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Best Way to Refund Buyer? Ebay misleading to sellers?

Discussion in 'Ebay' started by oatmeal, Apr 20, 2016.

  1. oatmeal

    oatmeal Regular Member

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    From my recent experience, I found that when refunding buyers,
    ebay is misleading to sellers. Here's what I mean:

    When you select "cancel transaction", it then asks you to chooses the reason why.
    You have 2 choices: 1) due to being out of stock or 2) buyer requested refund or shipping address problem

    If you choose option 1, you'll get a strike on your account and you may get your account banned, suspended for
    refunding the customer. Ebay doesn't tell you this with a subtle warning message before you select that option, so
    you would have to know this ahead of time. If you select option 2, there is no strike on your performance rating.

    My question is, what is the best way to refund buyers?
    Would refunding from the paypal account be better and safer than refunding on ebay's site? From my memory,
    when sending a refund back to a buyer in Paypal, they don't ask you for a reason. You can just send them a refund
    and there's no strike against your ebay seller performance rating.

    The last thing is, you can't just refund the buyer without telling them. You have to have it in WRITING that they
    requested a refund. So, you have to ask your buyer to please write back to me stating that you want a refund lol.
    That way in the future, if you call ebay to resolve something, they will look in your account and see that the buyer
    requested a refund in writing. If you just refund them without any evidence that the buyer requested it, they count that
    against you if you ever try to appeal anything.

    Just letting you know since I talked on the phone with them for 40 minutes and they tell me this now. I didn't know about this before.
     
  2. toml3030

    toml3030 Elite Member

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    Dude, read the eBay policy on what constitutes a defect. It's all clearly laid out there. Aren't you the guy who was complaining about how your buyers don't read your listing?

    No, do it through eBay. For one, you don't get your selling fees back when you just refund through paypal. And you can still get defects after refund for non delivery anyways.

    As I said above, READ THE EBAY RULES AND UNDERSTAND THEM before you try to ramp up sales there. The rules clearly state that a buyer initiated return will not hurt your account. This is actually a lot better for sellers than it used to be where ALL returns counted as a defect.

    Remember how you said your buyers are morons because they don't read the listing? eBay's thinking the same thing about you.
     
  3. oatmeal

    oatmeal Regular Member

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    There's a huge difference what I'm saying Tom.
    You always go back to the argument that I should have known the 100 policies and rules
    of ebay and while that is true, it's a lot more difficult for someone who is new to ebay
    or hasn't used it to know every single rule and policy that ebay makes.

    As I said, when you go to click "cancel transaction" and you have the 2 option to choose from, ebay SHOULD add a warning message to option 1 because that will risk banning you for a lifetime. I think that warrants a small pop up box or window that tells you that before refunding a customer.

    Whenever you go to any site, and you make a selection, there's usually a pop-up box that asks you things like, "are you sure?" or "visiting this site may pose a safety risk" etc.

    Ebay doesn't even have any of that. So, I refund all my buyers thinking I'm doing a the good thing, the right thing, and meanwhile ebay doesn't give you any warning or notification that you are getting strikes after strikes for selecting option 1.

    In my case when I said the buyers didn't read, I had it written IN THE TITLE. It was clearly in front of their eyes, so that is being fair. Ebay should at least warn sellers whenever they do something that is about to give them a strike, a warning pop-up or notification. I'm sure this would also motivate the seller to do everything they can to resolve and if the item is sooooooo cheap like a few pennies, then I bet we don't even bother to refund the customer because clearly now, it's better to just get a negative feedback then to get a strike on your seller performance rating.

    Everything in life has a policy or rule book somewhere, but 99% of people don't decide to take a day off of work to spend hours to memorize and read the 100 page book. I'm just saying, ebay should give a pop-up warning/notification. We get that everywhere else on the internet for doing silly things like checking emails even, but we don't get that for something that can potentially destroy your online business, income flow, and for lifetime? (not that I was making a lot of money but others that do).
     
    Last edited: Apr 21, 2016
  4. oatmeal

    oatmeal Regular Member

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    So basically, if you are going to refund your customers, SELECT OPTION 2 and NEVER OPTION 1. Just request the customer to request you for a refund in a message and refund via option 2.
     
