Conversation with eBay rep re return/defects

[Deleted]

Here we go again. I feel like my head is spinning. Sorry if this long. Hopefully it makes sense.

Had someone buy an item. She left positive feedback with a negative-ish comment. I am assuming she is responsible for the pending "item as described" defect on my trending data, but don't know for sure yet. Now she files a return request for the item and chooses the box that says she doesn't need the item anymore. I respond by using the "message" option on the return request and tell her "no problem, I have a 14-day return policy, just return it."

This morning I called eBay about a few things and asked about this pending return. First of all, I told the rep that I take exception to the standard wording on the eBay return request that says the buyer "let us know something is wrong" with the item. I told her there is nothing wrong with it. The buyer just said she doesn't need it anymore.

The rep told me that until I get the item back and refund the buyer I will have a defect on my trending data. The only way for me to get it removed is to call back after I give the refund and tell them to remove the defect. Is this right? Why should I have a pending defect for an item that the buyer decided they don't want?? Do they really expect us to keep calling back on stuff like this or are they hoping we don't call back so they can add to our defect rate and continue to purge the small sellers from eBay (sorry for the paranoia).

[Deleted]

No, it is not right. You don't get a pending defect unless they chose SNAD as the reason for return. I suspect your defect is because she gave you a three or lower on the IAD star, not because she asked for a return. Do you run DSR reports?

Calling back after you refund will not get rid of a low star rating defect, unless you somehow get a rep who will agree to delete it.  IME, defects are not removed because you refunded someone.

[Deleted]

The rep and I were both looking at the issues separately - even though I know you can only get 1 defect per transaction. I'm assuming this person gave me the low DSR for item as described and that is the pending defect in my trending data. But I don't know that she's the one.

Separately from that, the rep says in this and similar return situations where the buyer is returning because they changed their mind, the seller will get a pending defect as soon as the return request is opened and they must call after refunding the buyer to get the defect removed. It's like saying all returns are defects from the get-go and then you need to call to get the defects removed.

[Deleted]

Never heard of the pending defect for every return, no matter what the reason. I've had two returns over the last several weeks where the buyer checked "didn't fit" and I never saw a pending defect and I never called to have the pending defect removed after I refunded. I did not receive a defect for either of those transactions.

[val2525]

Separately from that, the rep says in this and similar return situations where the buyer is returning because they changed their mind, the seller will get a pending defect as soon as the return request is opened and they must call after refunding the buyer to get the defect removed. It's like saying all returns are defects from the get-go and then you need to call to get the defects removed.

IF eBay is doing this, it's total BS. Return for buyer remorse is the buyer's problem and should not be a seller defect. I sincerely hope it's just a clueless rep telling you this and not something eBay is actually doing. Because if eBay IS doing this, I have some pithy letters to start sending out.

[Deleted]

This is weird. I just got an email (not a message in eBay) on how to process a return. I wonder if the rep I spoke to on the phone sent it. This is what it says:

Dear highendbuys,

It looks like you recently received a return request from one of your buyers. The good news is our streamlined returns process makes handling return requests easier and more efficient than ever.

The simple steps:

1. When you’re notified of a request, just go to Returns in My eBay or click the link in your notification. From there, you’ll be guided through the return—and can keep an eye on its progress.
2. Once you accept the return, instruct your buyer to print a label on eBay—or send them one through My eBay messages. If you do send a label, remind your buyer to upload tracking for the return so that you can both follow its progress.
3. When you receive the return, check it carefully. If it’s okay, just click “issue a refund” from the Return Details under Returns in My eBay. And don’t forget—you’re protected by eBay’s item condition policy.
4. Once the refund’s been issued, your final value fees will be credited automatically—and you can relist the returned item for free.

If you need to first communicate with your buyer to work things out, you can use the “reply to buyer” option in your notification email to send your buyer a message or contact the buyer via My eBay. In the rare case there’s an issue with a return, it’s best to try and work it out with your buyer first. Then, if you’re unable to reach a resolution, you can always ask eBay to step in and help.

Learn more about how returns work on eBay—and be sure to check out our proven best practices for reducing returns. As always, thank you for selling on eBay.

Sincerely,

The eBay Selling Team

P.S. For the easiest, most cost-effective way to track and manage returns, go with hassle-free returns. Virtually automating the entire returns process, hassle-free returns make your listings even more attractive to buyers. Find out more today.

[Deleted]

I am in HFR and I have never received a "pending" defect.  You received a defect for a 3 or less star.  If it were me, after I refunded, I would call CSR to TRY and have it removed it's worth a shot.  If the star ding was for nad, you can certainly fight it because the buyer said they didn't need it anymore, two different things.  Open up the policy window for backup.  

I've had a defect removed once with good fb, low stars...however, I have NOT had a defect removed for good fb low stars.  It depends on the rep, if you can rattle them.


Yes, I believe the expect us to call every time there is an issue with our accounts and yes they are banking on sellers getting worn out.

[Deleted]

Oh, I forgot about the email.  I sometimes will receive a generic email sent from the rep on the subject I called about.  Notice the PS, they want you in HFR

[Deleted]

Ebay has really messed up returns IMO. I always took them and then went no returns since around November right before they decided not to force us into 9 day returns. I never changed back because I spent so much time removing defects that were erroneously on my dash for standard returns for fit and another one that no rep could identify why it was there as the buyer had not returned nor requested and never left any FB nor contacted me or eBay in any manner.

I would advise that every seller call at east once per month to go over any and all item #s on their dashboard, even if you revisit them the following month with a different rep. They are playing games with our business and the rules vary from rep to rep. Just make that call a part of your work routine. They will remove FB, defects, close open returns that are expired, etc. If you don't like what happened call back the next day and start over - that rep may have a completely different set of rules.

What you were told is not supposed to be correct, you will need to call back and ask why a standard return with no SNAD is a defect if you see that item # on your dash.

[val2525]

Comment from a large seller in my eBay LinkedIn group:


It doesn't matter what you do, you're going to lose, unfortunately. CS has outright said there's really no way to win! Amazing. I video tape all returns, and this year we're going to keep a tally and take it further legally - They're basically allowing people to ruin us.


I thought the last part was very interesting.

[jandsknight]

Val, I think that last part is very interesting, also. Please, keep us informed about what they do.

[Deleted]

highend, I received that same email after my last two return requests. I think it's automatically generated.

[Deleted]

Update:

I approved the return request and eBay gave the buyer until Feb. 9 to return the item. Today is Feb. 10 and she still hasn't returned it. I called eBay and was transferred to Escalations. The rep told me the buyer actually has 30 days to return it so she has until March 12. If I ask to escalate the return before that it will become a case and I will lose.

Since the reason for the return is that the buyer "doesn't need it anymore" she said I should have denied the return despite the fact that I offer 14-day returns for any reason (this seems to contradict their policy, but that's what she said). She added that in the future whenever I get a return request stating buyer doesn't need it anymore I should deny it. I realize this doesn't sound right, but after an hour on the phone with them I am not calling back.

So now I will have this return hanging over my head until 3/12 at which time eBay will automatically close it out - or so she said.

[val2525]

And don’t forget—you’re protected by eBay’s item condition policy.


WTH does this mean? Because if it means what I *think* it does - that the item must be returned in the same condition as it was sent out - eBay is not following their own policy.

[Deleted]

That is crazy! We rush like mad getting packages to the post office so our customers will be pleased. A week is ample time for a customer to return a package to the post office or schedule a pickup. The Post Office even has commercials advertising their pickup service now. Giving the customer 30 days means that the item is not available for someone else to purchase. By the time you get it back it could be out of season which may lessen the chance of selling it.