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Mon July 21 2014 13:41:23

eBay's Dispute Resolution Harms Small Top-Rated Sellers?

By: Reader

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Dear Ina,
I will also be losing TRS after having it on eBay since it was implemented - I have been with eBay since 2001.

Today (happy birthday to me!) I received another opened case which eBay now promotes as the only way to resolve issues with a seller. No required email FIRST, no direct contact,...just open a case so that it will count against the seller. Once again, due to something outside of my control. Here are the specifics:

The buyer opened a case: Item doesn't match the description Jul 19, 2014 at 9:23 PM

The case details:

The buyer says the item doesn't match the description.
The buyer paid on Jul 10, 2014.
The buyer says there is a problem with 4 items in the order.
The buyer chose "other" as the problem with the item

Additional information:

"Hi- I went to the post office today to say I did not receive this item that they say was delivered. They said the seller or shipper has to file a claim with the USPS to track the package further and get a refund. Sorry - not sure what else I can do. I have ordered these in the past from you with no issues. Thanks Anna"

The buyer requested:

A replacement item

Transaction information:

While the buyer's case is open, the funds from this transaction, including the purchase price and shipping, are not available for withdrawal. View PayPal transaction.


Here is a screen shot of my current dashboard (please note that I sell some personalized items that require information from the buyer and sometimes I wait - hence, the lower tracking number uploaded within handling time. Also the number of refunds - most due to buyer request as they changed their mind):

I was so in love with eBay in the beginning,...and it was part of my retirement plan. Now, I have several websites and sell on other venues. Still not the sales volume as eBay even at its slowest due to Google changing up their game plan. Small online sellers will never be a winner in the ecommerce arena.

I have a complete store in my home and nowhere to sell the goods (yes, just closed a bricks and mortar store so not kidding!). Hours and hours of time spent on photos, descriptions and entering listings on all of these venues and you are still invisible.

Retirement is not looking like the "golden" years for me,...you can plan but it's all for nothing when this stuff happens that is totally out of your control.
Wisconsin Seller




Comments (36) | Permalink

Readers Comments

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

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

Mon Jul 21 14:04:45 2014

You are witnessing/experiencing the corporate disdain and disregard for small "mom and pop" entrepreneurs.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

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

Mon Jul 21 14:29:38 2014

Try calling customer service. First the buyer should have filed an INR claim. Keep calling customer service until you reach a reasonable human being. INR claims are supposed to be resolved in favor of the seller and the 'defect' removed when the item shows as delivered.

I don't know for sure what ebay's current position but if a package shows delivered ebay used to consider it delivered.

After all, ebafia buyers can return empty boxes and boxes containing rocks with tracking, and when the tracking says it's delivered, ebay considers the return delivered.

Just don't sit back and go down without a fight. Keep calling and calling and calling customer service until they fix this.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: sasikat9 This user has validated their user name.

Mon Jul 21 16:11:36 2014

Ebays answer is a gem...Sell more.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: Jake990 This user has validated their user name.

Mon Jul 21 17:47:42 2014

I have been selling on eBay for 15 years and have sold millions of dollars as a TRS.

IMO, eBay is a dishonest, sleazy, and highly unethical company.

IMO, the basic premise of eBay is bad faith and greed. One proof of this is that eBay routinely condones the sale of Chinese fake merchandise on eBay and does nothing to police it.

It takes an expensive lawsuit to shut down eBay piracy as Louis Vuitton learned the hard way after eight years in court with fraud-enabler eBay.

The answer for eBay would be to have a fair and equitable resolution policy that does not punish good faith sellers. However, the idiots who manage eBay cannot formulate and stick with a coherent policy and instead continually reverse themselves on policy based upon knee jerk reactions.

Pick your poison: I began selling on Amazon several years ago to escape from eBay incompetence. I have to pay Amazon's a much higher commissions, wait for my money to be transferred, but there is so much less aggravation selling on Amazon that the tradeoff is worth it.

I still sell on eBay because I need to, but they really are a horrible company.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: FLIPPER This user has validated their user name.

Mon Jul 21 22:56:24 2014

So I'm experiencing both ends of EBAY's cr@ppy dispute resolution system. First I sold an item several days ago which stated it was for ''professional use'' and in the terms and conditions stated that the buyer would have to confirm to us that they read  and agree to the terms of the sale.  Despite numerous messages and emails , no response from buyer so now I have to cancel the sale and take a hit to my top rated status- all because a buyer won't comply with REASONABLE terms and conditions CLEARLY stated in the listing.

