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Fri Nov 25 2016 21:59:35

A Buyer and Seller Disagree on Whom eBay Favors

By: Readers

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Two people had very different experiences on eBay after their transactions went south - one believes eBay fails to protect sellers, while a buyer says she believes eBay always sides with sellers.

Dear Ina,
I purchased a few things on eBay for Halloween. (My husband had warned me to only use Amazon because he said their return policy is so much better.)

I received one of my items and was changed. But the item was fake teeth and were made for a child. I asked them to send me a paid return label or I would leave them a bad review. Why should I pay $10-15 to return an item I never would have bought if I'd known it was for children. If they were selling something for a child, it should have been marked for children. eBay said, "Was it marked for an adult?" 

The company didn't send the paid return label and of course eBay sided with them. I left my review and it was removed within one hour. I called eBay and they said they have the choice of removing any complaint.

So basically you can't warn people when someone is selling defective things and ripping off the public. I'm done, and will never shop on eBay again... Amazon only. eBay's system is rigged to hide anything the sellers do wrong. So when you see only good reviews you are fooled. It's very misleading and I honestly can't believe more people are not mad at them.

Where else can I leave this to warn people? I can't do it on eBay.
Thank you.
Sherri

***

Dear Ina,
If there is anyone that still does not quite understand why sellers complain about eBay favoring the buyer then let me give a recent personal example and a simplified hypothetical example - both posed to three different eBay reps. in the same night with the same absurd results.   

First, my hypothetical example that I posed to eBay. If I (the seller) decided to list a small pencil for sale on eBay and clearly describe my pencil as being only 2 inches long in the description and yet after it sells receive a NEGATIVE feedback from the buyer complaining that the pencil they just bought from me is only 2" long then the negative feedback will stick and will not be removed. 

Regardless of the fact that I responsibly took my time to describe my pencil accurately, I had all three different eBay representatives confirm that the eBay-Feedback-System is based on "buyer-opinion" and since "no eBay policy has been broken" then the negative feedback would remain on the seller's account and not be removed.  

Second, my actual reason for calling eBay - I asked that a NEUTRAL feedback please be removed from my perfect 2,800+ positive feedback account on the grounds that I had already clearly spelled out in my listing exactly what it was that the buyer complained about in the neutral feedback. 

Bottom line is that the buyer, with an anemic 17 feedback, failed to read my description where I clearly communicated that a small $10 shirt pin I sold did not have the little "clutch" on the backside of the pin and the buyer would have to supply their own clutch. When the buyer received my pin they left me a neutral feedback complaining that the pin was missing the little "clutch" and it would be cost prohibitive for them to ask me to send them one. 

I disclosed this plainly in the description yet all three eBay agents claimed that "no eBay feedback policy had been broken" leaving them no grounds to remove the neutral (I guess I'm fortunate this bozo left me a neutral and not a negative feedback). 

All three eBay reps. made it very clear - the neutral or negative feedback (made no difference which it was) would remain on my account. All three representatives turned a blind eye to the black & white facts of the responsible seller and a wide eye to the "feelings" and "opinions" of the irresponsible buyer. 

Furthermore, they promised me a call from a supervisor within 24 hours that never happened. 

Simply put, the seller is treated like a pig compared to the buyer. The only way I can describe such a dishonoring policy is "EVIL."
Sincerely,
Responsible Seller




Comments (19) | Permalink

Readers Comments

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

This user has validated their user name. by: iheartjacksparrow

Fri Nov 25 23:21:47 2016

Is Buyer Sherri for real? First, she threatens feedback extortion, so she should be banned from eBay for that alone. Then she states it will cost her $10-$15 to return some fake teeth. Huh? It should cost her no more than $3, unless she was planning to send them via Express Mail. Then she states the eBay rep specifically asked if the teeth were marked for an adult, and she suspiciously fails to answer that question.

Then Sherri states that she left her review and it was removed in a hour. Based on the tone of her letter, I assume she included some obscenities in her review, which would get the review removed. Finally, she complains that she can't warn others when someone is selling defective items and "ripping off the public," which is ridiculous as nowhere in her letter does she state they were defective, just that they were for a child.

