eBay appeal processed for item not received. Sellers beware of their "new policy"

Aceboy884 on 10/06/2014 - 16:44
Last edited 10/06/2014 - 16:45

I will keep it short and to the point with my vent

But having spent 2 hours on the phone with eBay.com (not au), I was told by the operator you cannot appeal a item not received case once the claim been escalated.

Their reasoning is that as a seller, you must ensure item show a delivered status in the tracking details before the claim escalated.

In my instance, the tracking showed the item was being processed at the post office at the time.

Now this is new, because essentially what the call operator telling me is,

  1. If you buy something on feebay. You are entitled to the product and refund IF it's not delivered within the estimated time frame.

  2. They will not consider your appeal. Even if you provide tracking information to show it is "delivered" after the decision been made in the buyer favor.

So if your delivery is late for whatever reason. You are potentially giving it away for free

I honestly don't believe this is true and I asked the operator to show me where I can find this in their T&C which she couldn't

But nevertheless my claim for appeal was denied. If this is true, there are seriously implication for fellow sellers.

Anyone have similar experience?

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Comments

  • plmko on 10/06/2014 - 17:00
    +1

    I think it's exactly as you say, once they've made a decision on an escalation whether automatic or manually reviewed, you can't appeal it. I once got scammed by a buyer who started an 'unauthorised transaction' process (which was sided to him in 1hr), I got an EMS delivery delivery confirm signed under the buyer's own signature and name exactly like his paypal name and I was still rejected.

    • Aceboy884 on 10/06/2014 - 17:58

      so what is the point of having an appeal process if you can't appeal?

      • plmko on 10/06/2014 - 18:46
        +1

        As in, once it's been escalated, you can't appeal. In other words you cannot appeal an appeal, pretty stupid in my opinion, most of the initial decisions are automatic or done by low level workers used to run-of-the-mill cases.

        To rub salt into your wounds, they refuse to let you speak to higher level managers unless you really really come down on them on the phone. However once they have an 'appealed' decision on you, they treat you like a criminal, really disgusting.

  • PissLUR on 10/06/2014 - 17:01

    why did you leave it so late to make an appeal to ebay?
    It should have been done before the case got closed and escalated.

    • Aceboy884 on 10/06/2014 - 17:57

      problem is the case was escalated before the delivery show it was "delivered"
      i appealed right away once that decision was made.

      • PissLUR on 10/06/2014 - 18:04
        -2

        You only need to show the receipt lodgement, it is not necessary to show that it was delivered.

        • Aceboy884 on 10/06/2014 - 18:32

          Unfortunately eBay.com have a different policy, where it needs to show it is delivered. not just sent

        • [Deactivated] on 10/06/2014 - 18:42

          What constitutes "receipt lodgement"? I've sent a few second hand games and all they give me is a receipt for the stamps. Do you mean if you have tracking all you need to show is the first step "received by Post Office xyz"?

        • Aceboy884 on 10/06/2014 - 18:51
          +2

          This is where eBay/paypal catches you,

          Australia post deliveries by default, do not have "notice of dispatch" showing the item was sent to the addressee.

          So the only way to prove you sent it to the right address is with a courier booking,

          Same goes for international post, even if you lodge it over the counter with tracking, they can bite your ass by saying, "yes you sent it, but it doesnt prove you sent it to the right person"

          For disputes with paypal AU, a proof of dispatch is sufficient, but if the claim made through ebay (any other than AU). then you are screwed.

          Unfortunately, sending it with stamps will not be sufficient.

        • plmko on 10/06/2014 - 18:56
          +2

          I don't sell with Ebay anymore, because my relations with them went sour. But a trick I used to do when people try to scam with with no delivery claims, I give Ebay a registered post number from another customer with a clear delivery notice. Might be a bit hard because I used to also do the complete photoshop of the delivery slip too.

          So sad that I have to be dodgy just to get justice in a dodgy system that can't even protect the hand that feeds them.

        • whodidthat on 10/06/2014 - 19:01

          "You only need to show the receipt lodgement, it is not necessary to show that it was delivered."

          That is only for domestic delivery.

          If claims are made via other ebay sites (ie ebay.com, ebay.co.uk, etc.,) then proof of delivery is necessary.

