protezione venditori????

[ermescamiceriaroma]

Salve,

ma è possibile che ho venduto un oggetto , questo mi viene pagato con paypal, lo spedisco con pacco celere internazionale di Poste Italiane (spedizione tracciabile garantita in 5 giorni lavorativi in tutto il mondo), la spedizione va smarrita, e dopo la contestazione aperta dall’utente su ebay, mi vedo dar torto per la mia negligenza dopo aver dato tutta la mia disponibilità a risolvere il problema, ho anche fornito tutti i codici e la copia del cedolino per dimostrare che il pacco è partito.

Non ho capito ancora dove ho sbagliato l’utente non ha applicato l’assicurazione sul pacco.

Oltre l’oggetto mi vedo richiedere anche i soldi ed avere un blocco temporaneo sul conto Paypal….

E la cosa più bella è che vi sento rispondere da Ebay da far causa al corriere….

Ma cosa pago a fare a Ebay le: inserzioni, le commissioni di vendita e a Paypal le commissioni su transazione? Ma la famosa protezione venditori….?

Sarebbe bello avere una risposta.

Grazie

[raffaeledea]

Alla fine ho ceduto! Adesso vediamo se riceverò indietro l'orologio altrimenti scatterà la denuncia per appropriazione indebita. Non aspetto altro. Mia moglie è giornalista. 

--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

RE: Re: Thank you for reaching out to eBay SR# 1-233930556127

Messaggio di posta da raffaeledea: Thank you for reaching out to eBay SR# 1-233930556127

Da raffaeledea

21:07

A  customerhelp@ebay.com,   customerhelp_it@ebay.com,   press@ebay.com  

Dear Heather,

I am very happy with the treatment you have given me. I thought I was a good customer. Instead, I was also taken for a ride. Recently I received an email from you where I am considered a VIP. So funny!!!

Anyway, it will be my pleasure to make you an excellent publicity also on social media.

I inform you that I proceeded to return the money received via paypal. Of course, if I don't get my watch back in a week, I will file a complaint.

Well done, you are very prepared to handle problems.

Regards,

Raffaele D

--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Il 5 novembre 2019 alle 19.16 customerhelp@ebay.com ha scritto:

eBay

RE: Re: Thank you for reaching out to eBay SR# 1-233930556127

Hello Raffaele,

Thank you for your time and patience.. I'm sorry to hear that you feel your questions were not answered sufficiently and I understand how receiving consistent information can appear to be "cookie cutter." However, I can assure you that is not the intent. Our purpose is to help you focus on what matters most to your buyers and allow you to gain additional insight into your business so you can be set up for success.

Once eBay Support is asked to step in to make a decision, coverage transfers from the listing-specific return policy to the eBay Money Back Guarantee Program (“eMBG”), which states that buyers may file a claim for reimbursement in exchange for a return of what they received within 30 days of the date of delivery and that return shipping will not be charged to them.

 As we don’t have physical possession of the product at any time in the transaction process, we do not verify the validity the claim or what was returned.

eBay Support is happy to encourage a buyer to work with a seller's request for photos or documentation as a courtesy. Once eBay is formally asked to step in, that information is no longer required to move forward with the case.

 The requirement that sellers pay return shipping is, and has been for quite some time, part of the eBay Money Back Guarantee and is not a consequence of any kind.

 You have the option to report the buyer and we do take those seriously. I don’t want to see my partners abused and neither do my colleagues. We do investigate all reports of buyers abusing the eMBG program and, if the investigation proves a fraudulent behavior pattern, we may remove them from the program or website at our discretion. But until that investigation is complete, the member maintains their eligibility under the program guidelines.

To prevent similar situations in the future, I encourage you to consider participating in our Free Returns program, which would provide you the option to deduct up to 50% of the refund amount.

With Free Returns, you can also enjoy a broader range of protections offered in our new and enhanced Seller Protections:

If the buyer leaves negative or neutral feedback for any reason or escalates an eBay Money Back Guarantee claim, we will automatically remove the feedback and protect you from impacts to your standards

If the buyer escalates, eBay will resolve the issue directly with the buyer, and you don’t need to worry about us taking the remaining amount you withheld from you.