Here's my thoughts on what happened: She saw what she assumed were fake teeth for an adult, and like a lot of buyers never read the description to know they were for children. Instead of accepting that she, and she alone made a mistake, she figured she would make the seller take the loss.

I'm just amazed that eBay actually did the right thing in this case and sided with the seller, as they should have. Sherri is the type of buyer that should be put on everyone's BBL.  

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

This user has validated their user name. by: eXtinctBay

Sat Nov 26 01:17:58 2016

1) ''Sherri'' is every sellers worst nightmare. A buyer who doesn't read the item description, and then (assumes) they ordered what they were seeking. And then becomes nasty when she does not get her way, even though she created the problem herself by not doing just a bit of due diligence.

2) There is a policy / rule on eBay which states that a buyer is responsible for reading the item description fully and understanding details BEFORE making a purchase decision.

But, of course, eBay does not abide by this written rule, among others (like a buyer filing a false SNAD claim to avoid paying shipping on a return).


A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

This user has validated their user name. by: Marie

Sat Nov 26 02:52:57 2016

I agree with Jack regarding the buyer's complaints.  It is likely that they lost the claim because they threatened the seller with the bad FB if the seller didn't do what they wanted.  If they had not of done that, this may have turned out very differently for them.

Without knowing what the buyer said in the negative FB, it is hard to say why it was removed.  But taking an educated guess on it, she probably said something about losing the claim and that is a reason to have it removed.  That coupled with the threat of bad FB if the seller didn't do what she wanted was plenty to get the FB removed.

The buyer just didn't know the rules well enough to be able to play the system successfully.

For the seller, that one is a bit more complicated.  I'd venture a guess that there is a little more to the story that would need to be told.  I personally have been successful in getting negative FB removed for the very reasons the seller cites.  

If it is stated in the title and the ISBs [item specific boxes], your chances are better to get something like this removed.  It gets a bit more tricky when you only state it in the description.  It shouldn't be that way, but sometimes it is how Ebay applies the rules.

And of course it depends on the CSR you get.  

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

by: FeelingFroggy This user has validated their user name.

Sat Nov 26 06:15:14 2016

Buyers that don't know the rules get exactly what they deserve. NOTHING. If you people can't read then go back to school but don't blame the seller. TAKE RESPONSIBILITY FOR YOUR OWN STUPIDITY.

As for the seller. Get over it and move on. The world isn't perfect and neither are you. As much as sellers like to tell buyers that their 100 per cent feed back means NOTHING, your 100 per cent feedback also means nothing.

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

This user has validated their user name. by: RKTOYS

Sat Nov 26 10:33:18 2016

I had a really nasty buyer recently too.  You know the type, orders in the morning and starts sending a torrent of "did you ship yet?" spam in the afternoon.  God forbid you a seller have a day job or doctor appointment in between.  Wasn't even out of my handling period before the threats started and they left negative feedback.

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

This user has validated their user name. by: Marie

Sat Nov 26 12:46:54 2016

@rktoys

You could get that FB removed if they were complaining about your shipping time or similar.

@froggy

Then you could say the same thing about a seller regarding knowing the rules.  We have often talked about the rules here.  The are confusing and complicated.  Even long standing, experienced Ebayers often have trouble digesting and understanding them.

I don't think the buyer was or is a bad buyer anymore than I think that a seller that doesn't understand or know a certain rule is a bad seller.

To me, this is a lost opportunity by Ebay.  They should have reached out to this buyer and explained why what they did was wrong.  If the buyer is a reasonable person, they would have learned and moved on.

I don't expect Ebay to get in some long drawn out discussion with the buyer, but an email outlining the rule or rules they broke and what they should have done may have saved another buyer for Ebay and made them a little more responsible as a buyer.  I know this is just wishful thinking and that Ebay would never consider starting a program like this for buyers or sellers.  They LOVE their secrets.

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

by: RCL This user has validated their user name.

