topic MBG stuff around by eBay in Selling

MBG stuff around by eBay

5kazam — Fri, 08 May 2015 10:21:06 GMT

Long story very short. Purchased an item in FEBRUARY, returned 2 weeks later (not as advertised, with lots of correspondence and photos in-between). Item was ‘free post’, but seller agreed to refund postage as well as original cost. Returned registered, tracking etc. as requested, and seller advised of cost. After received back, seller wanted photos of stamps, registered sticker, which obviously I could not do, as they had the parcel. That hadn’t been part of the seller's conditions of return.

Requested eBay to intervene, and it was agreed that seller had accepted to pay for return postage (all in messages).

So from March, I’ve been attempting to get eBay to honour their policy – if the seller doesn’t pay return postage, then eBay will reimburse, and get the money from the seller. Agreed by eBay that is the policy. ‘It will be in your PayPal account in 7-10 business days’. Many 10 days calls later, I spoke to a supervisor tonight. I think you are all going to love this – ‘The money has to come from a different eBay account and we have to wait for funds to be available. We are processing so many returns, and yours was one that had to wait’. (Not verbatim quote, but near enough).

When I did a little hop up and down about the money eBay receives in sellers fees, wait for this – I was told ‘that money is used to upgrade and maintain the eBay site’. I suggested (politely of course) that with the amount of glitches and ‘improvements’ (?) on the site, the money wasn’t being well spent.

If I get my postage refund in 7-10 days, that will be near enough to 2 months waiting. Pretty pathetic.

Oh! and it’s only $25.70, but it’s now definitely the principle of the matter : seller agreed to pay - reneged. eBay agreed I was owed and they would pay - but procrastinating.

Re: MBG stuff around by eBay

padi*0409 — Fri, 08 May 2015 12:04:35 GMT

I'm going through the exact same thing with a seller promising return postage and then after receiving the item back (with tracking) ignored all emails about the postage refund - I did get the original money back at least. - but it still leaves me $20 out of pocket through no fault of my own.

I got eBay to call me and after a long call with them and pointing out the email sent to me by eBay that clearly said in 2 places that the seller agreed to refund the return postage, they gave me virtually the same reply as they gave you.

I wonder now how many others are going through the same stupid rigmarole?????

Re: MBG stuff around by eBay

5kazam — Tue, 19 May 2015 10:40:02 GMT

After another 'nagging' phone call at the weekend, I was advised that approval for the refund was given on the 8th May. Just received an email from eBay that the refund was in my PP account. Checked (obviously) and yes it was there.

It's only taken 2 months. Unbelievable!!!

So Padi, keep nagging. They will get around to it.

And anyone else having the same hassles - keep ringing till it's sorted.

Re: MBG stuff around by eBay

transport-posters — Wed, 20 May 2015 01:46:20 GMT

On the flipside, one of my buyers requested a full refund due to something outside of my control and got it. It then took two months (with repeated chasing up) to get eBay to put the money back in my account where it belonged.

Re: MBG stuff around by eBay

padi*0409 — Wed, 20 May 2015 02:05:04 GMT

I was back on the phone to CS yesterday kazam after the money still hadn't shown up in my Paypal account after 2 weeks, I was told it had been manually processed a week ago and had been "lost in the system" but it would be deposited today.......................

I suspect that the MBG process has completely overwhelmed eBay and they are struggling with the amount of claims, over 2 months to finalise a claim is just rediculous IMHO.

Re: MBG stuff around by eBay

padi*0409 — Thu, 21 May 2015 08:16:26 GMT

An update kazam.........

Despite being told twice by eBay that the refund for return postage had been manually processed, an email from eBay today stated that it hadn't and that they couldn't find the email where the seller had agreed to the refund - **bleep** the MBG states that in the case of SNAD the buyer is responsible for that refund......................

So...........back on the phone to CS again (their call back), an hour later and this time it was stated that I would get a call from today's rep (who's "taking ownership" of this tussle) by next tuesday.

Now the MBG states very clearly that the seller is responsible for that refund, yet it appears that unless the seller has agreed to it (in spite of eBay telling me 3 times they had), and eBay haven't managed to lose the email stating that, then buyer is left in limbo and out of pocket.

