Home › Forums › Buying and Selling › Selling on eBay › New way to handle invalid INAD cases?
- This topic has 16 replies, 7 voices, and was last updated 5 years, 9 months ago by sonia.
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07/18/2018 at 2:46 pm #45764
As discussed here on the forum, the way I’ve learned to deal with invalid INAD returns is to accept the return, issue return label, and then call ebay to appeal after I receive the item back. Sometimes I call them before I accept the return just to confirm that that’s the right way to go about things. And this has worked well (ie, in the end I’m not out any shipping costs), aside from being a little clunky and time consuming.
Today was different. I got an INAD return that I don’t agree with, which is now called “Doesn’t match description or photos”, and accepted the return, and decided to just check in with ebay before paying for the return shipping. The rep agreed that it was buyer’s remorse, and said that I should NOT proceed with paying for the return shipping label, but instead she will contact the buyer to let them know that they have to pay for return shipping. Once I receive the item back, I’m to call ebay again to do a refund that doesn’t include original shipping.
So this all sounds great, but I’m worried that if the buyer doesn’t ship back right away, ebay’s automated system is going to use my money to issue her a return label anyway (as it says it will do), so I may end up having to call ebay the day before that deadline. We’ll see.
I don’t have any questions for anyone, just wanted to share my experience with others. But it would be useful to know if others have had an invalid INAD proceed in this manner. I will update this topic as things progress.
INADs are fun fun fun!
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07/18/2018 at 6:52 pm #45786
I wish eBay had a more automated way to deal with disputes over INAD cases.
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07/18/2018 at 10:41 pm #45805
me too
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07/19/2018 at 10:40 am #45817
I’m dealing with one now. Buyer opened return claiming INAD. I accept the return and pay for the label. I call eBay, and after conversations with 3 reps (who all agree the INAD was false, and it’s a case of buyer’s remorse), I’m advised to get the item back, contact the buyer, and offer to refund the item cost, but not the original shipping. I do that, and buyer sends me back a courteous (not rude or angry) message still claiming INAD. She does not agree or disagree with my offer to refund item cost only. I call eBay again. They tell me to refund her the item cost and upload a screenshot into the return details. When I do that, they will close the case. Meanwhile, eBay refunds me the cost of the return shipping label and FVF’s for original cost of item. I check the next day, and return is still showing open with reminders for me to return the orginal shipping. I call eBay again and am told the return will stay open for 21 BUSINESS DAYS for buyer to communicate with me. If she asks eBay to step in, they will close the case in my favor and tell her she lost her buyer protection for opening a false INAD. Are you kidding me? This must be a new policy because I have had false INAD’s closed before immediately.Oh Ebay!
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07/19/2018 at 12:54 pm #45822
Ugh.
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07/20/2018 at 4:33 pm #45851
If the reps say they’re going to do something anytime other than right there on the phone, they aren’t going to actually do it. The only exception I can find to this is when they ask if it’s okay to send you an email detailing their plans to handle the issue, after which you’ll get a case number via email that can be referenced in future calls with reps. If you don’t get a case number, they’re lying. Two times I’ve been told that “we need to wait until just before the return window closes to rule in your favor. Don’t accept the return.” When I asked for clarification, they said it was just normal operating procedure and that I didn’t need to worry because they had it on their schedule to come in and close the return. Again, when pressed to explain why it couldn’t happen right away, they said they needed to “review evidence.” What evidence? They agree the return is fraudulent, so what is there to look into?
The first time it occurred I waited until mere hours before the window closed and nothing happened. I ended up just going through with the return. eBay never contacted me with further info on the case.
The case system is definitely a thing and it’s weird that the reps have a way of saying they’re going to open up a case but not actually do it. I’d like to think they weren’t being dishonest, but it definitely comes across like they just want to get you off the phone.
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07/20/2018 at 4:44 pm #45852
Yes, I don’t think eBay corporate has given the customer service reps any means or agency to solve the INAD case.
