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Mon July 28 2014 21:24:30

Seller Hears Rumors that eBay Will Tweak Defect Policy

By: Reader

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Dear Ina,
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.
Regards,
N.




Comments (27) | Permalink

Readers Comments

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

This user has validated their user name. by: Puck

Mon Jul 28 21:31:25 2014

By opening the door for late deliveries to be disputed as SNADS, it looks like eBay has already ''tweaked'' the defect process.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: LinneyPinney This user has validated their user name.

Tue Jul 29 00:33:59 2014

The feedback/defect system is way too complicated and has joined the ridiculous.  

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: sasikat9 This user has validated their user name.

Tue Jul 29 04:56:54 2014

Ebay isn't smart enough nor the programers skilled enough to tweak anything but their own gains....I wouldn't hold my breath on any rumor that customer service might say. Customer service is known as not being to smart and having to read off of a paper.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

This user has validated their user name. by: Rexford

Tue Jul 29 06:09:04 2014

"The feedback/defect system is way too complicated and has joined the ridiculous."

And that's a fact. Why this stuff never hits the pages of New York Times and Wall Street Journal I will never know.

It's like eBay is run by a bunch of Mr. Burns clones from The Simpsons.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: RCL This user has validated their user name.

Tue Jul 29 07:43:44 2014

I wonder if the recent survey received responses that targeted eBay's oppressive and manipulative feedback system. I know I prefer Etsy's, even if they don't increment buys.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: RCL This user has validated their user name.

Tue Jul 29 07:45:17 2014

Oh I forgot to mention EEEEIIIIIIEEEEEEEEEEEEE. Whenever the eBay developers either develop or tweak, sellers suffer so many unanticipated bugs and consequences. Will eBay EVER just stablize for a year or two?

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

This user has validated their user name. by: Rexford

Tue Jul 29 08:22:44 2014

"Will eBay EVER just stablize for a year or two?"

Not while JD & Co. are calling the shots.  And therein lies the beauty of Amazon.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: comet This user has validated their user name.

Tue Jul 29 09:07:14 2014

Annnnnd---What lies or is in store for us at PP now that the HO is at the helm?????

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: Tornad0sRul This user has validated their user name.

Tue Jul 29 09:21:16 2014

Amazon has just as many issues and problems as EBay, and so does Etsy. When I hear someone talking about how much better Amazon is I laugh because it is just a matter of time before they will experience issues on Amazon as well.  In fact some of the problems on Amazon are even worse than EBay.  Also, there are niches' that don't sell as well on Amazon as they do on EBay, and visa versa, so it isn't as "black and white" as so many disgruntled EBay sellers say.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: DebraD This user has validated their user name.

Tue Jul 29 09:26:06 2014

So, to add to this ongoing discussion. I commented yesterday that I had success with having a not received defect removed several days ago, (I did not escalate this case) and that I had a second similar case opened yesterday-Package already delivered within estimated delivery time before case opened. I responded to the buyer, several times, however with it being Monday, shipping was heavy and the wait for Ebay customer service was 13 minutes, So, I did not immediately contact Ebay to escalate this case for review. Honestly, didn't realize it was a requirement as the last rep told me to just call when this type of case comes up. He didn't specify I had to call before the case was closed. The outcome this time, Too bad, so sad-I now have an undeserved  defect, because the customer voluntarily closed the case before I escalated it. Here is the official Ebay policy: "Keep in mind that if the case is not escalated to eBay for review the case will still count as an opened case defect." This goes for both not as described and not received. Interesting, if you have a return policy, it does not matter if you escalate, Ebay will never find in your favor for not as described, so customer service tells me. Not even if the customer is abusing the return policy by attempting to avoid shipping fees, or restocking fees. If you have a return policy and a customer opens a not as described you are getting a defect because you have to accept the return for any reason.  

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: Tornad0sRul This user has validated their user name.

