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Thu Jan 29 2015 14:49:52

Buyer and Seller Incredulous over eBay Defect

By: Reader

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Dear Ina,
This might make for a good story, I know a lot of eBay sellers and we are all irate at the fact that eBay is penalizing us for providing good customer service. See below for a brief summary of my story, this is happening to sellers (good sellers) almost daily with some losing selling privileges.

We sell sunroof glass, we have sold and shipped 200+ in 2014. We just got a return request opened, customer stated "Item Damaged upon Arrival".

Now keep in mind we have shipped over 200 of these without issue. We immediately responded to our customer asking for more information, our customer told us the package appeared fine but when they opened it there was a crack in the glass.  

We informed our customer that we could either refund them or send them a replacement glass sunroof. My customer wanted the glass sunroof, we keep extras in stock at all times for just this reason. We immediately got one wrapped up and had it moving on the afternoon truck.

Our customer received, he was very happy, left us great feedback, here it is "Had a problem with shipper, seller took great care of it #1 seller." So at the end of the day, we provided excellent customer service to our customer, had a replacement in his hands 2 days after the incident.

Now we are left with a big old Defect. I called eBay CS and was told sorry, can't help you, defect stays. eBay has determined that we are defective sellers for this transaction.  

Seems very wrong, I guess I am starting to see why I saw so much on the news last week about eBay and how the eBay marketplace is suffering losses.
---
P.S: I reached out to my buyer and told him what happened, he is unhappy,... Think I will be looking for another venue to buy and sell if that is how eBay is going to treat good sellers, not right on so many levels.




Comments (37) | Permalink

Readers Comments

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

This user has validated their user name. by: iheartjacksparrow

Thu Jan 29 15:13:28 2015

@OP - Your story is not new. I have heard the same story (with different merchandise) many times on this site. I'm sure you will build a successful business on another marketplace that actually cares about its sellers.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: Scotty This user has validated their user name.

Thu Jan 29 15:52:48 2015

The entire ''defect'' system creates an incentive to provide absolutely zero customer service.  Why bother if you are going to be slapped regardless.  Under this model, there is absolutely no reason to try to provide good customer service if one of the ''defect levers'' has been activated.  Once the damage is done, I have no reason to work with the customer.  That said, that is not the way I operate....but this entire defective defect model is built to incentivize zero customer service.  This really should be in business textbooks as a component of a study in a poorly executed KPI model....and I hesitate to even call it that.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: troglites This user has validated their user name.

Thu Jan 29 16:49:22 2015

I feel for you - I had my first defect last week which was totally unwarranted.  Representatives said it was strange, didn't make sense, but still sided with the professional con artist. Ebay does not care, but what they have failed to consider is that the sellers they have crapped on, were also buyers. Sellers are tired of loosing money and giving away free items. Looking at another article on this site about auctioning high price collectibles, I would be petrified to list something of high value on Ebay. I think as the headaches pour in from buyers use to fleecing and scamming the system (and Ebay has id and abetted this monster), these big box retailers and larger sellers are going to start thinking twice. Ebay may remove their negs and defects, but that's not going to offset or stop unethical buyers and scammers.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: Closeout Sale USA This user has validated their user name.

Thu Jan 29 18:55:42 2015

We had a few similar experiences since August 20th 2014.  We had a customer not pay for a purse. We went through the ''proper'' ebay channels to resolve with no luck. Then we relisted the item and got a defect.  Another customer decided she didn't like the color of a purse and asked to return it.  We did so through the ''proper'' ebay channels and were given a defect. We are being punished for giving our customers outstanding service.

We had a few customers who claimed there were problems with their products, but refused to return them before giving refunds.  It was obvious they were trying to get products for free. We were given defects for those also.  I called ebay on all these issues and was passed to 3 people in a 3 hour period (mostly spent on hold) and then told rather rudely that the defects stay.  

My conclusion is ebay is a damn mess. It's not a professional seller's venue.  At best, it's a fairly good place to clean out your garage.  

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

This user has validated their user name. by: Anonymous Annie

Thu Jan 29 19:18:12 2015

----- "At best, it's a fairly good place to clean out your garage."

That's being generous and kind.  

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

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

Thu Jan 29 20:32:57 2015

Fight EVERY defect- TIE UP THOSE PHONE LINES.
MH

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

This user has validated their user name. by: Ric

Thu Jan 29 22:32:49 2015

What do sellers expect?

The CEO of this company had his priorities all wrong for his entire tenure.

He has never understood the concept of being a seller on the platform he has single-handedly run into the ground.

The policies put in place during his reign of terror on sellers reflect the fact that he never sold a thing in his life.

And so it's no wonder the same guy who tried counting neutral feedback as negative feedback ( not once but twice) has found a way to make superb customer service count negatively against the seller who provides it.

The lack of common sense has become a corporate culture under John Donahoe, and the marketplace continues to fail as a direct result.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

This user has validated their user name. by: Ric

Thu Jan 29 23:03:09 2015

PS... The moral of the story is this....

If you run a Wall Street Company into the ground, then decide to sell the pieces off for scrap, you will be rewarded with a $23 million dollar bonus just to stick around until the destruction is complete and the dismantling is finished.

Donahoe should have been fired  - for cause - after his three year turn around plan failed to produce any significant result.  Instead, he has been rewarded with close to a half a billion dollars over the years for slowly and steadily screwing up a company that was once considered something a monkey could run.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

This user has validated their user name. by: Marie

Fri Jan 30 03:27:26 2015

You can't fight a defect like this one.  There is no way to get it removed no matter how upset the seller is or how many phone calls they make.  

