When will ebay add more reasons for the buyer to choose in the Ebay Claims: eBay News & Information Boards: eBay Discussion Boards

(17 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 02:53 PM

Hello Pinks,

Can we PLEASE have a reply on the original questions on this IMPORTANT issue regarding the big problem with the SNAD claim screen?

Thank you

queenboudicca (19

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(16 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 02:51 PM

You can ask for a reply until the cows come home but the pinks are only answering questions that they can answer easily. None of the tough questions have been answered.

feeferod (229

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(15 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 02:50 PM

d-k_treasures wrote:

This is all a moot point anyway, since paypal's terms differ from ebay's. The savvy 'remorseful buyer' will simply file thru paypal.

True, except they're strongly encouraged to file with eBay first.

And of course, the buyer can always use the "nuclear" option, and file a chargeback. However, that'll close whatever cases may be open with PP/eBay in the seller's favor.

d-k_treasures (3027

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(14 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 02:48 PM

This is all a moot point anyway, since paypal's terms differ from ebay's. The savvy 'remorseful buyer' will simply file thru paypal.

'You call some place paradise - kiss it goodbye' - Eagles, The Last Resort

feeferod (229

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(13 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 02:44 PM

sherlocksgallery wrote:

When will ebay add more reasons for the buyer to choose in the Ebay Claim system... so a lot of these buyer claims are DENIED because they do NOT QUALIFY under a SNAD Buyer Protection claim?

There are only TWO choices for a Buyer to put for a reason to File a Claim... ?

When a buyer goes to file a claim... they have only two EBAY choices.
1) Item not received.
2) The item is not as described in the listing.

If the buyer got the item with tracking showing as delivered... then which choice will the buyer choose when they file a claim? EBay only allows the buyer to file a SNAD claim and there is no choice for the buyer to put the REAL reason for the claim.

All buyers now claim the item is NOT AS DESCRIBED because that is the only choice ebay gives them when filing a claim.

There is NO option for a buyer to say WHY they want to return the item such as...
the item is the not what they expected...
they found the item for cheaper with another seller...
is the wrong color of blue...
it looks different in person...
the size 8 did not fit their size 10 body...
they wore it once to a party and have no need for it...
the hubby said they could not spend the money...
their dog chewed on it...
their child broke it...
it does not fit the room...
they dropped it in a lake while fishing and ruined it... etc etc etc.

I have a NO RETURN policy on my one-of-a-kind collectibles. I take a lot of photos and have a full description including sizes and history of the item if I know it. My Feedback and rating speaks for itself on my selling ID.

Why should I be required to refund... and take the original SHIPPING cost out of my pocket... if the buyer gets the item they bought in the listing? I have no SNAD items and I carry insurance for breakage. The reason for a claim has always been their own personal choice that they changed their mind after the got the item.

Ebay only covers SNAD on the Buyer's Protection policy. When will ebay provide other reasons for the buyer to check off in the CLAIM system so the SELLER is covered on their NO Return policy? Most all of the claims filed are NOT a SNAD. Most all claims are because the buyer changed their mind and this is NOT covered under the Buyer's Protection Policy.

When will ebay add other reasons for returns to the Claim process system... so the seller is Protected under an invalid claim? There is no Buyer's Protection when the buyer changes their mind but there is NO BOX for the buyer to tell ebay the REAL reason for the claim.

The buyer only has the choice of filing a SNAD claim and the seller always loses the original shipping or worse if they get back a rock in a box!

I cannot float-a-loan or RENT to buyers who want items on approval for 45 days... and then expect me to refund the shipping too when they made a bad decision. I am selling on ebay to make money but I am losing money with these one sided ebay rules in addition to the high... very high... selling fees.

I usually tell an unhappy buyer to RETURN for refund... and I will refund minus shipping money I spent just to keep a happy customer. But WHY should I have to refund the original shipping if they change their mind for any reason but a SNAD? And the buyer should be required to PROVE a SNAD in some cases too.

And ebay must wait until the item is returned in the same condition it was sent before giving an automatic refund out of my paypal. There ought to be some consideration for sellers with good ratings.. that have "jumping for joy" customers in their feedback to do their own refunds... MINUS original shipping... when an item is returned for any little old reason other than a SNAD.