Tue Jul 29 09:50:38 2014

Concerning DebraD's situation, I am wondering if this will start another "extortion" trend for shady buyers to threaten to open cases rather than leave negative feedback.  As it currently stands, feedback extortion is easy to do and common on EBay because sellers have been trained to roll over and play dead in order to avoid a negative feedback, which logically always negatively affects sales. The bad buyers quickly learned how to use feedback extortion and they are apparently learning quickly how to manipulate the new defect policies as well.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: corpuschristi1956 This user has validated their user name.

Tue Jul 29 10:18:11 2014

RE: Comment made by Tornad0sRul

''just a matter of time before they will experience issues on Amazon as well.''

I beg to differ because the mass of eBay buyers were originated for a haggling format as opposed to a store so trying to convert the buyer into a ''kinder, more gentle'' format has been met with huge resistance for eBay. It is not the seller that needed changing, it was their image with the haggling customer. This has not changed as quickly as eBay would like for it to have changed. As for laying down the line with the sellers, eBay would need to close it's doors and start from scratch as a new venue in order to rid itself of the never ending, opportunistic, haggling, argumentative, combative, change resistant eBay consumer. Can't wait to see this fall apart for them when they catch up with their own doings. As for the shareholders, how dumb and where are they coming from to buy into this charade. Just be patient folks. LOL

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: Tornad0sRul This user has validated their user name.

Tue Jul 29 10:29:32 2014

Amazon has scammer buyers too.  Those spoiled and pampered EBay buyers also shop on Amazon, so why aren't they insisting on the same type of "kinder, more gentle" service at Amazon?  It's because the dirty buyers find ways to steal from Amazon sellers as well.  The crooks and thieves are always one step ahead of the law/rules and they are finding the loopholes on Amazon just like they found them on EBay.  Buyers will always be the main focus of any online platform.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: corpuschristi1956 This user has validated their user name.

Tue Jul 29 12:25:18 2014

Nonetheless, Amazon started as an online store and NOT an ''Anything Goes'' auction site. eBay is trying to do a 180 via its sellers. They were once a great place to find the stuff that Amazon did not. Now, they want the same sellers, same merchandise, same rules, same ole, same ole. So much for a being a trend setter instead of a follower? The buck stops with Amazon's leftovers. They need to suck it up and start being what it used to be, a leader. Pay Pal is its only money maker but yet they still do not get it.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: RichieC This user has validated their user name.

Tue Jul 29 12:35:53 2014

 This whole B.S. is just for the greedy to get more! In the end all that will happen, is what's happening! You see more and more eBay competitors popping up. You see eBay losing market share and dropping in the listing of all marketplace websites. But worst yet is that small sellers continue to search for a better environment to sell on.
 They think they can increase profit by spoon feeding us a line of chocolate poop! But in the end, it just drives another nail into the eBay casket! They will increase profits by increasing fees, (saying their giving you more free listings!) They will continue to play favorites, (as they handed over control of who can and cannot list, to a bunch of low paid workers!) That was another great idea of the corporate "person," outsource with cheap labor and make more money, ya, which also has had its failings.
 Look at me a Top Rate Seller with over a thousand sales a year! I have a 100% feedback rating without one negative! Then all of a sudden right after their announcement to how they would be changing the way they calculate the TRS discount program, I lost my TRS rating! Believe me, that is what this is all about, reducing the number of discounts they give. I had five buyers all within a week make purchases. Not one contacted me, not one opened a case, not one had any complaint at all! But each one left me neutral feedback, with a stupid remark! As, my wife didn't like it or I wasn't impressed, I wouldn't buy it again and what about the color looks different than the color in the picture!
 But because eBay only does its calculation for the TRS on feedback given, they don't incorporate those sales that don't leave feedback! If you have a large number of buyers whom do not leave feedback, any ding will hurt more. As I only receive about a 50% feedback left rate, those 5 dings to my stars, (for not as described) hit me enough that I lost my TRS! I called them and argued with the C.S. whom was a total waste of my vocal cords! After being on the phone with them a good ten minutes, I asked to be transferred! The next person was more polite and said they would submit it for review! They ended off removing most of the dings and my TRS standing was restored! It took two months to get it reversed, but the damage had been done! I lost my discount for those two month, believe me it was a substantial amount. But worse yet were my sales dropped off unbelievably once I lost my TRS rating. I have slowly regained my ground, (also due to their security breech!) But I am only an eBay minute away from being eBay'ed!  
 But even with all of this B.S. not one seller is going to abandon eBay, no matter what any of us say here. At least until there are a few more popular and able to draw more from, this once great marketplace known as eBay!

