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Mon Oct 13 2014 15:17:29

New eBay Returns Process Encourages SNAD Claims?

By: Reader

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Dear Ina,
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.

Thank you,
JLN




Comments (86) | Permalink

Readers Comments

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: Massachusets Howler This user has validated their user name.

Mon Oct 13 15:35:21 2014

2nd defect??

OF COURSE the process encourages SNADS.

Another lazy buyer steals from a seller with ebays assistance.

Can a seller really get 2 defects for 1 transaction now or is this simply a "miscommunication"???

Make a decision TODAY, list it on ebid instead.

NEVER accept Paypal.

MH

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: Enough Is Enough! This user has validated their user name.

Mon Oct 13 15:48:40 2014

Yes. And ebay's attitude is "Yes, we know these rules do not make sense. We want to get rid of you small sellers. If you do not agree with the new rules, just wait. We promise to turn the screws even tighter soon".

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: fashionista This user has validated their user name.

Mon Oct 13 16:46:58 2014

I also have 14 day return policy, it has always worked.
I offer free ship and clearly state that original ship will be deducted, never had a problem. (unless it's my fault, I will pay original shipping of course)

I just called cs and they basically told me, too bad, that's the way e-commerce is going, so we guarantee original shipping
I asked to please let me know when they announced this change, she couldn't tell me but assured me we were notified.

I have noticed an increase in rudeness of the cs reps, before at least they would say "i understand your frustration" " we value your business"  nothing like that any more, this one basically told me if I didn't like it I could go elsewhere.
I was told this wasn't a case unless it was escalated.

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

This user has validated their user name. by: Basset

Mon Oct 13 17:17:06 2014

I'm

charging shipping cost,

listing mostly lightweight items,

having buyer pay return shipping unless I've made a mistake,

hoping for honest buyers,

planning for our cultural greed and bad economy where buyers go for SNAD to avoid paying return shipping,

planning to lose the original shipping in return scenarios,

planning to lose TRS (no 90 day returns),

planning for TRS to leave forever,
 
planning to list less,

planning for outages and glitches to make the going tough.

And when the going gets tough......

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: sasikat9 This user has validated their user name.

Mon Oct 13 17:35:08 2014

And the worst part of all of this is when one calls customer service and five hours later you are still on the phone sometimes its just not worth arguing over.

That happen to us for a 3.00 item...Fleecebay wanted 5.05 for returned shipping on a three dollar item. Better to just refund and block and move on.

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: fashionista This user has validated their user name.

Mon Oct 13 17:38:20 2014

@ basset.....agree with everything, except I think you're too optimistic "hoping"

ebay has CREATED the dishonest buyer, because they themselves are dishonest.

When the cs rep told me it was the "trend" to have sellers pay shipping for returns, I should have told her it's also the "trend" not to have sites that are hacked and don't have outages and glitches every week.

I have already marked no returns to any items over $100. Probably go to no returns on everything at the end of the month.
I will start charging for shipping

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: fashionista This user has validated their user name.

Mon Oct 13 18:58:58 2014

the cs rep kept saying this change was announced several months ago, I can't find it, and she couldn't point out the specific announcement. Did anybody see it?
Is Marie around that always up to date with the policies?

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

This user has validated their user name. by: shabbychick

Mon Oct 13 22:01:20 2014

So, you are saying that if I sell an architecture book with a photograph of a Frank Lloyd house on the front, I must include the house?
I guess that's just the way it goes in ''Ebay upside down land''.  

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

This user has validated their user name. by: shabbychick

Mon Oct 13 22:10:58 2014

Would it be possible to say Absolutely No Returns unless you agree  you have ''Changed your mind'' and call me on the phone after which your refund will be sent as check or cash''.?

If I really wanted to return something and avoid all the Ebay rigamarole with huge return shipping charges etc I would agree to that.

But I'm sure it will violate some newly made up policy.

Geez, its like living in Russia.

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: pace306 This user has validated their user name.

Mon Oct 13 22:39:48 2014

Stealing from sellers is the 2014/2015 eBay way of customer aquisition.

Why pay to advertise (come on really - not those lame ads they run) when you can instead just make customers happy by STEALING from sellers.

When the new returns process was put in place (NOT managed returns) the returns process was changed completely.

Gone is all sales conditions - ie restocking fees, number of days, condition requirements etc.

Instead in its place are the 2 options eBay created. 1 - pay the return shipping - one that eBay is making money from - and Paypal as well, 2) refund the buyer anyway and let him keep the item.

There's no longer any in-between if you choose to accept returns. If you choose to accept returns - those are the only 2 options - forced by eBay.

Of course what eBay slyly hides is that if you don't accept returns - the customer gets to keep the item anyway.

The entire returns scheme is fixed and crooked - yet no one will do anything about it.

Wheres the media, the law - ANYONE?

