CS nonsense

Eaby customer service can just be the pits.

Here's a record of a conversation where seller was advised to refuse the return, a trick which just does not work.

for thos who can be bothered reading,

Josette R.
Hi, thanks for waiting and welcome to eBay Live Help! My name is Josette. May I know your name please?
gustodaninja
Chris
Josette R.
Hi Chris. How may I help you?
gustodaninja
I was on ebay live chat around about this time yesterday
gustodaninja
I spoke with Jaime O
gustodaninja
who told me I would receive an e-mail from ebay within 6-12 hours
gustodaninja
its now been 24 hours with no contact from ebay what so ever. I am not too pleased
Josette R.
Im really sorry for the inconvenience Chris. May I ask what this email is for?
gustodaninja
see thats the thing, now I have to repeat to you everything that was discussed yesterday....
Josette R.
I'm really sorry Chris.
gustodaninja
I sold some shoes on ebay, buyer received them, left positive feedback, one month later after he has worn and damaged the shoes he files a claim with ebay. ebay decides i his favour, he gets a refund, im out of pocket $224.
gustodaninja
I dont understand how ebay can allow a refund 1 month after the buyer leaves positive feedback and has worn and damaged the shoes that were sold as brand new
gustodaninja
seems buyers can get away with anything on ebay
Josette R.
Im sorry to hear that Chris, bet let me see what I can do for you.
gustodaninja
thank you
Josette R.
By the way Chris, did the buyer send the item back?
gustodaninja
not yet, I prefer the item not to be sent back as the cost of shipping the item back would be worth more than the actual item has the buyer has destoyed them.
gustodaninja
sending them back will cost about $30-40 for something that will have to be thrown out
Josette R.
I see. Is the case still open?
Josette R.
Can you please provide me the case number or the item number?
gustodaninja
sure
gustodaninja
Item number: 270605991744
gustodaninja
Case # 5004279727
Josette R.
Okay Chris, and may I also ask if you have refunded the buyer already.
gustodaninja
of course not
gustodaninja
i would have to be out of my mind to refund the buyer after he wears the shoes a month later
Josette R.
I see. That's actually a good thing. Let me just check what we can do here. Please stay on the line while I check.
gustodaninja
thanks
Josette R.
Thanks for waiting Chris. I suggest you reply to the case since it is still open and indicate that you are not willing to give the buyer a refund since it has already been 30 days and the item was probably been used already.
gustodaninja
how do I do that? ebay has already decided in favor of the buyer
gustodaninja
and instructed the buyer to send the item back to get a full refund which I assume comes from my paypal account...
Josette R.
Are you on your my eBay page?
gustodaninja
leaving me $224 out of pocket and a used/damage pair of shoes
gustodaninja
i can be
gustodaninja
i am now
Josette R.
I see. Just give me a minute to read on the case.
gustodaninja
I seriously can not understand how in hell ebay decides in favour of the buyer? he even left positive feedback and then ebay allows a full refund 1 month later after the shoes have been used and damaged? thats beyond ridiculous
Josette R.
I understand where your coming from, if I were in your shoes, I'd feel the same way.
gustodaninja
thanks
Josette R.
Is it okay if I ask for some information please?
gustodaninja
if your going to help me u can ask what ever u want
Josette R.
Here is what I'm going to do, I'll escalate your concern and have one of our resolutions department agent give you a call back immediately so you can appeal the case.
gustodaninja
I am located in Japan
gustodaninja
is that going to be a problem?
Josette R.
I see, just give me a second to check.
gustodaninja
I would really like to talk to someone rather than all this online chatting, being told I would receive an e-mail which never comes
Josette R.
I'm sorry for the inconvenience Chris. I'm just checking if we can provide a call back for you in Japan.
gustodaninja
ok
Josette R.
I was able to check and we would still be able to provide you a call back even though you are outside of the US.
gustodaninja
great news
Josette R.
I just need to ask for your full name, User ID, the item number and your phone number.
gustodaninja
Chris Purvis
gustodaninja
Gustodaninja
gustodaninja
270605991744
gustodaninja
ph. number - 090-1797-3739
gustodaninja
u may need to add a dial out code
Josette R.