When will ebay add more reasons for the buyer to choose in the Ebay Claim system... so a lot of these buyer claims are DENIED because they do NOT QUALIFY under a SNAD Buyer Protection claim?

Thank you
...

OP, buyers currently DO have the ability to choose which sub-category of SNAD they are opening an eBay BP case. They see these options in the "Describe the problem with the item" section:

* Damaged (e.g. it doesn't function properly)
* Wrong (e.g. it's a different color)
* Fake (counterfeit or copy of an authentic item)
* Missing parts or pieces (e.g. you purchased two, and only got one)
* Unusable (e.g. concert tickets that arrived too late).
* Other

Note the "other" option: this is the one to use if the problem doesn't fit into the other categories.

I agree with your sentiment, though: there SHOULD be a "buyer's remorse" option which cannot be modified once submitted. Once escalated, the case would be lost by buyer (as long as seller didn't agree to accept a return/refund).

Not that it matters now: the unconditional return policy ("All returns accepted") now means you WILL accept returns, even for buyer's remorse if you commit to accepting returns. The "answer" (if you want to call it that) is to offer "no returns accepted", but then decide on a case-by-case basis and pray to high heaven that eBay will "have your back" when the buyer demands a refund for any reason, but then holds the fact you didn't accept returns against you (letting buyer keep item AND refunding instantly).

sherlocksgallery (54

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(12 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 02:38 PM

Hello Pinks,

Can we PLEASE have a reply on the original questions on this IMPORTANT issue regarding the big problem with the SNAD claim screen?

Thank you

feeferod (229

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(11 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 02:35 PM

implog wrote:

@teddy1

If you do a little research I believe that you will find that eBay policies stated that "buyer's remorse" was NOT an acceptable reason for a buyer returning an item to a seller.

Thank you. It's a little disheartening to see alclark and teddya give a contradictory answer WITHIN the very same thread!

teddy1@ebay.com wrote:

Hi, feeferod -

Yes, if a seller chooses to accept returns then that means accepting returns for any reason including buyer's remorse. This has actually always been the policy, but since there has been alot of confusion about it we're clarifying the wording for our sellers and our buyers now.

Not to quibble, but it has NOT been the policy to date to accept a return for buyer's remorse: if if HAD been, there would be no reason to roll out the new "ALL returns accepted" policy.

As of today, "buyer's remorse" is SPECIFICALLY EXCLUDED from BPP coverage, because "a good faith dispute does not exist": it is specifically mentioned in eBay's Buyer Protection Policy as constituting an "other than good faith" complaint.

There are (8) requirements for filing a case under eBay BPP, and ALL must be met. Specifically note #8 (in BOLD):

Conditions under which a case can be filed

As a buyer, you can file a case under the eBay Buyer Protection Policy when ALL of the following are true:

1) You are an eligible buyer (see Buyer eligibility).

2) You completed a purchase of an eligible item on eBay and submitted a case within 45 days from the date of payment.

3) If the item is an event ticket in the Tickets category, then you have until 7 days after the date of the event to contact eBay about your issue.

4) You purchased the item on eBay by using the Pay Now option or an eBay invoice.

5) You paid for the item in one lump payment. Transactions involving multiple payments, such as a deposit followed by a final payment, are not covered unless the non-lump sum payment was due to an eBay or PayPal system requirement or policy.

6) You used one of the payment methods listed below:

PayPal
ProPay
Moneybookers
Paymate
Credit card or debit card processed through the seller's Internet merchant account
Bill Me Later

eBay Buyer Protection is not available if you paid using payment methods not specified in the eBay Buyer Protection Policy.

7) The item is not excluded from the eBay Buyer Protection Policy (see Exclusions).

8) There is a good faith dispute between you and the seller regarding the item. A good faith dispute can include cases such as:

* You did not receive the item in the estimated delivery time provided on the Order details page (or 7 days after payment, if no estimated time was specified). We may lengthen this period when necessary, for example based on the type of shipping provided or the buyer's location.

* You did not receive the item 30 days after payment.

* You received an item that was different from the one described in the listing (for example, you purchased a book, but received a hat).