          Though I have disputed via FOS in the past and had funds returned.

        • Aceboy884 on 10/06/2014 - 19:21
          +1

          Very sad indeed. if it comes down to this…

        • grilledshrimp on 12/06/2014 - 10:19
          +1

          "So sad that I have to be dodgy just to get justice in a dodgy system that can't even protect the hand that feeds them"
          ^ Batman of ebay

        • Windows7forever on 12/06/2014 - 15:08
          +1

          +1 for the FOS. They have saved my hide from these bad guys a few times!

  • wbeer on 10/06/2014 - 18:13
    +3

    Feel for you OP, eBay is a monopoly and a law upon themselves.

    • Aceboy884 on 10/06/2014 - 18:44
      +7

      I've been selling on eBay since 2000, a good 14 years.

      I still remember on our first year, they were good enough to send me a calendar and a thank you card.

      Now every week i have to deal with their incompetent call op's because they don't read.

      • Azn310 on 12/06/2014 - 05:17
        +1

        They have forgotten all the work of all the sellers throughout the years that get them to where they are now.

        They have gotten to a point where new policies actually conflict with current policies. Eg. I was told I can edit the title of a 'Good til cancelled' within 2 hours of the item being auto-renewed by eBay (emphasizing its the only way). I patiently waited and waited til the item gets ended and renewed, and guess what, system won't allowed me to edit title. It was midnight, who to call but god?

  • hothed on 10/06/2014 - 18:20

    Escalate through pay-pal, if that was used as payment method.

    • Aceboy884 on 10/06/2014 - 18:32
      +1

      Unfortunately you can't because the dispute was made through eBay.com

      I want to know if we can get fair trading to step into this, even though the dispute related to eBay US

  • whodidthat on 10/06/2014 - 19:09
    +6

    ebay is definately getting wose (as far as treatment towards it's customers - the sellers - is concerned).

    If you ever get a claim via ebay Germany, you are absolutely stuffed. They are dreadful to deal with.

    I attended PeSA recently and tackled a number of ebay staff. Not one of them could help me with my questions. 2 of them took down two pages of notes "to get back to me on".
    I received a call late this afternoon regarding some of those questions/notes. They were still hopeless.

    I have been registered with ebay since 2000, selling most of the time. They started going downhill in 2006.

    Amazon is gradually rolling out Australian coverage for a lot of items, I'm just wondering if that will help (though they're not easy to sell through either). They have knocked the wind out of ebay in America.

    I do have a contact in ebay.com if you would like to message me, I can let you know how to contact him.
    Can't hurt to try.

    • Aceboy884 on 10/06/2014 - 19:17
      +1

      Thanks, i will try and call again tomorrow.

      Hopefully be able to speak to someone else, but if all fails. I will shoot you a PM.

      • whodidthat on 10/06/2014 - 19:18
        -1

        Good luck, so called customer service is useless (& I told them so, LOL).

  • [Deactivated] on 10/06/2014 - 19:12
    -6

    A lot of scare mongering going on here. Just read the PayPal page AUS
    https://www.paypal.com/au/webapps/mpp/security/sell-shipping…

    What is proof of shipment?

    For sellers, we require proof of shipment from you if a buyer files a chargeback or reversal for an unauthorised payment, or if the buyer claims the item wasn't received.

    For buyers, if you file a claim for a 'significantly not-as-described' item, we may require you to ship the item back to the Seller. You will be required to show proof of shipment.

    Buyers and sellers, at the very least, must provide documentation that includes the date the item was sent, plus one of:
    •An official acceptance by the shipper, such as a postmark or online status (status that shows the item was delivered is also acceptable)
    •The recipient's delivery address showing at least the state, city and postcode (or international equivalent)
    •A receipt from Australia Post showing at least the recipient's suburb, city or postcode (or international equivalent)

    Examples of proof of shipping include the following:
    •A copy of the shipping receipt that includes the buyer's delivery address. You can get this from Australia Post's Registered Post and Australia Post's Registered Post International, or
    •For Australia Post eParcel customers, a copy of the consignment information page which shows buyer's address and the online tracking code that can be used to confirm delivery - showing at least the state, city and postcode (or international equivalent) or
    •A shipping code that PayPal can use online to view the shipping status and the eBay Buyer's delivery address - showing at least the state, city and postcode (or international equivalent). You can get this from TNT, DHL, FedEx, Skippy Post and other carriers, or
    •A receipt issued by the carrier that is signed by the recipient acknowledging delivery

    • whodidthat on 10/06/2014 - 19:17

      That's all well and good & I have that covered (even for "untracked" items) but that is only for Australian mail.

