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Mon Apr 6 2015 16:32:53

eBay Fails to Protect Seller According to Its Protection Policy?

By: Reader

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Dear Ina, 
I just had an issue on eBay and maybe you can get clarification from them. According to eBay seller protection:

How can I respond to an item not received case?
You can respond to this case by going to the Resolution Center and providing tracking information or shipping details. If you can show delivery confirmation or proof of signature at the buyer's address within the delivery window, then you would not be held responsible for this case. Learn more

Under terms of seller protection, we have fulfilled our obligation and should be held harmless and receive no strike according to eBay policy in cases of item not received. 

In this case as the item was shipped within our 5 day handling, was purchased 3/5, shipped delivered 3/9 still well within delivery window, was paid thru PayPal and shipping purchased from eBay.  

Tracking shows delivered 3/9 at 4:12 PM. HOWEVER, on the seller dashboard, I was penalized .2 and this has put my selling at risk. 

Can you please ask them to rectify this error and remove the penalty from every seller as they say they will on their page? 

Thanks again for all the help you give us peons. I have tried to contact them twice but the only way is thru the phone now and I wasted 2 hours on hold so far. 
Thanks,
Mike




Comments (27) | Permalink

Readers Comments

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

This user has validated their user name. by: Philip Cohen
Web Site

Mon Apr 6 21:23:15 2015

This is just one more demonstration of eBay's incompetence, particularly their incompetent database programming, and anyone thinks that this "bug" will be fixed any time soon or that they will be able to get manual relief from eBay, they are delusional ...

eBay only responds when their FVF income stream is threatened ...

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid ... http://bit.ly/11F2eas  

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

This user has validated their user name. by: iheartjacksparrow

Mon Apr 6 23:06:24 2015

@Mike (letter writer) - Seller Protection on eBay is myth. Read any of the old press releases or interviews by Rich Matsuura for confirmation.  

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

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

Mon Apr 6 23:08:55 2015

Philip, Id have to say that ebay management are extremely competent thieves.

Can't think of a single instance where they've missed an opportunity to steal and defraud sellers. and I suspect more is on the way with their latest Devil.

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

This user has validated their user name. by: Ihatethebay

Tue Apr 7 00:29:37 2015

Ha,ha!
"Seller Protection"?? Whiskey Tango Foxtrot?!

I recognized a loooooooooong time ago that "Seller Protection" was just a farce, a red-herring, a sop thrown to us sellers because evilbay had recognized that brazen bias towards our buyers had finally boomeranged on John Don'twannaknow.

So, they tell us that now they are protecting us, but it has almost as much validity as Obama claiming that "America has Israel's back".

Meantime, I continue to de-list items on Feebay and list them instead on more seller-friendly venues..........

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: comet This user has validated their user name.

Tue Apr 7 00:33:19 2015

Sadly the only way TO contact ebay is via the phone--and they control the phone system and the entire process.

You MIGHT get some help using the PAYPAL phone center--they often actually ANSWER in a ery reasonable time and I have gotten help on these "Rules"  type problems,  sometimes you end up speaking to ebay BUT this is byletting Paypal do a "Conference Call"and this often works well.  Can't promise anything but might be worth a few minute call vs a few HOUR call.

This is the ONLY company I know (other than Google)  that makes it almost impossible to contact them and get help.  AS for Google--they claim to not even HAVE phones.  Just TRY and find a phone number for them---or an email for help or complaints.

And I am not looking "forward"  to the latest installment of Mgt at ebay either--it is only going to get WORSE as they have to re-coup the insane "Retention"  monies they paid out to the LAST group of morons.  Why they didn't SAVE all those (our!!!!)  MILLIONS and just FIRE these people on the spot--like any OTHER company would have---is far beyond me.      

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: Jane Dough This user has validated their user name.

Tue Apr 7 00:55:40 2015

Q-U-I-T-!

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

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

Tue Apr 7 09:17:20 2015

They will not fix it, give up and sell elsewhere

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: doboy This user has validated their user name.

Tue Apr 7 09:22:52 2015

eBay Seller Protection is whatever is deemed to be Policy at the time you happen to be having a Seller Protection issue.

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: DVDsandMore This user has validated their user name.

Tue Apr 7 09:48:38 2015

Something else has to have happened.  Did the buyer open a case or ask where the item was?  eBay doesn't allow that until the projected delivery date is passed.  (This allows Chinese sellers to have a delivery date well past the 21 days where PayPal will release the funds so they get their money before I can file a claim.  eBay still ends up refunding the buyer though.)  

There's a section in the dashboard for uploaded and scanned tracking, and it can be delayed.  I start every evaluation period below standard because packages are still in transit, but it eventually goes to TRS as packages get scanned.  

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

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

Tue Apr 7 09:55:26 2015

I doubt if Ina has a special 'bat-phone' into ebay to help correct problems. Why should she waste her time trying to clean up something that ebay has been proving all along that they won't deal with. I don't even sell on ebay, but spending time on this forum makes me understand that for years now ebay will not back up a seller on just about anything.

