Defect on my account, eBay wont remove! No care for shop keepers. Restrictions.

[hickoryandco]

Ok

I have had an account for many years.

I feel like eBay are strangling me.

This year has been my worse for defects (only me and 4 kids and letting eBay deal with customers during lock down..and .i dont scam my customers.).but my Defects on my account have caught up with me....

Basically a few customers had some items arrive damaged ...(parcel force like to stamp on parcels ...footprints to prove it!!!)

Customer opens a returns case...! but customers want replacements,

I send replacements with new tracking (put into ebays system) and ask them to close case.

They  (customer) messages me through eBay messages to say they are happy!!!!

and what happens i think i am now covered ,resolution is open as said customer hasn't closed it.

EBAY REFUND CUSTOMER.

so,customer has Damaged item, replacement item as well as refunded by eBay.

This has happened more than once and all i have had from the eBay community is  "do not replace item" ....customers know i have more stock and will leave negative feedback.

Great, so after paying £k in fees i am down to £133 a month ...and they just dont care!!

AND YES THE BIG TALKERS ON HERE DO WORK FOR eBay!

[red_magpie]

I'm very sorry, but you brought this on yourself by sending a replacement.

If you do this, you have to trust the buyer to close the case when they receive the replacement. If they don't, then as you haven't refunded the buyer, eBay will enforce a refund and place a defect on your account.

For this reason, it's always best to offer a refund on return. That way, eBay will enable you to send the buyer a prepaid return label (if you want the item back). On its return, they will process the refund through PayPal and you will receive a credit for your selling fee. Your seller performance record is unharmed. The buyer can then buy a replacement item from you, if they wish to do so.

This is best for the buyer too. We often here from buyers who have accepted the offer of a replacement, only to find that the replacement is faulty, or they're kept waiting so long that they've miss eBay's 30 day time limit to claim a refund.

I'm afraid there's nothing you can do about the defect. Your only chance of getting the second refund returned is if the buyer is willing to repay it to you.