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Hi everyone -
Opening the chat up for your questions. I'll work on replies tomorrow afternoon (wednesday).
Thanks!
Tyler
Tyler, can you give any update on the "free" listing changes that were announced for the US on July 15th (effective Aug 1).
Will these changes be coming to Canada and if so will they be the same? When can we expect an official announcement?
@station41 wrote:
Hello,
I'm a 20years+ Ebay who buys and sells mostly sports cards. I have 2600+ positive transactions, 100% positive feedback. A couple months ago I sold a card to a USA buyer for $270 cdn (250 +20 shipping).
The card had a flaw that brought down the condition. I described this very well in the listing. Shortly after receiving the card the buyer claimed that it had undescribed damage and wanted to return it. He sent 2 pictures, 1 of a scratch on the card case, and another of 2 photo/print dots on the card.
The case was brand new, I don't know how it got scratched, it's basically a part of the packaging anyways, not the actual card. The print dots are a characteristic of the card, they are no different than letters on the players jersey or the lettering on the front. All copies of this card have them. There is nothing i can do about it and I have seen perfect copies of this card with these photo/print spots.
I had indicated no returns on the card but to be a good Ebayer I accepted to take the card back.
Ebay, the buyer and I established that I could not send a return mailing label as I live in Canada and the buyer is in the USA. They suggested I send money to cover the return shipping. The buyer asked for $20USA and I sent it immediately. He then indicated that the return shipping would be $51USA.
At first I responded that the price was too much. It's almost $75 canadian to have a card returned. I bought a $1400 card from the USA not long ago and it was less than $20USA to have shipped. I asked him to work with me and check the other options. He stuck to his price.
I contacted eBay and they agreed it seemed like a lot of money to ship the card. They asked me work with the buyer and see what we could figure out. I sent the buyer a nice email and said look, whatever you want I'll do. I offered the $51 for shipping or as a credit to the purchase. Please advise me how to proceed. I just wanted this to be over as it was very time consuming.
Then the buyer decided to stop communicating with me. I couldn't believe it!
I contacted ebay several times through chat box, emails, and phone calls. Every time I was thanked and assured that I was doing the right thing. If the buyer wasn't communicating well I did my part and he had to send the card back to get a refund.
**I should note that every time I contacted ebay, it was like the first time over and over again. It was like they didn't read the case files. Then when the phone reps read the files, they were very reassuring to me!!!!
Wednesday July 8, I received an email from eBay that the buyer had closed the return and asked them to step in. I was given 4 days to provide a shipping label. Really???? We've been through this on day 1 !!!!!!
I called ebay and spoke to a nice rep that reviewed the file and assured me that a decision would be made the next day and it looked like it would be in my favor. The case would be closed.
I didn't hear back on a decision. I emailed ebay and received a response that I would have to send the buyer a label and thanks for being such a great ebayer. REALLY? Back to day 1? REALLY? What kind of service is that? I felt discouraged and totally disrespected.
I eventually received an email from eBay saying I lost the case and my account was being charged $270. I called and explained the situation to a rep. How can a refund be processed when the buyer was ignoring me? I didn't get my $250 card returned? How can you give a refund without returning my item? What about all the advice ebay gave me that I was doing the right thing?? Never was I told that I made any mistakes, over and over I was told I'm doing the right thing!!
It was referred to an appeal and within a day I received and email that stated...... "
we determined the original decision was correct.
You won't receive a refund for this case
I then chat boxed ebay customer service again. Explained myself again. I want my item back and feel ebay should call me to explain the decision and what I did wrong. I only followed what I was told by ebay and now you are going against everything that I was told.
He indicated I would hear back from appeals within 24-48 hours. That was last Thursday and they have not responded.
Does anyone know how to actually contact an Ebay customer service manager. I have all the documenting emails, chat logs and phone calls. I just want someone to look at this that has some authority. I cannot afford to be out over $500 and could use some help.
Thanks!
Hi @station41 - I replied to your thread on this earlier today, but linking it here for anyone else who reads this (link here).
@recped wrote:
Tyler, can you give any update on the "free" listing changes that were announced for the US on July 15th (effective Aug 1).
Will these changes be coming to Canada and if so will they be the same? When can we expect an official announcement?
Hi @recped - I don't have any update or information on the plan to bring this to eBay Canada. That doesn't mean it won't happen, just that nothing has been finalized.
Thanks!
@hlmacdon wrote:
I thought I would copy my post from here detailing a similar problem with handling times not being accounted for in some situations in case it gets lost in the mix.
There appears to be a possibly related bug for orders that default to promotional shipping as the shipping service when conditional based promotional shipping rules are used (ie minimum purchase price amount for free shipping).
