eBay's a terrible place for sellers!

malcom on 10/02/2016 - 20:47

Hi all,

Just wanted to post to share my experiences with eBay and find out if and how others have handled this situation.

I recently sold a brand new in box Fitbit on eBay. The item was shipped with AusPost with tracking + insurance in a padded satchel and arrived within 48 hours to the buyer (Jan. 10th). I received positive feedback from the buyer stating that its "works well, pity that you can't see steps on band… only on phone" on Jan. 19th.

Two weeks later (Feb 3), I receive a message from the buyer requesting a refund, stating that he/she have purchased two mobile phones and it's not connecting/syncing. I recommended that the buyer contact Fitbit support as it sounds like a pairing problem that they will be able to assist with and offer a replacement if they find that the device is defective. I also asked the buyer why they waited so long to contact me. The buyer refused to contact Fitbit support citing long distance charges and stated that they tried to contact me but there was no response on my end. However, there is no record of a message being sent by the buyer previously.

The buyer has opened a case on eBay and eBay have sided with the buyer. I have highlighted to eBay that the item was brand new, shipped securely and working well as evident by the buyer's positive feedback. The item has also been in the buyer's possession for over 3 weeks before a claim was filed and it is very likely that the item may have been damaged by the buyer. The customer service rep has shown some sympathy and believes that the buyer may simply have changed his/her mind, however, because of eBay's money back guarantee are bound to offer a refund as there is no way for them to prove what condition the item arrived in or whether it's faulty or not.

Personally, I think eBay's going to far with their money back guarantee policy as there has to be some limitation to it. Essentially, it allows buyers to take advantage of the situation and try out/rent items from sellers and then demand a refund stating the item is "faulty". What's to stop someone from purchasing a camera or GPS from eBay and use it for 3 weeks on vacation and then demand a refund because the item is "faulty". Many Aussie retailers limit returns on electronic items to 2 weeks and would suggest contacting the manufacturer for technical support/RMA after this much time has elapsed, however, eBay's policies are more buyer friendly.

eBay seems like a terrible place for sellers as we seem to get screwed for everything (from fees to stunts like this). Sorry if this is all common knowledge to the community but I haven't done much selling on eBay so this is all new for me. At this point, I don't care so much about the money that I'm losing on a Fitbit that will be effectively useless to me but it's a matter of principle as I feel as though I'm being swindled.

What are the OzBargain's community's thoughts on this and what have others done in a similar situation?

Thanks,
Malcom

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Comments

      • malcom on 10/02/2016 - 20:57
        +38

        Lol. Sorry just wanted to put the whole story out there to get others' thoughts.

        Summary:
        Buyer purchases Fitbit. Buyer gives positive feedback. 2 weeks later says device doesn't work and wants a refund. eBay sides with buyer.

        • malcom on 10/02/2016 - 22:40
          +1

          @inose: Frankly, I don't care about my rep so much. I've only sold a few items on eBay and won't be selling anything else. I'm curious to see what they will do if I choose not to accept it as they have already transferred the money to my PayPal account.

        • captobvious on 10/02/2016 - 23:15
          +8

          @malcom: get the item back and inspect it, its probably broken. Open another case against buyer for damaging new item. If all fails, you have their address, send bikies

        • [Deactivated] on 12/02/2016 - 15:17
          +4

          @captobvious:
          No need for bikes, just send "Chad" to pick up the box
          https://www.ozbargain.com.au/node/233824

        • BestofOZB on 14/02/2016 - 22:46
          +1

          @Daz: LOL You made my night. I can sleep now.

    • QuickToThePointless on 11/02/2016 - 03:15

      f feebay

      The extra f is for f$&@

    • drspy00 on 12/02/2016 - 17:30

      I enjoyed the story. If they made a movie about Ebay the screenplay would be roughly based off this!

  • supnigs super skids on 10/02/2016 - 20:52
    +4

    Dodgy as! Makes me no want to sell stuff on eBay anymore. Hear about this stuff from time to time.

  • datafellows on 10/02/2016 - 21:14
    +16

    Selling on eBay is always a bit risky, but the benefits outweigh the risks specially if you are a business.

    I have sold many personal items (iPad, iPod, many mobile phones etc) on eBay and have gotten one iPhone 5 returned as the speaker was faulty and have partially refunded one buyer for the iPad home button fix they did at Apple. On both occasions I posted fully working items. I just prefer to pay for the return postage, inspect the goods and resell.

    For 100% worry free selling (but a bit more headache) I recommend face to face transaction on Gumtree. Yeah, most of the time you will not get the price you want, but "all transactions are final once money change hands" :)

  • scrimshaw on 10/02/2016 - 21:18
    +14

    Well, you sell on eBAy, you play by eBay's rules. If you do nothing, eBay just freezes your funds and limits your Paypal account. Simple as that. ebay is a law unto themselves.

    eBay extended the window for returns to 180 days, to discourage the selling of used goods and small time sellers like you, because you aren't a profitable ebay customer. Instead they're now featuring the much bigger sellers on the front pages and ranking them higher because real businesses have much higher sales volumes and rack up more fees with ebay.

