Just got kicked in the teeth

[lezned-toycollector]

There's no greater feeling than paying it forward. I love seeing the reaction at the supermarket from that elderly couple struggling with their cart, or the mum struggling with her kids throwing a tantrum, when the checkout operator tells them it's already paid for.

I love seeing the look on an old digger's face when the barman at the RSL tells them "it's covered".... or the look of confusion from driver in the car behind me at the drive-thru when they're ushered on to the pickup window without paying.

Let's face it... who doesn't like getting something FREE (essentially).

Since I've been selling online, I gift the occasional DVD or game to a buyer. After they purchase, I print a packing slip and strike through the price. I write $0.00 underneath the total and highlight it. I also write "This one's on me" at the bottom of the slip and highlight that as well. I package the item and packing slip, photograph it, send a dispatch email (with pic attached) and mark as sent.

About an hour or so later, I process a full refund using the reason "Other" - as no other reason applies. There is a message attached to this refund which states, "Random act of kindness - you get this DVD free. Enjoy 😊".

So here's the issue...

While responding to a thread today, I thought I'd have a quick look at my stats. I know I'm at 100% for tracking and I have no defects at all on my account. But for some reason there are 9 defects showing @ 2.18% and it places me in the "below standard" category.

I'm gobsmacked, so I look a little further. All 9 defects are for cancelling transactions for being out of stock. I have NEVER cancelled a transaction for this reason. I never list anything I don't have. So I know this is clearly an error.

Next, I contact an agent via chat. They tell me they can only look at 3 defects and I'll have to wear the rest.

Unacceptable. I explained that I've never used the "out of stock" reason and it must be an error. They tell me that eBay themselves used the reason "out of stock" because a refund was processed.

There's more to and fro while I'm bashing my head up against a brick wall, and I'm told the reason they did it is because I provided a bad buying experience. I near fell off my chair. I asked how receiving something FREE could be considered a bad experience. Turns out, this agent believes that once a refund is processed it means the buyer doesn't receive any items. They kept on saying that I didn't complete the transaction, so a defect is warranted. Ummmm... the buyer received and was happy with their item - isn't that the very definition of me completing the transaction?

I tried explaining the "pay it forward" concept, and they had no clue at all. Then they tell me that defects can't be removed for any item shipped without tracking. Everyone knows regular untracked letters don't have tracking, and tracking is completely irrelevant in this situation. The agent was just looking for any reason they could think of to justify not removing the defects.

Then I was told that because I refunded, there's no proof that I shipped the item within my advertised handling time. Apparently marking the item as sent means nothing now.

I asked for the relevant policy which states I can not gift an item to a buyer - it couldn't be provided. I asked for the relevant policy which states that not charging a buyer will result in a defect for the seller - it couldn't be provided.

Every request to be transferred to someone else was flatly denied, and I was told I'm already chatting with the only person who is qualified to deal with my enquiry.

I was told rather rudely to appeal each defect via the seller help page and the chat was abruptly ended.

I've been in touch with the buyers involved, and all who have replied so far have confirmed prompt postage and delivery. They're also over the moon about getting their purchase for FREE.

Unfortunately for me, the request for the agent to peruse the messages was declined. The offer of me providing the item images was refused.

Following the above, I later received 9 separate emails (one for each item) stating that the defects will not be removed and the decision is final and can not be appealed. I was also given instructions in bold to make sure I have enough stock before listing in future. That's just flipping me the bird. Clearly, they haven't looked at anything relating to this issue. I never list any item I don't have in front of me. That's the whole issue. I've been accused of something I simply haven't done.

Perhaps it's time to stop being nice to others. I'm so worked up and angry right now that it's probably not good for my health, and I really don't want to experience this type of "kick in the teeth" again.

[countessalmirena]

I’m taken aback.

Of course the system is automated and I can understand that the bot might process the “paying it forward” refunds as being out of kilter. But once you were talking to a human, and furthermore had buyer messages that confirmed what you were doing, one might think the defects could be manually removed – perhaps with a warning not to do this refunding again because the system picks it up and flags it as a cancellation.

That eBay staff won’t help in this situation is upsetting.

Well, you can’t afford this particular way of being nice. 

ebay’s probably not the ideal venue for this - at least, not in this way.

[shoppingbag*]

You are obviously a very nice and generous person, and I am so sorry this has happened to you.  All of my listings are "signature on delivery"  to prevent so called "safe-dropping"  However, I refund anyone the $2.95 if I see they have a parcel locker or Post Box.  I am now having second thoughts on doing this in future, as I may end up with your problem.

[shoppingbag*]

Maybe instead of refunding through eBay pop the refund amount in cash into the parcel.  That is what I am going to do in future.

[lezned-toycollector]

I was going to do that right from the start, but realised immediately that it just wouldn't work.

There's nothing stopping a buyer from opening a request and getting a full refund, so they'd be essentially getting 2 refunds for the same item

[mytreechange]

That's terrible!  Especially after you actually spoke to a real person and they still wouldn't help you.

I think the problem is that you gave a full refund, so the eBay bots assumed you were cancelling the sale or not sending the item.

Maybe if you give a partial refund, just a bit less than the total amount, you wouldn't get a defect, and the customer would still be delighted - maybe just try it for one buyer to see what happens (once your seller standard improves, of course).

@shoppingbag*, if you use the reason of a postage discount for the partial refund, you shouldn't have a problem.  We regularly refund excess postage to our buyers and have never received a defect doing that.

[domino-710]

Quite honestly I don't think eBay - being essentially a place of business - is the place to show genuine kindness - of this nature.

Perhaps save all those refunds - purchase food and other essentials - take them to your local pet shelter - or purchase small gifts for the aged in care.

[siddieswans]

"Quite honestly I don't think eBay - being essentially a place of business - is the place to show genuine kindness - of this nature."

I would agree - though seriously there seem to be many more buyers trying all sorts of rorts to get things to go their way. Maybe that's just human nature (sadly). (Though to be fair just yesterday I had interaction with a buyer who completely understood about the "No Postage to Canada" problem, which I had been stressing about.)

A looong time ago, I used to refund excess postage in cash in the parcel, mainly because I thought the average buyer would not even notice a refund into their account. Until the problem outlined above occurred - case opened where I had to refund in full AND they got the cash.

"@shoppingbag*, if you use the reason of a postage discount for the partial refund, you shouldn't have a problem. We regularly refund excess postage to our buyers and have never received a defect doing that." Yep I do that all the time - never had a problem.

Others have already made good suggestions; give X% discount and call it postage refund; save the refunds and donate to a charity in some other way.

I fully understand WHY you would feel so disenchanted when clearly no HUMAN was available to listen to you and appreciate what you were saying. However eBay is designed by to be run by bots so if possible it is better just to colour inside the lines. Your excellent Feedback speaks for itself - just try to derive maximum satisfaction from that. Take care.

[love_of_cars]

I agree with domino-710.

As lovely as your way of thinking and action is, I don't think they (eBay) had this kind of usage by a seller in mind when they designed it, so it doesn't fit in with what you've been doing and has resulted in this problem.

Not much you, or they, can do unfortunately, since this scenario would certainly not be covered by the customer service problem-solving scripts, and there's a fair degree of historical records involved.

Edit: Just noticed your feedback.  Anyone at eBay CS would clearly be able to see how far and above expectation you go with your customers!

[brickworksmarket]

I had this early in the year at coles when I left my wallet in the car. By the time I returned the attendant said it was paid for. I was not 100% sure who it was but did notice one person who thought it may have been.