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07/21/2018 at 7:51 am #45883
In my case, the reps really did seem interested in helping, and did not rush me off the phone. In fact, I had 2 return phone calls from eBay reps clarifying the details. One Appeals rep, took “ownership” (her words), and called me back to explain why they couldn’t close the return. Because the buyer did not agree or disagree with my message about only refunding the item cost, the return has to stay open for 21 days, EVENTHOUGH eBay agrees it’s a false INAD. I did take the opportunity to tell the reps that with the new 4% extra fee for INAD cases coming, I was going to call and dispute every false INAD when in the past (didn’t count against performance), I would have just refunded and moved on.
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07/21/2018 at 12:16 pm #45886
Makes this whole process seem interesting if one does participate in the Hassel Free Returns Program, which we do. In the program, we get a notice of the buyers desire for a return, we see the reason, then at that point if we accept it, the label is generated and sent to the Buyers and automatically at our expense, and taken out of our PayPal. Then after we get the return and inspect, it is at that point we can issue a refund. I guess it would be at this point if we disagree we would have to contact the buyer and tell them that we will be issuing a refund LESS the shipping cost so we get reimbursed for the Pre-paid label?
In the last few years it has been getting so wonky, that it gets hard to figure out what is really the best way to do all this stuff. Even J&R don’t state “how it is” any longer, their comments more are along the lines of, “I think this is the way it is suppose to work,” or “yeah, TRY THAT and if not call Ebay”. Hard to set a standard methodology when the process changes rep by rep, case by case and rule change by rule rule.
And not much longer we will be getting our next “Ebay Update”. Joy oh Joy!!!
mike at MDC Galleries in Atlanta
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07/21/2018 at 3:41 pm #45890
This is a good summary. When we were in the Beta Return Program, there was an option to only refund the buyer the price of the item.
Now in Hassle Free Returns, you can only offer a full refund if the buyer claims INAD. There is no automated way to dispute.
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07/21/2018 at 9:07 pm #45897
Today I received six bowls that I had ordered from a seller on eBay. One of the bowls was broken. I had never been on this side of a transaction, so I needed to double-check my next step. Through the eBay help, I found an article about returns, so I had to open a return for the one bowl.
The article lists time frames when certain things can happen. It says that those time frames have changed as of July 10, 2018. Asking eBay to step in, automatically closing a return, and automatically closing an item not received case have all changed from 30 to 21 days. The 21 day time frame reminded me of this forum topic.
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07/21/2018 at 9:09 pm #45898
So, I wanted to include a link to the article, but I got an error about a “potentially unsafe procedure”. To see the article, go to the help and search on damaged item. Click on “Return Item for a Refund”.
In that article, you have to scroll down a bit and click on the “+”s to see the table of time frames.
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07/21/2018 at 9:09 pm #45899
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07/21/2018 at 9:10 pm #45900
huh, worked this time.
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07/22/2018 at 10:18 am #45904
Sharyn,
Thank you for the link. I bookmarked it for future reference. -
07/22/2018 at 11:11 am #45907
In the clothing, shoes, and accessories category–For INAD, I assume the peer result of 0.62% is from both new and used sellers. I really didn’t think I had high returns or INAD but according to an e-mail I just got from eBay, at 1.76%, my account is very high and will be subject to an extra 4% fee starting October 1st unless I take action.
I just can’t figure out how my peers in this category have such a low %, unless sellers of new items just have very low % and skew the category average.
For those going to eBay open, please ask if they are going to hold used clothing/shoes sellers to the same return/INAD % as new item sellers.
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07/22/2018 at 6:07 pm #45925
Update on original post:
I called ebay today b/c the automated system was still waiting for me to issue a return label. The rep I spoke with today told me that the previous rep I spoke to a few days ago was incorrect. Meaning, the process for dealing with invalid INADS is still exactly what I thought it was before: you have to issue the return shipping label, and call ebay to dispute everything once you receive the item back. So, I’ve paid for the label. I always hate doing that, but it kinda feels like good news to hear that the process hasn’t actually changed. But also bad news that there continues to be no shortage of reps who don’t know the proper way to handle these things.
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