputations ebay has publicized it even more, plastering it everywhere on their site. It is like if you protest something the bully does the bully gets worse.
Ebay execs are truly bullies and are willing to do anything to get their wall street bonus.
So let us all call this what it is a wealthy bully who is consumed by greed and power.
There are many sites online which define adult bullies, bullies in the workplace and it is very, very clear that what smaller sellers on ebay are dealing with is a bully.....

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

This user has validated their user name. by: Anonymous Annie

Sun Dec 22 17:51:43 2013

----- ''Not everything that Ebay does is to rid itself of small sellers.''

I know that you always try to be fair and honest, Marie. You always approach things with logic and intelligence.

But, I think the courtesy and consideration that you're offering to eBay with your opening sentence is completely undeserved. When it comes to this, there can be no ''benefit-of-the-doubt'' afforded to them.

While what you say may be *technically* true, in the most narrowly-defined hair-splitting analysis... and when one considered the plethora of other things that eBay does---well, yes, I suppose it is true that (literally) not every, single, thing, that eBay does is intended to rid itself of small sellers.

But in this case, I think it's rather obvious what eBay's intentions are. History has shown us time and time again. eBay's own recent actions offer us further proof.

The policy-makers and designers know FULL WELL that the average-everyday eBay buyer isn't going to choose ''other'' when asking the seller a simple follow-up question.

Yes, eBay offers the non-punitive ''other'' option, but common sense tells me that it's only available (and a not-so-obvious afterthought) so that eBay can have plausible deniability when they are accused of intentionally trying to harm rank-and-file sellers. If ever cornered on the issue, eBay can always assign blame to the buyer for ''choosing the wrong option''.

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

This user has validated their user name. by: Philip Cohen
Web Site

Sun Dec 22 19:42:20 2013

Regardless, if it is not by deliberate design to “open a case” automatically without appropriate reason, it can otherwise only be a further demonstration of eBay’s habitual incompetence or, if the same automatic mechanism does not apply to eBay’s “preferred” sellers, eBay’s habitual deviousness. In the final analysis, does it really matter which it is, as the whole kit and caboodle appears to be past the point of no return in its final journey down the toilet … Well done Johnny Ho …

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: comet This user has validated their user name.

Mon Dec 23 00:19:53 2013

There SHOULD be at least one more step that a buyer would have to take to DEFINE exactly what they wanted to DO here---'

1. Open a Case  

2. Contact Seller For Further Info

3. Return An Item

4. Get Item For Free By Lying

Well maybe not that last one.

But yet ebay has known that this is an unpopular and punitive way to have a buyer communicate with a seller and they STILL refuse to add in this or some other step BEFORE a possibly unwanted case is filed.

Which of course counts AGAINST a seller even if the buyer just wanted to say THANK YOU or GOT ANYMORE OF THESE WONDERFUL WIDGETS?

So yes I agree with Marie on this BUT I think buyers are not educated on the main to KNOW how to DO this.

Therefore I have my doubts about ebays actual intents.
 

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

This user has validated their user name. by: Bill

Mon Dec 23 00:22:00 2013

Annie:

I agree with you completely. Everything that eBay does is thought out completely and is done with the intent of not leaving them culpable for any action they might do. To not understand that is naive and leaves one self open to the harm that their bots will do.

Bill

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: charcorvet This user has validated their user name.

Mon Dec 23 07:23:43 2013

Comet #like!! #agree

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: Carol This user has validated their user name.

Mon Dec 23 09:21:40 2013

Excuse me in advance for addressing the OP's concern rather than using his post as a platform for railing against ebay.

From the seller's perspective, it is certainly a shock to receive an ebay message saying that a case has been opened.  However, the ''case that isn't really a case'' process actually works smoothly.

When you talk to a CS rep about this, they are quick to explain that this kind of ''case'' doesn't affect seller performance metrics unless the seller doesn't take care of the problem.  

If ebay changed the terminology to ''customer inquiry'' or something similar, it would take care of the problem for both buyer and seller.