In my case received a late shipping defect order placed July 10th, 4 business day handling time on all items, scanned July 14th, arrived July 18th. Minimum estimated delivery date was tagged by the system as July 15th, maximum July 17th which would be impossible based on the handling time of the listings included in the order. Based on the maximum date generated the system seems to be ignoring the handling time of the items. The original shipping service for the items (before promotional) was USPS first class.
Based on a sampling of recent orders the downloadable ebay order report does not appear to have the ship by dates populated for any transactions with promotional shipping offers while all non-promotional offer transactions have the correct ship by dates based on the listing handling times. Once the promotional rule is activated the system seems to lose the handling times.
Hi @hlmacdon - thanks for keeping this front and center and for doing that amount of sleuthing. I'll get it reported and hoping we can get things resolved!
@mandicrafts wrote:
Under Managed Payments, if a Canadian lists on .com, are any sales to buyers outside of the USA, subject to the US .com policy of ebay charging 1.65% flat fee rather than the .ca policy fee of 1% for overseas? Including to Canadian buyers (if listed on .com). And are sales to US buyers therefore not charged an upcharge fee (of .4% on .ca).
Hi @mandicrafts!
I am not able to discuss this type of question. If you have been notified to register for managed payments you should definitely request a callback from them so they can review your options.
Thanks!
@mandicrafts wrote:
I am currently in a very strange situation.
I sold 41 items to one US buyer, over a period of a few days, and they paid willy-nilly without allowing me to combine shipping, so resulted in 20 or so transactions.
I now have returns opened for 13 of those items. She totally misunderstood what she was buying even after I asked. Finally she told me, AFTER putting in those return requests which were auto-approved because they were listed on .com and were "changed mind" "just didn't like" so she has to pay the return charges. She is very apologetic, and says she will say it is her error (so I don't get blamed for too many returns). I don't know how that would work?
Then I had 2 other US buyers open return requests, again auto approved because of "ordered by mistake" and "just doesn't fit with my decor". Those 2 have already been mailed back (not rec'd yet).
I don't know when the first buyer will send back those 13 items. She wants to send via UPS which will result in brokerage charges and taxes, rather than my requested method of normal mail with the customs sticker reading "returning owners goods" which means no brokerage or taxes.
I don't really know what to do here.
Hi @mandicrafts - you wouldn't get blamed for too many returns. The metrics we use look at returns opened for 'not as described' reasons - all of the ones you mention here should not be included because they are buyer's remorse reasons.
As to the buyer wanting to use UPS - since she's paying for return shipping she can use the service she prefers. However, it seems like it may be worth seeing if you can talk her into using USPS. It seems like it would save both you and her a lot of money.
@momcqueen wrote:
Good morning, Tyler. I hope you are well.
I'd appreciate some clarification on the following matter. A buyer bought something and then decided after three days that, with currency conversion and the ebay-collected tax on items sold to Australia, it cost him too much and he wanted his money back and asked for a cancellation. It took me a few days to relocate the item and unpack it and issue the Cancellation.
I was immediately shown an error message that does not reflect on this screenshot but the button I clicked immediately prior was the standard button to issue a Cancellation and refund the purchase.
Now I'm being told to issue a second refund. I'm hoping you can look into it and clarify this.
Has this order been refunded? Is the original refund processing? What was the nature of the error? How do I avoid this error in future? What risk is there that the buyer will be refunded a second sum of money if I follow the instruction on this page and refund then again by July 28?
All I did was follow the screen prompts so I'm unclear as to the reason this 'error' occurred but the buyer is likely to become annoyed if he has to wait weeks to see his money back. I don't want to pay the price for his irritation when the problem from start to finish is not one that I created.
Please shed whatever light you may.
Thanks,
Maureen
Hi @momcqueen!
This seems like our system wasn't able to automate the refund, so it's defaulting back to the 'ask buyer to confirm receipt of refund' model. Most commonly this happens because the buyer paid via a method like an e-Check that has yet to clear. A buyer should have gotten an email asking them to confirm they were issued a refund.
Without seeing the exact error you received I can't tell you for certain what happened, why it occurred or what you can do to prevent it. However, there is no possibility of a double-refund unless you issued a refund outside of the transaction itself (for instance, a 'send money' on PayPal instead of going through and clicking 'refund' on the transaction itself).
Thanks!
@lotzofuniquegoodies wrote:
Hello Tyler,
Not sure if this is in your wheelhouse but here goes. In managed payments if a customer purchases multiple different items(Say 10). Then pays as 1 transaction. Items are shipped and the customer decides they want to return 1 or 2 of the items for whatever reason, are the funds frozen for the whole order or just the items in question until the items are returned? This would be most applicable for certain types of sellers.
Thanks,
-Lotz
Hi @lotzofuniquegoodies - I'm not able to address managed payment questions of this nature. If you've been notified to register for the program you can request a callback from a payments teammate by visiting the Help Pages for managed payments and choosing the the 'Have us call you' link.
