I would like to start by letting you know of a recent issue we had with eBay. It started more than a week ago, a buyer emailed us asking if one of our saddles would fit a specific guitar. I said I did not know.
The buyer then order two different saddles from us (small and medium).
We shipped the product, the buyer sent a note yesterday stating that both did not fit, but choose defective or does not fit as the return option.
We called eBay and ask how this could be a defect. We were assured by the eBay CSR that this would be removed once everything processed and gave us a service number to refer to when we called in to have this done.
The buyer shipped the product, we issued an immediate credit once we saw the tracking was in the USPS system (yes we paid two shipping costs back as well).
Like clockwork the defects showed up today, we called the first CSR told us that they could not be removed, because we must have sent a wrong part (these are molded plastic). We ask for a supervisor, the supervisor stated, the CSR from yesterday was clearly wrong and the defect was our fault for not sending the right part. I hung up.
We called back a few minutes later, talked to a different CSR, she processed and took care of the defects. (both).
Somebody at eBay simply needs to get on the same page. First off, if someone buys two different sizes and returns both, something else is wrong. Secondly, why product is defective and does not fit are the same selection on the eBay's returns seems very calculated. Third, how one CSR can assure you that something will happen, sets a service number (I am assuming their system can see the notes), two others cannot agree with the first CSR and the fourth CSR agrees with the first. Something is really fishy in Ebayville.
Look I am a big boy and can handle negative responses, eBay system is still broken. I am dealing with more than twice as many issues today with fewer sales on eBay, than I have in 14 years of being there.
eBay continues to want to step in between the seller and the buyer in contrast to UCC law, but does not get challenged simply because it's their playground. Some of us have invested a lot of monies and time in this venue and yet they still pretty much see the seller as the one that did the "crime". In all other markets, simply taking care of the customer (We would have refunded the parts anyway, regardless of eBay), just is not good enough.
If eBay wants to remove the TSR's, fine, remove the discount, take away the symbol, but quit beating people with sticks.
We have move more than 50% of our business from eBay. I really felt today liking, just simply saying, fine, I will hold on the phone while your IT guys get the tape of yesterday's conversation and let's see what was said.
PS: I forgot to mention in my message, we also were contacted by the buyer with a question on the fit for the product and we told them before they purchased that it would not fit it was too narrow.