UNDESERVED DEFECTS PUTTING ACCOUNT BELOW STANDARD

[thesalvageguys]

Hello, ive had this happen two months in a row here where i have accepted a return, item has taken so long to get back to me that the return gets placed on hold giving it more time to get delivered back to me and then the ebay system doesnt allow me to close it out and refund the buyer so i must call in and get it manually refunded which seems to always end in a defect on my account and takes me below standard costing me about $3000 per month in extra fees, everytime i call into ebay they appologize up a storm and tell me they will credit my account since its not my fault but it never happens. Im baffled how it seems all the agents are just trained to lie and tell the customer what they want to hear at that moment to get them off the phone. But  6k isnt really chump change especially when ive done nothing wrong besides sell on ebay. Does anybody have any insite what im doing wrong here or what i need to do to fix this?

[dobo5250]

sorry to hear about you aganst -- but welcome to the club --- we all have has this happen - me it seems to happen  every other month or so --  not to your extent -- only about 200 300 dollars per month  but i only have about 1750 items listed -- and wherever profit i had that month that this happens is gone as my expenses go form 24 % per item to about 40 % when the ding you that extra fee because  in their eyes you have done something wrong and lost your premium status ---but they don't care- we all know that -you have to just dig down deeper and cut costs and i have at times reduced myself to doing things that well lets say  not very canadian busniess like --- but it is what it is -- and now with this strike of the postal workers --- its going to cost even more to stay in the water let alone treading  above it --my god i hope those lottery tickets come through this month   ha ha ah ---- good luck - ps never phone them for help --do as many have suggested here facebook them -- or tick talk or what ever social media you use those employees according to those more knowledable here say the employees are better-- unfortunatly i don't do social media at all - got burned years ago in a fraud situation that cost me just about everything and is the main reason i tried this ebay thing to begin with for extra income outside of my very limited  gov't pension  to get by on --- should have just bought more lottery tickets then--- ha ha ha ha -- again chin up and good luck just bend to this lastest wind at ebay and the post office -- 

[pjcdn2005]

When you try to refund them through the on hold claim what sort of message do you get?  

When you phone they must be treating  it as you asking them to step. They do tend to do that in certain situations which could be a lack of communication on their part.  I have no idea what their options are in a situation like that but if you are unable to refund through the return you should be not be getting a defect in thar situation,  When you get an extension, are you given a new refund by date?   If so you must contact cs before that date, not on or after it.

If this can't get straightened out, you might want to start refunding by the original refund even  though you haven't received your item back yet.  I realize that you won't have a chance to deduct then if the item is damaged but that might be better than having extra fees.   Are your US returns getting sent back to someone in the US and forwarded to you?  I know that other sellers who use similar methods have had to refund before they get the return back. 

eBay customer service on social media such as Facebook, Instagram and X may be able to help you get the previous mess sorted out,

[ilikehockeyjerseys]

eBay has a customer service account on Twitter or Facebook called AskeBay. This account has actual eBay employees. You will have a better and more consistent experience using it. 

It is annoying to have to maintain a Twitter account just to use it, but it's the best option. You don't have to have your name or anything on thte account. If you message them with all the info, they can likely remove the defect. It's annoying, but eBay's system does sometimes result in defects being wrongly applied. I have never had an issue having them removed.

The other option is to use this link: https://www.ebay.com/sellerhelp/feedback

(You have to sign in on .com.)

I would advise you to try to get it removed through the AskeBay account and only use the defect removal tool in the link as a last resort or if that is what AskeBay instructs you to do. I could be wrong, but I think if they deny your removal request using the link, it's more difficult to appeal it.