Sat Nov 26 14:41:35 2016

Sherri sounds like a seller's worst headache. Why start out threatening the seller? Low class--no one wants to deal with you!  

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

by: Snapped This user has validated their user name.

Sun Nov 27 05:00:51 2016

There are two issues that resolve to the same root at work here.

Both examples reflect eBay's desperate desire to be all things desirable to all (types of) buyers, despite cost, especially when such cost can be passed off to a venue seller instead of the venue.  A venue that claims retail status and inventory management control without the responsibility of inventory ownership and fulfillment logistics for example.

In the first more glaring example, we see a buyer who clearly prioritizes due dilligence being 'due' only post sale, coupled wth a transfer of 'blame' for an related oversight.  One might imagine they spend a lot of their buying 'experiences' in a returns line, thus increasing their frustrations with any shopping episode anywhere.  And it is eBay's short sighted greed for that dollar that drives their related cumpulsory reactions (i.e., 'rules').  

The second branch of this rotting root regards 'feedback', and how such subjective opinion is errantly used as an objective performance metric defining seller suitability.  

As long as facts are disregarded, and (again) pre-sale buyer due dilligence responsibility is reassigned to the seller - in this case need to discern fact from fiction when judging market suitability - ths too will continue to contribute to an increased number of what is deemed to be a 'defective' sale.  Moreover, feedback will continue to be a tool of extortion, despite any 'rule' attempting to minimize such, because continuing to be such a skewed measurement metric, it can still hang as the proverbial sword above every transaction.

Unreasoned opinion has always contributed to marketplace perfomance of course, ubiquitiously.  But such has also always had a less dramatic effect upon trade, since in an end analysis, any related lack of buyer participation resulting from such negative 'opinion' could be discounted without major impact, relying on reason to prevail (since reason is indeed in the majority).

Put another way, there ia always a 'cost' related to discount.  As much as 'free shipping' isn't really free, 'pre-owned' isn't new, and mass produced plastic isn't original top shelf quality.  

Yes, it is incumbent upon sellers to specifically and clearly quantify their offerings in detail, no question.  But when they do that, it should not be judged to be their 'fault' when any misunderstanding arises.  Especially despite any 'opinion' contradicts that fact.  

Unfortunately however, as most already know, eBay des not operate that way, regardless of any reasons cited for that.

Ironically, sellers too, should regard this as part of their own 'due dilligence' when deciding to sell there now.  

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

This user has validated their user name. by: Marie

Sun Nov 27 13:01:44 2016

When a seller can prove FB extortion, Ebay removes the bad FB.  As they did for the seller in this article.

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

by: pace306 This user has validated their user name.

Sun Nov 27 23:27:05 2016

Snapped (of course) said it much better and way more eloquently then I ever could ... much credit ! :)

The source of all evil (the common evil in both stories) is ..... (drum roll please) EBAY.

eBay of course shouldnt evne be involved in "returns" but as its a way to A) make money and B) screw small sellers - its just a delight for them.

The same way that they can easily remove feedbacks and defects (mouse click) if they REALLY want to - and they just dont care to - is the same way they push everything on the seller.

Nasty people the lot of them (as the english would say) and its why eBay has such a BAD reputation - among buyers, sellers, manufacturers, distributors and entire industries "as a whole". Just go to CES in Vegas and ask people about eBay - Castro has a better rep then they do.

Well its almost DEC - hows your partner (in crime) treating everyone here? LOTS of sales? LMAO!  

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

This user has validated their user name. by: LasVagueness

Mon Nov 28 01:30:21 2016

@iheartjacksparrow beat me to leaving essentially the exact same comment.

@Responsible Seller

Unilateral feedback has got to be one of the biggest gripes of sellers. Why aren't the executives listening?

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

by: Tiffee Jasso This user has validated their user name.

Mon Nov 28 04:26:32 2016

Even if you have the measurements in the title. If buyer deems it is smaller, shorter, thinner, etc. than they thought, you are stuck with their feedback in most cases. Buyer's opinion is allowed regardless whether what they say is the truth.
What you can do is post feedback that states" Sorry you did not read the measurements in the Title before you bought the item." Or another classic for someone that complains the item was too small when you advertised a 38 inch waist. "Sorry you did not realize you  gained weight and now wear size 40 waist."  

