Never, and I mean NEVER take legal advice from the police. Like asking a vegan for a good veal recipe. www.garda.ie/en/Crime/Fraud/What-is-fraud-.html Fraud is where a person is financially cheated by another person. Fraud occurs when an individual deceives another by inducing them to do something or not do something that results in a financial loss. The fraud can be committed either online, in person on via correspondence.
So if it's never their product essentially, since you bear the full cost, didn't the buyer just destroy your property? So if I bought a box of chocolates, ate the entire contents, and sent it back, no problem? They will argue that it isn't the same product I received? Really.....you don't say. You mean to say I altered the product. Go on. I have seen precedent, all documented. And I do believe he sent back the broken one they replaced. Made in the same factory by the same people using the same machines, which put all tags in the same place and unless you two items in front of you, or incredible photographic memory, would never see the difference. Just a small unique mark or two on those tags would do.
Nick⚽️ and Andrea it’s part of doing business just except it end of story. If you think you’re going to sell on eBay and not lose money occasionally you’re joking you really fooling yourself you need to be realistic grow up and be a businessman and woman and face the facts there’s just no two ways about it Ebay is not wrong you’re wrong sorry I am a fellow seller and I’m pretty picky but I faced the facts remember they’re giving you an option for 50% that’s almost your cost on an item and if it’s not then you’re not a good businessman end of story accept your money back to cover your cost and move on and start again you didn’t lose money LOL
I would NEVER EVER sell through them again. They are scam artists who don’t give a damn about the sellers. They would loose all my business. I’m sorry this happened!
i do agree, because I would have lost it completely at 21:29 it's like the dude doesn't understand and just keeps saying his own thing and doesn't want to acknowledge the truth
@@moskit76 they are still covered if it's a genuine fault. It's the auto return that's the problem, nothing stopping them contacting the seller at a later point
honestly there is no perfect system you either end up with one that favours the seller and screws buyers or one that screws sellers and favours buyers it just depends on which makes them more profit and which is easier to maintain and ebay amazon and other e-commerce giants seem to have settled on "the customer is always right" policy as most profitable
Thank You!!! You folks are true heros for showing eBay's true nature! I have been an EBay reseller now for 21 years and thank God I have never been scammed like this except for 2 times over nickel/dime items that weren't worth fussing about. EBay in general is so full of crap that some days I can hardly stand dealing with them! I miss the days when Meg W. was in-charge she had a pretty good handle on things! It has largely been a race-to-the-bottom since she left the company! Hopefully EBay will pay attention to this video and make some changes! Thanks Again :-) Best Wishes from across the pond :-)
Watching this brings it all back- I'm having cold sweats. This is exactly why I gave up my eBay store- their 'customer support' is like dealing with Scientologists.
I'm an ebay seller , im 20 minutes in to your video and I feel like I want to close my account down with ebay and run for my life! Thanks for a great upload! Feel so sorry for you both
@@PhoenixSirius same here I sold some retro video games and I sold them as is and used the guy started screaming that he could smell cigarettes on the items and he sent it back severely water damaged by him wiping down the paper manuals and took one apart and ruined it putting it back together and replaced the original manual’s with reproduction manual’s. The case art is water damaged also. So far all they took off the shipping only so I froze my account until I get this sorted out but I will cancel my account to stop this from going any further.
I'm sure they understood and ebay customer service truthfully believed the seller yet that is there type protocol that does truly sucks for honest people just trying to make a type living with there sales
I basically had the exact same experience as a seller. I'm glad a quarter of a million potential eBay sellers watched your video showing exactly how eBay treats their sellers when a buyer sends back a destroyed item or an item lot returned with items stolen. They don't help sellers at all, they just talk you into giving the buyer a refund regardless of what they broke or stole. In the end they'll make you feel like a crazy insane person just for trying to cover yourself as a seller from a bad buyer.
Here a long story short about my sale on eBay: I've sold an expensive piece of art, $4k. The buyer wanted to return it for whatever reason, so he chose to claim "it was not described correctly". I disagreed as it was described in detail in the originall, but to no avail, I had to accept the return. In the end I've accept the return as the item does have a personal value to me and I was fine not to sell it after all. So when I've receive the art piece back the buyer didn't bother using the custom protective packaging I've created and it was badly damaged making it pretty much valueless. Guess what? I fought to the end and still I had to give him FULL REFUND and I lost $200 in shipping costs. F*ck eBay.
It happens all the time on ebay selling site, the worst in the world to sell on too many scammers & bad people , but ebay dont do anything they are worst than scammers, thats why theyve millions out of everybodys items. Bring back normality & go to the markets you get a better bargain & get to speak to nicer people
If you sell a car on Ebay, that is literally what the CAN do, no joke. I would NEVER sell anything worth more than a few hundred, something I could afford to lose without having to murder the dishonest buyer to get even!
I would take that buyer to small claims court and sue him for the loss of the headlight, the shipping and a specific amount for the hassle of it all! We all need to join in a class action suit against eBay for scamming sellers.
You usually need to do that in buyer’s courthouse. Pain the ass and usually not worth trouble. Paid for my wife’s college room apartment deposit and owner refused to give back. Would have had to drive 6 hours one way to file , pay filing fee, then wait for court date. Would also have to drive out for court.
@@shade38211 A friend of mine had the same problem. He wrote the landlord a letter explaining nicely that he is about to submit his tax return in ?????? and he needs an answer on the deposit as he would have to put it in his return as a loss. The landlord soon paid up. Mention Taxman and they run. Good luck
I sell quite regularly on eBay so I knew how this was going to end as soon as the video started. eBay offer absolutely no protection for sellers, I've been burned by their dodgy policies before. I wasn't expecting the police form sidetrip though, the fact that they made you jump through all of those useless hoops for no reason is disgusting.
Timmy Gasman A guy broke my laptop and they didn’t every question it, gave him a full refund. Then threaten me with bailiffs. I know it’s petty but now he ever he try’s to sell something I outbid everyone and don’t pay. It’s more fun than just closing my account
This video is PURE GOLD! Stand up to those eBay liars when the do the same to you! Many Thanks Nic and Andrea for taking the time for exposing this! I watched the eBay apology video too. GREAT WORK!
Wow...just wow!!! I have no words. I can not believe how cool and calm you were...I'd be screaming my brains out at that point. I have the highest respect for you on how you handled this. I'm new to eBay...this was very eye opening. Thank you so much for documenting this.