The eCommerce industry standard of providing, and the collective consumer expectations of receiving, free returns is here. We’re hoping to minimize the impact to our partners. It’s in the best interest of your business to work with it, not against it. We – you and eBay – only win when we work together.

We're not in a position to answer any legal concerns. If you want to contact eBay with legal concerns, I'll have to direct you to our site's User Agreement so you can get more information about this.

The User Agreement is essentially a member's contract with us, and it addresses any questions you may have about our liabilities and arbitration.

To access eBay's User Agreement go to www.ebay.com and scroll to the very bottom of the page to access these links:

http://pages.ebay.com/help/policies/user-agreement.html

http://pages.ebay.com/help/policies/privacy-policy.html

I hope this information was clear and helpful. We appreciate your business and wish you the best in all your eBay transactions.

See the Upgraded Seller Protections announced in the 2019 Fall Seller Update!

Best Wishes,

Heather B.

eBay Customer Support

--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

From: raffaeledea

Sent: 11/5/2019 5:20:36 PM

To: customerhelp@ebay.com

CC: press@ebay.com; customerhelp_it@ebay.com; ebay@ebay.it; adcommercialsupport.it@ebay.com;

Subject: RE: Re: Thank you for reaching out to eBay SR# 1-233930556127

Dear Bianna,

Thank you for your email even if it's too standard and does not answer to all my questions.

Based on what assumption have you made the decision?

Have you requested documents or materials to the buyer?

Based on which of my offenses I should pay the shipping costs for return? In addition to losing the potential sale to the previous customer, I have a lot of damages.

Please let me have the required documentation to open a claim to DHL. You know very well that after closing this matter no one will give me anything anymore.

As already asked, due to the fact that English is not my mother tongue, could you explain me better what the underlying "threat" extrapolated from your email means: “Please note that if you don't resolve the issue by 11/8, we'll issue the buyer a full refund on your behalf without requiring the item to be returned.”? I hope I have misunderstood and that a company like Ebay does not endorse the crime of embezzlement. Please wait for your fast answer to be able to go immediately to the Postal Police.

I would also to recive a telephone and email contact of your legal department to pass them to my lawyer.

I urgently await precise, punctual and clear answers to proceed.

Thanks,

Raffaele D

--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Il 5 novembre 2019 alle 15.06 customerhelp@ebay.com ha scritto:

eBay

RE: Re: Thank you for reaching out to eBay SR# 1-233930556127

Hello Raffaele,

Thanks for your reply, my name is Brianna and I am happy to assist you today. I appreciate you taking the time to explain your position regarding this case and I understand the concern.. At this time I believe the best resolution is for you to provide the buyer with a means of return and once you receive the item back, you can file a claim with DHL. In the meantime, you can certainly ask your buyer for photos of the damaged package but we would still expect that this return be facilitated.

You have two options for facilitating the return:

Issue a pre-paid shipping label and upload it to eBay

1.If you have a preferred shipping service, contact them to purchase one of their shipping labels.

2.If the item is over $750, you'll need to purchase signature confirmation.

3.Send the label to the buyer by locating the item in the Sold section of My eBay, and then selecting Contact buyer.

Send the buyer a PayPal payment to cover the return shipping

1.Locate the item in the Sold section of My eBay, and then select Contact buyer.

2.Ask their buyer for their PayPal email address. Be sure to explain that you're asking for this information in order to send them money for the return label through PayPal.

3.Use the shipping calculator on the shipping service's site to find out how much return shipping will cost.

4.If the item is over $750, remember to include the cost of signature confirmation.

5.Send a payment to the buyer by logging in to your PayPal account, and then clicking Send at the top of the page.

6.Once the payment is complete, reply to this email with the transaction ID and a screenshot of the payment.

If you receive the item back and it is in a different condition than how you sent it out, please let us know at that time and we can see how we may be able to further assist with that. Please know that if you don't provide your buyer with a means of return by 11/08, the return case will be closed with a refund to the buyer without the item needing to be returned. I hope I have explained this clearly, I appreciate your cooperation and look forward to our continued partnership. I am glad I was able to assist you today and help get this moving forward.

