Warning Be very careful when selling on EBAY.

[rubyrose1111]

I recently sold an item on EBAY for $585 to a buyer in MEXICO. I posted the item with Australia Post tracking and insurance for $300. As soon as the ebay estimated time of delivery elapsed about 10 days letter the buyer put in a claim for item not recieved - shortly after that he recieved a refund from Ebay for the full amount.

This was even though the item was still being tracked on the Australian post and then the Mexican post web-sites. I contacted Australia Post who could not believe that the buyer had been refunded considering it was still in transit. I obtained a reference number from Australia post who told me to be patient as Mexico post was known to be very slow. I informed ebay of what was going on and received a very poor repsonse. They keep saying that this is their policy - items must be delivered within the time frame estimated. What more could be done the item was tracked and stuck in Mexico customs etc. (Unbelievable). In the meantime Ebay have billed me for the $585 ???

As things went on (YES) the item was delivered to the buyer and tracked as so. I again get in touch with ebay and I am told via messages that the item was considered 'lost in transit'????. How can this be so as I have proof from Australia Post that they and Mexico Post never considered the item as 'lost'. Both postal websites never stated that the item was lost. The other reason given that ebay had made a prior decison in the buyers favour that now cannot be overturned. Are you kidding. So the buyer gets the item and the refund?? 

We all live in Australia and have a basic understanding of both Civil and Criminal law. Civilly, how can I be held liable and penalised $585 dollars when I have fullfiled my contract obligations: ie: posted the goods with tracking and buyer recieves the goods ( it is a no-brainer). Ebay refunded the buyer not me under thier policy. The fact that the item was late in delivery was out of my control. Any Court would see in my favour.

My question is why do Ebay act in this manner???. They must know that as a minimum it is unethical and not legally sound and possibly assisting fraudulant behaviour. So it is thier POLICY but we have laws in this country on how people should trade and act in the business world. 

Just one other thing. Ebay suggested that I message the buyer and persue hime for the money. Yer right!!!

Totally astounded !!

[justkidzbiz]

Don't give up on this Ruby. Use the "call me" option via contact. Emailing is useless as you usually get ridiculous reposnses where they don't even bother to fully read your email.

the decision can be overturned. The problem with the MBG is that once a buyer opens a dispute that has been escalated by buyer or seller, the wording on EBay's communicator is actually misleading to a point. (I questioned this with a dispute I had once).  Whilst the eBay email will say the buyer has been refunded, 9/10 times this is not correct. The funds that a seller would have received get put on hold but eBays stupid communication tells you the buyer has been refunded. The funds are only actually refunded once the dispute is closed in the buyers favour

As Clarry said, when they ring you back, advise you will be reporting eBay as the item has been delivered which can be proved with tracking.

let us know how you go with this. Will be interesting to see if they overturn the decision.

[rubyrose1111]

Thanks. Nice response. 

Wil let you know.I have called them several times and spoke to a "claims specilaist" . It was unbelievable what i was told.

For instance - the reason the person was refunded was because the item was not delievered in the estimated time frame - the fact he got is does not matter ( That is thier policy items must be delivered within the postal time frame if not they get a refund even if they got the item). I was actually told this....

Also i was told that the ebay have this policy because thier research indicated that buyers like this policy and would by more on ebay if they kept it (really??)

The best part was the when I was advised that the buyer is totally correct and entitled to a refund regardless as the item was lost in transit.This was never the case as it was being tracked and stuck in customs. Australia Post never told me they thought that the item was lost. This was a outright lie and a tactic by ebay to try and "strengthen" thier case. 

Just stupid... beyond belief.. No wonder people scam on ebay. I thought the old saying was buyer beware . No it is seller beware. 

regards

[rubyrose1111]

Just one other thing. Ebay specialist also said what happens is that I need to contact the buyer and ask ask him to pay the money back - YER RIGHT!. They refunded him and expect me to get the money back from the buyer . !!!

[padi*0409]

I don't know if you are on Facebook Ruby, but some members have had cases like this overturned by going onto eBay's FB page and complaining there.

[rocket2retro]

Having read this & all the replies, all I can say is 'Seller Protection' is a complete crock. They may as well disband it. If iit doesn't apply to cases like this then it should nott be allowed to be advertised by eBay.

I'm also in the camp of not listing anything for more than I can afford to lose. I also gave up selling OS years ago as the buyers fall outside of Australian law (end eBay obviously don't give a rats).

[audistarelectronics]

Ebay, I know you dont bother reading these forums(computers don't read) but you should be a little more than worried regarding the growing list of sellers who are jumping ship. Or is it only the huge offshore scammers that you want to look after because that's where the commissions come from?

[collect247]

I'm still trying to get on board hahaha and with regards to eBay being worried that sellers are jumping ship yep when pigs fly 

[lyndal1838]

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@rubyrose1111 wrote:

Just one other thing. Ebay specialist also said what happens is that I need to contact the buyer and ask ask him to pay the money back - YER RIGHT!. They refunded him and expect me to get the money back from the buyer . !!!

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While this is a totally ludicrous direction on ebay's part, bite the bullet and do it anyway.  Ebay has a mindset whereby they can (and do) void any protections you might have both as a buyer and a seller if you do not do everything they tell you to do, exactly as they tell you.

I would not put it past them to try and say you ignored their directions if you don't take this silly step.  At least you will have the satisfaction of being able to thumb your nose at them and mutter "I told you it would not work" when the buyer thumbs their nose at you.

[imastawka]

Why is it that they haven't followed their own policies on this?

Provide tracking information

If a buyer opens a request about an item that they haven't received, you can resolve the request by providing proof of delivery. We ask you to provide tracking information that shows:

1. The delivery status of the item as delivered.

2. The date of delivery (which shows you sent the item within your stated handling time).

3. The buyer's address, displaying at least the town/city or postal code of the address shown on either the Order Details page or PayPal's Transaction Details page.

4. For items valued at $750 or more, proof of recipient's signature.

If the tracking information shows that the item is still in transit, we may ask the buyer to wait.

You can appeal within 30 days from when we make a decision by providing new documentation. For example, you may have proof of delivery documentation that you didn't have previously.

https://pages.ebay.com.au/help/sell/item-not-received.html

[rubyrose1111]

Nice answer. I actually rang another ebay specialist today. Still got the same response as before I will be concise " Buyer has the right to expect item is delivered in estimated time frame etc....I have contacted the ACCC and they of course need to abide by Australian Consumer Laws. They think they are a law of the own.. It is a no brainer and I am not the only one getting stung - there would be many more.