I’m fuming just watching that guys and it’s not even my item! That’s absolutely embarrassing from eBay... basically we have to lie and say they sent bricks back in the future and be as shady as the people returning stuff! Surely if this is the actual case the whole platform would collapse it’s essentially looting sellers! You did well to keep your cool Nic
I disagree completely with what eBay has said and the buyer should have at least sent something back in writing informing Nic of the reasons behind the return (particularly if it was outside the 14 day returns policy). The trouble with doing what you suggest is if the buyer can prove they sent back the item via images (as I always do when returning an item), a seller saying they returned a brick could be considered fraudulent on the part of the seller giving a false declaration. You can try it of course but be prepared to accept any consequences, that could include a permanent ban to the account you used in conjunction with any long standing reputation you have gained through (possibly) years of intensive labour and usually love. You need to as an individual weigh up what is worth more; the goods that have been returned compared with the possible loss of not only positive reputation gained but the account associated with it as well when making that choice. TLDR: Be cautious when considering shady tactics of your own in response to a buyer's. You may be the one who ends up getting burned.
It happens more times than you can imagine. They are complicit in allowing it. I steer everyone away from selling on eBay now, OR the only way to sell is to only sell items as cash on collection. The buyer can then inspect the item before they hand cash over, and it is no different to selling anywhere else at that point. The buyer has no protection (down to paying by cash, do not let them collect after paying by Paypal!).
You're both amazing. Your calmness is impressive. Ebay is yet another corporate I'd avoid as, if they won't support honest sellers, they'd be unable to support buyers who are genuinely disgruntled. Best of luck.
Hi Nic and Andrea, I can’t believe this kind of activity is still allowed to continue and no action is being taken against eBay or buyers. I used to sell high end watches on there and it was the first and last time it happened as I ceased selling on eBay down to my experience and was put on exactly the same wild goose chase as you. I sold a very expensive Breitling watch on eBay and explained that the watch required a service and needs to be sent to Breitling for a full service costing approx £300 but he decided to take it to a local shop who were not certified and consequently broke the internal workings of the watch, it was returned to me for a full refund which was nearly £8,000 and eBay did exactly the same as with you and refunded the money in full and had no regard for myself. It took me months and months of heartache and stress to resolve my case and my only saving grace was the fact that I had owned the watch from new and had it serviced on two previous occasions by Breitling and they held photographic evidence of the previous services and could prove the damage was caused buyers choice of service place but if I didn’t have that evidence I would have undoubtedly lost out on £8k and that’s why I no longer sell on there and never will again. Hope your case gets resolved. David.
I'm so impressed with Nic's ability to remain cool and collected when I can see that he's absolutely boiling inside! Has any good come of this effort to show the truth about so called "seller support" and the follow up video about the apology letter? I'm so glad I happened to find this video. No rose-colored glasses here. Ginny - USA
No, ask him which auto body shop installed it. When a car gets into an accident, things get bent out of shape and things no longer fit. That's why you want an auto body shop to handle fitting problems, not a normal mechanic.
I’d make that a requirement actually...guarantee a return if the item was professionally installed...otherwise that offer is void and all seller liability is gone at that point...
Yes... and it would be fine until it went through a car wash or rained and started to fill up with water. So the buyer was happy with it until that point in time.
Oh my goodness Nic and Andrea, you have really opened our eyes to how Ebay carries on. My husband and I only do reselling as a hobby and that’s hard enough, but your treatment over the headlight by Ebay is astounding. It only goes to prove that the buyer is always right and the sooner the seller is fully recognised as not being dishonest, out to con etc the better. Just subscribed after watching your recent videos where you had your account suspended while you were verified. You both certainly have the patience’s of saints. Sharon
Nic, just so you know. When you have been put on hold, they can still hear you on the other end!! Coming from someone who has worked in a call center environment.
That's why if you were on hold you can cuss up a storm and eventually they'll get to you much quicker because they don't want you to be so angry at the other end
I would claim for the broken light from Royal Mail, as it was returned broken and the buyer is saying that it was ok when he sent it ebays logic is as clumsy as it is insane toddler would run a business better than eBays
They are full of apologies on the phone but you cannot get past the fact that eBay give the money back guarantee and it’s etched in stone and they do not back down from it I’m afraid
not sure if you'd want to make a follow up video: ebay literally asked me to return an item, which I did (to China). By the time it arrives they close the case and won't accept that it's since arrived. There's nothing on the return request mentioning if it takes too long to get there they'll pretty much ignore you. After 12 years with ebay I'm pretty shocked, even with knowing how bad corporate customer service can get.
My nodded Xbox malfunctioned and I used the EBay message system to arrage repair and retun cost Both me and the seller got a warning for making deals without letting eBay get a cut of the $25 S&H 🙄
Had the post office deliver a purchase to the wrong address, they supplied a photo of my safe hiding place ( which I did not recognise or agree to) Ebay sided with the seller who then raised a complaint against me. its just as bad for the buyer sometimes.
If you think eBay is bad for fraud, try being an Amazon seller. We get approx 6-7 items a month returned that have been deliberately swapped, used for a one-off job, had parts scavenged etc. I am sure the likes of Argos also suffer the same sort of thing on a regular basis.
@@jackthehatphoto as a buyer of Amazon products I know what your saying I buy a lot of aquarium parts and the amount of times I have received parts that have obviously been used and are broken and the previous owner has swapped it out
He is the most Patient person I have seen or come across in my entire life time. On that note he appears to be the most patient Businessman too. I think he will most likely become an even bigger businessman. Wish him all the best!!!!
@@downo I did watch the video and I do agree that it was fraud to smash a product and send it back that's the cost of business youkiss the ass of bad reviewers and write off theft. I was just trying to show how to break even when getting Robbed. It's the keep a few one's in a money clip trick your still being held up but its negligible.
@@renaeatkins6625 no store will take this item back and refund the consumers money, not one....so, this is not a loss a retail store would ever encounter...you missed the whole point of the story.
I hate Ebay and will never sell anything on there again. When I had my paintings up for auction I sold eleven of them and of course was charged a hefty fee for the sale. Fine. I understand that. About a month or so later I decided to add more paintings and even opened a store front. I wasn't getting any bids on anything so I closed the store and removed my listings. About a month or so later I started receiving bills from Ebay. I had no idea what this was all about so I called. Of course there's no way to email Ebay and trying to get in touch with customer service is a nightmare but I finally got someone on the phone. The woman had such a thick Asian accent I could hardly understand what she was saying and by the time we hung up I had a massive headache. Basically it was, "blah blah blah fee blah blah blah and more blah. I explained that I had already paid the fee for the big sale but apparently the fees continue on until you want to scream. I paid the damned fee. A month later I received ANOTHER fee!! I went through the same thing on the phone and it was basically the lady reading things from Ebay's website. She couldn't explain to me why I was being charged yet again. Grrrrrrrrrrrrrrr. I paid THAT fee too. Not a lot but enough that ticked me off. Next month, another fee. This crap was getting out of hand. Customer service is no service whatsoever. I finally got fed up and asked her if she could waive the fee and she said she could waive half of it. Okay fine. I paid the other half. Another month comes and ANOTHER fee. This time for $2.52. I call. What the hell is THIS for? The fee is for closing my store. Huh????? So I was charged of course for my sale, charged for something I didn't understand, charged again for some other crap and charged for closing my store. Ebay can kiss my ass. Honestly I don't know how anyone makes any money on there. Etsy is the same way. A fee for this, a fee for that, fee fee fi fo fum. All of you can kiss my bum.
