I really am leaving eBay as soon as my store subscription is up. I received the following letter below from eBay after a buyer who didn't read the description of an item and tried in my view to extort me.
He wrote in no uncertain terms (paraphrasing) that he received his item and was unhappy that I was dishonest and that I could pay $31.50 immediately and he wouldn't file a case with eBay.
He further went on to tell me I had 48 hours to comply or he would open a case and eBay would make me pay for return shipping and since he was an international buyer it would be cheaper for me to pay him (yes he said that last part). Fifteen minutes or so later he opens a case. Guess he meant less than 48 minutes or something before opening a case but I digress.
I took this as extortion 101; so I let him file a case which he did and I received the following response from eBay which is below.
I thought I was on solid ground as I had in writing, where he in my view extorted me and it was in the messages but guess what? I received the following form letter, please see the part where I highlighted it. It sounds at first the letter like they really care about me and me being a seller until I get to the highlighted parts. Isn't it interesting nowhere in eBay's letter do they indicate they will side with me whatsoever.
I interpret this as pay the ransom and pay it now, I can even give a refund without taking the product back and taking a whole loss completely. If you don't pay the ransom you will be charged the fees, you will possibly lose your item and the buyer will get to keep it. Also, if I pay the ransom I do not receive a defect.
Perhaps I am reading it wrong, but I wanted to share that in my view we sellers subsidize eBay's Money Back Guarantee by paying for customer relationship management. eBay has little if no skin in the game (sure I get my commission back I pay eBay), they lose that but I pay for them to keep a customer and make THEIR CUSTOMER HAPPY. That is their version in my view of the "cost of doing business." You lose, they get more fees it is a wonderful world.
eBay will turn around and pocket future fees from the buyer and keep it all, they will hide my listings and others and when there is another liar buyer or someone who doesn't read the description the seller gets to pay again.
This is why eBay is so hated in my view, they make it like they have your backs but they have only their own. Furthermore, when is the last time with their billions in sales have you seen any advertising on television (Amazon is number one and uses television but they must be idiots or something?).
As most Amazon sellers are happy with the volume, not so much eBay sellers but I am sure the advertising is all wasted just ask them.
Look at the recent fee updates, they make it sound like they are doing you a favor by increasing your store price. They give you a coupon THAT YOU PAY FOR, AND make it think that you are getting something free. All the while forcing a captive audience to purchase shipping supplies so they can make more money.
This is their pattern of behavior in my view, take advantage, hide listings, sell advertising right next to your listing, make all the money and act like were friends. They do this to buyers as well, if you end an auction early as a seller, eBay gets their fee. Why not share some of that fee with the buyer who is disappointed in not getting the item? Even if it was a lousy 2% of whatever the item was at when the auction was ended and provide it as credit for purchasing items on eBay, this would help build customer loyalty and help sellers with sales, but I don't think you will see that anytime soon.
Mayou Angelou may she rest in peace once said, "If people show you who they are believe them." I like to modify that, "If eBay, including Mr. Wenig shows you who they as business partners or affiliates believe them."
Invest in other venues, get your own website and let them die a slow death. Put no UPC codes in the listings help them as little as possible, and don't let them control your destiny. In the end they have shown time and again in my view that they only care about themselves and pocketing fees.
I received an email not too long ago that indicated they were selling upwards of 30,000 Lego sets an hour, but they can't front the money to do a return? They can't pay for advertising on television as it is too costly? Now I have to pay the ransom to the buyer who didn't read the description? I have to take the loss, so they can get the gain?
This is a perfect system eBay executives must be rolling on the floor at night. Let's go Amazon, Bonanza, Etsy, Ebid and whatever else works for your items such as New Egg, Rakuten and others.
I pay eBay on average let's say $1500 a month or so, I can take $600.00 of that and create some good SEO with Google products and still have a $1000 left over and not deal with this stupidity anymore in my view.
In this case, I see that you are required to pay for the shipping charges associated with returning this item. We want you to be successful seller on eBay. So as part of an effort to build trust and engagement with potential buyers, sellers are required to pay for return shipping any time an item is not as described.
To allow you and your buyer to find a return shipping solution that is satisfactory for you both, I put this case on hold for 5 days (-).
The options I recommend are to send your buyer a prepaid return shipping label or to send your buyer money through PayPal to cover the cost of return shipping. You can also issue a full refund to the buyer without requiring a return, which will close the case; this can be done from the Resolution Center.
There are several benefits to you resolving this case on your own:
- You will provide a better buyer experience, which may result in better Feedback and detailed seller ratings.
- This will not count as a "case closed without seller resolution" towards your seller performance standards.
- PayPal funds for the sale, which are placed on hold when a case is opened, will be released and applied to the refund.
- Your eBay and PayPal fees will be automatically credited to your account when you issue a refund.
If the issue has not been resolved after the hold is released, the case will be closed in the buyer's favor and will not require them to return the item. The buyer will be refunded and seek reimbursement from you. eBay and PayPal fees will not be eligible for a credit.
I trust this information is helpful.
Thank you for doing business with eBay and we wish you all the best!
eBay Customer Service