I have a story that I think might interest many ebayers. Something outrageous happened to me today (as a seller).
On October 5 buyer opened a return request with reason "changed mind". She said she loved the item, but the complained that embellishment on it is attached "flimsily".
This was an item in like new condition with no issues and there was nothing wrong with how it was attached. I declined the return, I am a no-returns seller and was able to do this, since "changed mind" is considered a buyers remorse.
Today, on October 10th, while I was at work and unable to do anything, eBay somehow resurrected CLOSED case for BUYERS REMORSE and turned it into an OPEN case for SNAD.
Within hours, the case was closed in buyers favor. I was told that I have 5 days to arrange return shipping (no option to send a label, I was advised to do all those communications through eBay messages and personal emails), if I don't, they would remove money (that were already on hold) from my account and let buyer keep an item.
I have never had anything like this happen. First of all, a closed return request can not be reopened. It was not an "appeal" on buyer's part, because right now I have an option to appeal as well.
Second, even if we assume that somehow this ok to happen, I was NOT given 3 days to work it out or try to prove that item was as described. They just opened it and closed it immediately.
On the phone with eBay I tried to get them to read me an eBay policy under which this has been done. Rep searched for it for 20 minutes and didn't find anything (because it doesn't exist).
I was transferred to a supervisor and he said that while there might not be a policy like this in the rules, what has been done is "consistent with the idea of eBay money back guarantee" (exact words) and I somehow agree to this "idea" if I use eBay.
So, now eBay reps are allowed to make judgement calls based on their "ideas" instead of following official guidelines?