This is what happens when there is practically a monopoly on a business model like ebay has. This people, is why competition is good and we should embrace it.
Well it's not really a monopoly anymore, a lot of ebay style business run out of Amazon, Facebook, Gumtree and through auctioning sites like I-bidder. But yes Ebay is a joke in terms of protecting sellers, there is no protection against fraud.
I personally think the guy who bought the light should have put in a claim in with the garage , that's why they have insurance , I'm angry for you as well , so dam unfair.
thats exactly it, if he had bought the light from a motor factor or dealer and took it back to them damaged he'd be told to GTF (graciously take flight) and chase the garage/fitter
From the buyer's point the easiest port of call is just to dump their problem back onto the seller..VS...Arguing with a couple hefty car mechanics along with a large legal bill. Guess he had sellers photos of the good original item ,so he could have proved to them they got it in good condition. Perhaps it was fitted slightly wrong and a pot hols bump broke it... Either way nothing to do with the seller.
You two are so polite and even tempered. This is exactly why my wife and I stopped selling on eBay. Good luck to the both of you. When you call in all the reps want to do is get you off the line and, when you call back, it will then be the problem of someone else.
I had a same situation earlier in the year with a Sony Amp that was sent in perfect condition and I had a video (All time stamped) showing it working. The buyer sent it back claiming it was faulty and never switched on. The amp was received back all smashed up and wouldn’t switch on. I went through the same process as you guys and still lost £150 to the buyer! This has just really made me angry again watching this video. I voted with my feet and quit eBay. I know I’m a tiny fish in a big pond but this was my way of telling them to do one with their policies. I’m so behind you guys and feel the anger and disappointment with eBay.
Speaking from a mechanics point of view, I would think the buyer as had a bump with his car and damaged his headlight (reason for buying the new one) and possibly the bodywork around the light and light mountings. Speaking from experience if you don't get the mounting brackets lined up right when straightening up the bodywork, and you try to force the light (even a little) into position these headlights will crack. They are not the sturdiest out there and everything needs to be in alignment. The mechanic will have probably known he's broke it but kept quite.
Im never going to sell on ebay ever again after what happened to me several months ago. I sold a rare statue for $1000 and shipped it off with the best packaging avalible only for them to scam refund. I asked for photos and you could see mine in the background with his being the broken one he took photos of. Of course they believed him. I talked to Paypal about it and they banned me from paypal.
In case you don't know - PayPal, Gumtree and eBay are the same corporation. I stopped paying via PayPal (as a buyer) after they refused to refund an item that was delivered to the wrong address. Now, if something happens at least I know I can use my bank to raise a chargeback.
@@Vikturus22 that doe severely complicate things. But like most people here are saying filing a small claims would likely be an easy win and would be handled in your local court
I literally had this happen, the candle was a 30 hour burn, sent out new and sealed had it returned with over half was used so over 15 hours with the return reason of 'I didn't like the scent'. ebay made me refund all including both ways postage. I havent sold on ebay since 2004.just thing of all the fees they would have had from me in that time had i stayed.
This is exactly why I don’t like selling on eBay they care more about the buyer. I hate EBay, I’m sorry for you. I have had this exact same problem, I sent out an item that was broken by the buyer and EBay didn’t give a sh*t.
dave v I had the same too. I have stopped selling on eBay, they have no clue.they are biased towards the buyer, regardless of your standing as a top rated seller. They are systematically putting people off selling and losing money. Facebook selling is the way to go...thank god.
I’ve had the same I sold a Burberry jacket nothing wrong with it and the evil bitch who bought it ripped it and tried to get refund saying it was bad condition when it was only sold as it was a present that didn’t fit nothing wrong it sold for £100 when the jacket price in the shops originally was £650 turned out she just got greedy bidding being a show off but couldn’t actually afford the item well now it’s cost her more than originally because she’s got a strike against her account no refund and got a damaged jacket the silly cow and reason I know she couldn’t afford it as she slipped up and messaged me saying she couldn’t afford it and she’s sorry could I refund her and I said no you shouldn’t have bid in first place if she couldn’t afford it as you’ve bid several times out bidding other buyers and I said no good bye and that’s when she reported it and it all started about it being damaged and it went in her favor at first until I kicked off and said I know my rights and I’ve got evidence and I’ve got screen shots of messages she’s sent me saying she loves the jacket but could she return it as she’s sorry but couldn’t afford to pay that price of even get a discount on it well no and because they didn’t know she had done that they reopened the case and the next day closed it in my favor because I had contacted trading standard about it and told eBay what they had said and that I had trading standards case number and the buyer she was fuming and went mad on messaged to me I just blocked her got the money out my PayPal account and back in my bank and due to this I no longer sell on eBay and use DEPOP for buying items but I shouldn’t have had to have gone to trading standards about eBay
but at the same time Where the heck else can, we do Esells that reach that many people! most of my sales are to the USA market, if i didn't have ebay i would probably never sell anything.
patprop74 yes this is true, but you shouldn’t have to worry that you could sell on ebay and EBay will absolutely refund the buyer for any reason, also EBay should learn what the law says because if you are a private seller on eBay I do believe that distant selling regulation does not apply. However if you speak to them regarding a selling problem they like to quote the distant selling regulation and say you have to refund on this basis.
It really does go both ways, last thing I bought in ebay lied it was never used and was faulty in 2 ways, wont use it for a while to be honest, I did get a refund then got a friend with electronics knowledge to fix it, it works but the battery holds close to zero charge, which makes it useless
Not really they are abiding by laws there to protect customers from suppliers who provide faulty goods. In disputes like this unless its outright clear fraud its really not ebays duty to decide who is in the wrong. It's the sellers duty to take pursue it in small claims court to decide who is wrong. And if the buyer losses it's then something he either has to accept or chase his money by going after the mechanic. The only problem on ebays end is that their system seems setup for actual fraud and not these kinds of returns
@@raalaa121 Decided on balance of probabilities. Case would hinge more on was the item fit for the purpose intended if it accepted it arrived complete and unbroken - ie does a similar one actually fit in the correct place on the car and work and function without spliting ?
I've had two returns recently. One was due to a knob being loose which just needed a grub screw tightening. The other was due to the buyer claiming a fault and there was no fault. People just want to try out items and then send them back.
@Darren Tipple Well for the first item I tightened the grub screw on the knob and it was fine. The second item I spent a day testing and the buyer was pleading with me to send the refund. Almost as if they sent it back because they were short of money. In fact, I had one guy win an auction and claim he couldn't afford to pay. So I relisted and opened a case (to get the fees back) and he grumbled that I had opened a case and he took a personal loan out to pay for the item. This wasn't something vital like a fridge freezer, washing machine or car. This was for a music synthesizer keyboard!