All you get a crickets, with eBay forcing the returns crap down your throat.

TWICE magazine said that last year returns were a 16 BILLION dollar tsunami on retailers - costs most can absorb.

But eBay neither listens nor cares since stealing is de rigur over in San Jose.

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: pace306 This user has validated their user name.

Mon Oct 13 22:40:59 2014

TYPO - appologies

TWICE magazine said that last year returns were a 16 BILLION dollar tsunami on retailers - costs most CANT absorb.

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: Barbbie This user has validated their user name.

Mon Oct 13 23:20:53 2014

I also have experienced being a part of this trial by surprise, only instead of the customer even answering my email to them, they just left a negative. I wonder if you can opt out of the test?

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

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

Mon Oct 13 23:21:35 2014

This is more of the disaster-in-the-making policies which are destroying eBay. The eBay brand itself has been tarnished beyond repair in the public mind...

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

This user has validated their user name. by: LasVagueness

Mon Oct 13 23:27:30 2014

The last few letters to the editor tie in nicely with Halloween.

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

This user has validated their user name. by: WOODJUNGLE! ON EBAY

Mon Oct 13 23:32:45 2014

Only ONE defect per transaction counts against you.  Not two.  When managed returns become mandatory, I am hoping Ebay allows sellers to appeal an Item Not as describe return before allowing the buyer just to return it.  IF they don't, this will become the new number one most idiotic Ebay policy ever.

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: RichieC This user has validated their user name.

Mon Oct 13 23:33:14 2014

Back to 3 day handling and returns only on defects!

FleeBay wants their 20% discount, they can have it!

I would have preferred they just increased costs
across the board, say 10%? Rather than mess with
what was a pretty good program, TRS Discount.

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: JLS This user has validated their user name.

Mon Oct 13 23:33:49 2014

I do NOT accept returns...and if e-Fleece EVER lets a buyer keep a multi-thousand dollar piece of my jewelry plus gives the buyer their money back?  I will definitely be suing both the buyer AND eBay for theft....maybe GRAND Theft!

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: odona This user has validated their user name.

Mon Oct 13 23:37:14 2014

That just happened to me as well.

In order ensure her return would go through - or because that's the only way she could wade through the ebay contact seller page,  a buyer made a point of claiming ''Fake and SNAD'' as her reason to return something, No discussion or contact or even simply saying she didn't want it now. I would certainly have taken it back...I always have and do. BUt not with ebay unilaterally issuing a return label and charging me back double what I had paid (''You will never pay more than you did shipping if you used ebay labels?)

Interestingly, these items were never EVER faked - not worth enough $$ when new for even the Chinese to make a profit. But that doesn't matter anyway.

I, of course accepted the return but, because the buyer had called it a SNAD, I now have a defect...that now has happened to me twice.

AND the reason, I have been informed, is, ''No buyer who ever has a bad experience on ebay ever comes back to buy on ebay again''...an idiot SUPERVISOR actually told me these exact words...of course in my (only) 16 years on ebay I guess I've imagined turning many unhappy or concerned or uncomfortable buyers into long time loyal clients simply by understanding and helping them...

I'm almost tempted to never take care of my people anymore and see if it makes any difference.

We are not in Kansas any more, Toto.

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: Soggy Dollar This user has validated their user name.

Mon Oct 13 23:42:27 2014

No Test.  This is here to stay. The new big blue RETURN button invites buyers by telling them if they say SNAD and find a reason that we sellers will have to pay return shipping.  After 10 years on ebay - this has been the most underhanded way for ebay to destroy small honest sellers. I've had 6 returns in 3 days - more than I usually get in a month - all with SNAD.  One lady said ''it doesn't match my dress''  and said ''it's wrong shade of blue''.  This is SNAD?  Ebay says if the customer says it isn't as described then the customer is right.  Really?  It didn't match her dress?  I did not have anything in my description that my necklace would match her dress.  I am so tired of customer service's attitude.  They are out to get us (sellers) and they are getting the job done.  I for one am ending a good 10 year run on ebay at the end of the year.  I simply cannot put up with all the bad attitude and micro-management.  I'll run my business with ethics, honesty, a fair return policy and without ebay turning the knife in my back every chance they get.  

New eBay Returns Process Encourages SNAD Claims?   New eBay Returns Process Encourages SNAD Claims?

by: fashionista This user has validated their user name.

Mon Oct 13 23:46:23 2014

@shabbychick

"Geez, its like living in Russia."
That is EXACTLY what I told CS.  I said this is like communism, you have your nose in every part of our business, even if we're trs, 100% fb, when we're keeping our customers happy, you still have to meddle.
I really don't understand how it seems they want less sales.

Funny how they "know" what the buyer wants.....
Hey ebay, they want a safe site, not hacked, they want a site that works, no outages weekly.......
that's the seller's fault right?

I wish Ina would pin someone down on this new policy.

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