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Karen

Karen

3 years ago

Now, I mostly dropship from very reliable suppliers with good return policies, and never list an item that I can’t afford to lose. That said, I have never yet lost a case; I’m very nice to the claims department, but I’ll fight bad buyers like a wildcat every time. This is not just for me, but also for other sellers who might be scammed by the same buyer. I also treat good buyers like royalty.

lorraine

lorraine

3 years ago

Can you give some advice as to how to fight the claims department. I am currently facing this now.

Nick

Nick

2 years ago

1. detailed recodings of the items you sell
In example, every and I mean every item I sell prior to sending is fully photographed. and sometimes also shot on video complete to packaging, then the packages is also photographed both sides and send with registered airmail.
2. On the listing DO NOT write to many praises about the item.
Just a description on what it is make good and clear images for the presentation ( same about images – poses you’ll have to do before sending with the buyers address on a papper and or date).

Now if you have made these you have some good chance of winning a case.
Unfortunatelly ebay favors the buyers and there are few things we honest sellers can do.

Hope this helped.

Jack Phillips

Jack Phillips

3 years ago

I have a very generous returns policy. Generally speaking, returns are not that much of a problem. I do get a few people saying they are “damaged” but don’t want to return it (sniffing for a discount). I offer paid returns. If they refuse, I then ask for a photograph. I have had people say they don’t have cameras, I just tell those folks there is nothing I can do.

I have noticed an increased frequency of lost packages that are marked as delivered. Most of the time, I just eat the cost as there is not much I can do. For overseas, I track it and charge more to ship to those areas based on the previous frequency and severity of the loss. Currently, South America has a 20% surcharge on their shipping (20% of the shipping cost). This mitigates the losses quite a bit to the detriment of sales somewhat.

Amir

Amir

3 years ago

To be honest I am tired of the Amazon return policy we sell cosmetics products the buyers always say the item is not as describe after using the item for 30 days, they write us it is not a authentic product never give the result we tell them it’s depends people to people with different hair and skin types, then they place negative feedback and AtoZ claim some time even charge back claims

Elkin

Elkin

2 years ago

I’ve just had a similar experiance with AMAZON today, in fact. A person bought a VHS tape that was still in its wrapper. I listed it for .85 and sent it to her and paid the postage. Well, when she gets the tape, she said it would not work and did not and would not, send the tape back to me. But, oh yes, she wanted ALL of her money back: .85 plus the $3.99 . At first, I gave her the .85 and kept the shipping cost of $3.99. So, then, she leaves a bad feedback stating that I sent a bad tape and that I was dishonest. It is not a bad tape b/c where it came from the people who make these tapes view every one and makes sure that they work. So, long story short, I ended up giving her back the $4.84; lost the money I spent to ship her the tape; lost the tape; and got a bad review! I know this person is lieing about the tape and will just resell it. This same senario has hapened to me three times with AMAZON. The other two times I lost $20 and $11 .… Read more »

Bobby

Bobby

2 years ago

Selling something for $0.85 with $4 already implies you are giving it away to everyone who for whatever reason is not satisdied with it.

That is because it is apparent that you are better off leaving it with them than spending money on getting it back.

That’s the economics of it and it is irrelevant to the types of buyers and their reasoning.

Second, I think it is naive to think anyone will take advantage of you for $0.85 with the idea of reselling your tape.
Whatever her reasoning was I am ready to bet it wasn’t that.

Finally , the black book is a waste of time. If someone wants to buy from you they will.

None of that means your buyer was right in what she did.

The question was how to beat cheaters and I stick to my original answer – you don’t.

J Goldberg

J Goldberg

3 years ago

A couple of observations…

1. This piece reads more like a beginner’s guide to scamming e-commerce merchants than one offering merchants advice on how to handle such scammers.

2. There’s a difference between a return and a refund; eBay won’t force a seller to accept a “return” of merchandise, however they can force a “refund” of the purchase price.

Andy Geldman

Andy Geldman

3 years ago

Thanks for the clarification on returns vs refunds.

It’s not really possible to talk about this topic without explaining how the scams are done, if that’s what you mean.

What advice would you add for merchants?

Scarfking

Scarfking

3 years ago

We were scammed twice from China, once on Amazon, once on Ebay. Since there is no tracking within China, they just claim it never arrived. On Amazon, you are helpless: you will lose. Ebay has their Seller Protection Policy, but, surprise, if the buyer makes the claim through Pay Pal rather than Ebay, you are not covered. And all Ebay transactions go through PayPal, leaving a pretty big hole in their Seller Protection.