Wow, what an eye opener. I can understand your frustration, I would have thought the buyer leaving a good positive feedback would be enough to prove that the item was perfect when the buyer received it. It just shows that ebay don't give a rats ass about genuine sellers.
Buyers: Return everything broken within 30 days. Sellers: Report a brick has been returned every single time. eBay: Not my problem my dudes. The law of averages will win, I guess.
@@christopheradair2393 eBay's head is up it's butt when it comes to common sense and fairness. Thankfully I've not been scammed so much in my time trading online. Helps having your own online presence where people can't abuse lax returns systems. Distance Selling Regulations still apply of course.
1 - Why does he need a new headlight for his car? 2 - almost certainly because the car has been involved in an accident and the headlight was damaged 3 - if the headlight was damaged it is probable that the body of the car was also damaged. Looking at the damage to the new headlight I would almost guarantee that this was caused by trying to force the headlight to fit into a distorted body, he's either done it himself or his mate 'who knows a bit about cars' has done it for mates rates. This would not have happened in an actual garage - apart from anything else they rarely fit parts they have not themselves supplied.
@Eddie Turbine I don't think that anybody is suggesting that going to small claims court is sensible or would produce a desired outcome but I think he would win. If what he says is correct he has photographic evidence that the item was in brand new undamaged condition when he sent it out, the buyer gave positive feedback and then subsequently returned it in a damaged condition. It wouldn't really matter exactly how the damage was caused or who the individual was who caused it. this is all hypothetical of course.
@Eddie Turbine OK, since we are talking hypothetically this is not just a civil case, it is also a criminal case. If the buyer has returned the item asking for a refund in the knowledge that the item was OK when he received it and he is responsible for the damage he commits a criminal offence of attempting to obtain money by deception.
Also, the garage would've/should've notified the customer the unit was faulty BEFORE fitting! So - either the "Reputable" mechanic/garage broke it fitting it, or the buyer (or his mates rates knows all about cars) fitted it. Pity we can't blacklist that buyer somehow.
The buyer makes them 25 percent so why would they do that? The buyers will still buy if the sellers does not sell. Just from another seller. Business for you.
This video is 3 yrs ago & just gotten worse & worse on eBay. Poshmark is the same “ we can’t confirm the condition of the item when shipped “ Oh but yes you can, I took pictures of the item from all angles with the shipping label visible. But they still say the same thing!
I'm late to this video but holy cow!! Thanks for making it. I'm a new seller on ebay and just decided to QUIT. Been noticing shady practices by ebay to begin with...but your vid has pushed me over the cliff. So sorry that happened to you!!
This is an absolute mirror of what I went through! I sold a brand new sealed microwave to someone, the buyer returned it saying it was used, the item I received back was rusty, showed signs of use and was 100% not what I sent. I was sent on the exact same run around as you, eBay requested a police report, the police wouldn't entertain it as it's not a crime. I went to Action Fraud like yourself and was advised this is unacceptable. After me pushing and pushing against eBay they did the exact same to me! REFUNDED THE BUYER!? I ended up taking eBay to the small claims court for the cost of the item and won, eBay didn't even send anyone to represent themselves. eBay & PayPal are an absolute nightmare to deal with when something goes wrong.
I'm glad to read that, I was about to suggest taking eBay to the small claims court. That you've done it and had a successful result suggests it is a possible option?
@@Channelnem Issue would be repurcussions from Ebay, although a £300 loss is hard to take, is it worth taking the platform you earn your main source of income from to court? Rock and hard place.
@D M I would hope with the contacts within eBay that Nick & Angela have that this could be resolved without the need for court. You'd like to think they'd value their custom and the revenue that they've provided eBay over the years. I only did it part time so wasn't to fussed, I did however take a break from selling shortly after and upon returning found my account had been closed, eBay said it was due to suspicious activity but never did explain why....... I've since been trading trouble free on another account, I will only use eBay as a last resort as a matter of principle now though.
@@declanmaile646 I am in a somehow similar situation and would like to know if your new Ebay account is registered with the same name and bank details as the previous one that was closed please
You realise that this "jumping through the hoops" procedure is designed for is to discourage refunds which will cause them to loose fees. This is the only reason. Ebay staff member actually confirmed this for me. Ebay don't have time nor resources to investigate/deal with these issues, so they tire people on purpose.
Thank you very much for taking your time to do this. Maybe the publicity will help improve eBay's customer service in some way. That police form thing was absolutely crazy. Somebody eBay needs to lose their job over that. If their policy is that you can't get your money back no matter what, what point would there be for you to get a form filled out? And, of course, it's not even a Police matter. They have for the reputation of eBay and wasted your time without getting anything out of it. They could have just denied your claim without making you get that stupid form.
I sold thousands of items on Ebay up until about 5-6 years ago when the "partial refund" scammers took over. At least 1/4 items sold would get a case opened with the buyer saying they wanted to keep the item and get a partial refund. If you don't then they just leave negative feedback. The only way Ebay will remove the feedback is if the buyer literally says "Give me a partial refund or I leave negative feedback" and the scammers learned that real fast. To this day I have family that sells on Ebay and it is still going on.
You are obviously a sensible and honest Seller, and shouldn't have to put up with this crap. I, to, am a Seller on eBay but, to be honest, they are managed by semi-trained monkys who have absolutely no idea about how business works between a Seller and a Buyer. All eBay are interested in is what can they do now to make more money and make selling on eBay more difficult. I am seriously looking at other options now, and am intending to close my account. Well done Nic and Andrea ;-)
Hey Nick, just found some info reference the distant selling regulations it no longer applies in the UK. it has been superseded by the consumer contracts regulations 2014, thats right, 2014 it came into force. The regulation now applies to all online purchases.
Please dont get me wrong here, I thought what you did was good for making people aware of what sellers have to go through selling on that platform. I just have had sooooo many bad experiences since 2003 when I first started selling on there. Hats off to you! Aaahhhh, Cheers mate!
I've passed your video onto a high up UK based director within eBay. Now I cannot promise they will be able to help, but making them aware of this backwards returns policy they have in place is a step forwards.
I was in the exact situation you are and instead of going to eBay I just took the issue to my bank and reported the issue and they refunded my money. I absolutely think what eBay did was unjustly but could’ve you filed a claim with your bank. That’s what I normally do, I never go to the company or to the buyer I just let my bank take care of it. I’ve always been refunded reporting it to my bank first
Exactly, I worked in retail for 10 years and we would never offer a refund for an accidental damage scenario, as a buyer the are not covered for that under a normal guarantee, they would get told to jog on, so what does EBays buyers guarantee cover? ..... Anything it seems, this surely is not right!
Gary Reynolds. No because if you buy it in store your not covered under distance selling regulations. It only covers you if the item is bought without seeing it physically in person.
@@garyreynolds1962 yes because PCworld have to prove you damaged it, and your card company would refund you under section 75 if using credit card or charge back if paying by debut card.