I will state now that I believed from the start that the whole MBG process is detrimental to sellers when some buyers are able to manipulate it and get unwarranted refunds, it should never have been implemented in the first place when the Paypal dispute process was working without too many problems.

I'm waiting for an email that asks me for CS feedback.................what's the betting I don't get one ????

Re: MBG stuff around by eBay

5kazam — Thu, 21 May 2015 09:23:48 GMT

@padi*0409 wrote:
An update kazam.........

Despite being told twice by eBay that the refund for return postage had been manually processed, an email from eBay today stated that it hadn't and that they couldn't find the email where the seller had agreed to the refund - **bleep** the MBG states that in the case of SNAD the buyer is responsible for that refund......................
I think you actually meant to type 'seller', and agree that is what the MBG states - seller is responsible for return postage. Confirmed to me by eBay with my saga.

You would also still have those emails in your messages, so tell them to go have a look at emails of xx dates where the seller has stated he will pay for return postage.

So...........back on the phone to CS again (their call back), an hour later and this time it was stated that I would get a call from today's rep (who's "taking ownership" of this tussle) by next tuesday.

Now the MBG states very clearly that the seller is responsible for that refund, yet it appears that unless the seller has agreed to it (in spite of eBay telling me 3 times they had), and eBay haven't managed to lose the email stating that, then buyer is left in limbo and out of pocket.
I just kept referring them back to the emails from the seller in my messages, who clearly stated he would pay return postage. Don't back down. eBay will squirm out of having to pay you if they can. Okay, eBay says they will invoice the seller - but depending on how the seller has set up payments to eBay could determine if eBay gets the money from the seller.

I will state now that I believed from the start that the whole MBG process is detrimental to sellers when some buyers are able to manipulate it and get unwarranted refunds, it should never have been implemented in the first place when the Paypal dispute process was working without too many problems.
I totally agree with you that the MBG is detrimental to sellers, and that there are buyers who do manipulate the system. IMO one of the most ill-thought out policies eBay introduced. I believe that what I was told about 'processing so many refunds' is proof of that. Unfortunately for the you's and me's of this world, we get caught up in the system. But as it is a system that eBay in its proverbial wisdom introduced, then you and me should not be pushed to one side to get what eBay has said we are entitled to, when so many others are rorting the system - getting items for free, plus their postage, and honest sellers are losing big time.

I certainly didn't go through this process with my object being to make money from a seller. Not my style at all. It was only after the seller said he would refund my postage upon receipt of the item, and then changed the game plan when he had the package back, that I asked eBay to intervene. I don't readily take to someone reneging on a promise. As said in a post above - it became the principle of the matter.

I'm waiting for an email that asks me for CS feedback.................what's the betting I don't get one ???? I've got my refund, and I still haven't received one.

Keep going on this one Padi. Dig your heels in and ensure eBay adhere to their policy.

I'm looking forward to you posting a postive result in a very short time.

Re: MBG stuff around by eBay

padi*0409 — Thu, 28 May 2015 08:32:02 GMT

Latest update kazam, spoke to a CS rep on the 21st she said she would "take ownership of the problem" and call me back by tuesday this week........................no call nothing..............so today I get them to call me back yet again and after a long call (and wait) the CS rep promised to call me back within an hour with a solution. That was 2 1/2 hours ago.

I'm guessing my next option is to advise them by email (so that I have a copy) that I intend to take the problem to Fair Trading/ Consumer Protection due to their broken promises,outright lies and inaction on the dispute.

OH joy....................not.

Re: MBG stuff around by eBay

padi*0409 — Fri, 29 May 2015 10:01:39 GMT

Ok kazam, yet another "delay" today, CS finally got back to me 23 hrs after the promised callback - which was supposed to be done within 1 hour.

They have now decided that it will take another 7 - 10 days to sort it out .................grrrrr.

Here's the timeline of this fiasco :-

27-3-2015. eBay asked to step in on the MBG dispute.

29-4-2015. issue resolved in my favour and I'm instructed to return the item and told by eBay the seller has agreed to refund return postage.

5-5-2015. I get the original amount refunded but no return postage refund so email seller to ask for that refund - no reply to 2 emails.

