|Mon July 28 2014 21:24:30|
Seller Hears Rumors that eBay Will Tweak Defect Policy
The recent article on eBay "may count late deliveries as defects" is not new. We've had more than a number of buyers open cases against us for this. This is really less to do with anything other than this is just a standard case of buyers remorse, which is covered if you have a return policy.
Amazon rules apply basically - buyer can return the item for any reason within the stated return policy.
This would NOT apply if the auction specified no returns or the case was opened after the return policy for the listing. What happens in this case is that the "reason code" is listed as "description." (Other codes are, item was wrong, missing parts, damaged, defective, etc.)
Long story short, if you have a return policy, you must accept a return within that period. Frankly the only exceptions I've found to that are "item modified" (this is the one I lean on a lot, any time a buyer "took it apart to look at it" or anything similar, I lean on that one strongly for a case to close in our favor and "buyers remorse" (outside the return period).
Also some clarification that seems to have hit eBay recently.
The "descoring" of cases refers specifically to "cases without seller resolution." It does not remove a defect. Only cases found in your favor qualify i.e. buyers remorse outside of return policy, item modified etc. More than one agent was flabbergasted by this and confirmed it. They were distraught over this.
I have heard from 2 reps today that a week before the 20th evaluation they will possibly be announcing changesappeal guidelines. From what I can tell leading up to this, cases in which a refund was offered before the case, and the opening of the case only serves as a platform for the buyer to attempt to force eBay to provide a return label when one is not provided by the seller (because it is listed as buyer pays return costs), or simply because the buyer wants typical reimbursement that isn't provided (money for time, gas, send me something not included in the listing, etc.) will the defect be removed.
This is a reach, but I think we may see another reason code added called "structured listing" in which the return is provided for a reason that is covered within the listing. Similar logic is in the feedback removal policies. That is pure speculation on my part. I have heard the former mentioned before though several times, so it's a rumor but not pure speculation.
I had heard for some time before this that reps were waiting for tools in August. So this could have some merit. Everything with these systems are in a "If, Then" setup. Meaning the reps need to select appropriate reason codes. So what will likely happen is that "already refundedsent return instructions" will probably allow the "opened case" defect to be removed. There will likely be qualifiers like feedback removal, for instance, the buyer can't be escalating it for ANY other reason. For instance they haven't heard a response to another question in real time (because it's the weekend), or a bunch of other reasons.