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Dear eBay Queen: Help! I’ve Been Blocked!

 

Dear eBay Queen:

I love to buy items from a certain seller.  I had a small problem with them a few weeks ago, and I just found out when I tried to buy some more items from them that they blocked me.  I don’t know what to do!  I’ve messaged them, and I have not heard back from them.  It’s only been a couple of hours, but I’m worried.

Here are the last two transactions I had with this seller.  I placed a rather large order for 4 different dresses in 4 different sizes.  I wanted to try each size on to see which one fit the best.  As it turns out the medium in one dress fit well and the Large in the other 3 fit well.  I opened a return request for the 12 items, and they accepted the return and I received my money back.

The second transaction was similar, but involved returns on some scarves and a jacket.  I purchase 4 scarves returned 2 and purchased 3 jackets and returned 2.  They accepted my return and I received the money back.

Never have I been rude or mean.  Do you think it’s because of the returns?  They offer free returns doesn’t that mean that it’s ok to return things?

When they message back, I will do anything so that I can buy from their unique eBay store.

 

Melanie R

 

Dear Melanie:

I think it probably has to do with the returns.

You purchased a total of 16 dresses.  You returned 12.  Purchased 4 scarves returned 2 and 3 jackets returned 2.  That’s a total of 16 Return requests opened for you.  When you opened that return request was your reason for return that they didn’t fit? or That you didn’t like the item?  OR was it because the items were not as described?

Since they have free returns, they had to pay return shipping on 16 items.  If the shipping was 5.65 per item that is 90.40 in return shipping fees they paid to have your items returned.

If you opened any of those returns for a reason other than “it didn’t fit” or “changed mind”  The seller received an invisible to you strike because your returns were due to the fault of the seller.  If you did that, not only did they pay almost 100.00 in return shipping, BUT they also could have their eBay metrics skewed by your returns.  When a seller receives high “faulty” returns they are charged more by eBay in their final value fees.

I don’t know how to make the seller accept sales from you.  I would be honest and let them know that you did not realize by opening that many requests could hurt their eBay account and bank account.  I might tell them if they let you buy again that you will not open return requests like that, you’ll go through them personally and send the items back in one box.

 

Broken Cake Stands, UPS, Unreasonable Buyers, and eBay

ebay-cake Photo Credit

Around two weeks ago I sold a cake plate.  You know the kind metal filigree stand with glass dome?  As we I’ve always done, we double box the item and send it off UPS.

The buyer even requested I ship it UPS.

valentine

Except I think she wanted the UPS store to ship the item.  (You’ll see this in later messages)

I messaged her and said it would be shipped via UPS.  We sent out the item, double boxed, and received a messaged stating that the scroll filigree work on the metal base broke.

valentine2

If you’ve never submitted a claim with UPS, they require the buyers phone number.  They will call the buyer and schedule a pick up with them.

valentine3

Uh.. that’s not what I asked you to do.

I message the buyer again and ask them to please give me their phone number and allow me to have UPS pick it up.  Once they pick it up I can refund her money.

The buyer then opens a return request.

valentine4

Did you see ‘UPS did not package this purchase’? Her address is a UPS store.  I wonder if the UPS store had a role in this debacle?

You see how she is stating she will not “request a return from UPS”?  AND in all of our messages she adds a note for eBay.

I call eBay where the representative volunteers to message the buyer and urge her to work with me.  The message from the eBay rep even states that “if you return the item to the seller, the insurance will be void” and we need to have the carrier pick up the item per their policy.

I respond to her in the return request:

valentine5

“We” packed the item.  It was double boxed and UPS picked it up from our business and shipped it to your home.  When UPS has a breakage there are rules that are put on me the shipper to follow.  I’ve sent you the instructions on how to get the fast refund possible and you’ve refused. Perhaps I did not explain well enough in previous emails.  When there is a breakage UPS will pick up the broken item and the packaging from your house.  They will start the refund process since there was insurance place on the package.  In order to start his process i need your phone number.  UPS will call you and set u a time to pick it up.  They will pick up the item and issue a refund.  It takes bout a week or two for this to happen and there is very little effort you will need to do besides answering the phone and scheduling a pick up.  This is what is required for a return.  Please send me the best phone number for UPS t get a hold of you and we can get the process started.

