|Mon Oct 13 2014 15:17:29|
New eBay Returns Process Encourages SNAD Claims?
I'm hoping maybe you can help or at least post this head's up for everyone...
I have been on eBay since the beginning and am a top-rated power seller. Last week I had the "opportunity" to participate in the new return process and was left angry and frustrated. I have always accepted 14-day returns, buyer pays return shipping, and I refund return shipping if it is due to my error.
I sold a craft pattern book to a new buyer (on eBay for less than a week) through a BIN with free shipping. The book was listed in the craft pattern category, the description went on to describe the condition of the book, what patterns were included, etc. I included an actual picture of the front and back covers of the book. I have sold a lot of similar pattern books over the years.
Last week I woke up to a return case filed without contacting me. I had never seen this return case process before. I was confused as I am not part of managed returns - I checked and it was not accidentally marked in my settings. Buyer selected the option that item was not as described and wrote as a reason that they thought it included all the materials necessary to make the patterns and all the miniatures pictured on the front cover of the book.
I immediately called customer service since my only two choices were to accept the return with seller paying return shipping via eBay's label ($8.00 fedex for a package I paid $1.80 first class with DC for) or refund and let the buyer keep the item. No selection for buyer's remorse. Obviously the buyer didn't want to pay return shipping.
I immediately called customer service and they looked at the listing and agreed with me but couldn't do anything until the time period expired for me to make a selection. They said to contact the buyer via eBay messages to work something out (buyer of course never contacted me or replied to my message saying to mail the item back at their expense for a refund). They also said I would not receive a defect until the return was escalated by the buyer from a not as described case.
One week and many calls to eBay customer service (both regular and escalation teams, US and offshore), here is the takeaway:
1) I was lucky enough to be in a new return process test by eBay to streamline returns even though I'm NOT in managed returns.
2) When the buyer selected item not as described in the new returns process, I received a defect even though the buyer LIED as to return reason.
3) Customer service CANNOT REMOVE A DEFECT when buyer selects not as described as the reason for return. I had 7 customer service reps tell me that though they agreed it was the buyer's fault for not reading anything in the listing, they couldn't do anything. The 8th representative said it was my fault because the picture of the front of the book showed materials and accessories. I asked her how I could prevent the situation in the future or do anything differently and she said Uh, uh, uh, then silence, then a hang up.
4) An eBay rep in the US actually went and asked his supervisor on his lunch break how to fix this and called me back. The supervisor's solution - though she agreed with me too - it would be best for me to immediately refund the buyer so I wouldn't receive a SECOND defect since eBay had already decided in the buyer's favor. They just do not have the power to do anything.