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Wed Jan 7 2015 10:08:43

eBay Seller Feels Unprotected from False Claims

By: Reader

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Dear Ina,
I feel like I am beating a dead horse here....but I am so frustrated with the "defect" system that eBay has in place that I need a place to vent my frustrations.
 
I have been a member of eBay since 1999 and been selling since 2001. I have a 99.9% feedback rating and over 14,000 feedback.
 
I sold a Coach backpack to a buyer. As soon as she received the backpack she filed an INAD (Item Not as Described) and a return request stating the item was fake. I emailed her and told her I only sell authentic items which I buy at retail establishments. I then provided a receipt for her. Once I provided the receipt she still complained and said the work was inferior for Coach.

I refused a return as I know the item was authentic and actually was a beautiful backpack. Also, on my higher priced items or heavy items that cost a lot to ship, I don't take returns. I don't want a 200.00 item coming back to me once it has been in a buyers home.

She then emailed me and told me she was going to give it to her 4 year old granddaughter to use as a school bag. Basically, I told her if that's what she wants to do... fine. (I am pretty tired of being bullied by buyers).
 
Now to get on to the part that is most frustrating... I got a defect. I called Ebay and asked how I can get a defect because someone thinks something is fake and I have the receipt to prove it is authentic. The CSR told me no matter what the customer is unsatisfied about we are going to get a defect.

How can they do this to their sellers? This woman has already left a negative for another seller saying a Coach item was fake just because it was made in Vietnam (which is a country that makes Coach).

I just feel that these ridiculous claims should not be counted against. Ebay should have some common sense in these "defect" ratings that they can be taken off if they know the customer is making false accusations.
 
Thanks for letting me sound off.
Cindy




Comments (44) | Permalink

Readers Comments

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: mcquita This user has validated their user name.

Wed Jan 7 10:34:40 2015

I could have written this letter myself.  Ebay is very frustrating these days.  I was on the phone over 4 hours trying to resolve a similar issue with them and finally hung up.  The defects are destroying honest sellers business.  It's a shame that ebay has gotten so slack with sellers.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

This user has validated their user name. by: iheartjacksparrow

Wed Jan 7 10:50:06 2015

@Cindy - The words "eBay" and "common sense" should never be used in the same sentence. I think you have discovered what so many people have learned the hard way before you: eBay is very problematic when it comes to selling high-priced items. It's too tempting for buyers to claim SNAD, and then you face receiving defects, or worse, getting a used and abused item returned.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: ajeweler This user has validated their user name.

Wed Jan 7 11:12:56 2015

ebay has turned into fleecebay haven for thief's, the rules and policies are self destructive there is hardly any honest business in selling and longer, buyers are taught to buy first complain second the rewards are great, free shipping, both ways, sometimes free products and great losses to its sellers , according to Google ebay is loosing sellers by the thousands  all the posting boards are stating it is no longer a viable venue, most all complaints are by sellers at the mercy of bad buyers who take advantage of "buyer protection", as all sellers know there is no seller protection as ebay claims, unfortunately sellers are rated generally after the fact by buyers that do not get their way and almost never read policies, if the do ebay over rides the policies shame real shame,
personally I think there is going to be hundreds of horror stories with paypal policies being 6 months now

ebay spells
Employees Band Annihilate You  

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

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

Wed Jan 7 11:21:37 2015

Lets face it,ebay is now a dead duck for sellers and a haven for the con artists.
After a couple of claim backs on dubious grounds (where bothe left negative feedback even after getting full refunds) I asked ebay to close my account. If ever you wondered why ebay have so many 'members' despite all the talk of people leaving its because getting them to close your account is impossible. They are like as fart in a spaceship,unpleasant and unwelcome but impossible to eradicate.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

This user has validated their user name. by: Rexford

Wed Jan 7 11:22:55 2015

Does anyone know the individual at eBay who actually devised this defect system?

I would love to see his psychological profile.  

I'm waiting for eBay to come up with a system that gives sellers a high voltage electrical shock anytime a buyer makes the slightest noise.  

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: sasikat9 This user has validated their user name.

Wed Jan 7 12:20:02 2015

I have no sympathy for anyone who has been a seller for over 5 years and still thinks feebay is going to protect you.