  5. oatmeal

    oatmeal Regular Member

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    Here's another funny thing that ebay messages to you after your refund the buyer:


    You canceled an order from (buyer name), and we already notified them. You already refunded the buyer for this order, so you're all set. Thanks for canceling this order for the buyer.


    Ebay will thank you for doing a good thing for the buyer. They thanked you! lol
    Suuuuure, and they don't mention anywhere in the email that you just got a strike defect to your seller rating and you're about to be suspended for a lifetime. lol see what I mean? It's very misleading. A little warning or notification would help, even post-refund. You only find out later when you go to your seller performance rating (which in itself is pretty hard to find if you don't know about it......literally you have to find it, it's not posted in front of your eyes like the feedback score is).


    I've moved passed it, it was a learning experience the hard way a month ago, I'm now selling again on a very limited account but at least I can sell again. I just thought new sellers or returning sellers who might not know about all the new rules and policy changes, should be aware of.



     
    Last edited: Apr 21, 2016
  6. Dawgtown

    Dawgtown Junior Member

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    To answer your question always select option 2 so that, as toml3030 stated above, you get your seller fees refunded to you. Option 1 is only if you do not have the item available for sale and ready to ship. You should not have listings of items that are out of inventory, but sometimes this does happen. Brick and mortar stores will often list items for sale but a customer could come in their store and buy the item taking it out of inventory before they have time to remove the listing. If this is what happened in your case, you can explain this to eBay and they will work with you. If this happens often, then you are costing eBay money and they may decide to restrict your selling activity.

    EBay is very fair with both buyers and sellers. However, listing items that you don't have in inventory and can't ship isn't fair to the buyer. Since this unfair practice will require you to refund your customer, eBay is right in penalizing you. Each time that this happens, it costs eBay and PayPal money because of transactions fees, etc. that are lost in the process. It is common sense that this type of practice would be frowned upon and your seller account should take a hit. This is done to protect the integrity of the company and create a better shopping experience for buyers and sellers.

    Is eBay being unfair to sellers by not warning you of this refund option, I don't necessarily think so. I think it is a common sense business approach.
     
    Last edited: Apr 21, 2016
  7. toml3030

    toml3030 Elite Member

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    That's not true at all. The changes to the defect system were clearly laid out and explained in seller update a full 3 months before it was implemented. It's not eBay's fault that you are not keeping up to date with rule changes (rule changes which made it EASIER for the sellers btw) which eBay does twice a year in spring and fall seller updates. As I keep saying, eBay's not that difficult to navigate if you learn how it works. Don't make yourself the victim here.
     
  8. toml3030

    toml3030 Elite Member

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    If I understand his situation correctly the main problem with him was that he was charging 99cents to sell a link to where to really get the item and didn't disclose that in the title so eBay forced him to refund and had something like 17 of these in a short period. So the real reason why he as restricted was because he was violating eBay policy, not because he didn't refund the right way.
     
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  9. oatmeal

    oatmeal Regular Member

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    Yes it is Tom. I wasn't using Ebay 3 months ago. That's what I mean.
    I think that your solution to every argument in life about knowing and reading all the policies and updates is flawed.

    Even if everyone reads the rules and laws to everything in life, aren't people still going to make mistakes? Aren't people still not going to know the rules?

    Look at our societies, we have laws and rules to everything, yet people still make mistakes. You can't go around telling the world that if only they had studied the law and kept all 10,000 policies
    in the back pocket of their pant at all times, then the world would be perfect?

    If a food is being sold that has a potential carcinogenic ingredient in it, should it not be labelled on the can Tom? It should. But you are saying that the customer should have kept up to date on all the FDA rules and announcement, then that way, cans of food don't have to put any warning labels on anything.

    A simple warning or notification is a lot simpler solution Tom.
     
  10. cantonman

    cantonman Junior Member

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    Hello, from my experience, if you have any question about a transaction, contact Ebay and ask them how best to proceed before you go ahead on your own.