20-08-2015 02:22 PM - edited 20-08-2015 02:24 PM
This is now way beyond a joke!!!
The new Returns/Cancellations system processes have caused me nothing but headaches since being implemented last year. What used to be simple and straightforward procedures for communicating with buyers and then actioning agreed refunds, partial refunds and transaction cancellations; has now become an arbitrary and inflexible automated flow that seems to discourage meaningful communication between buyers and sellers to reach mutually agreeable resolutions to disputes.
Ebay’s new solution has proven to be poorly conceived, clumsy, flawed and completely biased towards buyers. The process flows lack transparency and are unclear to users with woefully inadequate explanatory material/guidelines. The system functionality remains incomplete and does not adequately cater for the full range of scenarios that arise between buyers and sellers (such as partial refunds where returned items turn out not to be faulty, or returns for replacement/exchange)
The above factors are bad enough, but could almost be adapted to and compensated for by sellers if not further compounded by eBay’s complete incompetence in the actual administration of Cases ultimately requiring arbitration/decision.
The nett result places the vast majority of reputable sellers in a completely vulnerable and powerless position where they are unable to meaningfully manage Returns in a manner that is consistent with both their obligations AND THEIR RIGHTS under Consumer Law.
I have now experienced first-hand the disastrous effects of all these factors combining together. I recently had a buyer initiate the Return process due to a claimed fault with a $600+ item he had purchased. Here is how the resulting fiasco has unfolded:
Obviously, I am completely outraged at this course of events which seems to me to be not only completely negligent and incompetent, but also little short of complicity in theft on the part of eBay. I consider the extent of the negligence eBay has demonstrated in handling this case to effectively be a breach of their user agreement and of any reasonable standards of fair trading that apply in this country, and am resolved not to accept liability for eBay’s decision to refund should the appeal not reach a sensible outcome.
All sellers out there should take heed that this could well happen to you also, and you are thus now bearing an entirely new level of risk when trading on eBay.
20-08-2015 02:32 PM - edited 20-08-2015 02:34 PM
See this thread, might give you some ideas re your situation
"eBay in breach of the Sale of Goods Act"
and this one
"New policies breach eBays own user agreement.............and probaly Australian Law"
on 20-08-2015 05:48 PM
I find it ludicrous that eBay will refund a buyer without the need to return an item, faulty or not, can't even see how that is legal.
Try going to a department store and getting a refund for a faulty item but tell the store you will not be returning the item.
The MBG is faulty in itself.
on 20-08-2015 08:42 PM
on 20-08-2015 10:35 PM
And that is what eBay is banking on. They don't want small sellers. They seem to subscribe to the Mall idea - only have big box shops. I have no idea how they think that differentiates them from every other mall, but I don't get paid 6 or more figures to work out how to blend into the crowd.
Maybe kuro knows the secret.
on 20-08-2015 10:45 PM
on 21-08-2015 12:00 AM
Hi Harley
Have already raised what points I could to eBay in the Appeals comments, and have also again messaged eBay customer support pointing out that their decision completely contradicted their advice to me in this respect. Surprise, surprise, no response now from customer support after more than 48 hours.
Have not been able to find a channel for phone/chat contact which used to be quite readily available, but will seek to do so again tomorrow when I have some time free.
Please let me know of any other channels you may be aware of to get this complaint through to eBay.
Otherwise will be waiting for advice re appeal before considering further steps to fight this.
on 21-08-2015 12:47 AM
The best way to deal with any problem with ebay is by phone.
You can find a number through the Help and Contact link at the bottom of the page. Click on any topic that even vaguely resembles your problem and see if there is a phone number. The chances of finding a topic are pretty slim so just click on any topic until a phone number appears....it will also give you a 4 digit PIN to identify you to the representative.
Don't give up.....it is not always easy to find the phone number but unfortunately it is a posting offense for us to put the number up here for you.
on 21-08-2015 04:07 AM
on 21-08-2015 06:56 AM
Get onto paypal and tell them that as they have illeagally removed money from your account you are loding a complaint through the FOS.
This email address should help
auexecutiveescalations@paypal.com or phone them.
Good Luck.