Thanks for all those information Chris. I'll send this immediately to our resolutions department so they could provide you a callback once they are available.
gustodaninja
its now 3.30am in japan
gustodaninja
there is a big time difference. I would need to know when I can expect the phone call
gustodaninja
and I cant afford to stay up till 3am everynight and wait 50 minutes to use ebay chat
Josette R.
Oh I see, Let me just check on that.
Josette R.
it would be within the day and I suggest you also check your mails for updates.
Josette R.
I also suggest you wait for this case to be closed to appeal.
gustodaninja
what do u mean by within the day? who's day? im assuming your day right?
Josette R.
Since the case is still open, our resolutions department would need to wait for this case to be closed. Once the case is closed, that would be the time you can make an appeal.
Josette R.
This is going to be Pacific Time.
gustodaninja
so the only way for the case to close is for the buyer to send back the shoes OR for me to refund the buyer?
Josette R.
That is correct.
gustodaninja
but I dont want to do either of those options
gustodaninja
which is what I have spent 1 hour telling Jaime O yesterday and another 30-40min explaing to you
Josette R.
It may also be closed by eBay if there is no action taken on your end or the buyers end.
gustodaninja
I have spent close to 10 hours trying to get this problem solved and I am making no progress what so ever
Josette R.
I'm sorry for the inconvenience Chris. eBay will decide to close the case if there are no actions taken.
gustodaninja
I have no option to take any action
gustodaninja
my only option is to refund the buyer which I am not willing to do
gustodaninja
please tell me what are my options?
Josette R.
You don't have to do anything, eBay will decide on this if you or the buyer does not do anything.
Josette R.
Regretably Chris, this is your only option right now.
gustodaninja
and if the buyer sends back the shoes what is my option?
Josette R.
You have the option not to accept the package or item and I doubt that the buyer is going to send the item back since it has already been 30 days.
gustodaninja
been 30 days? its been 2 days
gustodaninja
ebay decided in buyers favor 2 days ago
Josette R.
I mean 30 days since you shipped the item.
gustodaninja
so your suggesting that when the buyer sends back the item and the post man brings it to my door that I have the option to not sign for it?
Josette R.
That is correct Chris.
gustodaninja
so then the package will get sent back to the U.K and that will be another $30-40 wasted in this mess
Josette R.
It would be sent back to the buyer if you don't sign for the item.
gustodaninja
yes I am well aware of that. But this is really making no sense
Josette R.
I'm really sorry for the confussion here Chris, but this is our only option right now.
gustodaninja
2 days ago ebay decided in buyers favor advising the buyer to send the item back in order to get a refund, and now ebay (you) is advising me to not sign for the package so the item gets sent back to the buyer
gustodaninja
how do you think the buyer is going to feel after spending $40 on shipping the item back and then it just arrives back to the u.k?
Josette R.
I'm just giving you your options Chris, this is still your decision.
Josette R.
But like I said, if neither you nor the buyer, responds to the case, eBay will close the case automatically.
gustodaninja
but you work for ebay and your telling me and the buyer to do 2 totally different things
gustodaninja
I am 99.9999% sure that the buyer will be sending the shoes back so pls dont tell me again about if the buyer does nothing
Josette R.
I understand where you're coming from but if the buyer sends the item back, you would need to process a refund which you do not want to do because the item has been with the buyer for 30 days.
gustodaninja
I really appreciate your help and advice but what your telling me does not sound right
gustodaninja
so why cant ebay reconsider the case? why do the just automatically decide in favor of the buyer without taking any of the facts into consideration?
Josette R.
If this happens, all you can do then is file a report against the buyer since a seller will not be able to leave a negative feedback against the buyer.
Josette R.
We can't reconsider the case since it is still open. And I'm really sorry for the inconvenience Chris but our resolutions department decides on the outcome of the case.
gustodaninja
u say its still open but when ebay decides in favor of buyer and tells them to send the item back in my opnion the case is closed
gustodaninja
your telling him to send the item back and your telling me not to sign for the item. this is ridiculous
Josette R.
As we can see, the case is still open, only the final decision was already done. The next step would still be up to the seller and the buyer.
gustodaninja
lol
gustodaninja
your running me in circles here
gustodaninja
cant you listen to what ebay is saying here?
gustodaninja
your telling the buyer to send the item back and your telling the seller not to sign for the item
gustodaninja
so ebay is basically telling the buyer to waste $40 on shipping for nothing
Josette R.