    The way ebay operates — they have very leniant return policies nowadays so that buyers are more willing to buy from eBay than from a brick and mortar store, and it's also a lot safer than buying from Gumtree.
    It's a very one sided policy that greatly benefits the buyer. The sellers have no power to appeal a request for refund, and can't do anything about it.

    • bargdebarg on 13/02/2016 - 12:11

      Surely it's only a matter of time until a better option for buyers gets big. Internet is driven by choice, as sellers move from eBay, there goes the buyers… But a seriously hard market to break into (probably without PayPal!).

      • worlds_most_wanted on 13/02/2016 - 12:39
        +2

        There have been numerous competitors in the past who have attempted to take a portion of the market share.
        eBay buys them out as soon as they gain any real momentum. It's cheaper for eBay to spend 5-50 million buying out a rival, than to compete for market share in the long run.

        Amazon is a possibility if they establish fulfillment facilities within Australia any many other destination outside the US.
        Unless there is a billionaire who is only after status, or a group of entrepreneurs who can look past the $$$ factor, eBay will continue its Monopoly for a long while yet.

        • scrimshaw on 13/02/2016 - 22:44

          eBay will continue its Monopoly for a long while yet.

          Mostly because eBay has an international presence and they're pretty much the largest auction broker on the internet. They're an American-based company which currently ranks #180 on the Fortune 500 list of companies.

          It would take an even bigger titan to defeat them. Perhaps Amazon will go global and let Aussies sell… one day.

    • BestofOZB on 14/02/2016 - 22:49

      Except when you buy from big ebay sellers, ebay sides with them, I am starting to hate ebay even as a buyer!

  • supatight on 10/02/2016 - 21:24
    +3

    The exact same thing is happening to me at the moment I sold a brand new phone. 3 weeks later buyer wants a refund, gave the buyer receipt and everything too and now saying item defective and wants to return. Case decided in Buyer's favour however after complaining to EBAY my case has now been put on hold until the 13th. I am with OP after this experience I don't think I will be selling on EBAY anymore, their policy effectively give the buyer 30 days change of mind.

    • scrimshaw on 10/02/2016 - 21:29
      +3

      The buyer can also send back a brick in a box as well instead of returning your device.

      Noted here
      https://www.reddit.com/r/Ebay/comments/2vfotp/ebay_a_buyer_c…

      There's no way the seller can possibly cover his own arse if that were to happen.

      • malcom on 10/02/2016 - 22:39

        What the deuce. For eBay to admit that is just shocking!

        • fusion17 on 12/02/2016 - 10:02

          In these situations I would take a vid of me opening the mail package and the contents.
          Clearly show its initially unopened.

          Not sure ebay would side with the seller, but as good proof as you can get

      • worlds_most_wanted on 13/02/2016 - 01:42

        Video record the unpacking of any return. Clearly show the parcel is sealed before opening.

        Show the details on the package such as: Name, address, tracking number & weight if possible (if you have scales weigh it yourself on camera).

        Never allow the parcel out of view when recording (it remove the assumption of a bait and switch).

        Notify the sender that you have video footage and it will be sent to both Paypal and the local police so that fraud charges will be laid if you are not re-reimbursed with $ immediately.

        After you receive the funds, contact eBay & local police and hope they get punished for their dishonestly.

    • MrTweek on 12/02/2016 - 11:48

      their policy effectively give the buyer 30 days change of mind.

      A side note on that: In Europe, 28 days change of mind is the minimum by law for all kinds of online sales. Seller pays for return shipping.
      Still cheaper for a seller than renting a store.
      I assume that's one reason online shopping is way more popular over there than it is here.

      Might be an explanation what ebay is trying to achieve with this.

  • alxr0101 on 10/02/2016 - 21:40
    +3

    Similar experience…eBay'sinternal policy appears to be …ALWAYS SIDE WITH THE BUYER…no matter what…disregarding the facts and the message history that CONCISELY portrays the buyer changed their mind or ORDERED THE WRONG ITEM despite the description explicitly stating what it would work with….

    eBay sux for supporting the Seller, even when the buyer has breached eBay's own policies on refunds.

    idiots,,,,,

      • WhatWouldBiggieDo on 12/02/2016 - 11:01
        +11

        Did you write in the ad:

        "Does not include the power supply"

        If not, I think you did the wrong thing

        • Lichen6420 on 12/02/2016 - 20:15
          +4

          Agreed… how on earth were they meant to charge the thing? That's just dodgy. I would have negged your ass and commenced a charge back via my credit card. Lesson #2 .. always fund payment via credit card so you have a fallback.