When Ebay first announced this defect policy and how they are doing defects on claims, I raised heck every place I could for the very reasons this article states.  It is completely unfair to both parties.

The defect policy is counter productive.  If a seller wants to protect their account, they must discredit their buyer any way they can.  They must fight the claim.  Because the ONLY way for the defect to be removed is for the claim to be ruled in the favor of the seller or as a no fault.

Ridiculous stuff.  The OP did exactly what they should of as a good solid seller.  But Ebay's policy is just plain WRONG.  It pits sellers against buyers and doesn't in any way promote a good healthy environment for either the buyer or seller.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: rhawk This user has validated their user name.

Fri Jan 30 07:52:17 2015



Amazon is up 15% in 4th quarter.  I wonder why.....

Oh,....I know.....could it be because ebay is a $hi! company, and has single handedly run off all its sellers and customers?

Ebay can go to hell.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: Truk This user has validated their user name.

Fri Jan 30 09:18:16 2015

Before the defect system we would take anything back for really any reason

Now we have to fight every return claim on eBay delivering zero customer service

I hate the animosity I have towards eBay and I deplore the feeling of not taking care of buyers

But that's my life now on ebay

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

This user has validated their user name. by: Rexford

Fri Jan 30 09:27:36 2015

I hope that one day the individual who devised this defect system will be exposed.

This is bar none, the most insane policy that I have ever witnessed a company implement.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: ebay refugee camp This user has validated their user name.

Fri Jan 30 09:59:15 2015

This is happening over and over and over again daily.
It is being done to rid the site of small business.....  and stack the deck for the huge retailers.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

This user has validated their user name. by: Puck

Fri Jan 30 13:38:02 2015

Ka Ching!!
Another satisfied eBay seller!

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: GotToGetOut This user has validated their user name.

Fri Jan 30 14:11:35 2015

I sell china and this happens to me all the time.  It's ridiculous to think I am not considered a good seller if 2 out of 100 items have an "item not as described" need to return request when an item is broken because of the post office.  

As the commenter mentioned, even when resolving the situation immediately with a replacement, it's counted as a defect.  That's crazy.  

This Defect system is going to be the end of Ebay especially when people start getting 5% in defects.  That's when Ebay's will take away the seller's right to have a store other than the first level that charges $.20 per listing.  I have over 6500 listings and when this happens, I will just end all my listings and sell just a few choice items with the free listings they give to non-store sellers.  

I guess that's what they want us to do since they keep giving non-store sellers more and more free listings, extending the free listings X 2 more months, etc.

There is just no reason to have an Ebay store as far as I can see since most of my sales are the new items I list.    

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: dreamweaver149 This user has validated their user name.

Fri Jan 30 15:21:57 2015

As far back as I can remember, eBay has always run an adversarial system. It really does not want ANYONE talking to anyone! They seem to always be playing both ends against each other. I think it goes much deeper than just not wanting people to trade ''Off Venue''. I have noticed from my point of view in the UK that they have been pitching UK against USA for a long time, using both sites like a petri dish for ebryonic policies that they will roll out on the other side of the Atlantic....and they have been doing this both ways, so they do have an interest in us not comparing notes......I know this sounds like a real conspiracy theory, but really when something controversial is rolled out in US, we know we have it coming, and I respectfully suggest that the reverse is also true. If you look at the defect system, there is only one direction of travel, and that, if you are a seller is downward. there is no way you can beat it, our side they are even now GUARANTEEING that an item will get there by the next day using 1st class mail, even the Post Office will not guarantee that!....and that is only one thing...I know you have virually the same problem with USPS.
Everything in the defect system has set the seller up to fail!

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: ajeweler This user has validated their user name.

Fri Jan 30 16:19:53 2015

again,
ebay means

Every
Buy
Against
You

closed my store now over 6 months, e bay each month magically bills my account again for the store subscription each month, I have to call them back, oh wait hold, let them check yes store was closed did you clear your cash and cookies??, then they issue me a credit that takes place in 72 hours however they bill my credit card for 668.00 cancelation fee each time and I do receive credit but each month go thru same thing, they tell me this is a glitch and they will report to tech department, however it happens over and over I am surprised at the fact I do not get a defect because they make a mistake, op is right this is wrong in so many ways, word is a new venue is arising hopefully this one will be good, and people will support it speeditrade ? I am checking it out now, unlike ebay both sellers and buyers both have to registered and verified small now but under construction and looking good in my view  

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: maxmad This user has validated their user name.

Fri Jan 30 16:36:13 2015

@op

I really don't understand this whole defect thing, but.....

The ebay defect system is working perfectly as planned it couldn't be any better, the defect team at ebay celebrate every defect that is issued, they ring a bell for every one, and do a high five when a seller is terminated,


JD's no fool, he knows what he's doing, anyone can tell you if you want to be successful in business, you must first get rid of all your customers, he's a very smart man that JD, when it comes to business, very smart.  



Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: Mark4 This user has validated their user name.

Fri Jan 30 17:38:47 2015

Also check out Bonanza.com and Justparts.com we are selling both of them and they are both picking up alot of steam. last year barely any sales, not at least 20 a month. Ironically most of my buyers are ex ebay people, yes you heard that right, buyers who are sick of ebay.

Buyer and Seller Incredulous over eBay Defect   Buyer and Seller Incredulous over eBay Defect

by: Idon'tcareanymore. This user has validated their user name.

Fri Jan 30 23:32:44 2015

To Mark4.
What is you experience with Justparts.com?
I have never heard of this site before and when I saw your comment did some research and it is exactly for the product I sell.
Thank you!

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