Anyone who sells high value items should be selling somewhere else as it is common knowledge ebay is a scammers paradise.

Feebay has brainwashed sellers into thinking like they do. Sellers need to get a backbone. Get out. And don't say " But where can I go ". Go anywhere but quit complaining and whining about what feebay does or doesn't do. You have been around the pond more than once and know the temperature of the water by now.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: Goldylox This user has validated their user name.

Wed Jan 7 13:53:07 2015

I've been selling jewelry on EBay since 1999 and I've been able to reluctantly withstand almost everything that EBay has thrown at its sellers, but this new defect policy is the last straw. I am TRS with 100% feedback, but the ''defects'' are accumulating - not one of which is legitimate - mostly from scammers. It is easy to break pieces of jewelry to make sure that the seller is responsible for the return shipping, etc.

I recently signed up for global shipping. Despite the fact that the buyers were charged exorbitant shipping and customs charges, I had many happy customers willing to pay extra. I was thrilled with the fact that I was not responsible once the package reached Kentucky.

Well, I was wrong. I sent a pair of earrings with unique closures to an international customer. She decided that the closures were too complicated and took them to have them repaired locally. The ''jeweler'' proceeded to destroy the backs rendering the earrings unwearable.

She opened a case with EBay saying that the earrings were defective. This is where I discovered that I was now responsible for a full refund, her return shipping and all the customs fees, etc - a very large amount. No more global shipping for me.

I know that I should have left EBay years ago, but for a variety of reasons, I am limited to the sites where I can sell. I am grateful to Ina for all the help she has given all of us ''defective'' sellers and I am hoping that the upcoming changes will be for the better (maybe my listings will again be visible?) - though I doubt it.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: Jerseygal This user has validated their user name.

Wed Jan 7 14:43:45 2015

You really now have to defensively sell on Ebay, if at all.  I have lowered my subscription level to basic and have my flagship store elsewhere.  I have been paying attention to studying buyer patterns of behavior... I was held hostage by two different buyers last year, both having the same pattern... They first ask for a lower price, even though I do not accept best offer.  And when you agree, and the item is received they demand a partial refund for an imaginary flaw... and when you do not agree... defect, bad feedback etc... who needs it!  

Sadly, when I get any question about lowering my price I not only do not answer, I immediately block that ID.  I have no idea whether they are legitimate or not, but this is the climate that Ebay fosters...  I only sell on Ebay to connect with old customers so that I can direct them to my new selling venues.  Its getting harder to contact folks by email because non essential emails wind up in your junk folders... I have on my 2015 to do list to actually do a real mailing to my best customers to let them know where I am selling, instead of depending on email.  

Secondly, NEVER list anything heavy on Ebay because you may be paying return shipping;
Never list anything expensive on Ebay either because you will become a fraud victim on a fraud network.

We can all long for the old days, but the reality is those days are not coming back.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

This user has validated their user name. by: iheartjacksparrow

Wed Jan 7 15:08:34 2015

@Goldylox - I wish Ina would contact eBay for explanation about your GSP issue and why you were not protected.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: Goldylox This user has validated their user name.

Wed Jan 7 15:22:01 2015

@iheartjacksparrow - I was told by a couple of CSRs that once I am guilty of selling a ''defective'' item, I am responsible for all costs. I actually got a supervisor to give me a ''one-time pass'' on the fees (I still get the defect) but they assured me that if a customer is unhappy I still get the defect and never again will they let me get away with this. Once there is an unhappy customer, for any reason, I am no longer protected.  

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

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

Wed Jan 7 16:03:37 2015

Selling on Ebay has turned into The Jerry Springer show.
MH

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

This user has validated their user name. by: iheartjacksparrow

Wed Jan 7 16:11:19 2015

@Goldylox - Thank you for the explanation. So the fact that the buyer, in essence, caused the "defect" makes no difference to eBay. Further proof that there is no such thing as "seller protection," no matter what eBay states.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: Goldylox This user has validated their user name.

Wed Jan 7 16:18:19 2015

@ihearjacksparrow - Exactly! There is no seller protection. Nor is there any logic, common sense, empathy, compassion, business sense, .... need I go on?

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: ajeweler This user has validated their user name.

