eBay sellers & returns!

eBay sellers & returns!

Author
Discussion

Mudgey

Original Poster:

682 posts

173 months

Wednesday 1st October 2014
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Hello guys,

I wasn't aware of this and I am unsure how many others are either but I think its worth bringing to peoples attention just in case!

I found out yesterday from an eBay Rep that if you simply log into paypal, find the transaction in question and issue a refund eBay will put a defect against your account, you MUST get the buyer to open a return item case first to avoid getting a defect.

Is everybody aware of this?

1441

1,304 posts

232 months

Wednesday 1st October 2014
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And sadly if the buyer opens a return case for anything other than "my error" or something along those lines you also get a defect.

Defects are the easiest thing to collect on eBay at the moment.

IATM

3,779 posts

146 months

Wednesday 1st October 2014
quotequote all
Mudgey said:
Hello guys,

I wasn't aware of this and I am unsure how many others are either but I think its worth bringing to peoples attention just in case!

I found out yesterday from an eBay Rep that if you simply log into paypal, find the transaction in question and issue a refund eBay will put a defect against your account, you MUST get the buyer to open a return item case first to avoid getting a defect.

Is everybody aware of this?
surely not?
that is a bit of a joke

ModernAndy

2,094 posts

134 months

Wednesday 1st October 2014
quotequote all
this must have either come in very recently or it's taking ages for eBay to pick up on but I have checked and can confirm that I have had a defect for cancelled transaction through refunding through paypal. I can only see one and it's not the most recent or oldest item that I have refunded.

fellatthefirst

579 posts

154 months

Wednesday 1st October 2014
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Thanks for the tip Mudgey, i will look into that

951TSE

600 posts

156 months

Thursday 2nd October 2014
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Going on my experience (not a very large sample, I'd have to say) it's only problems that are your fault that will receive a defect in the manner your manager describes.

So Item Not Received (INR), your fault, you get a defect. Not as Described (SNAD), your fault, so again you get the defect. Negative feedback you get the defect.

But, customer changes their mind and doesn't want to go through the initial expense of the managed returns process, their fault, so they in effect get a defect (and in these days of report a buyer) they might even get a marker on their account. Perhaps that's something you could ask your account manager?

Fastpedeller

3,848 posts

145 months

Thursday 2nd October 2014
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I had a buyer who raised 'item not received' before corresponding. There was a reason for this - she still had her old address (thankfully her Mum's) on the system. Even complained delivery wasn't quick because she wasn't going to her Mum's for another week.
rolleyes Some people beggar belief.

veevee

1,455 posts

150 months

Sunday 5th October 2014
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Fastpedeller said:
I had a buyer who raised 'item not received' before corresponding. There was a reason for this - she still had her old address (thankfully her Mum's) on the system. Even complained delivery wasn't quick because she wasn't going to her Mum's for another week.
rolleyes Some people beggar belief.
Thing is, if you're a buyer and you choose to message the seller, it gives a list of reasons why you're contacting them, and if you chose pretty much any apart from "other", it automatically opens a case. Most buyers don't seem to be especially sharp, and they'd almost have to be going out of their way to avoid opening a case. PITA.

Fastpedeller

3,848 posts

145 months

Sunday 5th October 2014
quotequote all
951TSE said:
Going on my experience (not a very large sample, I'd have to say) it's only problems that are your fault that will receive a defect in the manner your manager describes.

So Item Not Received (INR), your fault, you get a defect. Not as Described (SNAD), your fault, so again you get the defect. Negative feedback you get the defect.

But, customer changes their mind and doesn't want to go through the initial expense of the managed returns process, their fault, so they in effect get a defect (and in these days of report a buyer) they might even get a marker on their account. Perhaps that's something you could ask your account manager?
That's how it should happen of course, with an honest buyer. If buyer (upon deciding they don't want the item)decides to put it down as not as described (they've nothing to lose and everything to gain) then the can of worms is opened!

ModernAndy

2,094 posts

134 months

Tuesday 7th October 2014
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I had a thought on this issue that I'll share. When you do refund using eBay rather than doing it directly with Paypal, the item appears under the awaiting payment page which is probably exactly how the defect is registered. As it doesn't change the status of the sale at all, I will now send a Paypal payment from Paypal's own website whenever I need to refund money.

Fastpedeller

3,848 posts

145 months

Tuesday 7th October 2014
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ModernAndy said:
I had a thought on this issue that I'll share. When you do refund using eBay rather than doing it directly with Paypal, the item appears under the awaiting payment page which is probably exactly how the defect is registered. As it doesn't change the status of the sale at all, I will now send a Paypal payment from Paypal's own website whenever I need to refund money.
Won't you end up without a credit for the final value fee if you do that?

ModernAndy

2,094 posts

134 months

Tuesday 7th October 2014
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Fastpedeller said:
Won't you end up without a credit for the final value fee if you do that?
yes, that's correct. However, if you must avoid defects then it's worth it. Ours aren't that high at the mo (circa 1.05% and lowering due to figuring out a few things) but I'm aiming to contain them to below 1% in case something terrible happens and we need a cushion.