Ebay.com CS have unfairly closed my SNAD case so what to do?

ilovegreyhounds

Really hoping someone can help as I'm fuming! Apologies up front for the length of the post!

Opened a SNAD case after receiving a pair of ASH hi top trainers that were described as used but when received were actually fit for the bin as they had been used so much! They were abysmal. I didn't see anywhere where I could attach photos for CS so I said in the text that I was happy to provide photos to prove the state they're in.

The seller replied saying she thought I was exaggerating (I sooooo am NOT!). I replied stating why I wasn't. She also said “I did not describe the condition of the boots but felt that the 99p start bid reflected the fact thatthey were reasonably used as the original price was £140.” (To me this is her admitting they were more than just 'used'). I was going to ask CS to intervene and make a decision if she hadn’t replied within 24 hours. Went out yesterday morning and when I got back I found that within half an hour, she had referred it to Ebay CS (I wasn't even aware the seller could do this when the buyer opened the claim) and they had decided in her favour and closed the case??!!

This is how she described them:

ASH TRAINERS HIGHTOP STYLE WITH SIDE ZIP. SIZE 6
CLAY/NUDE COLOUR.USED.

This is Ebay CS response:

Based on information provided in the case, the item you receivedmatched the seller's description but you no longer wanted the item. eBayBuyer Protection doesn't cover situations where an item is accuratelydescribed.

What have I missed here?! What 'information' are they referring to as I have never said this?! I have no problem with them making a decision based on fact or where it is ambiguous but they clearly have not read what I have to say and appear to have taken her at her word that I have somehow suggested I simply changed my mind. Why would they do this when her F/B now stands at 94% because other people have had the same issues as me? (Why oh why didn’t I read her f/bfirst?! I am kicking myself for that little slip up).

So I called CS. The lady there said because it's via Ebay.com (I bid via Auction Sniper and have been told on the Ebay help forum that this is why it has been referred to the .com site) she can't intervene but will send amessage to them advising I'm not happy and that I intend to appeal. I completed the appeal form yesterday but again, there was nowhere for me to attach photos? Surely without photos it's my word against hers?

I just don’t believe they actually read anything you say as I gave them an exhaustive list of what’s wrong with the boots but it obviously didn’t make any difference. Do EB just blindly come down in favour of whoever asks them to intervene? Because that's the way it seems as there is no logic to what's happened?

Needleless to say I’m not holding out much hope that 1.this ‘appeal’is just an empty gesture on Ebay’s part, 2. They will contact me and ask for photos, 3. They will even exercise a bit of common sense. 4. They will admit they made a mistake.

Frankly I'm horrified at this whole situation. What is the point of 'protection cover' and making a claim if they patently don't read what's written, don't contact the buyer for more info or photos and obviously don't give a damm about right or wrong? I'm an avid Ebay buyer and seller but thishas left me feeling nauseous. I don't know who I'm most annoyed about either.This horrible individual with no morals or scruples or Ebay for giving me a false sense of security that sellers like her would be dealt with appropriately when uncovered and that I wouldn't be out of pocket. It's just a sham and a farce.

So, this post is part warning and part question. What options are open to me when and if (yeah, right!) Ebay turn down my ‘appeal’? Where do I go from there to get redress for the £50 I’ve wasted on a load of old tat?

Massive thanks for taking the time to read this and hopefully respond.

oldone_2

At the very least leave a negative and DSR stars of 1 for item as described.

Taadaa

You could try calling them but I doubt this would work at this stage. Have you opened other SNAD cases by any chance, or returned a lot of items? I'm not trying to judge you, just wondering why they have reached this decision as to be frank it is practically unheard of for the buyer to lose a SNAD case. They can claim it's SNAD even when it is exactly as described and get their money back, sometimes without even having to return the item. Was she a small private seller?

ilovegreyhounds

Hi Oldone. Yes I've already done that and to quote "Disgusting, filthy & only fit for the bin. Refused refund so opened a SNAD case" and gave her 1 star for each option. Knowing my current luck though, there's probably grounds for her to get it removed....

Hi Taadaa. Nope, no other recent SNAD cases (there was one earlier in the year but that was my first and only) and no, not returned any items! I am at a complete loss as to why they've done it and based on what? The girl I spoke to at Ebay.co.uk CS was at a loss too and apologised for not being able to intervene. It is a complete mystery.

Yes, she's small private seller.

I know I'm probably not supposed to but when this is over I'm going to email her and tell her what I think of her. I will also do the same to Ebay.com. I just can't settle because I'm so churned up at the unfairness of it all. I'm snapping at my kids because I'm so distracted by it.

Incidentally, does anyone know Ebay's company registration no?

purple321

I think the fact that the condition wasn't actually mentioned means they weren't technically SNAD and may be why it's been closed. I personally never bid on anything that doesn't mention what condition it's in or I contact them and ask first, unless its something very cheap. I do feel for you though and it's unfair that you've lost out.

ilovegreyhounds

Hi purple321. Yes I did wonder that too - in the absence of another reason for CS actions. If that's the case though, it should send massive warning bells and shock waves to innocent buyers who think Ebay will protect them if they end up with a pile of sh!te. It would be basically a 'get out of jail' free card. Don't describe it and you can't be held to case for it!

I was of the - obviously naïve - opinion that if something had damage/marks/blemishes etc it had to be mentioned in the description. So if for example I buy a used necklace and when it arrives, the clasp is broken - I can then return it as it wasn't described as such. Surely that's the whole point of Ebay's supposed buyer protection scheme? Or maybe not, maybe it just depends on who you speak to in CS on 'the day'?

Even more chilling. In the exchange with her through the resolution centre, all of our messages to each other are listed in chronological order with full content but then where it says "The seller has escalated the case to CS" - there is no information. No statement from her, nothing. So does that mean that she hasn't even provided any further information? It kind of makes the whole process a complete and utter sham. Like I say, I don't know who I'm more annoyed/frustrated/upset with, her or CS!

theonlywayisup

ilovegreyhounds wrote: »

Hi "Disgusting, filthy & only fit for the bin. Refused refund so opened a SNAD case" and gave her 1 star for each option. Knowing my current luck though, there's probably grounds for her to get it removed....

That is breaching policy and grounds for removal.

ilovegreyhounds

theonlywayisup wrote: »

That is breaching policy and grounds for removal.

Oh cripes, why?

forgotmyname

You cannot mention disputes. See the underlined text.


Miss that out and your OK. Add smelly?

Taadaa

Yes you need to revise that asap if you can. References to investigations or cases are not allowed.

And i advise you not to contact her, but if you do, she can report you for anything that could be seen to be threatening and any profanities.

ilovegreyhounds

Thanks for the advice taadaa and forgotmyname. Had a look and can't revise. Hopefully it will get overlooked....

I won't have to resort to profanities or use threatening or intimidating language. There are enough clean adjectives available to let her know what I think of her. I need to get it off my chest and I'm afraid she's going to hear it. I have her personal email address so I can just send it to that.....nothing to do with Ebay.

Worst case scenario is I get barred from Ebay. You know what? I don't really care as I think I've had my fill of it after this experience. As usual it's the minority that spoil it for the majority.