In the second instance, I won an auction where I was the only bidder (nope didn't have to ''snipe'' it.)Anyway the opening bid of under ten dollars was, in theory, quite a buy for me as the uneducated seller apparantly realized after seeing other auctions for similar items. Now claims there was a mistake and unilaterally refunds my monies AND won't complete the sale. EBAY has done NOTHING to thwart this seller who is relisting the item I won fair and square! Now I have to see what legal options are available  (I'm open to suggestions) Ebay of late has become more and more of a pathetic joke (when I'm in a good mood) and downright aggravating at other times.  

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: maxmad This user has validated their user name.

Tue Jul 22 06:14:27 2014





No way to fight ebay without wasting time, and time is money, you cannot keep fighting them, there comes a point in time where it's not worth it,

just like when 8 tracks were once the best, ebay too is becoming obsolete,




eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: cdunn142 This user has validated their user name.
Web Site

Tue Jul 22 07:19:58 2014

why are you still selling on ebay the fees are a joke and they dont want small sellers come and join ebid today at http://uk.ebid.net/buddy/412775 and say NO NO NO TO HIGH SELLER FEES TODAY  

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: stampman.cowell This user has validated their user name.

Tue Jul 22 08:11:56 2014

Does Ebay not realise that we small sellers offer, quite often, unique items that are not found elsewhere, this is the fun of Ebay. The big guys can just brush away 1 complaint in 100, but we can't. The more small sellers that give up on Ebay, the more boring & 'samey' it will become. Like going to Wallmart (USA) or ASDA(UK) where everything seems to me be the same in all stores? We need variety & we need small sellers. Wake Up Ebay!

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: go-figure This user has validated their user name.

Tue Jul 22 08:20:47 2014

@OP, Wisconsin Seller:

Shame on you, don't you realize that eBay now expects you to be present when your packages is delivered to your customers! Clearly that's the expectation since we are now responsible for making sure that the item was correctly delivered by the shipping provider and that the customer was actually the person that received the package! (rant not really directed at the OP).

It has all reached the point of complete and utter stupidity on eBay. Like so many others, we have been a TRS seller since the program was launched. We have a 100% feedback rating, only 2 neutrals in over 500 transactions in the past year and thanks to a couple of innocent buyer questions and a couple of accidental cases, we too will be losing our TRS on August 20th. Great system: 100% positive feedback yet your not good enough for their site (and they wonder why sellers won't recommend to others that they should sell on their dieing site).

Thankfully, we started diversifying years ago. eBay used to be 90% of our sales volume. Now, it's less than 2% and our annual sales are up fivefold in that time.

Bye, bye forever eBay. (BTW, we haven't bought an item on the site now for over 15 months). Note to eBay management: constantly slamming, minimizing or assaulting/insulting your sellers does impact your bottom line!!!

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: DVDs&More This user has validated their user name.

Tue Jul 22 08:41:02 2014

The current system discourages customer service.  I ask customers to contact me directly to resolve problems and inform them that if a case is opened, the product will have to be returned.   I had a buyer ignore my request and open a case, I think just to be nasty.  Had he e-mailed, I'd have replaced the item that was damaged in shipping with no additional cost to the buyer.

Now that the case is opened, there's nothing I can do to avoid the defect, so I might as well get my product back so I can try and repair it, right?  There's NO REASON to try and make it right and leave the customer happy, or at least less upset.  In fact, it's best to try and piss the customer off MORE, hoping you get a threat of negative feedback if you don't do something, which happened in my case, so now I can get the negative feedback removed.  I didn't set out with that goal in mind, but that's what I've learned from the situation.  

- Mr. DVD

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: Tornad0sRul This user has validated their user name.

Tue Jul 22 10:12:53 2014

Good advice Ming.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: toyspast This user has validated their user name.

Tue Jul 22 10:17:12 2014

Regarding the OP's post, I think that she should escalate the case because the buyer did not choose the correct reason to open the case. They said that it didn't match the description but said in the comments they did not receive the item. OP should be able to get it closed in their favor and  the defect removed.  

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: Tornad0sRul This user has validated their user name.

Tue Jul 22 10:23:28 2014

Maxmad, don't let them win.  Don't give up.  I hear your frustration and the small sellers must fight back because I know that most buyers like small sellers too.  I fought back hard and fierce and I eventually won right before I was ready to give up for good. Unfortunately it is factual that EBay has the shoppers/viewers that I have been unable to find anywhere else so I am stuck there selling my antiques and collectibles.