That is what the buyer needs to do if he wants a refund.
gustodaninja
this makes no sense what so ever, these must be a more logical soultion
Josette R.
And what you need to do is appeal for the case once it is closed.
gustodaninja
so to appeal I have to accept the item correct?
Josette R.
We always encourage members to try and work things out first.
Josette R.
Yes you would need to accept the item, however you would need to issue a refund as well.
gustodaninja
what a joke
gustodaninja
so in order to appeal I need to give the buyer $224 first?
gustodaninja
I may aswell burn my money
gustodaninja
I seriously can not beleive what you are telling me here
gustodaninja
can you please arrange to have someone call me, I want this mess sorted out asap
Josette R.
That would be the process Chris since your buyer filed a case.
gustodaninja
with the time difference I can afford to stay up this late every night
gustodaninja
so your telling me that any buyer on ebay can buy and use any item for a month and then get a full refund?
Josette R.
I'm sorry Chris, I won't be able to answer that question. Not all members are the same.
gustodaninja
well I am not a power seller so if I continue to sell on ebay how can I avoid this problem happening again in the future? if you cant answer this question then how can you expect me to continue selling on ebay and risk being hundreds of dollars out of pocket??
Josette R.
Even power sellers encounter these types of problem, even top rated seller.
gustodaninja
please answer my question, how can I avoid this problem in the future?
gustodaninja
or are you telling me that I am at risk every time I sell on ebay?
Josette R.
You can check the buyer's performance to see if they are performing well or not on eBay.
gustodaninja
seems to be no risk what so ever to buy on ebay but lots of risks to sell on ebay
gustodaninja
I can not, I list my auctions with buy it now's
gustodaninja
most my auctions sell while I am alseep
gustodaninja
I can not choose who uses the buy it now option
Josette R.
You can also check the feedbacks left by their previous sellers.
gustodaninja
all buyers have postive feedback because sellers can not leave negative feedback
Josette R.
You do have the option to cancel the transaction.
gustodaninja
there is no way to determine the outcome of a sale by looking at the buyers record
gustodaninja
anyway, I am getting very tired, I dont need you to admit that sellers are the ones at risk on ebay as I have been selling on ebay for years and well aware of the risks I take.
Josette R.
That is why we do have the feedback system to let other customers how others would rate a member.
gustodaninja
and have been out of pocket on numerous occasions
gustodaninja
ebay changed the feedback system, when I started using ebay sellers could leave buyers negative feedback
gustodaninja
now that is not an option
gustodaninja
so for people that only use ebay to buy, all of them have 100% feedback
gustodaninja
and this is not helping me solve my problem at all. can you please have someone call me now
gustodaninja
its already passed 4am in the morning
gustodaninja
and I have made no progress, same as yesterday
gustodaninja
there is no way I am going to be $224 out of pocket so I suggest you help me get this problem solved asap
Josette R.
Unfortunately we are having a high volume of calls right now, so we won't be able to provide you a call back. But since I already have your contact details, someone form the resolutions department would give you a call as soon as they can.
gustodaninja
and what happens if I miss the call? there is a good chance I will be asleep when you call me
gustodaninja
or is this call going to be like the e-mail I was promised yesterday that never came?
Josette R.
If ever you missed the call, an email will be sent to you instead.
gustodaninja
cant you just give me a number to call?
Josette R.
Because most eBay members aren’t able to be on the phone and be online at the same time, we don’t have phone support for most eBay issues. We have several teams that offer phone support, but we primarily support the community via chat and email.
gustodaninja
so u cant give me a number is what your saying?
Josette R.
That is correct Chris.
gustodaninja
so basicallly I have to stay up all night?
gustodaninja
and go to work with no sleep
Josette R.
We can't provide the phone number because member's need to get the Pin from the contact us page.
Josette R.
You will be given a walk through how you can get in touch with the resolution department if in case you miss the call from them.
gustodaninja
fine
Josette R.
Thanks for using eBay Live Help! You have a wonderful day! To close this chat window, go ahead and click on the "Exit" button whenever you're