eBay Opended Cases

soolin

campdave wrote: »

In either of those cases I'm not sure why the buyer would escalate the case. From my understanding, it's only if they use the "I haven't received my item" or "Item not as described" options that cases are opened, and again, why a buyer would use either of those options for the messages you've mentioned doesn't make sense (though with buyers, anything is possible).

Again only according to the power seller thread, they have to choose an option to email the seller and 'other' for some reason is not immediately apparent. Virtually any other of the headings opens a case.

I haven't opened a case so can't say what screen the buyer actually sees. However several sellers have reported having these basic cases opened with quite mundane questions.

If the buyer tries to close the case they see a warning that says it should not be closed until they have either their item or a refund. So the buyer s stuck, do they close the case and risk not being able to open another if their goods don't arrive, or do they leave it open as a safety net.

RFW

soolin wrote: »

Again only according to the power seller thread, they have to choose an option to email the seller and 'other' for some reason is not immediately apparent. Virtually any other of the headings opens a case.

I haven't opened a case so can't say what screen the buyer actually sees. However several sellers have reported having these basic cases opened with quite mundane questions.

If the buyer tries to close the case they see a warning that says it should not be closed until they have either their item or a refund. So the buyer s stuck, do they close the case and risk not being able to open another if their goods don't arrive, or do they leave it open as a safety net.

That looks like what happened to me yesterday, buyer was quite confused and initially I was fuming why I had a dispute open for something trivial.

campdave

soolin wrote: »

Again only according to the power seller thread, they have to choose an option to email the seller and 'other' for some reason is not immediately apparent. Virtually any other of the headings opens a case.

I haven't opened a case so can't say what screen the buyer actually sees. However several sellers have reported having these basic cases opened with quite mundane questions.

If the buyer tries to close the case they see a warning that says it should not be closed until they have either their item or a refund. So the buyer s stuck, do they close the case and risk not being able to open another if their goods don't arrive, or do they leave it open as a safety net.

I glanced through the thread last night, and it all seems cack handed. The seller update says cases should only be opened when a buyer clicks on item not received or not as described, so perhaps there are teething issues the same way as the flags where showing on opened cases on the dashboard last month.

I wouldn't have any problem with a buyer leaving a case open until they had received their item or refund, and from my experience, most buyers are happy to be patient and give the seller time to resolve issues. Maybe others have different experiences, but that's what I've come across.

the_lunatic_is_in_my_head

soolin wrote: »

There is an interesting thread on the power seller board that says all buyer questions asking about delayed items now get turned into cases. However ebay are apparently categoric that these do not count against a seller but do count
against the buyer.

They don't "count" against the buyer as such, but if reported for abuse eBay will easily be able to consider how many problems the buyer has had compared to how many purchases they make.

soolin wrote: »

buyer emails the day after posting to make a simple comment like 'thanks for posting so quickly' or ' if I like this can I order another direct from you? (Both of which I had in the past week). the contact us button turns those into cases.

They only turn into cases if the buyer use the header "I haven't received my item" or "item is not as described". Buyers using these headers for a simple question are a pain and I look forward to it stopping.

mizzbiz

I have just been caught out by the new rules. My purchase is in terrible condition, despite being described as excellent condition(!), so I wanted to contact the seller first to ask for an amicable refund before opening a PayPal dispute, as I heard it was better to go through PayPal than Ebay if you want a refund. Imagine my surprise to find out I had opened a case inadvertently and now can't dispute through Paypal. Ebay are going to force disgruntled buyers to go straight through Paypal without ever even contacting the seller to let them know there is a problem. Shocking.

mizzbiz

campdave wrote: »

In either of those cases I'm not sure why the buyer would escalate the case. From my understanding, it's only if they use the "I haven't received my item" or "Item not as described" options that cases are opened, and again, why a buyer would use either of those options for the messages you've mentioned doesn't make sense (though with buyers, anything is possible).