  • p0o0ohbear on 10/02/2016 - 22:06

    Selling on eBay carries an associated risk so therefore you have to markup to take into account these risks.

    From the buyer's perspective though - without this protection, much will not risk buying on the internet.
    Ofcourse, it is the minority ruin the honesty and integrity of all.

    PS. I am a ebay seller too and it sucks when ebay sides by the buer.

    • JimmyF on 14/02/2016 - 08:36

      while this works for the bigger sellers, people like the OP get screwed. Clearly they're selling a one off item. So bit hard to 'mark it up' to cover the loss.

  • malcom on 10/02/2016 - 22:36
    +2

    I guess I just assumed that eBay would be fair about it when making these calls and actually consider the details of what happened. As a seller, I think I've taken every possible precaution to ensure the buyer gets the item intact. But like others have said, I guess eBay doesn't care about small time sellers. I don't think I'll be selling on there anymore.

  • whodidthat on 10/02/2016 - 22:47

    Appeal the decision. There should be a link in the "case" to do so.

    ebay is a dangerous playground, especially when you get the odd "fellow" ozbargainers doing the wrong thing. That person should know who I mean (if said person reads this).

    • alxr0101 on 10/02/2016 - 23:01

      I found the "appeal" process in eBay to appear to be purposefully difficult to navigate.

      Even the commencement of the refund process provided the seller with no other obvious choice but to accept the return request or have the refund forced upon the seller and not require the buyer to even return the product.

      • whodidthat on 11/02/2016 - 20:56
        -1

        I've had decisions reversed like this, but obviously no guarantee.

        FOS is the other alternative (by reporting Paypal) as it is them actually refunding.

  • Nyminix on 10/02/2016 - 23:41
    +9

    I had this case where I purchased something for $27 reduced to $2 due to a $25 coupon code. Had issues with it. Seller didn't reply for a long time, assumed they were ignoring me, opened a case, after like 2 more weeks (Ebay said the seller was taking their time to provide info), was finally told to return it, and specifically told Ebay that I would be getting a replacement and NOT a refund, which they agreed to. I received the new item, worked beautifully, and thanked the seller.

    In the next few days I noticed that I had + $27 added to my paypal account and $25 taken out and sent to Ebay. Asked Ebay why they refunded me the money when I specifically told them I was getting a replacement. I asked them to undo this and refused, saying the case decision is final. So pretty much, Ebay took $25 from the poor seller. ( Currently going through the seller and asking them if they want me to pay the difference, or a part of it, since I feel pretty bad for the seller).

    • netsurfer on 12/02/2016 - 11:28
      +3

      That's good, Nyminix. The seller will really appreciate it if you could pay the difference.

      When I won an item not received case, and the item ended up arriving, I contact the seller to raise a Paypal invoice so I can pay again. Some sellers are very nice and don't want the payment (though I did not leave a negative feedback and sometimes the seller requests for a positive feedback)

      • bluedufflecoat on 12/02/2016 - 11:42
        +2

        I've ordered something from France, in the same way… didn't arrive for a long time, so I opened a dispute.

        The seller and I came to an agreement where they would send me a replacement, and if eventually, both arrived, I would pay them for the second item. The first one arrived the next day (d'oh!) and the second one arrived the following week. I paid for the second item and closed the dispute. Win-Win. Sort of. I have a spare Sophie the Giraffe now and I've had to wait nearly 4 months to give it to the next baby I know, who is arriving. :D

      • Nyminix on 12/02/2016 - 14:05

        Yeah, it just sucks that me using the $25 coupon code meant Ebay paying for $25 of it, and me paying $2, with the seller receiving the $27 in total, but now, Ebay pays for $0 for it, the seller is down $25 (for now), and I'm soon going to fork out $25 to make up for Ebay's greed. ><

  • Allan on 11/02/2016 - 09:24

    When selling anything electronic or needs to be shown working, record a video of it working as described etc. eBay tends to side with buyer. Also if you getting the return before you open package do an "unboxing video" in case they return bricks or damaged goods.

    • datafellows on 11/02/2016 - 10:45
      +1

      I'm afraid this won't help you at all.

      Buyer, always shop with your credit card so you can do a charge back.

      Seller, always prepare to lose all your money when you sell on eBay.

      A seller with good selling record may have better chance to be refunded by eBay if buyer returns bricks.

  • cupcake on 11/02/2016 - 10:40

    I agree Nod

  • ChillBro on 11/02/2016 - 10:48
    -5

    Breaking news: Grass is green!

  • [Deactivated] on 11/02/2016 - 12:20
    +8

    i was listening to a guy at work recently talk about how he routinely scams people buying shit online. Always just raises disputes saying item was not received, and gets his money back and keeps the item. Shits me that people can be like that and scam other people like that.

    • FeRGan on 12/02/2016 - 15:42
      +5

      I have thought about doing that, but don't because I would feel bad for the other person.( I have a conscience) I know what its like to be a seller on ebay.