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: MovinOn This user has validated their user name.

Tue Jul 29 12:50:39 2014

Tweaking the defect policy would make absolutely no difference to me, and probably to most sellers. When ebay rewrites the rules to blame and penalize sellers for so many problems that are totally outside of the seller's control (delayed deliveries when shipped on time, buyer asking where their package is when it has already been delivered, buyer returning a Coach bag for a full refund after using it a few times when it was new, buyer returning a sweater because it wasn't the right shade of red, buyer returning a sweater because it didn't fit right, buyer stealing parts of item so it no longer works and returning it for a full refund, and various others), the seller has been kicked to the curb and is obviously unwanted by ebay. Ebay doesn't need bad sellers like us. I'm MovinOn. Aug. 20 I will end all of my remaining ebay listings. I could now, but I will wait until Aug. 20 to have maximum impact on ebay's number of listing cancellations for that day. Ebay is obviously so filthy stinkin' rich they don't need our business.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: MovinOn This user has validated their user name.

Tue Jul 29 13:04:41 2014

RichieC wrote: ''But even with all of this B.S. not one seller is going to abandon eBay, no matter what any of us say here.''

See my post above. I will be leaving ebay on Aug. 20. I have heard of many others that are, too, as a result of the new seller defect program where sellers are blamed and penalized (with higher fees, lower search standings and lower sales) for so many items that are totally outside the control of the seller. Too much is too much. There are many other good selling venues, and ebay is sinking to new lows. I'm MovinOn, and so are many other sellers.

With so many sellers leaving in August, either voluntarily or being forced out by the new defect criteria, ebay's sales will be down for the quarter. In the 4th quarter, when ebay requires returns through the end of January, more sellers will leave, if there are any left.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: maxmad This user has validated their user name.

Tue Jul 29 13:47:52 2014

ebay is in it's final stages of transformation of a classified ad venue to more like a retail venue and when you look more closely at what ebay is doing ,you can see that this behavier is very similar to how a company like Walmart would treat a supplier.

That is why we are seeing sooo much disrespect from ebay as sellers, in ebays mind a seller is not their customer, just their supplier, that they can do whatever they want to, similar to when Walmart features a product in one of their flyers, or chooses not, the supplier has no say, Walmart and ebay will select and show products that make the most money.

I would be perfectly fine with this transformation, but ebay has decided to do this secretly and fraudulently over many years, and that is why they are going to be punished for it.

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

by: RichieC This user has validated their user name.

Tue Jul 29 14:03:28 2014

MovinOn,  that may be fine with you. But with a $1000+ sales a month on eBay, I'm not going anywhere. As I said before, list on every site you can. If possible make your own site, it's some more work. But once you get a few orders going and advertise your site, it will make money, just takes time!

 But with the sale and profit margin, eBay still gets my business. I may want to give them the finger and walk, but I'm in business to make money. So if they smile and screw us out of more of our profits, so be it. I would still rather them just raise fees than play this, (oh aren't we so great)game of giving it to us more!

 Anyone that says they are leaving eBay is either making smoke or just not a (large enough) small seller! If you would throwaway $1000 a month in sales, you shouldn't be in any kind of business!  

Seller Hears Rumors that eBay Will Tweak Defect Po   Seller Hears Rumors that eBay Will Tweak Defect Po

This user has validated their user name. by: Basset

Tue Jul 29 14:07:24 2014

Tweaking may be the wrong word - TWERKING sounds like more appropriate for this dance of delivery delay defect descoring .

It does NOT sound like they have the policy straight in their own minds at this point. Little hope it will be ironed out in less than a month.

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