I did not even understand why you were marked down for an item supposedly delivered in 4 days anyhow unless I wasn't reading your letter correctly. Did you wait 5 days to ship and then 4 days later it was delivered in that case I can see where a buyer might be upset to have to wait 9 days or so to get their purchase, or did you get the order, ship immediately and so 4 days after they ordered they received their goods which generally results in a happy customer not one that is marking you down. Somehow I don't think your note gave all the details to even help us understand what went wrong.

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: Tornad0sRul This user has validated their user name.

Tue Apr 7 10:56:34 2015

If you sell on EBay, you are not only NOT protected, you are vulnerable.

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: a_c_green This user has validated their user name.

Tue Apr 7 11:23:03 2015

@Mike:

You're saying that the recipient filed an Item Not Received dispute even though it was delivered; is that correct?

The dispute console has an area where you need to upload the Delivery Confirmation number showing Delivery to the buyer's City and ZIP code; was that done? While you did say that the label was printed through eBay/PayPal and thus the DC would have been automatically uploaded to the sale record, you still need to manually upload it as part of your response to the dispute process (which seems silly, but there you are).

As the INR process is entirely bot-driven, that should have closed it out in your favor. Did that occur in your case?

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: Gina This user has validated their user name.

Tue Apr 7 11:55:38 2015

''Seller Protection'' has been discontinued, as have all programs beneficial to mere sellers.  Get the heck off the site, that is the only way to protect yourself - because eflay don't care about sellers!!!

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

This user has validated their user name. by: Marie

Tue Apr 7 12:30:19 2015

@Mike

Part of the problem with allowing a claim to auto close, any claim, is that a real person does not review the claim.  It is all done by the computer.  And when that happens it overwhelmingly closes in the favor of the buyer.  So while you may not like calling Ebay, it is an important part of the process if you want to avoid the defect.

I certainly agree it should not be this way, but the fact is that it is and we have to deal with it if you are going to sell on Ebay.  

In the case of an INR, it is best to call Ebay, when you have someone from the claims department on the phone, you enter the tracking information.  The CSR reviews it.  And if the tracking is showing delivered they close the claim while you are on the phone, in your favor.  This is the best way to handle these types of claims.  It is a pain, but it is what is necessary to get it closed properly.

As for your dashboard.  On claims it can take up to a week for a defect to drop off.  So just keep a close eye on it.  If after that time it is not gone, you would need to call again.  If you decide you don't want to call and spend all that time which is needed to get to a CSR, that is your choice to make, but the defect will likely remain.  So it is just up to you which is more important.

This one claim will NOT cost you your selling account.  That isn't possible.  So don't worry about that.

If you do decide you are willing to call ebay, if you get the option to have them call you back, I recommend you select that.  It is one of the few things on Ebay that actually works well.  And it saves you from sitting there on hold just waiting to talk with someone.

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: Volvo351 This user has validated their user name.

Tue Apr 7 12:58:24 2015

Gee, you've burned "only" 2 hours waiting for the cracker-jack Customer [non-]Service operation in one Third World He// Hole or other to answer?  Consider yourself lucky!  Just try not paying your fees and see how fast The Hoe's jackbooted thugs take to come after your "backup funding source!"

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: pace306 This user has validated their user name.

Tue Apr 7 13:39:38 2015

Seller Protection = Kaiser Soze

Aka a "spook story" told to scare children. "Behave or you will get "Seller Protected".

Seller Protection is like a cheap insurance policy by some cut rate operation. When you need it most, it wont be there ... "know that".

Do as Marie said - you should get it worked out.  

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: ajeweler This user has validated their user name.

Tue Apr 7 14:54:08 2015

OP this will not happen, ebay bandits will tell you it will be removed, however it will go to Thursday till next Thursday then first of the month then the 15th of the month same old story, we stopped selling over this exact problem now 7 months later it still remains there on the old account we finally moved to SpediTrade were the sellers are welcome I gave up on ebay just for this reason no help and the reps lie no matter what you do or who you speak with,

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: hopeforthebest This user has validated their user name.

Tue Apr 7 19:38:20 2015

Marie,

No human at Ebay EVER reviews a claim UNLESS you call them.

I believe the.2 drop is pushing him over the line, so obviously he already had other issues.  

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

This user has validated their user name. by: Marie

Wed Apr 8 02:26:43 2015

@hopeforthebest

Yes and the same holds true for SNAD claims.  If you want a person to review the claim, you have to call.  There is no other way to accomplish that.  Auto closings are always done by a bot.  

eBay Fails to Protect Seller According to Its Prot   eBay Fails to Protect Seller According to Its Prot

by: DebraD This user has validated their user name.

Wed Apr 8 08:31:42 2015

There is seller protection in this type of situation, but you must jump through the proper hoops to get it. I am assuming the customer opened a non receipt claim. You must contact Ebay before that claim is closed by the buyer. If the buyer closes it first you get the defect. Its really a stupid process, however if you call Ebay while the claim is opened, they will cancel it. The defect will come off a few days later and the customer will not be able to leave feedback. I have gone through this process a dozen times in the past few months. The only time I have been burned is when the package was still in transit at the time of the claim and the buyer closed the case as soon as it was received, and before I had a chance to do so myself.

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