Got my first "case" opened against me...thanks ebay

[kashka]

I guess now when a buyer wants to communicate with you,Ebay opens a case.A buyer was curious about his item that was sent last Tuesday to Arizona...so..instead of just a simple inquiry to me,Ebay makes him open a case.

Last week I wanted to ask a buyer about something I received and I,too,inadvertantly opened a case against them.All I wanted to do was ask a question.

Just a venue,my a$$.

[pierrelebel]

"All I wanted to do was ask a question."

That is why most folks (buyers and sellers) use email to communicate with each other.  It works.

[rose-dee]

I guess now when a buyer wants to communicate with you,Ebay opens a case.A buyer was curious about his item that was sent last Tuesday to Arizona...so..instead of just a simple inquiry to me,Ebay makes him open a case.

I have been very concerned about this new policy, and brought the subject up with the Pinks in the Wed. board discussion this week.  The answer I got was that the seller has 3 days to respond, then the buyer may choose to open a case if he/she wishes.  This seems to belie what you've experienced, and it concerns me even more!

I'll be asking about this again next Wednesday, just to be sure, as I don't like buyers being herded into the "case" stream just through asking a friendly question. 

[pjcdn2005]

 The answer I got was that the seller has 3 days to respond, then the buyer may choose to open a case if he/she wishes. 

I think that you misunderstood. A case is automatically opened. After 3 days a buyer can choose whether or not they want to escalate.

From post 20 of that thread....

There's no escalation until the buyer decides to click on the "Have Customer Support review this case" button. And buyers can't do that for three business days after they have opened the case.

[rose-dee]

 The answer I got was that the seller has 3 days to respond, then the buyer may choose to open a case if he/she wishes. 

I think that you misunderstood. A case is automatically opened. After 3 days a buyer can choose whether or not they want to escalate.

Yes, "pjcdn", you're absolutely right.  I should have said "...buyers may choose to escalate a case...". 

I know both you and I were very concerned about this policy during the last weekly Board discussion.  If I understand it correctly then, any query directed to the seller after purchase/shipping using the contact link attached to the item will go through the case resolution process, whether buyer or seller want it to or not. 

This will mean that a buyer will actually have to know enough to bypass the easiest communication route (the link on the item) in order to directly access the seller outside of this system.  The conclusion I come to is that buyers are going to be routed automatically into a confrontational/adversarial forum.  The "Pink" who replied reassured us that after the 3 day period, if the buyer chooses to escalate, there's a better chance of resolution having eBay deal with the issue -- although this seemed reasonable to me at the time, the more I consider it, the more ludicrous it seems to separate buyer and seller right off the bat. 

Also, as I said earlier, this could be a fiasco for Canadian sellers who have no control over postal delivery times.  If a US buyer wants to check with me after 10 days if his parcel hasn't arrived, he'll find himself in a "case", and if I can't fix the issue within 3 days (which no one can), even if I reply and ask him to wait another 3 or 4 days to see if the parcel arrives, he can escalate it, and eBay will deal with it.  Now, I'm sorry, but my experience with eBay customer service does not give me confidence in that route.  And telling sellers that open cases will no longer count against them is no comfort either.

There is another aspect of this that concerns me a great deal:  there's an implied assumption in this policy that every question after purchase is a potential "problem", or a "case" or will ultimately be so.  I'm sure many are, but most messages I've had from buyers post-purchase are glowingly happy notes of appreciation.  If they now are automatically routed to a "case", they'll be scared off -- I would too!

[kashka]

Pierre,so are you saying not to use the "contact seller/buyer" in My Ebay?..That method has seemed to work for me for 15 years I have been buying and selling here.And now when you do that it automatically opens a case without warning you.Unless..from what I have learned in the last couple of days..you pick "other" in the list of your inquiries.And btw..tried the email approach...no answer from the seller.So..it doesn't always work...hence I tried the "contact seller" method.

[pierrelebel]

"Pierre,so are you saying not to use the "contact seller/buyer" in My Ebay?.."

That is correct.

I never ever use the eBay messaging system which often does not allow me to add links in my message when I already have a transaction with the buyer or seller.  I send emails using the email address provided by both eBay and PayPal.

