Just thought you might like to make all your readers aware of the following issue I encountered on eBay today.
I have been a seller for 15+ years on the site, and have a very good understanding of the policies and practices they use, and have normally been ok with most decisions they have made, even though I have disagreed with them.
This morning's encounter is in my opinion too far and honestly makes no sense.
The facts of the case;
1- Buyer purchased a widget.
2- Buyer received widget.
3- 3 weeks after receipt buyer claimed they just opened the package and widget didn't work.
4- Seller offered to replace the product as a courtesy, and supplied the buyer with a full 1 year manufacturers warranty where it could also be replaced.
5- Buyer refused to accept anything but a full refund.
6- Seller refused to offer a refund as the request and issue arose after the 14 day return policy had expired.
7- Seller called eBay and was told that they were not obligated to accept the return passed their terms.
8- Buyer opened an eBay case.
9- Seller contacted eBay and again explained the situation. eBay advised that the case should be escalated as soon as the 3 day period expired and that the seller was in the right, no cause for concern they would not be forced to take the product back. The case could not be escalated till 3 days passed.
10- Buyer escalated the case before the seller could due to time zone issues.
11- eBay closed the case with the following:
eBay opened a case because of an issue with an item purchased from you. We reviewed the case and have decided to issue the buyer a refund of $xx.xx without any impact to you. The refund includes the purchase price plus original shipping.
This case is now closed. You are not required to reimburse the buyer or eBay, and this case will not be counted in your seller performance evaluation.
You can view the details of the case in the Resolution Center.
12- Buyer, still not happy leaves seller negative feedback.
13- Seller calls eBay and is told "The buyer left his opinion on the case, and that FB is not eligible for removal. Had the case been decided in the sellers favor it would be eligible for removal. However, as the eBay automated system closed the case with no one at fault the buyer can still leave negative FB that will count against you and it is not eligible for removal."
eBay says specifically "eBay decided to issue a refund with no impact on you", and "this case will not be counted in your seller performance evaluation" yet when I do a seller report, there is the case and it is counting against us.
They state "no impact on you" yet the fact is because they decided to give a refund there is an impact. The impact is simply that the case was not decided correctly and so the buyer can still leave negative FB that counts against you. They state "It will not count" and yet it does count.
In the past whenever a case was closed in this manner any negative FB was removed. It appears that now they are claiming it can not be removed.
I'm totally ok with them issuing a refund and doing whatever they want with their money and reputation. I am not ok with being penalized for it and I think people should be aware of what is perceived as an unadvertised change in policy.
If you publish this or use it please do not include our seller name, or other identifying information.
I just want others to be aware that it is now important to insure you escalate the case and you speak with a live human to do so, and make sure the case is ruled in your favor, otherwise you can get stuck with a defect and negative FB and eBay will do nothing.