    • nowlan on 13/02/2016 - 16:17

      ebay will often flag people who do that. after a couple of times, they turn on buyer, and refund sellers.

      • aerona on 14/02/2016 - 09:23
        +1

        Ask your friend to buy from my ebay store, I'll be sure to keep sufficient evidence on postage arrival so he is unable to scam.

  • Tal_Shiar on 11/02/2016 - 14:08

    the worst thing is you can complain until your red in the face with eBay, all they will probably do is send you a feedback form to fill out and submit, bastards!!

  • figarow on 11/02/2016 - 21:39

    The buyer has opened a case on eBay and eBay have sided with the buyer.

    The exact same thing is happening to me at the moment…Case decided in Buyer's favour.

    The buyer can also send back a brick in a box as well instead of returning your device.

    Similar experience…eBay'sinternal policy appears to be …ALWAYS SIDE WITH THE BUYER…no matter what…disregarding the facts.

    i was listening to a guy at work recently talk about how he routinely scams people….Always just raises disputes saying item was not received, and gets his money back and keeps the item.

    The only reason eBay side with the buyer is GREED. They know the buyer will buy again and that equals more profit for them. They don't care if sellers leave because there are already more then enough sellers. They should be held accountable for their immoral practices.

    • FittyFitty on 12/02/2016 - 10:01
      +1

      Agree; greedy as (profanity)! The whole, unavoidable, PayPal double-dipping thing effs me right off..

    • netsurfer on 15/02/2016 - 11:01

      eBay protecting the buyers is not greed. eBay really dislike reversals. In fact, if a seller keeps on causing troubles (and eBay have to refund all the time), eBay will suspend that seller's account very quickly.

      When a deal does not go through properly, eBay gets nothing. You think eBay like that?

      People need to realise, as sellers, you do have responsibilities. A big company like eBay cannot afford to provide sub-par service to buyers. Australian laws protect buyers too (14 days money back return). People cannot expect red carpet treatment when they buy items online, but only want to offer minimum to no service when they sell items on feeBay.

      You can purchase an Apple product from Apple store, try it for 14 days. If you for any reason don't like it or don't want it within 14 days, you can return it for a full refund no question asked. Frankly, for me, if the buyer does not want the item or have issue with the item I sold to him/her on feeBay, it's fine with me to provide a full refund and have the item back (I will pay for the return postage). Do you really need that money and have the buyer upset?

      • figarow on 15/02/2016 - 12:16

        eBay protecting the buyers is not greed. eBay really dislike reversals. In fact, if a seller keeps on causing troubles (and eBay have to refund all the time), eBay will suspend that seller's account very quickly.

        What trouble are we talking about here, I thought the argument was about buyers 'renting' an item and then sending it back broken.

        When a deal does not go through properly, eBay gets nothing. You think eBay like that?

        Not true. The buyer will simply buy again from a different seller if they have not done so already (before returning first item). eBay for the most part lose nothing. In addition eBay would prefer to keep their customer for the long term. This return customer will buy and buy again year after year. This is a much better outcome than keeping some random seller happy.

        People need to realise, as sellers, you do have responsibilities. A big company like eBay cannot afford to provide sub-par service to buyers. Australian laws protect buyers too (14 days money back return). People cannot expect red carpet treatment when they buy items online, but only want to offer minimum to no service when they sell items on feeBay.

        If this is true and eBay are not just a greedy cash cow, why don't they apply these same principles to their sister company gumtree?

        You can purchase an Apple product from Apple store, try it for 14 days. If you for any reason don't like it or don't want it within 14 days, you can return it for a full refund no question asked. Frankly, for me, if the buyer does not want the item or have issue with the item I sold to him/her on feeBay, it's fine with me to provide a full refund and have the item back (I will pay for the return postage). Do you really need that money and have the buyer upset?

        Again I think the main complaint is about people using, abusing or breaking the item and sending it back. As others have claimed sending back something completely different or worthless is also taking place and eBay still sides with the buyer, try doing that at an Apple store.

        • netsurfer on 15/02/2016 - 12:54
          • The buyer may not purchase that item again on feeBay after a bad experience on feeBay for that particular item.
          • Buyers renting the item and sending it back broken. This whole idea of buyers are there to screw sellers on feeBay, that's not how most buyers are like. Normal stores can also have same issues. How can you be sure the item wasn't damaged during transport or the item simply was faulty?
          • We've also had cases where sellers sent empty boxes to buyers, using trackable postage service and buyers suffered. There are bad people out there, don't make it sound like all sellers are perfect but buyers are dodgy.
          • I am not saying eBay is not greedy. I am just pointing out providing a refund to buyer and sided with buyer is NOT a greedy behaviour. For example, after 3 consecutive faulty iPads, I've decided not to purchase an Apple iPad. Having bad experience with eBay purchases does not translate to another sale for eBay right away, even after the refund (which, honestly does take a while for buyer to receive as each case raised does take time for both seller and buyer).