[pjcdn2005]

From what I understand, a case will be opened only if a buyer uses the heading Item not received or Item not as described. It's unlikely that someone expressing their appreciation would use those headings however I have seen them used for simple questions about the item or about shipping.

I prefer to use the message system rather than email as some buyers may not check that particular email address or simply do not want to be contacted that way. Based on Pierre's experience that happens rarely, but I would still prefer to use ebay messages. However, I have used both email and ebay messaging to contact buyers when I've noticed a problem with the item already purchased and I want to make sure that they see my question/comment.

[pierrelebel]

The biggest problem with eBay's messaging system is their censure.

For example, they do not allow to add an image.

Often, a buyer will ask for a scan of the back of the stamp for example (check the gummed side).  That cannot be done through eBay.

Or a buyer will ask where to get an accessory or album or whatever.  It is easy to give the information with email address to contact.  eBay will censure the email address.

After a while, I simply do not bother.  It is easier and less restrictive to contact the buyer directly through email.

[pierrelebel]

Why the censure?  eBay is paranoid - has been for years - about sellers making a direct sale to a buyer. 😞

[rose-dee]

I never ever use the eBay messaging system which often does not allow me to add links in my message when I already have a transaction with the buyer or seller.  I send emails using the email address provided by both eBay and PayPal.

The difficulty I find is that people often neglect to check their underlying email address for days, especially if it's not their primary email.  I've been guilty of this myself.  If they're buying on eBay, chances are they'll check back more frequently and will see the number light up on their "Messages" tab. 

I had one buyer I emailed directly finally reply over a week later, saying "oh, I just use that email account for Paypal purposes, I only check it every couple of weeks". 

So I don't know what the best answer is, although for the time being I only message through eBay.  Telephone maybe?  Skype?  Yikes.

[recped]

 The answer I got was that the seller has 3 days to respond, then the buyer may choose to open a case if he/she wishes. 

I think that you misunderstood. A case is automatically opened. After 3 days a buyer can choose whether or not they want to escalate.

From post 20 of that thread....

There's no escalation until the buyer decides to click on the "Have Customer Support review this case" button. And buyers can't do that for three business days after they have opened the case.

Up until two days ago buyers could open a case and escalate it IMMEDIATELY, no need to wait 3 days.

The other big change is that in the past `cases`counted against seller performance, not as much as a dispute (an escalated claim) but counted none the less. Now cases mean NOTHING.

There really is little difference between an old `where is my item`email and a new `case`, you still need to reply. Better than what happened to me a few weeks ago, buyer sent a where is my item message and 15 minutes later (obviously before I could respond) open a case and immediately escalated it.

I`ll take 3 days over 15 minutes any day.

[pjcdn2005]

On my packing slip I do have my email address but I think that I will add in something about contacting me at that address if there is a problem. Unfortunately, that won't help if the item isn't there yet

[007steveb16]

I have had 2 buyers in the past week use what's supposed to be a last resort as a means to ask a question.  One nOOb left me negative feedback as a means to ask a question and has since apologized profusely stating they didn't know what else to do.....the other just opened a INR case today to ask a question about an item.

It's just so lovely like candy and acid........:^O

[brandeentertainment]

Here is the catch I found out the hard way from ebay... I had a seller about 1 year ago run auction and I won at very low cost ... Wasn't receiving and waqs contacting through email trying to resolve to get a refund etc... The Seller FLIPPED and I mean for no reason at all .. Call me $1000 names said ebay can blah blah blah his blah blah blah and he sells 1 million a year and I canblah blah blah even threatened me...

So I contacted ebay to get a refund and to get this guy the boot or in trouble atleast as I was peed at this point ...

Ebay's Response Sorry none of the emails you sent are valid as we only consider ebay messages valid because email accounts can easily be hacked....

So now sellers and buyers are basically being pushed towards messaging through email BUT ebay does not consider communication through emails valid ....

Catch 22 damned if you do and damned if you don't

[brandeentertainment]

??? Would blocking all buyers  communication to the seller through ebay be a loop whole ??