My only criticism is that ebay hasn't done this yet, causing unnecessary confusion and anxiety.

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: mrsc5inla This user has validated their user name.

Mon Dec 23 09:38:12 2013

This happened to me also.  The buyer had a question on the order and a case opened.  It was a custom order to boot  
Now, here is a good way to waste a small sellers time.  I had no way to address the customer and had to sit on hold with eBay support to get it resolved.  What a pain - this takes away from our time to process customer orders

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: FREDDY This user has validated their user name.

Mon Dec 23 10:00:00 2013

It is done intentionally as ammunition to get rid of a small seller. Well thought out, in case of legal action, they can point to a number of claims against the seller.
ebay claims that it is not held against you - sounds like I heard that before with the DSR.

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

This user has validated their user name. by: Puck

Mon Dec 23 12:50:20 2013

"So yes I agree with Marie on this BUT I think buyers are not educated on the main to KNOW how to DO this."

"Buyers have told us repeatedly they don't want to be educated..." (Or something very close to that.) - Uncle_Grief

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

This user has validated their user name. by: Rexford

Mon Dec 23 14:19:49 2013

Simply wishing to ask a question, which automatically opens a case.

It defies all common sense.  The heavy hand of eBay.

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

This user has validated their user name. by: Puck

Mon Dec 23 14:58:29 2013

@comet:
Your recommendation makes perfect sense.

That's why it will never see the light of day under current management.

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

by: pace306 This user has validated their user name.

Mon Dec 23 16:00:13 2013

Im suprise that eBay opened a case against Newegg.

Newegg & eBay are best buddies (if the information in TWICE is any indication).

Im *SHOCKED* eBay would turn on its own .... LMAO no Im not.

Besides ... Negatives and low DSRs mean nothing to Platinum sellers - so why is this even a discussion?

As for eBays intentions ... there isnt enough "internet" to describe all the lowlife, quasi-illegal, underhanded things they do ... its enough to say simply:

1) eBay isnt your partner in any way shape or form.
2) eBay uses sellers to bring FVFs to them - they dont "care" about you (or your family, who you know in politics, how much money you gave to your church or anything else). You are a number (like a prisoner in a jail cell)
3) eBay doesnt care about rules for a large group of people. THEY count, you dont (me as well). They can break the rules, you cant. Its unfair, its morally, & ethically wrong and more on so many levels - but eBays answer is and always will be "so what?"
4) eBays (1) and only concern is being sued by some large group or corporation. They arent afraid of local news, national new, business reports, the law, local law enforcement, state laws, federal laws or anythig else. Being sues = throwing away money - money thats needed to put into the Caymans. GRIFF, Lyin Ryan, JD all paln to retire in a MYCH better place then you or I - and if they can step on you - they do so with GLEE.

"we aint brothers, we aint partners and we aint friends"

'nuff said

eBay Opens Claim Against Newegg in Response to Buy   eBay Opens Claim Against Newegg in Response to Buy

This user has validated their user name. by: Anonymous Annie

Mon Dec 23 18:01:58 2013

Carol tells us: ''When you talk to a CS rep about this, they are quick to explain that this kind of ''case'' doesn't affect seller performance metrics unless the seller doesn't take care of the problem.''

Thanks for the info, Carol!

But that has me wondering. If a buyer opens a case-that-isn't-a-case simply to say:

-- ''Thanks for the great service,'' or
-- ''I received it two days faster than you said!'' or
-- ''Never mind about that special request,'' or
-- ''My wife loved it!'' or
-- ''I double-checked, the 12-inch widget will work fine,''

... then what criteria will be used to determine that the ''case'' has been properly resolved?

Is it left up to the buyer to take time to return to eBay and mark the ''case'' as being resolved to their satisfaction? --- If the buyer forgets, or doesn't realize that follow-up is needed, does the 'case' default against the seller anyway?

Click to view more comments
1 2  [Next Page]


Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.