* You received an item that was not as described in the item description.

(NOTE: those are examples of legitimate "good faith" SNADs/INRs: they are REAL, TRUE, LEGIT causes for concern on the buyer's part, because buyer didn't get what they paid for. Hence they have "good faith" or honest concern over getting the value/item they paid for.

The policy goes on to explain "other than good faith" concerns, and these are excluded from opening a case in the first place, since they don't fulfill the 8th required condition. Remember, per policy, ALL (8) must be present to open a case in "good faith".)

Here comes the "other than good faith" exclusions (the 1st paragraph containing examples of fraudulent claims; buyer's remorse is NOT fraud, but it IS an "other than good faith" complaint):

A good faith dispute does not exist if you improperly claim that the seller has not fulfilled the transaction, if you claim you never received an item when in fact you did, if you refuse to accept shipment of the item (and eBay didn't end the listing), or if you claim the item was not as described but the seller can prove otherwise.

Moreover, a good faith dispute does not include buyer's remorse (that is, the item delivered was as described in the item description, but you no longer want the item regardless of the reason).

However, even in a case of buyer's remorse the buyer may open a case and eBay may refund the buyer and receive reimbursement from the seller if at any point after the sale is completed, the seller agrees in writing through eBay Messages to provide a refund upon receiving a return from the buyer. Once the buyer returns the item using appropriate tracking, the buyer may open a case and eBay may refund the buyer and seek reimbursement from the seller. However, if a buyer returns an item without agreement from the seller through eBay Messages, we will not cover the buyer's case for the return and will not hold the seller accountable (even if the seller’s original eBay listing stated a return policy).

Point being, the "other than good faith" are allegations until they are proven or not; however, the example of "buyer's remorse" says that the complaint does not require seller accepting a return UNLESS they actively AGREE to do so, via eBay messenger.

Seller could stand fast, and choose not to agree, and although the buyer may not appreciate it (and likely hit their DSR/FB), the seller COULD prevail in the case. They don't HAVE to accept the return.

The normal course though is for the buyer to have BR, and once they read policy and realize they cannot win with it, will begin a wild scavenger hunt of the item, searching for a SNAD (and the best the buyer usually comes up with was a FRAD, frivolously not as described).

sherlocksgallery (54

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(10 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 02:03 PM

Hello Pinks,

Can we PLEASE have a reply on the original questions on this IMPORTANT issue regarding the big problem with the SNAD claim screen?

Thank you
...

implog (4964

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(9 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 01:11 PM

Pinks

Please answer the original question concerning the limitations of having only two choices on the Buyer Protection claim page.

@teddy1

If you do a little research I believe that you will find that eBay policies stated that "buyer's remorse" was NOT an acceptable reason for a buyer returning an item to a seller.

.

sherlocksgallery (54

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(8 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 12:58 PM

Hello Pinks,

Can we PLEASE have a reply on the original questions on this IMPORTANT issue regarding the big problem with the claim screens?

Thank you

sherlocksgallery (54

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(7 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 11:31 AM

Hello Pinks,

Can be PLEASE have a reply on the original questions on this one?

Thank you
...

orange_cape_hides_.. (Private) View Listings

(6 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 10:24 AM

Please can we have an answer on the original questions? Those were not addressed.

Caped~ The information and writing contained in this post is the property of the named Ebay user who retains sole and exclusive rights without limitation which may not be granted to another without written permission.

sherlocksgallery (54

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(5 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 13, 2011 10:22 AM

alclark@ebay.com wrote:

Hi sherlocksgallery,

We are always looking to improve the current Buyer Protection process -- your thoughtful feedback is much appreciated.

We do not cover buyer's remorse within eBay Buyer Protection (unless the seller has authorized a return in writing). If you believe a case has been decided against you in error because the item was in fact properly described, we encourage you to appeal the decision. We also encourage you to appeal the decision if the item is not returned in the same condition in which you originally sent it.

When you appeal, please be sure to provide as much detail as possible. Since we cannot personally review the item, we rely on the information you provide to help us make the right decision.