Very helpful and insightful video. eBay support is a complete joke. Like everything these days you end up talking with 'off-shore' telephone help who have no idea what to do. As long as eBay get their 12% cut ( incl the postage fees) they don't really give a stuff! I have learned from similar experiences in selling online - what NOT to sell.
Makes my blood boil, honesty.... as a seller I have been in your exact shoes and there seems to be absolutely no protection for us!!! It’s a joke...... thank you for sharing this.... glad to see it’s not just me banging my head against the wall.
I'm ordering the most expensive thing on Ebay I can find in a minute. My 2nd purchase will be a hammer......you can see where I'm going with this can't you. In all seriousness though you did a good job recording this. You should put this out there for free download. When Ebay ever argue with a genuine buyer who has had problems this will be the back up video to play them. They won't have a leg to stand on.
They have all the evidence to that they need. Video evidence is pretty strong in court. I'm wondering if we should all be recording our interactions with eBay..
I hate Ebay. Gets worse by the week. We should be able to file class action against them for not honoring selling protection. Ebay will never let an employee have a public discussion with you.
I had exactly the same problem. Sold a £400 CCTV system. Had video evidence of me repacking the system in its original box. Had a photo of the item being delivered undamaged by the courier. A few weeks after, the buyer turned around and wanted a refund as items were missing as the item was "damaged in transit". Ebay gave full refund without even speaking to me first, as the guy had just returned the item to me without asking first. He returned it without half of the parts. Ebay said it wasnt thier problem, he had claimed that the item was missing parts in his return, and just returned it. That was all they were interested in. Had he sent the item back, and once they had confirmation from his courier that it had arrived back with me, they didnt care if parts that were there when it was sent were missing. All my evidence was thrown out the window. I fortunately didnt end up paying him for the return, but only because I decided to cut my losses with ebay, closed my account and cancelled all direct debits with ebay, paypal etc. Made sure the bank account was closed down before they coul make any claim. I rang ebay and told them what I had done, and they werent happy. They tried to argue that I couldnt do it, but I argued that they also couldnt just ignore clear evidence of fraud by the buyer, and refund based off lies from the buyer, or even issue a refund without me accepting the return first. It's been 10 years, and ebay hasnt chased for the money. I think they kinda realised they were in wrong and gave up. I hav eopened a new ebay account, but refuse to sell anything on there personally. On the rare occassion that I've sold things on our work ccount, I've photographed and made video's showing condition of the item as it is being packaged and even as it is handed to the courier. The couriers are pretty good at taking photo's on delivery, so it's usually easy to prove when your in right wen it comes to delivery damage.
@@zeegoff5329 What is the name of your store? I’ll check you out to see if you’ve got anything nice that I’ve got sitting in my shed because it’s broke.
i bought stuff off ebay that was broke or didn't match description and ebay wouldn't make them give refund. won an item once with no reserve and seller pulled listing after i won and paid, ebay wouldn't open a case against him cause he pulled listing and denied transaction occurred . paypal took the money but since ebay owners also own paypal their was no resolution and i paid for items i never received
I'm 22 minutes in and I feel it's not "in one ear, out the other" with the person on the phone, more like "over the head and totally ignored". What load of wasted time! So sorry you dealt with this. I found you on TH-cam and see you sell Lego. I'll be buying some bits from you and hope my new custom least helps you.
E-Bay definitely needs to listen to it's sellers. Their should be something that lists yes you can get a refund if something is wrong or 1/2 back of the item was under normal use and then buyer abuse exempt. So if the damage occurs from buyer abuse then that is thier loss. The guy would not have gotten a refund if he walked into a store and bought it then try to return it in damaged condition. Thank you for sharing.
Terrible. But I'd be lying if I said I was surprised at this. Perhaps a trip to a solicitor for their legal interpretation of what has happened here might be handy before you speak to an eBay rep on TH-cam?
I was just about to say the same thing. We need a solicitors interpretation of this rule to see if it's actually legal for ebay to allow this to happen.
Wow!! Just WOW!! Makes me want to reconsider becoming a seller on eBay. I’m really sorry this happened to you. But thank you for sharing this. Definitely eye opening.
See Ebay's apology in the follow up video here - th-cam.com/video/miJwqkAM1NE/w-d-xo.html
Fraud is not a civil matter. A court case after to retrieve funds might be.
But fraud is a crime.
Law pertains to people, people's property and fraud.
Never, and I mean NEVER take legal advice from the police.
Like asking a vegan for a good veal recipe.
www.garda.ie/en/Crime/Fraud/What-is-fraud-.html
Fraud is where a person is financially cheated by another person.
Fraud occurs when an individual deceives another by inducing them to do something or not do something that results in a financial loss. The fraud can be committed either online, in person on via correspondence.
So if it's never their product essentially, since you bear the full cost, didn't the buyer just destroy your property?
So if I bought a box of chocolates, ate the entire contents, and sent it back, no problem?
They will argue that it isn't the same product I received?
Really.....you don't say.
You mean to say I altered the product. Go on.
I have seen precedent, all documented.
And I do believe he sent back the broken one they replaced.
Made in the same factory by the same people using the same machines, which put all tags in the same place and unless you two items in front of you, or incredible photographic memory, would never see the difference.
Just a small unique mark or two on those tags would do.
Nick⚽️ and Andrea it’s part of doing business just except it end of story. If you think you’re going to sell on eBay and not lose money occasionally you’re joking you really fooling yourself you need to be realistic grow up and be a businessman and woman and face the facts there’s just no two ways about it Ebay is not wrong you’re wrong sorry I am a fellow seller and I’m pretty picky but I faced the facts remember they’re giving you an option for 50% that’s almost your cost on an item and if it’s not then you’re not a good businessman end of story accept your money back to cover your cost and move on and start again you didn’t lose money LOL
I would NEVER EVER sell through them again. They are scam artists who don’t give a damn about the sellers. They would loose all my business. I’m sorry this happened!
Sometimes I wonder who is a bigger scammer: buyer or eBay themselves.
eBay enables scammers, they don't care as they profit regardless of what happens.
I think eBay as they dont protect the seller at all . sickening
@@wowitsshit9734 I completely agree with you! They’re useless! They don’t care as long as they make a profit.
eBay
eBay because they encourage this behavior by punishing the seller and rewarding the scammer.
Nic's ability to keep his cool is incredible.
i do agree, because I would have lost it completely at 21:29
it's like the dude doesn't understand and just keeps saying his own thing and doesn't want to acknowledge the truth
I'd have strangled them through the phone, horrible seller support
I blew a fuse watching this video!!!
Blindshiva If you bought that fuse on eBay in the last 30 days, return it for a full refund :)
He’s doing V signs and miming shouting at them whilst you’re reading what they are saying to him on the phone, but still yes.
As soon as a buyer gives good feedback there should be no auto return. Clearly the item has been accepted.