She responds:

valentine6

Once again. We are Not going to allow UPS to be responsible for an item that was shipped damaged.  Maybe we were not clear.  We are Not going to hold UPS responsible for this item you sent so “carefully packaged”.  Once questions… Since you packaged the item so carefully and double boxed package.  Why did this item arrive broken?  Well the box was not damaged at all and the contents wee still in place.  Seems like you are holding UPS responsible for something that they are not responsible for  We will surely explain this to UPS.  Once again we are not going to accept a claim from UPS.  THIS HAS NOT BEEN A VERY PLEASANT EXPERIENCE. PLEASE DO NOT MAKE THIS A SPECIAL SITUATION. Thank you.

I called eBay.  Where the representative told me that I did not make myself clear in the messages that she was going to receive a refund.  SOOOOO  I message the buyer again.

It does not matter how well you package an item sometimes it breaks. The glass usually breaks and on this item it did not. It was the metal. It was not intentional. WHY would a seller of 19 years want a customer to receive a broken item? I packaged the item sent it to you with insurance.  I purchased insurance on this item for a situation like this.  If I had not purchased insurance I would be responsible. I spoke to an eBay representative and they thought I was not clear that this is UPS’ policy and that I am following their rules.  Once again here are the steps to getting this claim done as quickly as possible.

The way this is being handle is how UPS handles breakages.

#1 I submit the claim with your number

#2 They call you

#3 You package the item in the original packaging and leave it for them to pick up.

#4 They pick it up inspect it

#5 They call me to ask what was in there.

#6 a refund is issued.

Please message me your phone number as soon as possible so that I can get this process started.

She responds:

valentine7

You are not understanding that we are not going to be part of a claim blaming or holding UPS responsible for the damage done to our item.  That’s it EBAY will definitely have to step in.  even if you do submit a claim, once UPS contacts us we are going to explain what took place.  That’s it… We wish that we never came in touch with you and your item.  We are not going to hold UPS responsible.  you don’t have to explain any more. We will get EBAY involved.

I contacted eBay again.  The person I spoke to volunteered to call the customer and explain that this was what they were supposed to do.  If they sent it back to me the insurance I put on the package would be void.  I guess the buyer was rude and belligerent with the eBay rep.  I received a call back from the eBay rep and she explained the only choice she thought I had was to escalate the claim and have it closed against me THEN appeal the claim and  everything would be rainbows.

valentine8

All is well that ends well?

A Case is Closed on eBay and AGAIN Opened on PayPal

Sometimes I feel like a buyer maybe trying to get something free.  It doesn’t happen very often.  Maybe once every 200 items.

This week I received a message from a buyer saying their item smelled and had deodorant on it.  I apologized, and told them I would be happy to refund once the item was sent back.

switchblog1

Read from the bottom up.

I sent this message:

Hi, I’m so sorry I don’t give partial refunds. I do give full refunds for an item that is returned in the condition sent with the tags attached. If it is hot and the bag that the item is shipped in sits in the heat/sun the bag makes a funny chemical smell. Once again I am so sorry the item is not what you expected.

switchblog3

I contacted eBay customer support and they recommended that I ask her to open a return request.

switchblog4

She opened the request, and  I called eBay.

switchblog2

eBay closed the request because the buyer had altered the item by washing it and removing the tags.  Guess what she did?  She opened a PayPal claim.

switchblog5

Now I’m waiting for PayPal to handle the claim.  How do you think it will end?

45 Day eBay Return & PayPal Dispute

Way back on April 20th I sold and item to a buyer.  The buyer paid, and I shipped it the same day. pg28paypalcase5

Saturday June 11, I received a return request stating that the item didn’t fit her.  I called eBay and asked “If I was required to accept a return on an item that the buyer purchase 50 days ago.”  eBay closed the case in my favor.

pg28paypalcase4

If you review the comments, you’ll see the buyers reason for return. “Hi there This item is the correct size, however it did not give me the support needed.  I usually don’t like to give sellers on eBay a hard time, but the bra is no use to me this time.  Can I still return this item? Sorry for the inconvenience.”

pg28paypalcase3

The buyers reason for return here? Not as described.

Sunday I receive a message stating that the buyer opened a PayPal claim that for “Significantly Not As Described”  How can this item go from “it doesn’t fit” to “not as described”?  ALSO  the case was escalated IMMEDIATELY.  No chance for the buyer and I to communicate.

What do you think is going to happen?

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