topic Re: Ebay are thiefs. in Selling

Ebay are thiefs.

shoaltech — Sun, 12 Feb 2023 04:26:03 GMT

I had a buyer return a very expensive item with some damage. I tried to deduct the damage but the process kept failing. So I contacted Ebay to help. The agent said he had successfully issued the refund with the deduction and there was nothing left to do on my end.
This morning I got a message saying the case had been closed in the buyers favour. Not only was the deduction not made, I didn't receive my FVF back, which was over $600.
I have contacted Ebay who have told me a whole bunch of BS about how the FVF isn't refundable if the buyer opens a case. I have tried explaining that it was me who contacted Ebay and not the buyer but have been given the run around.

Suggestions on what I can do? It's a lot of money to lose.

Re: Ebay are thiefs.

twyngwyn — Sun, 12 Feb 2023 04:29:40 GMT

so, you have the transcript of ebay staff telling you they made the deduction?

Re: Ebay are thiefs.

shoaltech — Sun, 12 Feb 2023 04:39:26 GMT

Yes, I have the full chat transcript where the agent confirms. See relevant part below:

09:02:53 UTC VineetKumar

Here is the resolution I have got for you, Michael.

09:03:43 UTC VineetKumar

First of all I would really like to appreciate your efforts in sorting this for your buyer.

09:03:46 UTC VineetKumar

I have gone ahead and closed the case for you after deducting $65 to cover the item damage.

09:04:02 UTC VineetKumar

The remaining amount will be credited to the buyer.

09:04:05 UTC VineetKumar

Rest assured you do not need to do anything else in this matter.

Re: Ebay are thiefs.

shoaltech — Sun, 12 Feb 2023 04:40:44 GMT

Also, just to clarify, at this point I don't even care about the deduction for the damage as it was only $65. What I do care about is the $623 in final value fees that Ebay are refusing to refund.

Re: Ebay are thiefs.

twyngwyn — Sun, 12 Feb 2023 04:47:11 GMT

you cannot have both, so be careful what you say to ebay on next 'live chat':

Fee credits | eBay

Re: Ebay are thiefs.

imastawka — Sun, 12 Feb 2023 05:36:38 GMT

Reading that link -

You are not eligible for fee credits in any of the following situations:

You refund the buyer outside of eBay (using PayPal to send money, for instance)
You issued a partial refund to the buyer
You or the buyer asked us to step in, and the case was closed with a refund to the buyer

Re: Ebay are thiefs.

shoaltech — Sun, 12 Feb 2023 05:37:24 GMT

I was not aware that a partial refund meant fees were not refunded. Obviously I would never choose to withhold $65 if it meant losing over $600 in fees. In any case, they refunded the buyer in full with no deduction so the fees should be returned.

Re: Ebay are thiefs.

imastawka — Sun, 12 Feb 2023 05:45:02 GMT

Read the last sentence of my post -- you asked ebay to step in

You or the buyer asked us to step in, and the case was closed with a refund to the buyer

Re: Ebay are thiefs.

shoaltech — Sun, 12 Feb 2023 06:20:53 GMT

Does anyone not see just how dodgy this policy is? It's designed purely to discourage sellers from making deductions, making it completely pointless to try and deduct for the damage etc. Buyers will of course cotton on to this and realise there are no consequences for returning such items.

Re: Ebay are thiefs.

twyngwyn — Sun, 12 Feb 2023 07:04:53 GMT

I would be tempted to still 'try again'.....

Re: Ebay are thiefs.

eol-products — Sun, 12 Feb 2023 07:20:12 GMT

As we can't see the OP's transcript we can only go by what they originally said was the reason for contacting ebay and that was due to not being able to do the refund themselves.

Re: Ebay are thiefs.

gutterpunkz05 — Sun, 12 Feb 2023 08:58:38 GMT

Hopefully, the OP won't also get hit with a dispute resolution fee.

No idea what the damage was or how the OP attributed responsibility to the buyer, if the damage was in transit, was it covered against damage, was packing suitable, did the buyer receive the item damaged,

why was it returned, etc etc.

Can they write the loss off, self insurance......

so many unknowns

Re: Ebay are thiefs.

imastawka — Sun, 12 Feb 2023 10:09:58 GMT

Found this in my travels -

To issue a partial refund:

Go to your Returns dashboard.
Select View return details beside the item.
Select Decide what to refund.
Select the percentage you want to deduct from the refund amount.
Add a message to the buyer explaining why the refund wasn't full.
Select Refund now.

If eBay steps in to help, we may ask the buyer to return the item to you. You will no longer be able to issue a refund to the buyer even if you qualify to give partial refunds under our seller protections.

How to handle a return request as a seller | eBay

Re: Ebay are thiefs.

bestbuyaus — Wed, 15 Feb 2023 04:22:27 GMT

I would talk to NSW Fair Trading as eBay come under their jurisdiction.

I would be seeking a goodwill refund of the fees on the basis that the eBay representative appeared to not appreciate the full consequences of a partial refund in relation to the FVF and was negligent in not advising you of the implications at the time you contacted them to process the partial refund.

I have contacted NSW Fair Trading with favourable results in the past. They have direct contact with an eBay representative in Australia.