With some effort Pay Pal refunded us, but we no longer ship to China from either platform and we will need to reexamine our international shipping policy on our website, perhaps restricting payment for international shipments, because PayPal’s refund policy supersedes the policy we post on our website. Be aware that you are not protected by your own website policies.

jerkface

jerkface

2 years ago

ABUSIVE COMMENT DELETED

Andy Geldman

Andy Geldman

2 years ago

We don’t tolerate abuse here. It sounds like you have something valid to add, but there is no need for name calling to make your point.

TJ

TJ

2 years ago

“This piece reads more like a beginner’s guide to scamming e-commerce merchants than one offering merchants advice on how to handle such scammers.

Also my first thought after reading this article.

I sell apparel on eBay, which I’ve been fortunate to not have many returns in general.

SAME Exact Items, I also sell on Amazon, have 8% returns rate thru FBM channel and a ridiculous 20 to sometimes as high as 40% rate of return on FBA channel.

Needless to say, I had no choice but to stop using the FBA channel to send in FREE Merchandise for Amazon and the thieves to profit from!

Nick

Nick

2 years ago

Yes they do force a return and a refund,99,99% of the times they decide in favor of the buyer and force the seller to accept a paid return, or the buyer keeps the item and gets refund as well.

nakaode

nakaode

2 years ago

Not True. it just happened to me today. so.

Tina

Tina

3 years ago

What if someone bought something from you on Amazon. Then requested a refund on the 29 day. Then kept the book for three more weeks and had it for over 2 months then decides to return it? I refused a refund and I also closed my account woth Amazon. There refund policies are to generous. I have had to refund items that were sent back trashed. I stopped selling DVD’s because people were copying them and then wanting a refund. I have no trouble on E-bay at all.

Issam Mansour

Issam Mansour

3 years ago

We were defrauded by an ebay buyer, “Pluczavroh” who contacted us rom ebay but asked for invoices from PayPal and they said he should have rceived three times what was sent. This is big money of $27016.00 He has our goods and has his money. Thanks American Express the helper to those who scam.

ScarfKing

ScarfKing

3 years ago

Sorry to hear that. I don’t understand the Amex connection if they were using PayPal?
Where was the buyer located and where did you ship to?

Bamf

Bamf

3 years ago

If you don’t accept the return from ebay, no big deal for the buyer, he just files a Paypal claim, he has 180 days to do it. Paypal gives you no choice but to accept the return merchandise or they keep the money that they froze from your account when the return was open. Then the ebay buyer leaves you negative feedback and gets your money and you parts. There is no seller protection on ebay or paypal. You can buy something on ebay, return it as “not a described” then they send back a bag of sh*t. The ebay seller calls ebay and says “I received a bag of sh*t, not my parts” ebay then states “well, we can’t just take your word for it, you have to make the buyer admit (through ebay’s messaging system mind you) that he, in fact, sent you a bag of sh*t..” if he doesn’t admit to it.. guess what.. you lose your money, your parts and most certainly will receive negative feedback.. these are the undisputed facts!

Harry

Harry

1 year ago

With modern technology can’t ebay and amazon track how often buyers are making claims and shut their accounts if they go over the norm ?

Hank

Hank

8 months ago

Nice to know this! I’m going to return bag of fresh sh!t on my next Ebay purchase.

Mercury

Mercury

3 years ago

I can’t comment on Amazon as I generally don’t use them, but as for eBay, they couldn’t give a damn about their sellers and unscrupulous buyers get away with it each and every time. Whether I’m buying or selling, when something goes wrong, it never works out in my favour. I’ll never understand the difference if I buy a single item such as a wristwatch that looks different in the photos, but according to eBay the difference is not “significant” enough to warrant a refund, however one CD more or less in a bulk lot of 30 discs, is then considered significant enough to warrant eBay ordering me to refund the buyer, even after I had notified them of the difference by e-mail and added info into the listing days before the auction ended. The buyer was so disgruntled by getting 30 discs instead of 31, that allegedly they “were very angry” about it, and demanded that I accept a return. The items were returned, however many of the CD cases & trays had been swapped for damaged ones and many were broken. When I complained to eBay and showed them the photos of the damaged goods, that I had… Read more »

Stuart

Stuart

2 years ago

That has not been my experience at all, and I was told by Amazon support just today that FBA shipments are the responsibility of Amazon, and they will make good on any “lost” shipments. Hopefully, I will not have to find out the truth of that.

Stuart

Stuart

2 years ago

Amazon has a Retarded thing where if an Order is cancelled, the Buyer can Leave 0-Stars, in All kinds of Areas that don’t even Apply to the Transaction. Like, the Order was “Not as described,” even while Admitting that they never got the Product. A Single disgruntled and Very Rude individual can Easily ruin decades of impeccable Selling on amazon- (if they are the only one who decides to leave feedback)- by Leaving a single negative feedback

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