Dear eBay Queen,
What are your eBay New Year’s Resolutions?
Baby New Year
My eBay resolutions are pretty simple this year as I approach my 17th year selling full time on eBay.
- Get my online store running smoother.
- eBay inventory done (because it never seems to be accurate.
- Clean out my piles of stuff that I thought I would eventually write up.
- Find a new product that will go with my existing product line
- Stop stressing about defects.
Dear eBay Queen:
I have a question about a return I received. I sold a pair of Ralph Lauren equestrian style pants to a customer, who claimed that the zipper didn't zip up smoothly, and she wanted to return them. I modeled these pants in the photos, and I never noticed and issue with the zipper, or I would have said something. I truly believe that I do a good job when I am checking for defects like that, but once in awhile, I do miss something. I took the buyer at her at her word, and sent her a return shipping label that I paid for. I received the pants back, and, as I’m sure you guessed, there was absolutely nothing wrong with them. I'm would imagine that they didn't fit and she didn't want to have to pay for the shipping involved in purchasing and returning them.
I don’t feel like I should have received a defect for this return, and I am pretty angry that I was bamboozled by this customer. I contacted eBay and asked them to rule on this through the returns process. In my messaging to eBay, I explained the situation, and even pointed them to the YouTube video where I demonstrate how the zipper works eBay sided with the customer, and automatically refunded her the entire amount. What could I do differently? How can I get eBay to be on my side?
I have a return policy, and I don’t have an issue accepting a return. I DO have an issue with getting a defect for a buyer that is not truthful. I don't think it should be at my expense unless the item is defective. Is there anything I can do about this? Is this a common occurrence on eBay? eBay customer Service says that it is the cost of doing business. What do you do to prevent this from happening to you?
This issue has been plaguing me for most of 2014. I rarely have a buyer that has a true “not as described” case, but I seem to have quite a few buyers that have what they call not as described, a fit issue. Instead of saying it doesn’t fit me, they say it’s “defective and doesn’t fit me”.
I’ve spent most of 2014 fighting this ridiculous defect system. This means HOURS on the phone waiting to talk to an eBay customer service rep, only to be told, “It’s just part of doing business on eBay.” I have given this a lot of thought over the last few months, and because the time I spent on the phone was starting to bother my children, I have not made a single call to eBay in over 30 days. It was not worth the aggravation. One of my last phone calls to eBay, I really tried to prove my point that a return should not result in a defect. The only sense of hope I received from that conversation is the person (a manager) assured me that the defect system is evolving, and that this type of defect was going to be discussed and looked into.
I have thought about different ways I can prevent a buyer from opening a return request, and I have only had one idea, but I am not even sure if it will work. I have decided to start the New Year with business cards with return information on the front, and a “Thank You” on the back. I was thinking my return portion will include my phone number and my email address so the buyer can message me directly. Once they message me it is my plan to offer them a shipping label, (at my cost,) and ask for the item to be sent back.
When it comes to your buyer, I believe that they did have buyers remorse. You would probably be able to prove that, you would just need to get the right eBay customer service person.
Strange eBay Item of the Week:161475802699. This beautiful, rare watch by Ralph Lauren retailed for $25,100. It sold on eBay for $8999.00. Ralph Lauren 18k RG Stirrup Men's Watch with Piaget Movement Stunning. SOLD: $8999.00.