Hello, the shoppingmom2,

Starting August 31, if a buyer didn’t contact you through member-to-member communication at least 2 business days prior to opening a case, the case will not be counted against you (provided that your seller performance is standard, above standard, or eTRS and the case is resolved prior to escalation or timeout).

I hope this helps to clarify.

Best,

Lexie

Thank you for the reply Lexie.
So to understand this : I have basically 48 hours to make good on a complaint before it will count agaisnt me right?

I think if that is the case, that will help buyers resolve problems before they are escalated by giving them a chance to act.

ஐƸ̵̡Ӝ̵̨̄Ʒ•:Patty:•.Ƹ̵̡Ӝ̵̨̄Ʒஐ

Hi theshoppingmom2,

You are correct, with the clarification that only business days are counted. For example, if a buyer contacts you at 2 PM on a Friday, we will not consider 2 business days to have passed until 2 PM the following Tuesday.

Thank you for your questions!

Lexie

Hello Lexie at ebay,

I have one-of-a-kind items and a NO RETURNS policy. But if the buyer is UNHAPPY, then I USUALLY tell them to return the item in the original condition for a refund.

What do you mean when you say "...and the case is resolved prior to escalation or timeout."

Does "resolved" mean we point the buyer to our "No Returns" policy? Or does "resolved" mean the seller has to refund the buyer for any reason?

So is my reply to the buyer considered taking CARE of the buyer? Are you counting emails?

Or does ebay expect me to give a REFUND without a return.. and only a Refund is considered taking care of a buyer?

Can you PLEASE explain the policy on what a Seller is required to do... when the claim is NOT a SNAD claim... and the buyer wants a refund for one of the 500 other reasons they want a return?

Since I have a NO RETURNS policy will ebay stand by me in a claim if I don't want the item back and or to get stuck paying for the ORIGINAL shipping?

I have no SNAD claims. All of my items are as described in the listing with a lot of photos and description.

There is NO "Seller Protection" at the first page of the CLAIMS process so the buyer can say WHY he is filing a claim.

50% of these claims are for reasons other than a SNAD. Ebay only has the one choice for a buyer to pick when filing a claim.

Please tell us what we are suppose to do when a buyer files a claim and we don't want to give a Refund under our NO RETURNS policy?

If we say NO, then ebay gives OUR MONEY... including original shipping... to the buyer and you give us a strike too... right?

Explain how we are suppose to work with the customer who changes their mind... and we don't want to give back the money... and take the original shipping out of OUR pocket too?

Are you saying that all ebay sellers can't spend the money for 45 days because the buyer might CHANGE THEIR MIND and we have to give them their money back?

So far the buyer that changes their mind purchases an inexpensive item but what if it is an expensive item with high shipping?

At what point does ebay consider us to be NOT WORKING with the buyer when we have a no returns policy?

Thank You.
,,,

I had to refund bid & shipping when buyer said item arrived defective( missimg eye). Item was returned just as described, no missing eye on doll. Ebay sided with the buyer. Had to refund bid and shipping on large book lot when buyer stated many books were missing. Sent Ebay tracking # and proof of weight on scanned box to Ebay. Returned box of books was about 8 pounds lighter than what the post office charged me for. Doesn't take a genious to see that all books arrived but only half were returned. How do we sellers protect ourselves for this and quite a few other "bogus" claims Ebay has unfairly decided for the buyer. I say unfairly because I sent so much proof and still lost most every case filed against me. How are you protecting us as sellers in circumstances like these and others which may evolve in the future? Please reconsider seller protection options.