An open letter to eBay regarding their ridiculous new defect policy. my account has been in good standing on ebay for a very long time. we have never not issued refunds, never not paid for items that we bought. we have followed the rules and we have offered good customer service. here are examples of things that show up as defect under your new system: buyer moves, forgets to change address, opens not received case when the item shows up at their old place buyer buys screen for ThinkPad T400s. Buyer has ThinkPad T400. Buyer assumes, stupidly, that T400s is the plural of T400 and not a specific model of ThinkPad. the screen has a different style of connector and the connector is in a completely different place. T400s has it on the front bottom of the screen, T400 has it on the back top of the screen. the buyer bought the wrong part, due to lack of due diligence. this shows up as a defect. buyer loses track of who they bought what from. opens a dispute, includes a photo of the box, you can clearly see that the label is from a different company with a different address in a completely different city. my co-worker had to spend about 1 hour on the phone with you guys to get this ironed out so the defect wouldnt show up even though the buyer closed the dispute on their own accord. buyer opens 3 simultaneous disputes on 3 laptops. the email record shows that the buyer wants to return them because they didnt read the listing where cracks in the chassis were mentioned and clearly photographed (i take high res photos). buyer then changed his tune and said not as described in the dispute, contrary to what was discussed in message center. of the 3, you guys found in the buyers favor for 2 but in my favor for 1, even though the 3 disputes were literally exactly the same. these count as defects even though the buyer never returned the machines and used abusive language throughout the dispute. I could go on, but you get the picture I am sure. I am a good seller, I am an honest seller. I have good relationships with many folks across the country who I have met on ebay. Many times, its when things dont go as planned that a seller gets to show their true colors and shine through a bad situation by going the extra mile to make things right. eBays new policies discourage this. Now my money is all tied up and I cant even issue a refund to a good customer of mine who is entitled to one due to the hold being put on my money in paypal, even though I have never failed to meet my financial obligations. Sure, I can transfer funds back from my bank or from one of my other co-workers paypal accounts, but seriously? If i cannot issue a refund with the funds on hold, what is the hold for, exactly? This is nonsense and I intend on telling every buyer who needs a refund why, exactly, they will not be getting one in a timely manner.
Posted on: Wed, 23 Jul 2014 21:56:43 +0000
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