The problem with this is the buyer will have to close the case because there is no case. This then makes them ineligible for buyer protection if there later turns out to be a problem.:mad:

The whole system is bonkers.

the_lunatic_is_in_my_head

mizzbiz wrote: »

I have just been caught out by the new rules. My purchase is in terrible condition, despite being described as excellent condition(!), so I wanted to contact the seller first to ask for an amicable refund before opening a PayPal dispute, as I heard it was better to go through PayPal than Ebay if you want a refund. Imagine my surprise to find out I had opened a case inadvertently and now can't dispute through Paypal. Ebay are going to force disgruntled buyers to go straight through Paypal without ever even contacting the seller to let them know there is a problem. Shocking.

The point of the change is so if you make a complaint (INR or SNAD) it's all officially recorded.

I'm not sure I follow the logic that because you've been forced into opening an eBay case buyers will be going to Paypal instead? but hopefully sometime in the future a Paypal case won't be an option for sales covered by eBay Buyer protection as the option isn't needed.

mizzbiz

the_lunatic_is_in_my_head wrote: »

The point of the change is so if you make a complaint (INR or SNAD) it's all officially recorded.

I'm not sure I follow the logic that because you've been forced into opening an eBay case buyers will be going to Paypal instead? but hopefully sometime in the future a Paypal case won't be an option for sales covered by eBay Buyer protection as the option isn't needed.

I will explain:
I want a refund. I researched a little on whether it was better to open a dispute through Ebay or file a chargeback through Paypal. The consensus was that Paypal was the better option. So I decided I would message the buyer first, and if they were not forthcoming, I would charge back through Paypal. Instead, I find I have opened a case in Ebay by contacting the seller and thus am precluded from opening a Paypal case.
I agree you should dispute through ebay as that is the trade platform, however, I was miffed to find that Paypal were apparently better and i had the choice taken away from me by Ebay. Hopefully this is all moot because Ebay are going to refund me anyway!

My point being, that if I don;t get a refund but could have had one via Paypal, in future, I will skip the 'negotiation through ebay' part and file an immediate dispute through paypal. First ever dispute so if I have my wires crossed, that's why.

zerog

the_lunatic_is_in_my_head wrote: »

They don't "count" against the buyer as such, but if reported for abuse eBay will easily be able to consider how many problems the buyer has had compared to how many purchases they make.

Is this true?

I'm not sure whether I should open cases or not as I currently have 8 INR items in my purchase history.

- 3 are definitely scammers (£50-£100 each), no response, no tracking provided despite saying SD/RD, and other buyers have since left negs
- 3 were lost in the post without tracking (1 seller refunded £4 without case, 1 seller refunded £2 with case, 3rd is £2 and haven't contacted because I don't want a case to be opened)
- 1 is still up in the air as seller hasn't responsed to messages after 2 days, but appears genuine from feedback
- 1 is the item from the US which I asked about in another thread, and a case opened when I messaged the seller.


If I have too many cases will ebay decide not to refund me from the scammers (who have probably stolen someone's bank account or spent my money already), or do they look at each item independently and if there is no proof of receipt they will always refund?

the_lunatic_is_in_my_head

zerog wrote: »

Is this true?

I'm not sure whether I should open cases or not as I currently have 8 INR items in my purchase history.

- 3 are definitely scammers (£50-£100 each), no response, no tracking provided despite saying SD/RD, and other buyers have since left negs
- 3 were lost in the post without tracking (1 seller refunded £4 without case, 1 seller refunded £2 with case, 3rd is £2 and haven't contacted because I don't want a case to be opened)
- 1 is still up in the air as seller hasn't responsed to messages after 2 days, but appears genuine from feedback
- 1 is the item from the US which I asked about in another thread, and a case opened when I messaged the seller.


If I have too many cases will ebay decide not to refund me from the scammers (who have probably stolen someone's bank account or spent my money already), or do they look at each item independently and if there is no proof of receipt they will always refund?

eBay are still very pro-buyer as it were, the first 3 would look bad on the seller's side as you won the cases without any comms on the cases. With the others I don't think you'd have much to worry about, particularly if you buy a lot.

The new system is about setting standards for resolution rather than counting anything against you as a buyer but it also aids sellers as a lot of career INR/SNAD buyers are getting refunds/replacements under the radar.