          When you want to sell items, you cannot start with the attitude that buyers (your customers) are there to screw you. If that's how you feel, then simply don't sell. You get good customers and bad customers. Most buyers are alright.

          If you don't want to provide good service or the feeBay fees are too high, then don't sell on feeBay. No one is forcing you to do that. If you do sell on feeBay, just know all the guidelines and rules and be a good seller. If one refund request is turning your life upside down, then you shouldn't be a feeBay seller.

        • figarow on 15/02/2016 - 13:02

          @netsurfer: For the most part I agree with what you have said here.

  • FittyFitty on 12/02/2016 - 09:57
    +1

    I avoid ebay like a plague; as a last resort, I post items for set price including the best offer option and then negotiate an offline sale with local inspection/pickup…

  • netsurfer on 12/02/2016 - 10:54
    +3

    Here is my experience with limited eBay selling:

    • Sellers on eBay need to be aware that feeBay expect you to provide OfficeWorks (or Amazon or Apple) like service.
    • While deep down, feeBay wants to side with sellers (coz. that's where they get their money from), they have to side with the buyers at least in practice (so people will buy on feeBay).
    • As a seller, you need to try your best to help. Buyers know their rights. The more you help the buyer (or at least try your best), the more likely the buyer will be opened minded and be nicer.

    So, imagine you are OfficeWorks, and that buyer purchased a brand new Fitbit and has issues. That buyer could very well just seek a full refund from OfficeWorks.

    How about user errors (i.e. the buyer doesn't know how to use it properly)? Well, you have to help the buyer if you want to avoid a full refund request. I once wrote a full step by step setup guide for a router (with lots of screenshots) for a buyer who does not know how to use it (despite I put in the item description in bold: this router runs DD-WRT, if you don't know what it is, please do not purchase it). I also re-assured the buyer that if after following the guide, he/she is still having issues, a full refund will be provided no question asked.

    You cannot be afraid of or get really upset about full refunds. Once you start selling a bit more, there will be cases where things don't go according to plan. It is the same for a traditional store too. When it comes to item not as described cases, sellers hardly ever win those. Most, if not all of the time, buyers win those cases. Just because it is fully sealed and brand new, it does not mean it is defect free. I returned 3 brand new Apple iPads to Apple due to defects.

    Australian consumer laws protect the buyers. Just make sure you are willing to offer OfficeWorks like service (or better) before you start selling on feeBay. All feeBay provides to you is an online purchase page and exposure to a large customer base. You still need to provide services like a real store. In fact, buyers trust you less than real stores so it is best to provide top notch service.

    It is harder and harder for new sellers selling items on feeBay. It is best not to sell expensive items when you first start selling on feeBay. If unsure, talk to a friend who's done it before for some tips and pointers.

  • ronnknee on 12/02/2016 - 11:07

    Is the buyer returning the item back to you?

  • Powershopz on 12/02/2016 - 11:46

    Cases like this plus coupled with increasing fees are reasons for a lot of people moving to online forums or social media groups to buy/sell/trade items.

    • bluedufflecoat on 12/02/2016 - 11:51
      +1

      True, but the social media buy/swap/sell groups tend to be "too cheap" (ie. sellers don't get much money for their stuff) and can often be disappointed by buyers who don't show up… and you're sometimes at risk of getting dodgy / abusive buyers (a'la Gumtree). :P

      • [Deactivated] on 12/02/2016 - 12:12
        +2

        Exactly, I have a kayak for sale (In Chatswood) and for me to sell it at the asking price of $650 on ebay means ebay will get $60 commission, and I am left with $590. I have it stored out of the way and am happy to wait for the right price on gumtree. I would rather negotiate with a buyer and sell it for $600 privately, than sell it for $650 on feebay.

  • TailsK on 12/02/2016 - 12:11

    Are you a business (i.e. you have an Ebay store), or just an individual selling something?

    • [Deactivated] on 12/02/2016 - 12:53

      just an individual selling something

  • centrelink on 12/02/2016 - 13:13
    +4

    I made millions on revenue on eBay and can share some thoughts.

    It is definitely changing to be buyer biased platform. It's going to get worse, but back in the days when sellers were able to give negative feedback, it was highly abused.

    It was alright to be rude to sellers and it was providing bad experiences for sellers.

    But nowadays it is extremely un-balanced. Buyers have full rights and there are always buyers with the full intention of taking advantage of the new rules and policy.

    I pretty much wake up everyday to 50+ messages with the question of "Wheres my item?", "Why this", "why that"… it is probably the most annoying thing that I had to hire some Chinese person to just solely answer them.

    But yes, if you are a no-body, you will be pushed around by buyers and eBay will make you work like a dog just to be on their standard.

