Posts Tagged ‘help with eBay’

Dear eBay Queen:

I recently sold a guitar amp on eBay for right around $1600. It is a good amp and is no longer made so it has become somewhat collectible. I packed it with the utmost care, even removing the tubes and packing them in a separate little box. I was a bit leery of the buyer to start with because he had a few negative feedbacks. He was at 98.3%, so I ignored it.

So he receives the amp about two weeks ago, and he emailed me today saying the speaker is blown and two tubes are broken. I was surprised about the tubes because I packed it so well. The speaker being blown was a red light for me because I knew that it was not. So, I reply saying the amp was perfect when it left my possession and if there was any damage it would be a shipper problem (the amp was insured).

Without any further communication, or waiting for me to respond, he opened a PayPal dispute. In the dispute, he was requesting a refund of $65. I did not know or understand what was going to happen next! PayPal immediately froze my account for the full amount of the auction. My account is frozen and the $1600 is no longer mine. If it were frozen for $65 I would have fought this scammer right in PayPal, but, I had more auctions closing and I wanted my account clear to get those funds. I refunded the $65 with a note saying he needs to return the “blown” speaker. I EVEN OFFERED TO PAY RETURN SHIPPING. I contact him a week later asking for a tracking number for the speaker. He replied stating he hasn’t shipped the speaker, but what carrier do I want to use. I reply. A week later, and I’ve still heard nothing. I inquire and he replied, saying he must have thrown away the speaker. Well, now I know for sure that he was lying from day one! The last email I sent him just asked for a simple picture of the new speaker in the amp. Of course he replied saying “I don’t have access to a camera.”

Sorry for the long post. I know that I am screwed out of the $65 and that is fine. I am just hoping that you can help me figure out what to do next.  I’m sure that this isn’t the first person to try this partial refund scam. It has happened a few times with guitars and pickups. But, this is the first time PayPal’s policies have screwed me, the seller. I have always and will always be honest and willing to make good on any real issues when I sell things. Unfortunately, there are people out there who are taking advantage of eBay’s new no feedback for buyers from the seller and PayPal’s total buyer protection policy.  What should I do?

Pat

Dear Pat:

I don’t think you’ve been scammed, although I think the buyer should have explained what he wanted upfront without the PayPal claim.  If I had to guess what happened, I imagine that your tubes arrived broken, and the buyer took the $65.00 you refunded to buy more tubes.  You received your 1600.00 (less the $65.00) back from PayPal right? Why would the guy send you back the product and let you keep the majority of the money?  I believe this situation worked out pretty well.  In almost any other scenario you could have been out the $1600.00, shipping, and have a broken item.

If you should ever have situation like this again, I would contact PayPal and see if they can clear up any confusion you might have regarding the transaction.  Another thing you might want to consider is that PayPal didn’t freeze your whole account; they just placed a hold on that transaction.  That particular hold would not affect any other transaction you might have.

Strange eBay item of the week: eBay item: 221157728205 (enter this number in the eBay search box in the top right corner of the home page) Do you smoke a pipe? I’m not sure why this one sold for 15,000 dollars, but it did.  Check out this 1988 Bo Nordh Pipe Smoked slightly Used. SOLD $15000.00 http://www.ebay.com/itm/1988-Bo-Nordh-pipe-Smoked-slightly-used-/221157728205

Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul. Do you have a question for the eBay Queen? Email: questions@asktheebayqueen.com

Dear eBay Queen:

I’m shocked, I haven’t seen a single article about the Spring 2012 eBay Seller Update. Since no one has said anything, I’ll throw my two cents in.  I am very angry with these impossible new policies. Most national retailers (Wal-mart, Target, Macy’s etc) don’t even offer what this new policy is requiring of us, individual sellers. Why, because it’s near impossible and so costly to the seller. Nothing about this new policy is makes sense to me.

• 1 day handling
• 14 day money back return.  Who does that?

If I ordered something from a national retailer and needed 1 day handling, I the buyer, would have to pay for it, and I mean a lot of cash for 1 day handling!  Here on eBay there’s no charge for this service!  What’s with this 14 day refund policy?, In my opinion, it is begging to be abused in every way shape and form.  A disreputable buyer can use the NEW make-up or clothing I sell and then say it was not as described and return it all on my dime! Since I don’t have eBay representative sitting by my side, they certainly can’t make a determination if my listing was appropriate; thus, they’ll put a little check by the buyer’s name to watch them for further abuse (I assume). Meanwhile, I’ve lost not only money, but quite possibly a perfectly good item. Clothing or anything else, the principle is the same. Can you see what kind of problems this will create?  Why is eBay forcing us to pay for return shipping?  I SO dislike the new policy on automated returns.

It is my opinion eBay is imposing the latest policies to make it as near impossible to gain any reduction in our fees. (I can’t be a Top Rated Seller if I don’t have a 14 day return policy and offer 1 day handling) Clearly greed has once again reared its ugly head. I am so very curious as to who thought this was a good idea.

For once, I would love for eBay to take the side of the sellers, who are the reason they make so much money to begin with. Sellers can’t leave negative feedback, yet we are subjected to it, along with the very unfair DSR ratings. I’m so sick of getting the short end of the stick and working my butt off for a company that clearly doesn’t care for the sellers.

eBay can have my 20% Top Rated Seller discount and choke on it! Next thing I expect is some equally ridiculous PayPal policy so that that can suck what little life is left in us. Wait, what am I thinking? That happened a couple of years ago when buyers were forced to pay electronically and sellers were prohibited from accepting money orders or cash, insuring eBay/PayPal would get yet another chunk of our measly change.

