Canada - Not as Described Return - Part 2 (How to contact CS that takes real action?)

[tonewoody]

Looking for advice on how to get to a higher level of Customer Service.

What do I need to say when I Contact ebay?

I have a very clear cut case (item grossly misrepresented, documented with pictures, messages, return agreement, returned, signature etc.) . Seller vaporized when it came to the refund.

 I waited the 6 business days, called CS, explained the situation (referencing pics/messages) and was given the clear impression that my return shipping would be refunded. 

Lo and behold, ebay decides in my favor, closes case but no return shipping refund.

I need to talk to someone who can straighten this out !

Thanks in advance.

[femmefan1946]

There was a lack of direction on eBay's fault...

this has nothing to do with the buyer trying to go outside the process

because there is NOT a specific process when it comes to international return labels.

This cannot be repeated too often.

[tonewoody]

OP again.

Thanks again to all for the participation on this topic.

I am not going to respond to judgements about 'what I did wrong' but would rather focus on the bigger issue that Canadian ebayers like myself are not being given clear information about how a SNAD return is to be conducted and the responsibilities of both the buyer and the seller.

If a buyer with a well documented SNAD return knew that the seller had to provide the return shipping payment 'up front' within 5 days, he would wait the five days.

If the buyer knew that he would get a refund and also get to keep the item if the seller did not pay the return shipping 'up front'. ..Pretty much a no brainer there...Who wouldn't wait?

Additionally, if this SNAD return process information was clear at the outset, 1) Sellers would likely be quicker to provide return shipping in advance and 2) Describe items in manner that avoided a SNAD return.

**********

According to Forbes, ebay is worth almost 68.9 BILLION Dollars and has 36,500 employees. Surely, one or more of these employees is paid to oversee the basic and fundamental  'ebay help' pages. How about writing another paragraph with the pertinent details?

Furthering that thought, someone gets paid to oversee the ebay messages sent to buyers and sellers. Why send all the confusing mixed messages to ebay.ca users? Wait for a label, etc?

It's perplexing that after 20 years in business ebay hasn't addressed these simple and fundamental issues.

[retroman_studios]

My apologies, I read over what you had wrote but missed the part about eBay telling you that the seller could not make a label. My bad.

So, in this case, eBay did a horrible job.

By chance, did eBay send you any communication through eBay messages that the subject lines looked like: RE Case #?

If they did, you *should* be able to reply to it. I had a case open with a Chinese seller that sold me goods with no driver discs and it was like, a $20 auction and they wrote me wanting me to send it back. I replied stating why I should not have to pay to send it back and the did a 180 and refunded me.

Sadly, even if you were to/open a PayPal case you would still have to bear the burden of shipping unless the goods were fake or counterfeit in which case it is a crime to ship them.

I am curious was this seller in US or was it truly international like the UK or China?

You are spot on about some of the issues. Not a day goes by on eBay that I have broken linksor functions that do not work. Do not judge those of us who accept it harshly as I think we may sorta be jaded and accept it because at this point, there really is no other place to go. Amazon recently changed selling structure and force you to pay a monthly fee unless you accept limitations as a personal user.

Apologies for the mixup but given the circumstances t I would do is call eBay and complain. Also, you should receive a survey in a few days or week about this issue you had. Give them hell.