Sincerely,

Brianna

eBay Customer Support

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

From: raffaeledea

Sent: 11/4/2019 8:49:36 PM

To: customerhelp@ebay.com

CC: press@ebay.com; customerhelp_it@ebay.com; ebay@ebay.it; adcommercialsupport.it@ebay.com

Subject: Re: Thank you for reaching out to eBay SR# 1-233930556127

Dear Aschley, 

as communicated today to italian customer support during my 3 calls and reported through your website, the seller is violating the ebay rules. The buyer made a false statement.

He stated that the object does not conform to the description but it is not true.

The item # 323955098646 was offered for sale as spare parts or repair watch as can be clearly seen from the title and description.

This item remained in the online auction for 7 days.

Following the end of the auction, the buyer continued to ask me informatios and requests of additional photos that I promptly sent despite the auction was already closed.

As can be seen from my correspondence on Ebay, after receiving the payment, seeing it apparently doubtful, I also offered him the return of the money he did not accept (see the attached image).

Consequently, I promptly sent the item using DHL, that they have perfectly packed and placed the seals on the box..

The buyer informed me that when the package was opened the winding crown would be unscrewed. He claims that it would be broken during transport. Keep in mind that the crown is screw-in and therefore practically impossible to break unless manually forced.

I asked him if he had any material to give me in order to open a dispute with DHL but I did not receive it. Although the object was at auction as for parts or repairs, I offered to pay him the intervention of the watchmaker. For personal experiences it can be easily restored (if no further damage has been caused).

He seemed to have willingly accepted the offer. I probably displaced him.

The next day he asks me to return the item because there was a problem in his opinion defective or not working (remember I sold it as parts).

In my opinion, for what is written above, the seller has searched for a ploy by tampering with the item and declaring that an item does not conform to the description to return it, even requiring complete compensation.

Please let me have the evidence of the damaged package. Surely,

given your preparation and professionalism, you have already requested it in order to make a decision. I will have to open a complaint with DHL and without documentation I cannot.

Sorry but English is not my mother tongue. Could you explain me better what the underlying phrase extrapolated from your email means: “Please note that if you don't resolve the issue by 11/8, we'll issue the buyer a full refund on your behalf without requiring the item to be returned.”?

I hope I have misunderstood and that a company like Ebay does not endorse the crime of embezzlement.

I am sure you will understand the situation and will do everything to protect your customers with high reputation.

Thanks 1000 in advance and good evening,

Raffaele D

--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Il 4 novembre 2019 alle 18.36 customerhelp@ebay.com ha scritto:

eBay

Thank you for reaching out to eBay SR# 1-233930556127

Hello Raffaele,

My name is Aschley with eBay's Customer Support. I received an email from one of my teammates regarding the return #5130363461 opened by your buyer 'ryhar7101'. I understand your concerned with the return and believe you described your item accurately. I know a return like this can be difficult and I'm happy to discuss this with you!

We trust when sellers list their items they do so in good faith and since eBay never handles the items on the site we rely on sellers to list their items accurately. While sellers do a great job at listing items, there are still situations like this where a buyer is dissatisfied with what they received and we will ask that their return request is accepted. When operating a business on eBay there are times when you'll disagree with a buyer's claim, and when that happens the best thing to do is accept the return and assist your buyer.

Since this is a defective item claim, we would ask you to pay for the return. You're able to send a label through the eBay messages or you can send money to your buyer through PayPal, allowing them to purchase their own label. To learn more about your options, please visit the Return shipping options page. I've placed the request on hold for 4 days to give you time to arrange the return postage with the buyer. Please note that if you don't resolve the issue by 11/8, we'll issue the buyer a full refund on your behalf without requiring the item to be returned.

I appreciate your time and the opportunity to provide you with the steps to resolve this. I hope you enjoy the rest of your day and have a wonderful week.

Sincerely,

Aschley

eBay Customer Support