Buyers abusing eBay

[don-don-down-under]

I'm getting a bit fed up with eBay always siding with the buyer, no matter what. I've always had stellar feedback ratings and very minimal

issues with returns (twice in 15 years!), but have had two experiences lately that have left me wondering if I should simply stop selling on eBay as I  feel very exposed. 
Incident 1: buyer claimed her item never arrived at the click and collect address. I had fulfilled my part, used the correct code and kept proof of postage. The buyer was extremely aggressive with her accusations and began sending me a series of harassing messages, saying I had never sent the item. I reported her to eBay and provided an image of the proof of postage receipt. In the meantime, she opened a dispute with eBay. eBay did not even acknowledge my report about her and her inappropriate messages but jumped straight to buyer's defence and withheld funds. How can this be? I had done absolutely nothing wrong as a seller, had received abusive messages which is allegedly against eBay policy and I don't get so much as an acknowledgment of my report to eBay.

Incident 2: Buyer claims item not as described and that I had overcharged on postage. Rather than approach me first (probably because she knew her claim was fraudulent, as item exactly as described, (and cost her the grand total of £1.13 and I had refunded excess postage, immediately  after posting her item), she left negative feedback under a positive rating. Firstly, I thought this was against eBay policy. Secondly, she left the feedback 'before' opening a case and attempting to resolve with me first. I refunded her immediately but I did then contact eBay to request the feedback she had left be removed as it was both incorrect and also against policy. They refused, saying, having reviewed the feedback, it doesn't breach their policy????? Am I going mad? Who makes ebay a profitable platform? Why is policy followed to the letter (and beyond) for buyers but not sellers? Why is it ok for buyers to make fraudulent claims, send abusive messages, abuse the feedback system, keep items, get refunds, laughing sll

the way????? 
So annoyed with it all. It's seems like a rather perverse system if im honest. 

[1956glyn]

HI

Yes i agree it can be very frustrating as a seller on Ebay at times.

Incident 1..........to win a not received case.    The only way Ebay will find in your favour is if you can prove delivery to the buyer or a click and collect by a tracked means and add the tracking to the case details.

Proof of postage will not be accepted by Ebay as its proof of postage and not of delivery 😞

Depending on the size of your item there may be a 16 digit barcode on your proof of postage which can also be tracked on Royal Mails track and trace site as and when the items delivered.  Ebay should also accept this as proof of delivery.

If i were you i would also add this abusive buyer to your block list and ignore any future messages from them.  

incident 2.....  

Sellers are not obliged to combine postage.    That buyer should be happy that you agreed to combine postage.    Another one for the blocked bidder list.

Ebay have told me in the past.......buyers do not have to open a case if they are unhappy they are entitled to just leave feedback expressing their views.   

Buyers are allowed to leave negative feedback on a positive........but not the other way round.    As you are probably aware sellers, on the other hand,  do not even have the option to leave negative or neutral feedback for a buyer and if they do on a positive then this IS  a feedback policy violation.     Unfortunately you have misunderstood the above and this is why Ebay would not remove the feedback. 

You can report another member for abusive messages BUT saying that Ebay will not let you know what action, if any, they take against the abusive person.

As I say.......it can be very frustrating on Ebay but its all part of online selling and we all get our fair share of problem buyers so you are not on your own. 

[1956glyn]

Just to add.......i wish you had come here before you requested Ebay to remove that feedback for advice. I would have gone from the angle........in the feedback the buyer mentions that they think your combined postage was too high. I would have countered that with.....sellers are not obliged to combine postage and in that feedback the buyer is asking for something not offered on your listing and therefore on this basis is should be removed. On the other hard it could have been worse......that buyer could have left you a negative and at least they moaned on a positive.

[don-don-down-under]

Thanks so much. I think I needed to vent and I appreciate your support and the information you provided.
Kind regards x

Sent from my iPhone

[1956glyn]

Hi.....No problem at all. You just misunderstood a few things and that is what we are here for to try and give constructive advice.

[don-don-down-under]

Yes, I realised after approaching eBay that that was a better angle.
Never mind, you live and learn 😞

Sent from my iPhone