Thanks again,

Lexie

Dear Lexie,

Please read my questions again. Maybe I was not clear. The seller would not need to Appeal anything if there was PROPER BOXES on the first claim screen for the buyer to check off the REAL REASON for filing the claim in the first place.

All you have is a SNAD BOX as a choice for the buyer to check off... right?

That is the point I am trying to make. Ebay only gives ONE CHOICE to the buyer when they file a claim. The buyer can file a SNAD... or the buyer cannot file at all.

There was MORE choices at one time in claims for the buyer to choose as to WHY they were filing a claim and WHY they wanted their money back.

The buyer would list the REAL REASON in the old ebay claim system. But there is NO BOX in this new Claim screen for a buyer to list WHY they are filing a claim.

Why does ebay only have ONE CHOICE for the buyer?

There is only ONE BOX for the buyer to check when they file a claim.

There is only ONE CHOICE for the buyer to choose from and that choice is SNAD.

Every ebay buyer is filing a CLAIM for a SNAD because that is the only reason offered by ebay to file a claim.

How come ebay took away the check off BOXES for WHY the buyer is filing a claim?

Most of the reasons are:
I changed my mind...
the item is the not what they expected...
they found the item for cheaper with another seller...
is the wrong color of blue...
the size 8 did not fit their size 10 body...
they wore it once to a party and have no need for it...
the hubby said they could not spend the money...
their dog chewed on it...
their child broke it...
it does not fit the room...
they dropped it in a lake while fishing and ruined it... etc etc etc.

If you have multiple choice boxes in the first claim screen for BUYER REMORSE reasons, then it will save a lot of time for both ebay and sellers.

Why does the seller have to collect evidence to show ebay the REAL REASON for the return? Why does the seller have to take all the time to file appeals on a SNAD when the buyer clearly changed their mind? .

This is an easy fix. All ebay has to do is to put MORE CHOICES for the buyer on the first claim screen?

Please reply as this is a BIG PROBLEM for all sellers.

50% of the SNAD claims would be denied by ebay if those other choices... such as "CHANGED MIND" box... was a choice offered to the buyer to fill out on the first screen in Claims... right?
...

teddy1@ebay.com (0) View Listings

(4 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 12, 2011 04:36 PM

Hi, feeferod - Yes, if a seller chooses to accept returns then that means accepting returns for any reason including buyer's remorse. This has actually always been the policy, but since there has been alot of confusion about it we're clarifying the wording for our sellers and our buyers now. If a seller doesn't want to accept buyer remorse returns, then s/he should choose "No returns accepted" and address any issues with items that are not as described on a case-by-case basis.

Teddy1
Clothing, Shoes & Accessories
eBay

feeferod (229

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(3 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 12, 2011 04:19 PM

alclark@ebay.com wrote:

We do not cover buyer's remorse within eBay Buyer Protection (unless the seller has authorized a return in writing).

Yet now "buyer's remorse" IS covered with the new "all returns accepted" policy? Why was the old "returns accepted" policy replaced with the "ALL" (unconditional returns) policy?

Sellers seemingly now have an "all or nothing" choice to make: why no middle ground, a 3rd alternative?

alclark@ebay.com (1) View Listings

(2 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 12, 2011 02:56 PM

Hi sherlocksgallery,

We are always looking to improve the current Buyer Protection process -- your thoughtful feedback is much appreciated.

We do not cover buyer's remorse within eBay Buyer Protection (unless the seller has authorized a return in writing). If you believe a case has been decided against you in error because the item was in fact properly described, we encourage you to appeal the decision. We also encourage you to appeal the decision if the item is not returned in the same condition in which you originally sent it.

When you appeal, please be sure to provide as much detail as possible. Since we cannot personally review the item, we rely on the information you provide to help us make the right decision.

Thanks again,

Lexie

sherlocksgallery (54

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(1 of 17)

Re: When will ebay add more reasons for the buyer to choose in the Ebay Claims

Jul 12, 2011 02:07 PM

Please... can I get a reply from a PINK on this issue?

Thank you
...

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When will ebay add more reasons for the buyer to choose in the Ebay Claims

When will ebay add more reasons for the buyer to choose in the Ebay Claims

When will ebay add more reasons for the buyer to choose in the Ebay Claims