I am an eBay TRS+. Recently, a Buyer returned an item claiming it was 'Not as described". I paid for a return label as I go to extraordinary lengths to help my customers. Upon receipt of the returned item (a vintage sewing machine that was sold in perfect working order) I found that the buyer had severly damaged the machine and had partially dissasembled it. I notified the buyer that I could not issue a refund as they did not comply with my return policy which states that any returned item "must be returned in the same condition as sent". THe damage was not shipping damage - my packaging methods are nearly bulletproof and the buyer returned the machine in it's original packaging, although with the damaged and disassembled parts placed in a separate compartment. The buyer then filed a claim against me in Pay Pal. Pay Pal initially found in favor of the buyer, I assume by default, as I was never contacted by Pay Pal for my side of the story. Upon appeal and submittal of all the requested documents, Pay Pal reveresed their decision and found the case in my favor. Pay Pal returned the money to my account in full. So far so good. The problem is that on the eBay side, I was hit with both negative feedback and a "case closed without seller resolution" score. Prior to this case I had a 100% perfect feedback score. I also have never had a claim filed against me. eBay TRS status is only granted to those that have less than 2 cases decided against them. In other words. if some other buyer files a case against me for any reason, I could lose my TRS status. eBay ackowledges that thiscase was resolved in my favor but that since itthe case was filed in PP and not eBay, that they can't correct the false case score or neg FB on my account. This is deeply troubling to me as I have worked very hard to acheive my TRS+ status and go to great lengths to provide good products and customer service to my customers. I have been on the phone with both eBay and PP customer service for hours on end. PP claims that eBay does have the ability to correct the errors but eBay maintains that they do not have the ability to do so. The latest email I received from eBay: Hello r0npm I wanted to follow up with you regarding our phone call on Tuesday night about the Pay Pal case that you have recently had. I have spoken to quite a few of my peers about being able to remove a Pay Pal case from your seller standing. Ultimately, because the case happened off of eBay, we have no control of the outcome of that case and therefore can not remove it from your seller standing. I know that you were informed otherwise by a previous representative, but that was incorrect information. I do understand the frustration that comes with this message and hope for the best for you in the future with your account here on eBay. Thanks, eBay [THREAD ID: 1-10557732726] eBay Document ID: 6424963002 end of email Pay Pal, Please Help!
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