    You will most certainly lose cases if you do not have tracking information even if you have message proof that the buyer said they received it, YOU WILL LOSE.

    Then there is paypal…

    The soul sucking paypal where you can easily abuse the 180 day guarantee, not only that but there are also people who get banks to charge-back items for unauthorised purchases, which is definitely not my fault.

    I will also lose out on them all the time since I use postage stamps and what is worse is that I get charge an extra $15 for administration fee. Like really? It is not my fault if they get hacked and then purchase my items. All I did was sent the items.. for them to get a refund PLUS i have to pay an additional $15 for just providing a service is complete bullshit.

    Also I hear that big companies will always get preferential preference over buyers.. No one can screw them over if they tried…

    yeah eBay sucks, but they are one of my platforms that managed to pay off my house before i'm 30. So really I shouldn't be complaining, but they are stopping me from going to 8 figures with their bullshit methods.

    • tinx on 12/02/2016 - 19:13

      No idea why u get negative vote

      So here's +1

      Im more interested on what type of product that u sell nowaday with high fees

      And what is postage stamp??

      • centrelink on 13/02/2016 - 00:13

        I only go into competitive markets.. I found that being getting innovative things are so stupid and unlikely to sell (that being said there will be few that will do well and when they do well they explode). Also note that, everything is automated… therefore I made a program long ago to automatically list items when my supplier gets something new in stock.. This way I do nothing and all the work goes to my supplier (he doesn't know I do this, but my software tool I created scraps his website for data… if found new item.. then list it on ebay/amazon/website.etc. @ 5 x (supplier price).

        Postage stamp is the cost of I pay to post my items. I use letter stamps to pay which can range from 1 x $1 stamp to 5 x $1 depending on size.

  • A Ozbargain User on 12/02/2016 - 13:24
    +8

    Hi,

    As a eBay seller, I have felt your pain on several occasions. Just know as a seller you have options too (assuming you have the time to exercise them).

    I had the same issue when a buyer claimed "item not as described". Even after providing supporting evidence, eBay ruled in the buyers favour.

    Then if you contact support by email, clearly indicating your item was as described, they send sympathetic pre-formed emails that never seem to address any points you make.

    What you must do is CALL eBay customer support and ask for the "claims resolution team", because they will actually look at your side of the story and as happened to me, reverse the case in the sellers favour.

    The only issue is, it took 3 phone calls, several transfers and allot of repetition. Also it takes about 5 minutes to find the eBay contact number, you must be logged in to eBay, find it yourself in the support section because you are given a unique pass-code that you must recite.

    You are also eligible (If the transaction took place in Aus) to contact the financial ombudsman. They require you to provide evidence you have attempted to resolve your issue with eBay first.

    Just don't give up.

    • [Deactivated] on 12/02/2016 - 20:33

      You are also eligible (If the transaction took place in Aus) to contact the financial ombudsman

      Thanks - good to know eBay is answerable to someone

  • jellykingdom on 12/02/2016 - 13:42
    -4

    i had one dumbass buy a modem from me, and it arrived with the power adaptor broken. Not the modem, just the 12V plug part broken

    He kicked up a fuss, so i ordered him a new one on ebay direct to his house (like a $5 from China because i wasn't going to spend $20 for a $50 modem). He kept emailing me every 1/2 day asking where it was, and when it "didn't arrive" tried to get a refund. I said "yes" but refused to pay for postage. That was not acceptable apparently so he went to paypal dispute, and wanted ALL the money back and wanted to keep the modem

    He started getting really rude and swearing at me etc, so i took screenshots and attached them to the paypal dispute

    in the end, i got my money refunded entirely but i didn't get the modem back, and i bet he got a refund as well. what a prick

    • netsurfer on 12/02/2016 - 15:40
      +4

      So the buyer purchased a modem from you, expected it to be in fully working condition, got a faulty power adaptor. The seller (you) decided to order an cheap replacement on eBay from a Chinese seller (which probably will take 4 weeks at least) and expect buyer to be happy about it?

      I once sold a router, which arrived damaged (was in original packaging). I asked for a photo and provided full refund to the buyer. For any item that I need the buyer to return, the return postage will be paid by me. If the buyer is unhappy about the item, I am happy to provide full refund.

  • netsurfer on 12/02/2016 - 14:28

    It comes down to two things (1) unrealistic expectation of technology from the buyer and (2) seller not putting enough effort helping customer resolving the issue or explain the issue to the buyer.

    The buyer is/was expecting the FitBit to work on a range of mobile phones. However, being a product based on Bluetooth technology, in general, only one device can be actively paired to the FitBit. Now, as more and more people having more mobile devices, it is normal to want to try out FitBit on as many devices as possible. Unfortunately, when it comes to Bluetooth products, it is often that it needs to be reset or re-do the pairing of devices completely each time you want to change device. Even if it doesn't need that, the current actively paired phone needs to have bluetooth switched off completely. It is actually quite annoying sometimes to do that.