Greed and profit is always the number one motivator of every large corporation in the world so EBay is no different.  The bottom line is all that counts and the entire company focuses on trying to inch that bottom line higher and higher caring nothing about ethics or morals and worrying more about how to comply with the laws.  That is how successful business works.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: Tornad0sRul This user has validated their user name.

Tue Jul 22 10:25:52 2014

Also, it is possible that already the cheats and scammers have figured out that opening a case with the wrong reason code is effective because if he/she would have opened the case as "item not received" and the tracking shows that it was delivered, he/she would not have a leg to stand on so he/she chose a different reason.  Sellers must always be vigilant about the thieves on EBay because they are always one step ahead of the law/rules and they usually rip off a lot of sellers before getting caught.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: wilmo This user has validated their user name.

Tue Jul 22 10:44:55 2014

Dumb, stupid, sleazy, shady, corrupted, mafioso, unethical, disgraceful, shameful, liars, cheaters, that  is EBAY in capital letters. They are so bad that the Feds needs to do something about them.  

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

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

Tue Jul 22 11:20:01 2014

At http://www.onlineauction.com there are no such rules put on the backs of sellers. Since we charge an affordable monthly or annual membership subscription to our site and do not charge listing or final value fees, they have no need to interfere with communication with, or keep a seller from settling their own disputes with a buyer. It clearly states in their site policies that they do not and will not be involved in a seller buyer dispute. This site is more a traditional American free enterprise type of site without rigid controls.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: comet This user has validated their user name.

Tue Jul 22 12:15:08 2014

I suppose I was remiss in not being at the USPS Sort Facility to rescue my package from being EATEN by one of their savage machines huh.

Guess if I lost a hand or more yanking the envelope out of the rollers that would--according to ebay--be just the "Price of doing business".  

Now hoping that the buyer is reasonable and that the PO locates her item---the envelope was pretty savagely ripped tho so the item might be severely damaged.  And surely the buyer will have a "right" to file against ME even tho I am NOT the PO and did NOT damage this package!

Wonder what the "rules" are about that????

Oh well gave up my TRS when they demanded the one day shipping and unlimited returns.  Already have enough problems no need to add more!  

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: jdbok This user has validated their user name.

Tue Jul 22 12:38:27 2014

I am one of the original TRS but I lost it as soon as 1 day shipping was required.
its OK all they needed to do was say no more 20% discount but they did it this way instead....
my sales are still sustainable-- any other site or my own simply can not touch the ebay traffic-- end of story.
but this defect thing has adversly affected me in an unexpected and serious way that I think may point to future problems for everyone.
I was invited last year to take a paypal working capitol lone-- it was the best!!!-- I have trouble getting business loans becouse of old student loans= bad credit.
this loan enabled me to get a new lucrative source and increased my business. when I paid the loan off with no problems I was turned down for a 2nd loan becouse my paypal account was not in good standing!
after hours and hours of CS and supervisers I found the ''not in good standing'' was baased on a handful of diputes that the rep acknowledged  were cases of customers simply wanting to ask a question but being directed by ebay to do so through the dispute form
ebay acknowledged  this, paypal acknowledged  this and working capitol acknowledged  this.
they also all confirmed there is no solution.
WTF!
I have been selling on ebay since '96
I follow every rule jump through every hoop, upload tracking for every item, have clear discriptions 100% clean and honest business.
loosing this loan means I may loose this new source if I can't keep up with buying quantity.
all my disputes are folks asking questions like--
?where is it? answer heres the tracking # it will arrive tomorrow.
? do you accept returns it doesn't fit-- answer yes
? did you ship it yet-- answwer yes heres the tracking that I uploaded
etc etc
none for any actual dispute just customers who can find no other way to ask a question.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

by: joshua This user has validated their user name.

Tue Jul 22 13:21:08 2014

The first thing you want to do is throw your hands up and quit. However one thing you can do is called a ''SPEED UP''. As stated in many comments call customer support and voice your concerns.10 -100 calls ''not an issue''. 1000 calls ''Let's keep an eye on this''. 10,000+ calls ''We may need to look in to this''. Customer Support does log their calls by category and someone does get that report. Now whether or not they do anything with it is another issue.

eBay's Dispute Resolution Harms Small Top-Rated Se   eBay's Dispute Resolution Harms Small Top-Rated Se

This user has validated their user name. by: Puck

Tue Jul 22 14:13:53 2014

''I was so in love with eBay in the beginning''

Ah, yes.
The eBay Emerald City turned out to be made of Heineken bottle glass.

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