Monday, November 24, 2014

ASK THE EBAY QUEEN: Should I pay return shipping for angry eBay buyer?

By SUZIE EADS, Ask the eBay Queen | 4/3/2014

Dear eBay Queen: Hello. I recently sold a Logitech MX Air Mouse, and specified that returns are not accepted, and sales are final. I was very clear in the listing that this item did not include all the accessories. My listing also had photos of what was included. Apparently, my buyer did not read the full description.

He opened an eBay claim saying the item isn’t working. I tried suggesting solutions, such as refunding part of the amount, so he could buy one of the two of the missing accessories, instead of investing $15-$20 to ship it back to me. I thought he would rather use that money for the second missing accessory to make the mouse actually function. The mouse was fully tested before shipping, and it worked fine.

Even after my offer, this buyer still refuses suggestions and keeps acting childish. I offered a refund for the item only without the shipping rates, because I paid $16 to ship it to him out of my pocket. He still refuses this option. What should I do in this case?

I am 100 percent sure he doesn’t own the wireless USB receiver and charging cord and is just angry because he thought he could get a $300-plus mouse for $50 with all the accessories that came with it.

I mean, I can make an exception and refund the item price only, once I receive it back, but I don’t think I should be out the shipping.

Thanks in advance for any wise suggestions. — Kristin C

Dear Kristin: In a situation like this, I would ask the buyer to return the item. eBay will not require you to pay the buyer’s return shipping. I agree with you: the buyer did not read the description. If the buyer leaves negative feedback saying it did not include all the accessories etc, eBay will remove the feedback.

Dear eBay Queen: For the past year or more, I had been buying Walmart gift cards on eBay. Purchase prices varied from $10 up to $2,000 or more, although the average purchase was about $460 for a $500 gift card.

I had to file “item not received” claims on a high percentage of these, because the sellers turned out to be scammers who never shipped anything, and never responded to messages I sent.

A couple of weeks ago, I received an email from eBay’s Trust and Safety department telling me that my account was at risk of having eBay buyer protection removed because of a high volume of cases filed against sellers. I immediately called eBay and was eventually transferred to the Trust and Safety department. I spoke with a rep who reviewed my account, and was very apologetic that I had been put through this. She said she noted on my account that my cases were legitimate (decisions have always been 100 percent in my favor). She also said she sent an email to the resolution center and she said our call was being recorded. She reassured me that my account would never be restricted; I could continue buying gift cards and that if anything did happen, I could just call in and they’d get it straightened out.

About a week later, I received an email from eBay telling me I was no longer covered by buyer protection. I have called eBay twice since then, and reps from both the Trust and Safety department and resolution center keep telling me that even though one of their own told me I could keep buying and be covered, my purchases are no longer covered. 

I could live with that, but for the fact that I have almost $3,000 in gift card purchases outstanding, some of which I need to file on, and time is running out. The bottom line is I just want my purchases I made before they removed buyer protection to be covered. I’m done with buying on eBay after this. I’d never shop there without buyer protection. — Cheryl

Dear Cheryl: I am confused as to why you would purchase such high fraud items? I did a little digging, and eBay has it pretty much spelled out under their Exclusions of their Buyer Protection agreement (http://pages.ebay.com/help/policies/buyer-protection.html)

Under the “Exclusions” sub-section, “abusive” is what the reps cite as the reason for revoking protection:

The eBay Buyer Protection Policy does not cover services and some kinds of goods; false, abusive or illegitimate claims; or purchases where you have been or may be compensated by a third party.

I would contact eBay and ask them is there any way you can earn your Buyer Protection back.

Strange eBay item of the week: eBay item No. 231072920842. Vintage Chanel items are always in demand. Look at this: “80’s Chanel Boutique Suit in Black Size 6.” It sold for $800 at http://www.ebay.com/itm/80s-Chanel-Boutique-Suit-in-Black-size-6-/231072920842

Suzie Eads is a nationally known eBay marketer and eBay trained education specialist. She lives in Rantoul. Have a question for the eBay Queen? Email the eBay Queen

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