    However, to general public, that doesn't make sense. It should just pair / hop automatically between devices and you should be able to switch between devices without doing anything. Seller probably should have tried to explain that's not the case to the buyer. Some links to explain it would help.

    https://help.fitbit.com/articles/en_US/Help_article/Why-is-m…

    It is unfortunately too late now. For sellers, it is best to remember buyers normally don't complain for no reason. Try to understand why they are having issues and explain it in a way that's as simple as possible.

  • gomertose on 12/02/2016 - 14:52

    I don't know why any private sellers sell on ebay. With all the ebay and paypal fees you'd be lucky to earn any money. And if they buyer wants to fleece you, there's not much that you can do to stop them as ebay will condone the behaviour. You might as well had given it away for free and not have the stress of dealing with the disputes.

    • netsurfer on 12/02/2016 - 15:27

      If you want to sell for profits, you will need to sell in large quantities.

      It is still a good place to sell items you don't want anymore (for example, impulse buying on OZB deals). Essentially, for unwanted items and you just want some cash back, assuming you are familiar with the whole eBay process, it is okay (you get notified when item is sold, paid, and you can print postage label). All you need to remember is provide good/great service to buyers and be realistic (you cannot expect every sale to be trouble free). Don't assume buyers are trying to take advantage of you. There are good buyers out there (most of them are good). Do try to understand things may still arrive broken even when packaged well.

      The more effort you put in, the less likely issues will happen. Basically, package items in a way that you are happy to accept if you were the buyer and provide the service you expect to receive (if you were the buyer) when something has gone bad.

  • FeRGan on 12/02/2016 - 15:34
    +1

    I agree with all of this. I still think the high fees PLUS paypal fees is a real kick in the face. It is just a shame that there isn't anywhere better to sell. and don't say gum-tree…

  • [Deactivated] on 12/02/2016 - 15:47
    +2

    Didn't we all learn many years ago that ebay quickly became a shatty place to buy and sell ?

  • wolvesaussie on 12/02/2016 - 15:48
    +1

    could not agree more. sold a model F1 car its for collectors not a toy. it says on the box this is not a toy. buyer emails me say son broke it on first day as the wing snagged on carpet. ebay paypal i forget who now refunded him and took money from my account. even tho he is clearly at fault

  • wkd on 12/02/2016 - 16:21
    +1

    so whats the point of ebay having the option no returns accepted?

  • Savas on 12/02/2016 - 16:29

    Did eBay pay for refund themselves?

  • frostman on 12/02/2016 - 16:38
    -3

    we've discussed this topic 1,0000 times before.

  • KaTst3R on 12/02/2016 - 16:48

    sometimes because of ebay's relaxed policy, some buyers take advantage of it by making a purchase for a new item, sending back their currently used broken item as defective and get to keep a new one.

  • drspy00 on 12/02/2016 - 17:11

    Ebay definately side with the buyer which is why I dont sell much on there now plus the fees are excessive. Though last year got a collectable from Germany, it didnt arrive after 4 months, and no tracking even though we paid for tracked post. We opened a case and explained to the seller we would repay once the item arrived, he acted like a total jerk insulting, and threats, and he didnt want me to contact him. Ebay told us to never contact him again as they have taken his threats seriously and he has done the same with other buyers. $300 Item turned up 6 months later, and we would have happily paid him back, but couldn't contact him but it was his fault for being unreasonable.

  • akoli on 12/02/2016 - 19:51

    IN case you get nowhere with ebay and to be honest I've had a mixed bag of dealing with their claims process.

    Fitbit support is great.. I've had two break on me and they send you one in the mail brand new in the box… and don't ask for the old one. So if turns out it is faulty…rather than user error you can have two there for selling.

    I know the fitbit doesn't work with older phones .. Galaxy S2 was a problem for one of the folks in work but you just use the bluetooth dongle in its place… not ideal but not a fault with the product.

  • jeeg on 12/02/2016 - 21:38

    What about highlighting that any refund will require the buyer pay return postage? Would this help in achieving a more balanced buy-sell environment as the buyer will have less incentive to simply request for a refund because they have changed their mind?

  • flatwhitepls on 12/02/2016 - 22:53

    Yes ebay does not favor individual sellers. There are always dodgy buyers that claims items don't work because maybe they simply had a change of mind.

    1) I would ask the buyer to return the item to me. (They pay postage cost)
    2) If the item is defective, refund the buyer. And get warranty with fitbit yourself. Then re advertise it.
    3) If the item is in working condition. Send them back and ask money for postage. And if the buyer does not want the item anymore, charge them a restocking fee.
    4) Move on.