J Williams that’s a brilliant idea!! 😁
Than no one will give good feedback.What if they find problem later?
@@moskit76 they are still covered if it's a genuine fault. It's the auto return that's the problem, nothing stopping them contacting the seller at a later point
J Williams this would save time, headaches, and above all make perfect sense... so ebay will never do it
honestly there is no perfect system you either end up with one that favours the seller and screws buyers or one that screws sellers and favours buyers it just depends on which makes them more profit and which is easier to maintain and ebay amazon and other e-commerce giants seem to have settled on "the customer is always right" policy as most profitable
Thank You!!! You folks are true heros for showing eBay's true nature! I have been an EBay reseller now for 21 years and thank God I have never been scammed like this except for 2 times over nickel/dime items that weren't worth fussing about. EBay in general is so full of crap that some days I can hardly stand dealing with them! I miss the days when Meg W. was in-charge she had a pretty good handle on things! It has largely been a race-to-the-bottom since she left the company! Hopefully EBay will pay attention to this video and make some changes! Thanks Again :-) Best Wishes from across the pond :-)
Watching this brings it all back- I'm having cold sweats. This is exactly why I gave up my eBay store- their 'customer support' is like dealing with Scientologists.
Same here. Selling online is not worth it. Regular auctions or dealer to dealer is best.
Tell them Tom Cruise and L.Ron Hubbard wants fair and painless justice on Ebay !
I gave up selling on eBay years ago, their ' buyer protection' scheme is completely bias, the buyer can do no wrong. Never sell anything over £6
do you mean biased?
They take the piss.
Where do you sell now?
@@wavell14 yes Indeed I do 😁
@@fondelmaddick5085 local, Facebook, etc
@@wavell14 we got a spelling bee champ over here folks! Look Andrew Gill spotted a misspellling. He is gosh darn smart!
The buyer should be flagged as a scammer with his email address
In the old system you could leave feedback on buyers, so sellers could see the scammers
Oh they would never do that.. I hate eBay policies.period
The buyer wasn't necessarily a scammer. His car mechanic is likely to be the one who broke it - knowingly or unknowingly.
@@hansiesma16 whoever did that I wouldn't class them as a mechanic
@@hansiesma16 well the seller didn’t sell it that way .he did not deserve a refund.
I like how they refer to you as a top rated seller then treat you that way. Imagine the treatment you'd get as a low rated seller.
Its all BS
I'm an ebay seller , im 20 minutes in to your video and I feel like I want to close my account down with ebay and run for my life! Thanks for a great upload! Feel so sorry for you both
This was the tip of the iceberg, and I think I will join you in closing my account. Ebay don't deserve my items to be sold in
Ebay doesn't deserve my items to be sold in its platform.
same here, just trying to sell some stuff before i move and it's scam city (ghost buyers, liars, scammers)
@@PhoenixSirius same here I sold some retro video games and I sold them as is and used the guy started screaming that he could smell cigarettes on the items and he sent it back severely water damaged by him wiping down the paper manuals and took one apart and ruined it putting it back together and replaced the original manual’s with reproduction manual’s. The case art is water damaged also. So far all they took off the shipping only so I froze my account until I get this sorted out but I will cancel my account to stop this from going any further.
Same here, it’s shocking
When ever someone says “I completely understand” it means they don’t and they are trying to cover up their inability to do something.
Yes and they don't care
@being aperson you must be the tw*t who broke the light
Looks like it! 😏
I'm sure they understood and ebay customer service truthfully believed the seller yet that is there type protocol that does truly sucks for honest people just trying to make a type living with there sales
I basically had the exact same experience as a seller. I'm glad a quarter of a million potential eBay sellers watched your video showing exactly how eBay treats their sellers when a buyer sends back a destroyed item or an item lot returned with items stolen. They don't help sellers at all, they just talk you into giving the buyer a refund regardless of what they broke or stole. In the end they'll make you feel like a crazy insane person just for trying to cover yourself as a seller from a bad buyer.
I had this happen but as a buyer. The seller sent an item and it arrived broken. The guy only refunded me half of my money
Here a long story short about my sale on eBay: I've sold an expensive piece of art, $4k. The buyer wanted to return it for whatever reason, so he chose to claim "it was not described correctly". I disagreed as it was described in detail in the originall, but to no avail, I had to accept the return. In the end I've accept the return as the item does have a personal value to me and I was fine not to sell it after all. So when I've receive the art piece back the buyer didn't bother using the custom protective packaging I've created and it was badly damaged making it pretty much valueless. Guess what? I fought to the end and still I had to give him FULL REFUND and I lost $200 in shipping costs. F*ck eBay.
small claims court if you are american they cant show up with a lawyer and if they dont show up you get what you ask for within reason
@@nolo1337 so if you win small claims how do you collect on it?
@@dianavasile8067 The court can order the Sheriffs' Department of the county to seize property to satisfy the debt.
It happens all the time on ebay selling site, the worst in the world to sell on too many scammers & bad people , but ebay dont do anything they are worst than scammers, thats why theyve millions out of everybodys items. Bring back normality & go to the markets you get a better bargain & get to speak to nicer people
I’m watching these videos while considering selling my own stuff on eBay but your comment, these vids etc are putting me off
According to eBay, I can buy a new car, smash it up, and then request a full refund from the seller because I've returned the same car
If you sell a car on Ebay, that is literally what the CAN do, no joke. I would NEVER sell anything worth more than a few hundred, something I could afford to lose without having to murder the dishonest buyer to get even!
I would take that buyer to small claims court and sue him for the loss of the headlight, the shipping and a specific amount for the hassle of it all! We all need to join in a class action suit against eBay for scamming sellers.
You usually need to do that in buyer’s courthouse. Pain the ass and usually not worth trouble. Paid for my wife’s college room apartment deposit and owner refused to give back. Would have had to drive 6 hours one way to file , pay filing fee, then wait for court date. Would also have to drive out for court.
And he would most likely lose.
@@shade38211 You can do a small claims on line now
@@shade38211 A friend of mine had the same problem. He wrote the landlord a letter explaining nicely that he is about to submit his tax return in ?????? and he needs an answer on the deposit as he would have to put it in his return as a loss. The landlord soon paid up. Mention Taxman and they run. Good luck
What a Karen you Karen, always court always law and always your opinion right
eBay really is a mess these days. They always side with the buyer.
yea. does the govt run it now;-)
I sell quite regularly on eBay so I knew how this was going to end as soon as the video started. eBay offer absolutely no protection for sellers, I've been burned by their dodgy policies before. I wasn't expecting the police form sidetrip though, the fact that they made you jump through all of those useless hoops for no reason is disgusting.
Had a similar experience. i’ve stopped using ebay and advise everyone else to do similar.