Wed Jan 7 17:40:47 2015

and very sad, as time goes by this year the fraud will only increase, ebay fosters and instructs these scamming fraudsters at sellers expense, I too left ebay because of the new 6 month rental program and fraud, bad defects on items were costumer service was 100% and they were happy but got a defect because someone was tricked into pressing wrong key in order to contact me, in addition I refuse to be responsible for ebay delivery dates that are posted only to attract buyers, when indeed items were shipped ,tracked and on their way, first class free,pay insurance.

next think is they will expect sellers to ship priority mail, pay for insurance and freebay of course

what's next I will bet ebay FINES to sellers that don't ship, shipments late, or buyer leaves a 4 for service

can you see it now mc999 ebay imposed fine $10.00 will be deducted from your paypal account!!!

their slogan "Buy it on ebay"

should read soon
"I got it free on ebay"

ebay spells
Employees Band Annihilate You  

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: ajeweler This user has validated their user name.

Wed Jan 7 17:42:01 2015

I will add I cannot wait to see the day they tar and feather ebay executives  

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: Xander This user has validated their user name.

Wed Jan 7 21:14:27 2015

ajeweler wrote:

''I will add I cannot wait to see the day they tar and feather ebay executives''  

I'm sure there are thousands of sellers with you on that!

I'd even chip in for the tar and feathers.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: pace306 This user has validated their user name.

Wed Jan 7 21:21:46 2015

Sue the buyer in small claims court, for defamation, theft, verbal abuse and torturous interference in a contract.  Or at least  threaten to do so with a lawyers letter.

"Common sense" which doesn't apply to eBay would be that if you have valid proof that the buyer is lying, there should be no refund permitted, the buyer should be banned from eBay for lying, and of course no defects.

But because eBay is the online version of the mob, these things don't happen.

eBay honestly believes it's sellers are crooks.

They don't want you or need you and feel that they are even doing you a favor just letting you sell on eBay and make money.

ANY money you do make is a gift and you should of course mail JD Xmas cards thanking him.

I have had similar issues with selling headphones etc - items that have serial numbers.

We put them on every invoice and track them.

Of course we get SNAD returns with different serials and fight every one.

eBay swears it's just me and  the bad guy since we even DARE put THEIR buyers in a position (what ever that means).

I told eBay that under NY state law it's illegal to return items that you didn't buy as it's fraud.

So far I've won my 4 cases, but eBay is much less then happy with me ( which is why recently I've been Cassini'd) and sales have tanked.

The OP is trapped in eBay hell and my heart goes out to her.

All we wang to do us just sell our goods with our eBay interfering 24/7.

For a company that knows so little about ecommerce it's amazing they muck it up so bad.

Thankfully they aren't here at CES so I don't have to see their ugly faces!

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: Tiffee Jasso This user has validated their user name.

Thu Jan 8 00:14:40 2015

@iheart  You are not protected on Global shipping for a NAD only for failure for delivery. And with the new rules that were implemented a few months back, a seller pays all shipping, the shipping center's fees and any taxes the buyer had to pay. It can get costly by the time you add all that up and you still might not get the item back. We pulled out of global shipping all together when the new rules were issued as we only sell small items that are not worth paying all the costs should a buyer find something to complain about or just looking to get something free.  

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

by: Tornad0sRul This user has validated their user name.

Thu Jan 8 00:25:42 2015

The simple fact that this buyer had already left another negative about the authenticity of a Coach item should be enough for EBay to suspend her. Normal people who are not thieves would not buy two Coach items on EBay if he/she thought that the first purchase was a fake. It doesn't make sense that someone would buy two name brand items and complain about the authenticity of both. It is quite apparent that this is one of those buyers who found the loophole and will continue to steal until EBay decides to stop it, and that could be a long time and there will be many sellers who will get ripped off. Please provide this buyer's EBay ID so that we can all block her. Because Ebay forces criminals on us we must watch out for ourselves and help each other for protection from the crooks.

eBay Seller Feels Unprotected from False Claims   eBay Seller Feels Unprotected from False Claims

This user has validated their user name. by: LasVagueness

Thu Jan 8 00:27:26 2015

This happened to me once (same brand: Coach). eBay forced a return even though I submitted the receipt to prove authenticity. Nothing is ever static at eBay so perhaps they will wise up and amend the rules.  

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