6-5-2015. Contact eBay and they promise to manually refund within 7-10 days.

19-5-2015. receive email from eBay stating that since the seller didn't agree with me about the refund they can't process it.

19-5-2015. call eBay and they say again they'll manually refund me within 24 hrs.

21-5-2015. call eBay and I'm told they still can't refund but will escalate the problem (with this CS rep promising to "take ownership" of the case and will call me back by 26-5-2015.

28-5-2015. no response from CS rep so call again and that takes us to todays load of guano.

I've now told them I will be contacting Consumer Affairs/Fair Trading if the matter isn't resolved in the next week, I'll be sending an email to back that up after the weekend.

As you can see it's now 2 months since this saga began, and still no end in sight......................Oh Joy.

Enough to drive a man to drink methinks.

Any ideas, apart from adding more bourbon to the glass?????????

Shame I can't do screenshots of the emails, but I'll get slapped and the post will be removed by the mods if I do......................

Re: MBG stuff around by eBay

davewil1964 — Fri, 29 May 2015 10:27:28 GMT

Drink Scotch?

Re: MBG stuff around by eBay

5kazam — Fri, 29 May 2015 11:31:19 GMT

Padi, I can only emphasize with your position.

The one thing I kept stressing to eBay was that it was their policy that the seller refunds the postage, and if the seller didn't, then eBay will, and invoice the seller.

The carp about 'seller didn't agree' is not part of eBay's policy. Tell the rep to read eBay's own policy.

Also tell them to re-read 29.4.15 - . issue resolved in my favour and I'm instructed to return the item and told by eBay the seller has agreed to refund return postage.

They are trying to do to you what they tried with me - pull the wool over the eyes.

Keep going Padi, don't let eBay get away with reneging on their policy.

Re: MBG stuff around by eBay

padi*0409 — Tue, 23 Jun 2015 04:16:31 GMT

Finally kazam, eBay has refunded my return postage after many many callbacks from CS - only took them 7 weeks and heaps of grief.

Apparently there's a major stuff-up in the MBG system where if the seller doesn't categorically accept the return postage the whole lot goes into limbo - the CS supervisor told me there were a lot of buyers and sellers caught up in the fiasco.

Just goes to show the system was never thought out properly in the first place and IMHO should never have been implemented in the first place.......................GRRRRR.................

27th march when the case was found in my favour until now to get a final outcome, not good enough eBay.......................

Re: MBG stuff around by eBay

5kazam — Tue, 23 Jun 2015 06:38:51 GMT

Yeah!! You FINALLY got your refund. An extra four weeks since your last post!!! But I'm so happy you dug your heels in till this was resolved. I guess, like me, it became the principle of the matter more than the $'s.

I agree about the major stuff up - maybe eBay should reword their policy that says if the seller doesn't refund the postage, eBay will and invoice the seller. And it they don't change the wording, then eBay needs to honour its policy without all the hassle. There shouldn't be any need for anyone to go through what you and I have to do, to get what eBay acknowledge we were entitled to.

Bad policy, badly managed.

It's certainly made me wary of buying anything on eBay, and if I do, I make sure it's able to be picked up.

Re: MBG stuff around by eBay

5kazam — Tue, 23 Jun 2015 06:54:14 GMT

Forgot to say, I'm not going to tick this one off as 'SOLVED'.

Yes, you and I got a resolution, but until something is done about the MBG policy, there is no 'SOLVED'.

Re: MBG stuff around by eBay

designers*n*more — Tue, 23 Jun 2015 15:22:03 GMT

Just on eBay credits, I cancelled a postage label, stupidly put in the wrong weight, cancelled it immediately and then straight away processed the correct label. That was 20th May. eBay states the credit will be posted within 25 days - well it's now been 36 days, still no credit, and no response to my last 2 emails on this! Me thinks eBay hopes people forget about cancelled postage labels, and the money stays in their pockets, which I'm sure does happen, I nearly forgot about because it had been so long!

Re: MBG stuff around by eBay

davewil1964 — Wed, 24 Jun 2015 10:59:35 GMT

I got my credit when I threatened them with being charged for theft. It seemed to focus their 'minds'.