Timmy Gasman
A guy broke my laptop and they didn’t every question it, gave him a full refund. Then threaten me with bailiffs. I know it’s petty but now he ever he try’s to sell something I outbid everyone and don’t pay. It’s more fun than just closing my account
@@markwhibley9787 lol. Even better buy the item, smash it, and send it back like this video
What do you use instead?
Use the local free advertiser and am selling everything with no messers, cancelled my thieving PayPal account and the one sided eBay account.
@Peter Falconer Margin, as ebay said is the key, make sure you've got the markup to cover this stuff. Anything low profit, stick it on facebook.
This video is PURE GOLD! Stand up to those eBay liars when the do the same to you! Many Thanks Nic and Andrea for taking the time for exposing this! I watched the eBay apology video too. GREAT WORK!
If eBay was a high street 'bricks & mortar' outfit trading standards would've had them closed down years ago.
Along with all the sellers.
The problem is it's an American company say no more
Wow...just wow!!! I have no words. I can not believe how cool and calm you were...I'd be screaming my brains out at that point. I have the highest respect for you on how you handled this. I'm new to eBay...this was very eye opening. Thank you so much for documenting this.
The lesson is clearly don't trade on ebay. It's not worth the hassle.
This. Or if you do trade, dont sell any high value item you wouldnt be happy losing money on.
Don’t trade any high valued items above £100
I have great success on ebay you have to put this is your plan for loss it happens in all types of business.
Ebay is about making Ebay money, no-one else.
True, so sick of eBay telling me to reduce item to secure a sale. They want you to just give it away .........
I’m fuming just watching that guys and it’s not even my item! That’s absolutely embarrassing from eBay... basically we have to lie and say they sent bricks back in the future and be as shady as the people returning stuff! Surely if this is the actual case the whole platform would collapse it’s essentially looting sellers! You did well to keep your cool Nic
When you think about it, that basically means you can do multiple items to the same seller and even make them poor for a month.
I disagree completely with what eBay has said and the buyer should have at least sent something back in writing informing Nic of the reasons behind the return (particularly if it was outside the 14 day returns policy). The trouble with doing what you suggest is if the buyer can prove they sent back the item via images (as I always do when returning an item), a seller saying they returned a brick could be considered fraudulent on the part of the seller giving a false declaration.
You can try it of course but be prepared to accept any consequences, that could include a permanent ban to the account you used in conjunction with any long standing reputation you have gained through (possibly) years of intensive labour and usually love. You need to as an individual weigh up what is worth more; the goods that have been returned compared with the possible loss of not only positive reputation gained but the account associated with it as well when making that choice.
TLDR: Be cautious when considering shady tactics of your own in response to a buyer's. You may be the one who ends up getting burned.
It happens more times than you can imagine. They are complicit in allowing it. I steer everyone away from selling on eBay now, OR the only way to sell is to only sell items as cash on collection. The buyer can then inspect the item before they hand cash over, and it is no different to selling anywhere else at that point. The buyer has no protection (down to paying by cash, do not let them collect after paying by Paypal!).
You're both amazing. Your calmness is impressive. Ebay is yet another corporate I'd avoid as, if they won't support honest sellers, they'd be unable to support buyers who are genuinely disgruntled. Best of luck.
I think the police have enough to deal with than ebayers turning up, you have the patience of a saint, how frustrating. 😡
Hi Nic and Andrea, I can’t believe this kind of activity is still allowed to continue and no action is being taken against eBay or buyers. I used to sell high end watches on there and it was the first and last time it happened as I ceased selling on eBay down to my experience and was put on exactly the same wild goose chase as you. I sold a very expensive Breitling watch on eBay and explained that the watch required a service and needs to be sent to Breitling for a full service costing approx £300 but he decided to take it to a local shop who were not certified and consequently broke the internal workings of the watch, it was returned to me for a full refund which was nearly £8,000 and eBay did exactly the same as with you and refunded the money in full and had no regard for myself. It took me months and months of heartache and stress to resolve my case and my only saving grace was the fact that I had owned the watch from new and had it serviced on two previous occasions by Breitling and they held photographic evidence of the previous services and could prove the damage was caused buyers choice of service place but if I didn’t have that evidence I would have undoubtedly lost out on £8k and that’s why I no longer sell on there and never will again. Hope your case gets resolved. David.
Wow. Who buys an £8k Breitling & gets it serviced by Timpsons?!
@@mclovin583 people on ebay who then abuse buyer protection all the wile the seller pays all fees to ebay hmm....
I'm so impressed with Nic's ability to remain cool and collected when I can see that he's absolutely boiling inside! Has any good come of this effort to show the truth about so called "seller support" and the follow up video about the apology letter? I'm so glad I happened to find this video. No rose-colored glasses here. Ginny - USA
Bless your EXTREMELY patient souls. Christ.
Yes. I LOST IT, just watching the poor sellers deal with this sheite!!
He installed it himself broke it, Ask him which Mechanic installed it and to see the receipt,
Or he had a minor bump in the car park...
>
No, ask him which auto body shop installed it. When a car gets into an accident, things get bent out of shape and things no longer fit. That's why you want an auto body shop to handle fitting problems, not a normal mechanic.
A receipt would NOT HAVE HELPED HIM, cause ebay don't give a squat what proof the seller has or provides!
I’d make that a requirement actually...guarantee a return if the item was professionally installed...otherwise that offer is void and all seller liability is gone at that point...
@@w8what575 l
Obviously the car had body damage and "the so called mechanic" trying to line up the light mounting with the bent body bracket caused the damage
Yes... and it would be fine until it went through a car wash or rained and started to fill up with water. So the buyer was happy with it until that point in time.
You can see from the damage that's pretty much what has happened.
Thats what happens when you use shyte mechanics.
An actual mechanic would not have caused this damage to start with.
@@andystokes8702 a smart person would have let the body man install it not the mechanic.
Oh my goodness Nic and Andrea, you have really opened our eyes to how Ebay carries on. My husband and I only do reselling as a hobby and that’s hard enough, but your treatment over the headlight by Ebay is astounding. It only goes to prove that the buyer is always right and the sooner the seller is fully recognised as not being dishonest, out to con etc the better. Just subscribed after watching your recent videos where you had your account suspended while you were verified. You both certainly have the patience’s of saints. Sharon
Nic, just so you know. When you have been put on hold, they can still hear you on the other end!! Coming from someone who has worked in a call center environment.
I thought the same thing worked in call centre for 23 years
You’ve just blown my mind...
Not if you put your 'phone on mute
Nooo way,!!!.. 😮🤣🤭 hahahahahaha... the things ive said... !!
