Changing an ebay case type

GamerInfo

Can an Admin Please Delete this thread as no longer needed

soolin

GamerInfo wrote: »

I bought an item last month, november (earphones) from ebay (they were listed as brand new and sealed - which i can confirm upon receipt of them they were). However i didn't open them till yesterday as they were bought as a present for someone. However they are defective (the included ear bud replacements looked warped/wrinkled and look like they have sustained some sort of chemical reaction).

I haven't bothered contacting the seller as they are a private seller - instead i have opened a case via ebay - however this is where my problem has started.

It wasn't until the seller came back with a tracking number and questioned my motives for opening the case when i realized ive opened the incorrect case type. Instead of opening an item not as described case ive accidentally opened an item not received case.

I phoned ebay earlier to ask whether i could change the case type as ive made a mistake and they've told me they are unable to change the case type as the seller has already uploaded/input tracking info and have told me i have to wait the 8 days till the seller escalates the claim and i will have to put in an appeal.

Ive explained i made a mistake in the case selection type, but they are insisting there is nothing they can do. As the item tracking shows it as being delivered im sure im going to lose the case.

Please help - what should i do?

Yes you will lose the case. However it is possible to change to a SNAD claim but perhaps the ebay CS suspected you were a scammer as a) you have made no attempt to contact seller first and just hit them straight with a defect and b) you 'mistakenly' opened an INR which luckily for seller they can defend with a tracking number.

As a seller I would do everything I could to defend a SNAD claim where buyer has item for a couple of weeks and opens an INR with no contact beforehand, and then when I upload Tracking tries to change it to a SNAD claim. If you do manage to change the case I suspect you will probably win by default , if you do then watch the time frame for return as with ebay ignoring Boxing Day you may well have a very small window in which to get item back to the seller in order to get your refund.

theonlywayisup

How many cases do you think are open at any time? Cases are as automated as possible. INR is the easiest for automation. The likelihood of anyone bar you or the seller reading it is nil.

The seller has done the right thing and added tracking to protect their account and win the case.

If the case hasn't been escalated, I suggest you start to close it, as you close it you should look for an option to change the case to a SNAD. If it doesn't appear, leave it open and wait for the seller to escalate it. Hopefully they will know to escalate it, to remove the defect you've given them.

Message the seller to explain and then wait for their reply. You will be able to open a SNAD but only do that if the seller doesn't respond/refuses to act.

makeyourdaddyproud

soolin wrote: »

... a) you have made no attempt to contact seller first and just hit them straight with a defect

I can tell you out of the 6 initial queries on purchases i've made which had a problem, zero have responded. eBay in 2000 - 2008 ish you would have decent response but a saturated market with sellers' margins eroding has made the eBay buying experience soulless and unsatisfying.

I ALWAYS raise a case first: it can't be ignored by any seller, and should the default initial action on EVERY case.

You can guarantee response this way, since sellers know for all other queries, a small percentage of them might give up, which is what they hope.

Why even bother with the contact a seller form: eBay obviously don't want people using this form: it's not easy to find on the selling page link (buried at the bottom), and they employ a captcha, to send a message. And that's even if you aren't unlucky to get the "Unfortunately, due to the high number of emails this seller receives, they aren't able to respond to your specific question right now." message.

Even after the hops above, they seller still might not respond - looking for that odd person to give up, meaning you are forced to open case later than you should, delaying your refund.

theonlywayisup

makeyourdaddyproud wrote: »

I can tell you out of the 6 initial queries on purchases i've made which had a problem, zero have responded. eBay in 2000 - 2008 ish you would have decent response but a saturated market with sellers' margins eroding has made the eBay buying experience soulless and unsatisfying.

I ALWAYS raise a case first: it can't be ignored by any seller, and should the default initial action on EVERY case.

You can guarantee response this way, since sellers know for all other queries, a small percentage of them might give up, which is what they hope.

Why even bother with the contact a seller form: eBay obviously don't want people using this form: it's not easy to find on the selling page link (buried at the bottom), and they employ a captcha, to send a message. And that's even if you aren't unlucky to get the "Unfortunately, due to the high number of emails this seller receives, they aren't able to respond to your specific question right now." message.

Even after the hops above, they seller still might not respond - looking for that odd person to give up, meaning you are forced to open case later than you should, delaying your refund.

Thankfully not all buyers are like you.

soolin

makeyourdaddyproud wrote: »

I can tell you out of the 6 initial queries on purchases i've made which had a problem, zero have responded. eBay in 2000 - 2008 ish you would have decent response but a saturated market with sellers' margins eroding has made the eBay buying experience soulless and unsatisfying.