      The OP's claim is via ebay.com, a different kettle of fish.

      • [Deactivated] on 10/06/2014 - 19:27
        -1

        I know just making the point about the Aus situation, not all hope is lost

        • Aceboy884 on 10/06/2014 - 19:46

          I'm sure ebay want to get their way if they can,

          in practice they are not providing any insurance to seller.

  • here2rock on 11/06/2014 - 07:44
    -8

    Read the rules, no need to cry out loud because you did not understand them. Use eBay''s postal services where possible.

    • Aceboy884 on 12/06/2014 - 17:47

      eBay don't run a postal service….

  • Typical16-bitEnjoyer on 12/06/2014 - 02:04
    +2

    Why are people replying with crap?
    READ before you post.

    Feel sorry for you OP. Exact reason why I refuse to send overseas nowdays.

    • dd22qq on 15/06/2014 - 14:34

      Why are people replying with crap?

      Because it's the internet.

  • txb on 12/06/2014 - 15:21

    Did you get a signature on delivery? Things over $300? I think need an autograph + delivery confirmation.

  • JayCeeJay on 13/06/2014 - 11:16
    +1

    Paypal and ebay just suck — one are the same ever since they were created there is so many different transaction with so many loopholes.

    e.g. a seller sent a fake tracking number only after 3 calls, 10+ emails to tell them TEST the tracking number. They just closed it in their favor, then I had to get it open again and FINALLY got ONE of the many incompentent staff to read and test out after further escalation that it IS FAKE. So much frustration time wasting and money wasting.

    But we still keep using feebay. Why? cos its BIG and lot of people look at it. It has SOME form of security and peace of mind, but that 1 out of 5? or probably 1 of 3 these days that make your life a living hell.

    Go gumtree, or maybe I should make a new freebay!?

    • whodidthat on 13/06/2014 - 19:12

      Gumtree belongs to ebay too.

  • AMLagonda on 15/06/2014 - 02:25

    Ebay ownz you all…. really have you seen the list that ebay owns :o

  • BEKLEI on 15/06/2014 - 07:14
    +1

    I am surprised to see that people still sell on Ebay to be honest. Whenever I look for anything (from pet items to textbooks, electronics and even kitchen items) it's all businesses, mainly in China. In fact, I rarely even look at Ebay these days. Gumtree is my goto site, or Facebook buy/sell groups. I gave up selling on Ebay about 8 years ago and gave up buying on there about 2 years ago. I got ripped off by a buyer once and it was one time too many; not to mention the triple dip on fees.

    Anyway, no help. Just my 2c.

    • Windows7forever on 17/06/2014 - 11:22

      I gave up on ebay this year after they blocked my pp account and gave me hell trying to unblock it. The increased sellers fees and draconian policies against sellers has made me run away for good.

  • Aceboy884 on 17/06/2014 - 10:22

    Here the official reply from [email protected]

    Seller beware,

    If it is delivered after the case is closed, the appeal would be denied.

    On 17 June 2014 08:00, facebook ebay <[email protected]> wrote:
    Hi Leon,

    Thanks for reaching out to us on Facebook.

    In reviewing the case, it does look like the correct decision was made.

    With our policies, we will grant an appeal if the item was delivered prior to the case being closed. If it is delivered after the case is closed, the appeal would be denied.

    This is because of the time frame that we require buyers to wait before being able to open a case. A buyer has to wait until after the estimated delivery date to file a case.

    In this one situation, I will go ahead and issue you a refund for the transaction. Just know that going forward, we will not grant an appeal unless the item was delivered before the case was closed. You will see the refund in your PayPal account within the next 48 hours.
    Jessica F.
    Untitled

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