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

by: epuise This user has validated their user name.

Mon Nov 28 09:55:18 2016

$10-$15 to return a cheap item (fake teeth) ? Let me guess, "Sherri"... you bought from a Chinese Seller... oh... but I saved so much not buying from a US Seller !... and... since when are cheap price retailers required to pay YOU to return stuff ? Go to a B&M & see if they will pay your GAS to return it...

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

by: a_c_green This user has validated their user name.

Mon Nov 28 11:08:37 2016

> What you can do is post feedback that states,
> ''Sorry you did not read the measurements in the
> Title before you bought the item.''

Very well said. It clearly establishes who the knucklehead was in that transaction.

On the plus side (and correct me if I'm wrong on this), I don't think a Neutral affects your percentage. Once it rolls off the first page of your feedback, few buyers will even go looking for it, and 12 months after the fact, it will roll off the summary page altogether and essentially be gone forever.

A calm, professional reply like the one suggested above is all I would suggest, and don't waste your time trying to clean up any further after one silly buyer; the next one will be along soon enough.

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

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

Mon Nov 28 13:01:02 2016

Sellers are yellers and buyers are liars...so the adage goes. Sherri did not include the eBay listing link - so we can only surmise what was actually stated in the listing. eBay DID have the benefit of the listing, as a reference, which is probably why they sided with the seller.

Returns are a necessary part of online selling. In all customer support cases, we try and apply the golden rule. If a mistake, heaven forbid, is made by us or one of our suppliers...we take full responsibility in order to accomodate the buyer - fairly. Or, if the buyer makes an ''honest'' mistake, we try and work with the buyer to solve the issue to the buyers satisfaction as much as humanly possible. Sadly, buyers like Sherri may have deeper issues to overcome - Hey, we're just merchants, not psychologists.

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

This user has validated their user name. by: Rexford

Tue Nov 29 12:21:21 2016

OP states "or I would leave them a bad review"

These or normally the buyers that if at all possible I will not work with.

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

by: Toledo Maude This user has validated their user name.

Tue Nov 29 12:27:20 2016

Is it really worth a seller's time to call eBay customer service to complain about a bad buyer?

Reading sellers responses, it sounds like a positive resolution for the seller is most rare.  Why bother?

Several years ago, I decided that to protect my small eBay business when a buyer complained, I would instantly issue a full refund and place the buyer on the non-buyers list. Right or wrong, refund and end all conversations with idiot buyer.

My time is much better spent preparing new listings, and my heartache quotation is greatly reduced.  

There IS NO future with eBay!

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

This user has validated their user name. by: maxheadroom

Wed Nov 30 13:11:57 2016

It has gotten so bad for sellers i am glad i am banned as a seller. As a buyer i recently purchased a vinatge sewing machine part for a treadle i am restoring. The next day i recieved an email from ebay informing me that the seller had canceled my order. the seller them emailed me explaining that she wasnt sure the part i purchased was an auctual singer part and offered to send it to me for free with loads of apoligies. Sellers now have to live in fear of customers? i told the seller to do what she wanted as i still needed the part.

A Buyer and Seller Disagree on Whom eBay Favors   A Buyer and Seller Disagree on Whom eBay Favors

by: Ebsy This user has validated their user name.

Thu Dec 1 22:49:32 2016

I've been an eBay member for 10 years and a seller for 7 of those years.  I do have my complaints of eBay but they go by a system so if you follow the system you will succeed in selling.  I'm not going to spell it out but if you sell long enough you will know the rules and to better protect yourself.  The buyer "Sherri" complaining about the item she received is one of those idiot buyers I always see periodically.  She threatened to leave negative so that is grounds for feedback removal already.  If she opened an not as described case she would have gotten a return label for it.  Done deal.  This is why I still make money on eBay because of idiot buyers like Sherri.  Enough said.  Thanks for reading.



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