  • JV159 on 12/02/2016 - 23:18

    You forgot one thing - PayPal now reimburses buyers for the shipping cost when returning the item as long as they paid via PayPal and have the receipt from post/courier.
    I have been selling on eBay since I was 12 (now 20), and eBay have always made it easy for the buyer to return an item if need be, and if they can't help then PayPal will.
    I'm often as truthful as possible when selling items, but if it wasn't for the return system on eBay I would have been stooged and lost out when the seller stuffed up.
    As for your case, it sounds like the buyer doesn't know how to use the item, did you include the handbook?

  • garetz on 12/02/2016 - 23:40

    In my experience ebay always finds for the buyer in pretty much any circumstance.

  • blindingshadowz on 12/02/2016 - 23:50

    I've taken the precaution of video-ing me packaging items I sell on eBay (mobile phones and other valuable small items) that way I have a case against anyone who tries to force a case against me when I'm not at fault >=]

  • akastyl13 on 13/02/2016 - 00:13

    If you do receive it back, make sure you check the serial number of the product and the serial number displayed on the product box.
    And if by any chance you have recorded the serial number, check the product against it.
    I would think about a scam of someone who sent back his previous damaged fitbit, very sneaky..

  • cnrmlj on 13/02/2016 - 07:50
    +1

    My experience with eBay is most of the people on there are pretty good. I have had over 100 successful sales of all sorts of stuff over the last few years.

    Thankfully i have had no one try and scam me or claim they haven't received goods or have issues with the goods.

    The worst i have had is people win auctions and then not pay or organise to come and collect and not turn up. I have also had a couple of people not read that it is pick up only (e.g. large tv) and then win the auction and realise they live in QLD and i live in Sydney.

    It annoys me that you can't leave negative feedback about buyers and then use those ratings to limit who bids on your auctions.

    So, i disagree that it is "a terrible place for sellers". But there is a definite bias to the buyer and the benefit of the doubt seems to go to the buyer if there are issues.

  • DiscoJango on 13/02/2016 - 09:53
    +1

    ive been an ebay buyer and seller for over 10 years, with over 400 positive feedback, and 99% of my experience has been good :)

    (touch wood!)

    but i think part of the problem of these "dodgy buyers" is young kids having access to these facilities, whereas before, kids didnt have access to mobile phones\ipads to do these types of things. ive seen first hand someone buy something, and then have no intention of paying for it. when i asked them why they bought it, they just shrugged, like it didnt mean anything. they dont understand the time effort and cost involved for the seller to put something up for sale, manage the ad, post the item etc etc

    i suppose to truly protect yourself, avoid using paypal. direct bank deposit or cash on pick up only

  • Mysterious on 13/02/2016 - 11:48

    eBay don't care because there's so no shortage of sellers and there's no such thing as too many buyers. If they lose a seller, they don't care, they'll buy from one of the other 100 Fitbit sellers but if they lose a buyer, it matters because you can't replace them.

    eBays treatment to their sellers is disappointing. I refuse to sell anything >$50 on eBay. Immediately goes right on Gumtree to avoid being scammed by the buyer.

  • bargdebarg on 13/02/2016 - 12:12

    There are just so many inconsiderate bung holes out there screwing buyers over who know eBay is weak. What happened to good honest people?!?

    • GameChanger on 13/02/2016 - 15:48

      People have never being honest, have a look back in history. If anything we're living in an age which has been the 'cleanest'.

  • Grillman on 13/02/2016 - 23:39
    +2

    Ebay and Paypal are shithouse.

  • JimmyF on 14/02/2016 - 08:37

    OP look into the paypal policy, they don't even know it.

    You need to remind paypal that the refund isn't for WARRANTY issues. The product arrived, and worked for a month.

  • plasmoske on 14/02/2016 - 12:21
    +4

    Sold a new phone not too long ago and buyer got the item 3 days later.

    And 3 weeks later, left a negative feedback:

    "The Android OS is slow and crap. Hard to use. You're selling rubbish stuff."

    I told them that's just their personal opinion and shouldn't have left as a negative feedback. And that plenty of phone review sites disagree with him.

    He replies that I'm selling crap and that I should be ashamed of myself.

    Like what kind of negative feedback is that? Feedback isn't for Phone reviews. You got the item that you decided on, it should've been a positive or neutral at worse.

    • cnut on 26/02/2016 - 14:37
      +1

      I had a buyer bid on the Matrix trilogy. Winning bid was $5. 2 weeks later he still didn't pay, making excuses that he needed the money for his daughter, etc (in reality he probably just didn't want the item).

      I told him it's OK, I'll cancel the sale and if he gets money he can bid on it again later.

      More time passes, he doesn't pay or accept the cancellation and then leaves negative feedback (blank text).

      There's some seriously screwed up people using eBay…

  • TurkishDelight on 14/02/2016 - 21:50

    I am sorry to be a negative person here but we need to find a trick to make profit from ebay as both buyer and as a seller. There must be some way we can trick them and earn all the fees back that we paid them in past.

    Time to rob eBay/

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