eBay does not care about private sellers in refund cases

[wildcherries_uk]

Hello, just wanted to give you a feedback on my horrible experience with eBay customer service today as the manager of eBay customer service told me there’s no where else I can write a review about them or complain about my situation that no one wants to hear about or help. I have shipped an item through Global Shipping Program, it arrived in perfect condition, identical to the listing and AS DESCRIBED. Buyer has claimed that it’s not as described and wants a refund. Baring in mind buyer has attached a photo proving that item is exactly like it says on the listing. Customer service agent agreed with me and said they understand it but they can’t do anything because buyer is basically always right. My question and my concern is, as before reaching eBay customer service and seeking for support from anyone working on eBay I have done my own research and I am not the only seller that have faced these false acquisitions. I truly believe eBay should take my case so much more serious as it’s a way for buyers to easily scam sellers. According to your policy anyone can order something from a buyer attach a photo of a an item that arrived in perfect t condition and claim for a refund because of their own assumptions or beliefs. This is just insane! Customer service in Berlin are rude, unhelpful and absolutely useless. They did not want to look into my return case and try to find a solution that would work both for buyer and seller. All they kept saying is that buyer is covered by eBay without even looking in what buyer has actually claimed! This is not the first time this happens and it just proves that the buyer can receive an item in perfect condition, claim the opposite and get their money back leaving me without money and an item! As a private seller I don’t feel protected by eBay, all eBay cares are buyers, but believe it or not it works both ways. I am willing to delete my account and all of my 80 listings that were listed on 10% promotion because customer service or eBay does not even want to hear my point out and for once protect a seller instead of the buyer. eBay is getting fees and money from seller’s listing! Yes, it is now free to sell, but I am still paying for the promotion and GSP. I had a similar case before that was solved within 2 minutes where both buyer and I (seller) were happy with the outcome. I’ve asked them how is this situation any different? They said they made me an exception or “a favor” as I understood. How is this professional then? If eBay really stepped in and actually inspected the case no one would have to refund the buyer, all that needs to be done is decline their request. I strongly believe EBay should take my situation seriously as a case like mine is a perfect example how sellers can be scammed by buyers and overall in this case private sellers or any sellers have absolutely no rights compare to buyers. I understand eBay has rules and terms, but that is the reason why I called customer service because not always terms and conditions work in every case. I really hope for your understanding and I really hope something will be done about this otherwise it leaves me no choice but stop using eBay. Kind regards

[*vyolla*]

If a buyer opens a not as described claim for an item shipped via eBay's Global Shipping Programme, eBay's 30 Day Money Back Guarantee still applies - they may return it for a refund at the sellers expense.

This is the way it works, and a chance you take when listing internationally. You always need to factor in that the buyer may decide it's not as described. 

As eBay don't see the item that's been shipped, there isn't anywhere you can go with this except to accept the return and pay for the return postage cost, or simply refund if it's a low value item.

[wildcherries_uk]

I just want everyone to understand me right, my issue here isn’t that I’m not willing to accept refunds. My issue is, buyer is on purpose choosing the option where I can’t say “no”. It is nicely done for buyers, but what about sellers? Buyer has attached a photo of an item identical to the description and listing. If a buyer changes their mind, or assumed that item was somehow different, how is it my fault as a seller? It just seems like lately on eBay everything is on seller’s shoulders and that is not fair. I am a private seller, business accounts have to accept returns no matter what, but how is it right for private accounts? 
My main concern here is, anyone can buy something from a seller, claim item doesn’t match description, keep the item and get money back? That Keychain was worth 21.99, one of the options is for me to buy a label so they ship it back, the only problem is that they have to ship it from Chile to the UK. Why in this case buyer doesn’t pay for shipping? Why is it me the seller, who has to cover that up?

I have done everything from my side for the item to arrive safely and as described. And as I said, I’m aware of the eBay policy, but this is the reason I have reached customer service as your policy isn’t working right!

[wildcherries_uk]

Moreover, this option for buyers when they choose "items is not as described", if I choose to buy a label the price of a label will be more expensive than a keychain itself. What if the buyer doesn't ship it? If they want their money back for something that is in a perfect condition and as described, they need to pay so it puts a little bit of responsibility on them too! It's pure discrimination between buyers and sellers. So what do I have at the end? I'll have to refund her, because is it worth for me buying a label that costs more expensive than an item? No. eBay must change their policy, because as I said before, this is a perfect idea for scammers to thrive!