I ALWAYS raise a case first: it can't be ignored by any seller, and should the default initial action on EVERY case.

You can guarantee response this way, since sellers know for all other queries, a small percentage of them might give up, which is what they hope.

Why even bother with the contact a seller form: eBay obviously don't want people using this form: it's not easy to find on the selling page link (buried at the bottom), and they employ a captcha, to send a message. And that's even if you aren't unlucky to get the "Unfortunately, due to the high number of emails this seller receives, they aren't able to respond to your specific question right now." message.

Even after the hops above, they seller still might not respond - looking for that odd person to give up, meaning you are forced to open case later than you should, delaying your refund.

I'm surprised you don't find the contact seller button easy to find, it is pretty obvious on the purchased page or on the listing.

As a seller that does respond to questions where buyer has an issue, any buyer that goes straight to a case gets very little help from me. I do exactly what I have to do, but no more, and in cases of INR will often wait a few days before refunding. Once I have a defect there is no point in going out of my way to assist a buyer.

Also, with the way ebay is set up you give sellers no chance of offering a replacement. If buyers contact me (and most Buyers seem to find the contact button without an issue) I can at least offer a refund or a replacement and work with the buyer to offer a solution they prefer.

Still, each to their own and at least by opening cases a buyers account gets marked and ebay take note of high percentage claimers.

makeyourdaddyproud

soolin wrote: »

As a seller that does respond to questions where buyer has an issue, any buyer that goes straight to a case gets very little help from me. I do exactly what I have to do, but no more, and in cases of INR will often wait a few days before refunding. Once I have a defect there is no point in going out of my way to assist a buyer.

If that's what you do then good for you. Unfortunately for the good sellers, bad ones are turning the experience into a FFA: miscommunication, dropshipping, damaged goods, resealed items as new, all eventually conspire to increase the rate in which buyers are holding substandard items, or those misdescribed. This has become endemic since about 2008 when I started mass purchasing for a period house refit - £32k of ebay purchases in one year - white goods, building materials and architectural salvage.

I have had to carry the can for quite a few purchases which turned out later to be defective (too late to make a claim), and judging by the 6 cases i've raised, now I am an unwanted marked account holder?

soolin

makeyourdaddyproud wrote: »

If that's what you do then good for you. Unfortunately for the good sellers, bad ones are turning the experience into a FFA: miscommunication, dropshipping, damaged goods, resealed items as new, all eventually conspire to increase the rate in which buyers are holding substandard items, or those misdescribed. This has become endemic since about 2008 when I started mass purchasing for a period house refit - £32k of ebay purchases in one year - white goods, building materials and architectural salvage.

I have had to carry the can for quite a few purchases which turned out later to be defective (too late to make a claim), and judging by the 6 cases i've raised, now I am an unwanted marked account holder?

I believe it is done on percentages, so if you are a high number buyer 6 cases is probably nothing. I recently mentioned on here having to open 2 cases within a week, one on a Chinese seller and one on a UK seller and many people warned me then that the 2 cases could trigger a warning about losing buyer protection- luckily I buy huge amounts of stuff (I buy for an organisation as well as for myself) so 2 cases in a week was probably peanuts percentage wise.

Those that have been warned by ebay say it is made clear to them that they have exceeded what ebay consider 'normal', they have either received an email saying that due to their buying habits they will no longer be protected by eBay's buyer protection rules so they need to be mindful of that should they buy more things. Others have said they get a pop up box when they buy something to say they won't have ebay buyer protection.

Amazon just ban people without warning.

makeyourdaddyproud

I haven't had such a warning. Perhaps my volume afforded the better side of eBays radar, I don't know.

Perhaps there should be a scheme to enforce (or at least penalise) poor response from such sellers. The DSR isn't really enough, as they can do well on shipping but badly on communication so the counterbalance leaves them with no incentive to follow up on a bad experience.

Believe it or not, I have had no response from sellers when I have used the CS form, and at a point that could lead to a sale. When I asked if a DVD was sealed recently, I had no response yet the stock count was clearly going down for the same item! Work that one out...

theonlywayisup

It never ceases to amaze when people have such a poor buying experience and yet they continue to buy.

theonlywayisup

GamerInfo wrote: »

UPDATE:

The Item Not Received case was closed in the sellers favour - so my question is: what are my options now? Can i open a Not as Described case via ebay, can i open one in paypal?

Have you been in touch with the seller (other than by opening your INR case)?

If not, get in touch FIRST.

Then, if you get no response, open a SNAD on Ebay. If you open it on Paypal you will have to pay to have the item returned to the seller.