Customer Service | Zoli's Blog

By: Zoli Blog  09-12-2011

The day the new Kindle was announced I sold my trusted old Sony e-Reader on eBay.  To my surprise it got bought within an hour of listing it, with the Buy Now option. I figured this was urgent for the buyer, so I did what good sellers do: rushed to ship it the same day.  What a mistake… I should have lazily sat on it…

  • He maintained it was all UPS’s fault and would not pay any more for shipping
  • I maintained I had not been part of communication between UPS and him, if he thinks UPS was wrong, he should not try to hold me accountable

me: do you have access to UPS tracking info or should i paste here?
eBay: You can paste it here. Has he file any case yet?
me: no, he has not filed. frankly, i am sick of being threatened and i wanted to open a case but discovered sellers can not.
eBay: That is correct in this case seller’s cannot file a case but in this situation you as a seller already did your part we just need the tracking.
me: so should i just wait till ha pays the new shipment? i mean it is his item now but sits here in a box
eBay:  Yes…Ok I have noted the tracking number & if he files a case just respond with the tracking number so our Resolutions team can see it. Like I said you did your part as a seller.

(Obviously this is a shortened version of the full transcript which I have on file)

  • - I did everything I was supposed to, as Seller
  • -  Buyer did not, and had no case

Talk about case, the very title of the case is fraudulant: “Item not received”  – or I guess technically it is correct, since it does not say “not sent” . just “not received”, whether it was in buyer’s intention or not

I am deeply disappointed.  Perhaps naively, but I expected a reasonably unbiased review of the case.  eBay is a market, and as such it needs both buyers and sellers.  But now I am led to believe their Resolution Center process is nothing more than a rubberstamp for buyers.

Now I am at a financial loss in a number of ways:

  • lost the original purchase price
  • market conditions changed (new readers appeared on the market, mine is less sellable
  • I had to pay for the original and return shipment

To top it all, buyer is now out defaming me with a bogus eBay feedback:

tried to cheat me out of my money ebay stoppeTo d him the worst seller. bad ebayer

Ouch.

Conclusions:

  • Buyers: A deal is not a deal. If you have buyers’ remorse, just don’t accept delivery, then file an “Item not received” claim, eBay will side with you
  • Sellers: You’re at risk.  Check out Craigslist.
  • Myself: Wise up.  Read Bob Sutton’s book again.

Update: Buyer’s account is no longer active with eBay.  Why am I not surprised?  But I am stuck with the defaming feedback, and simply don’t have the time to start with eBay beaurocracy again:-(

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