[kashka]

Oh happy day!!!..got an  email from ebay...the hold on my paypal transaction was lifted and the case was closed.All that because a buyer asked a polite simple question.Tell you what ebay...all my money is coming out of PP today

.But you know I can see ebays reasoning of holding my money..with 100% feedback and 5's across the board I am a really threat of being a questionable seller.After my 0 bid listings close this morning it's gonna be time to actually start using the Betsy store I opened.

[pierrelebel]

"I can see ebays reasoning of holding my money..with 100% feedback and 5's across the board I am a really threat of being a questionable seller"

Do not take it personally.  I have over 105,700 eBay transactions in nearly fifteen years, 100% feedback, 5.0 DSRs across the board, and yes, the money is taken out of my PayPal account temporarily every time a buyer questions a shipment. 

Frustrating?  You bet.

But, I do not take it personally.  It is business, only business.

And life does go on.  

Moving your listings elsewhere with buyers using the same payment system (PayPal) with the same rules and policies will not solve your problem, will it?  When a buyer questions shipment with PayPal, the money will always be taken out of your account temporarily until the case is resolved.  PayPal policies apply to all payments received through their service, not eBay purchases exclusively.

[kashka]

know it's business..to some..to me it was a place to sell stuff I love looking for..met some great people..sold some interesting stuff and learned alot about the kind of stuff i found. Fortunately for me I do not rely on this for income..over the years it has helped pay off a vehicle..paid for a lot of renovations in my old house that I bought and even has helped out family members when times were tough for them...My mom even got in the game and looked for stuff in thrift shops and I would sell it for her and this helped supplement her meager seniors income.

But..yes..it's not your father's ebay anymore,the animosity they have developed between seller and buyer and the "most sellers can't be trusted" image they try and project unto buyers is just the final straw for me.In the past whenever I received an email from a buyer asking about their shipped item,Ebay has never once held my funds based on that email.I would do what most sellers would do..answer back..give them a time frame and they would wait ..get the item..and reciprocate with great feedback,If they didn't receive it,we would actually communicate and work out a resolution.No need for open cases..held funds...and keep ebays cloud of mistrust out of the transaction..

And no offense to you,Pierre..you sell light pieces of paper and you sell to a dedicated group of hobbyists who can be trusted..so the game works great for you..easy to adapt,easy to ship and  easily go with the changes in ebays and Canada posts policies.I know when I sell insulators..they are one of the best groups of people around..no scammers and polite all around.But I just don't sell insulators..so I have to deal with all kinds of buyers out there..adapt to all increases in postal costs because my product isn't a one size fits all and every sale is different.I have been trying different strategies and none seem to work..

So I think I am better off going elsewhere,especially with the lack of exposure that has been prevalent the last half year.It certainly will be less frustrating..park a ton of stuff elsewhere and if it sells..it sells..cannot be any worse than here..And I won't have the shadow of ma ebay hanging over me telling me I am untrustworthy(and yes..i take it personally..I have worked long and hard to maintain my reputation).I will empty my PP account but I will use it on other venues because the majority of my buying activity has increased elsewhere  substantially because I just can't find anything I like here anymore..and when I do Its way overpriced and the shipping is crazy because the sellers have to keep increasing their prices to keep up with all the changes.

And so for those who this is a business,life will go and I sincerely and  truly hope it keeps working for you all..:)

[patken123]

As a buyer I have never felt a mistrust of or from the sellers,I just don't know where that came from!

I look at what is available,find a reputable seller (IN CANADA FIRST)by looking at their FB positive and negative(judge the negative with common sense/grain of salt),then if the price is reasonable I buy it now,or make an offer or bid.it can not be simpler than that for any buyer.

I communicate with the seller by always clicking on "other" never had any problem to speak of.

My last purchase was last week (cordless phone) made an offer to a seller,his price was  not to my liking,so I moved on and bought it somewhere else,no animosity,no confrontation,no adversarial feelings was ever demonstrated in this purchase or any other I have ever made that's worth mentioning.

If those negative feelings were ever present on ebay,I as a buyer would never hanged around for so long,many buyers feel the same,if you ever  went to let's say Walmart and were greeted with mistrust ,you would never set foot there ever again regardless of low prices.

May be that animosity some sellers feel is more based on one's high expectations of the cruel business world and forgetting the fact that there's no sentiment in business.