What a crooked operation! Too bad I depend on the scraps I get from them.  I would be interested in how you are changing your business because of the 2012 Spring Seller Update.

Annoyed

Dear Annoyed:

I haven’t had too many complaints about the Spring Seller Update: http://pages.ebay.com/sellerinformation/news/SpringUpdate2012.html I have had a couple of emails about it, that I didn’t answer here, but did answer through email, most were upset about the same thing you are upset about: The 1 day handling time and the new return policy.

I completely understand why you are upset about the new Top Rated Seller requirements. The 1 day handling time might be considered impossible for most people, and I am in agreement with you on if a large retailer was required to do that it would cost the buyer more money. I believe eBay is doing this to get away from their image of being a place where unscrupulous people sell their items and rip the buyers off.

I want to clarify one thing with the new “Automated Returns”. This is optional, and not mandatory for you to accept the new automated process.  I think it might be a good program for some, but for me it does not fit in my business plan.  If eBay made it mandatory for me to have automated returns I would not be happy. http://pages.ebay.com/sellerinformation/news/returns.html

Unlike most seller updates this one didn’t have to big of an effect on the way I do business.  I already had a 1 day handling time, in hopes that my handling time DSR would go up. The one thing that did take me by surprise was the 14 day return policy. We had a 3 day return policy.. now we have a 14 day return policy.  I was a little worried about this. Usually if there is something wrong, someone will notify me within 24 hours of receiving it.  I’m a little concerned with the new policy I might have some issues.  So far I have not.

Strange eBay item of the week: eBay item: 160725217003  What holds the papers down on your desk? Maybe it’s a vintage paperweight?  Large Antique Baccarat Millefiori on Lace Ten Gridels Paperweight. SOLD $2484.00 http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&_trksid=p4340.l2557&hash=item256bf82eeb&item=160725217003

Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul, Kansas.

Dear eBay Queen:

If a buyer wants to change their feedback from negative to positive, does the buyer also have the opportunity to change the DSR rating too?

I have a buyer who left negative feedback. It was a case of the buyer not checking her email to review the proof I had sent to her for a personalized item. After I called her on the phone (voicemail), she finally replied by email and seems happy. She hasn’t indicated she wants to change her negative feedback and I doubt she even knows she can change it. She didn’t even know how to check eBay messages through the eBay site.

I had another instance where I messed up and order, and I usually send a nice note apologizing for the item or the shipping time or whatnot and then say something like, if you had let me know before leaving your feedback, I could have done something about making your transaction a positive one like sending another item, giving you a refund, explaining how the shipping time was affected, (or whatever I think would have fixed the problem,) but please be assured I have given you a refund since I want to still make the transaction good for you. Then I give the refund or whatever is appropriate, and then send the feedback revision form without even mentioning it in the note. 9 times out of 10 they revise the feedback to positive.

I was listening to eBay Radio and I believe Griff said that it’s against eBay rules for a seller to ask a buyer to change their feedback. However, if a buyer initiates it, the seller can assist the buyer who may need guidance in figuring out how to change it.  Is this true?

Thanks,
Norman

Dear Norman:

I have asked 3 buyers to remove negative feedback and only one followed through with it.  I did do a little checking, and a seller can ask for a buyer to remove feedback. It also mentions the ability to request a change in the DSRs.  http://pages.ebay.com/help/feedback/revision-request.html

You are right! I have found that when you apologize, and are up front with people they are usually pretty forgiving.  I hope your latest buyer follows through and removes the negative.

Dear eBay Queen:

I bought an item about 12 days ago, and the seller hasn’t shipped it yet. He emailed me right after I paid and said he was out of town and it would be couple extra days before he could ship, was that OK? What was I going to say? I said yeah, no problem, 5 days later still no shipment information so I emailed him. He said he was sorry, he’s still out of town and would ask his wife if she had shipped it, if not he’d mail it today, Monday.

Guess what? The item remains unmarked as shipped, no shipping information, no communication, nothing. It was a great bargain, no other bidder had emerged, so I’m thinking he was not happy with the price and never had any intention of shipping it. I still want the item, it might be a couple months before that item at that price emerges again.

What would you do? If I report him, will eBay suspend him?

Moira

Dear Moira:

eBay won’t suspend him unless he is in the habit of doing this type of thing.  Did you check his feedback and his DSR or star scores? You should be able to see right away if he has negative feedback for slow shipping, or if he’s received 1’s or 2’s in shipping time you will be able to see that in his shipping and handling time score.

In a situation like this, I would email him and ask if it’s been sent.  His wife may not know how to wrap, make labels etc.  Allow a day or so for him to respond. If he doesn’t, I would then file an “item not received” claim against him.  If he responds and you don’t receive the item within 4 or 5 days after his response, I would file a claim.

I hope you receive your item, but if you don’t, you will receive your money back for sure.

Strange eBay item of the week: eBay item: 320879550192  Do you like looking at old pictures?  Check out this old Ambrotype! Fantastic California Militia Officer Full Plate Cased Ambroytype by William Shew!  SOLD $4200.00 http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&_trksid=p4340.l2557&hash=item4ab5e95ef0&item=320879550192

Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul, Kansas.