That's why if you were on hold you can cuss up a storm and eventually they'll get to you much quicker because they don't want you to be so angry at the other end
That's like me buying a China vase, putting it on the mantle, then knocking it off and smashing it into 20 pieces, then asking for a refund. Madness
Exactly
Ebay is not a good company to deal with. Many people unsatisfied lately
They would try and say that the broken vase was now a jigsaw😂 puzzle
I would claim for the broken light from Royal Mail, as it was returned broken and the buyer is saying that it was ok when he sent it ebays logic is as clumsy as it is insane toddler would run a business better than eBays
They are full of apologies on the phone but you cannot get past the fact that eBay give the money back guarantee and it’s etched in stone and they do not back down from it I’m afraid
not sure if you'd want to make a follow up video: ebay literally asked me to return an item, which I did (to China). By the time it arrives they close the case and won't accept that it's since arrived. There's nothing on the return request mentioning if it takes too long to get there they'll pretty much ignore you. After 12 years with ebay I'm pretty shocked, even with knowing how bad corporate customer service can get.
My nodded Xbox malfunctioned and I used the EBay message system to arrage repair and retun cost
Both me and the seller got a warning for making deals without letting eBay get a cut of the $25 S&H 🙄
So clearly when it comes to eBay, honesty is not the best policy.
I'd send this the way of watchdog, the only way to stop this is to put them on national television. They literally allow buyers to commit fraud.
mcsub yeah this is a good idea
Had the post office deliver a purchase to the wrong address, they supplied a photo of my safe hiding place ( which I did not recognise or agree to) Ebay sided with the seller who then raised a complaint against me. its just as bad for the buyer sometimes.
Is Watchdog still on? It's not like the new, "woke" BBC to make programmes that help normal, honest people.
If you think eBay is bad for fraud, try being an Amazon seller. We get approx 6-7 items a month returned that have been deliberately swapped, used for a one-off job, had parts scavenged etc. I am sure the likes of Argos also suffer the same sort of thing on a regular basis.
@@jackthehatphoto as a buyer of Amazon products I know what your saying I buy a lot of aquarium parts and the amount of times I have received parts that have obviously been used and are broken and the previous owner has swapped it out
I am so sorry this happened to you. This makes me think twice about seriously selling items on eBay. No protection for the seller!
This is why I won't sell high priced items on ebay
playing a violin for sympathy. you have been "Ebayed" I quit selling 10 years ago for same crap only different manure.
He is the most Patient person I have seen or come across in my entire life time. On that note he appears to be the most patient Businessman too. I think he will most likely become an even bigger businessman. Wish him all the best!!!!
This has made my mind up. ebay can f+++ off and fleece somebody else, i'm closing my seller account and removing my items as from NOW!
all business take losses factor it in or just give up and go get a day job.
good. plus paypal was gonna take ur money if u stay on ebay
@@renaeatkins6625 this particular case is considered actual fraud across the board. Have you watched the video?
@@downo I did watch the video and I do agree that it was fraud to smash a product and send it back that's the cost of business youkiss the ass of bad reviewers and write off theft. I was just trying to show how to break even when getting Robbed. It's the keep a few one's in a money clip trick your still being held up but its negligible.
@@renaeatkins6625 no store will take this item back and refund the consumers money, not one....so, this is not a loss a retail store would ever encounter...you missed the whole point of the story.
I hate Ebay and will never sell anything on there again. When I had my paintings up for auction I sold eleven of them and of course was charged a hefty fee for the sale. Fine. I understand that.
About a month or so later I decided to add more paintings and even opened a store front. I wasn't getting any bids on anything so I closed the store and removed my listings.
About a month or so later I started receiving bills from Ebay. I had no idea what this was all about so I called. Of course there's no way to email Ebay and trying to get in touch with customer service is a nightmare but I finally got someone on the phone. The woman had such a thick Asian accent I could hardly understand what she was saying and by the time we hung up I had a massive headache.
Basically it was, "blah blah blah fee blah blah blah and more blah. I explained that I had already paid the fee for the big sale but apparently the fees continue on until you want to scream.
I paid the damned fee.
A month later I received ANOTHER fee!! I went through the same thing on the phone and it was basically the lady reading things from Ebay's website. She couldn't explain to me why I was being charged yet again. Grrrrrrrrrrrrrrr. I paid THAT fee too. Not a lot but enough that ticked me off.
Next month, another fee. This crap was getting out of hand. Customer service is no service whatsoever. I finally got fed up and asked her if she could waive the fee and she said she could waive half of it. Okay fine. I paid the other half.
Another month comes and ANOTHER fee. This time for $2.52. I call. What the hell is THIS for?
The fee is for closing my store. Huh?????
So I was charged of course for my sale, charged for something I didn't understand, charged again for some other crap and charged for closing my store. Ebay can kiss my ass.
Honestly I don't know how anyone makes any money on there. Etsy is the same way. A fee for this, a fee for that, fee fee fi fo fum. All of you can kiss my bum.
me too Johnny me getty picture
That's insane
Ive had this a couple of times not just from ebay, continuing fees get taken out. I always lose my credit card when this happens and get a new one.
This is what happens when there is practically a monopoly on a business model like ebay has. This people, is why competition is good and we should embrace it.
Well it's not really a monopoly anymore, a lot of ebay style business run out of Amazon, Facebook, Gumtree and through auctioning sites like I-bidder. But yes Ebay is a joke in terms of protecting sellers, there is no protection against fraud.
I'm guessing, all the others will wash their hands, in these situations, it sucks, it's wrong, it's the fraudulent world we live in, unfortunately
I personally think the guy who bought the light should have put in a claim in with the garage , that's why they have insurance , I'm angry for you as well , so dam unfair.
thats exactly it, if he had bought the light from a motor factor or dealer and took it back to them damaged he'd be told to GTF (graciously take flight) and chase the garage/fitter
Lesley Barrett yeah. I don’t get why the garage was not the first port of call for a replacement
Jess Autumn seriously?
From the buyer's point the easiest port of call is just to dump their problem back onto the seller..VS...Arguing with a couple hefty car mechanics along with a large legal bill. Guess he had sellers photos of the good original item ,so he could have proved to them they got it in good condition. Perhaps it was fitted slightly wrong and a pot hols bump broke it... Either way nothing to do with the seller.
Round Tuit Exactly. This is concerning for sellers.
just removed my items for sale on ebay......cheers for the info.
You two are so polite and even tempered. This is exactly why my wife and I stopped selling on eBay. Good luck to the both of you. When you call in all the reps want to do is get you off the line and, when you call back, it will then be the problem of someone else.
I had a same situation earlier in the year with a Sony Amp that was sent in perfect condition and I had a video
(All time stamped) showing it working. The buyer sent it back claiming it was faulty and never switched on. The amp was received back all smashed up and wouldn’t switch on. I went through the same process as you guys and still lost £150 to the buyer! This has just really made me angry again watching this video. I voted with my feet and quit eBay. I know I’m a tiny fish in a big pond but this was my way of telling them to do one with their policies. I’m so behind you guys and feel the anger and disappointment with eBay.
Speaking from a mechanics point of view, I would think the buyer as had a bump with his car and damaged his headlight (reason for buying the new one) and possibly the bodywork around the light and light mountings. Speaking from experience if you don't get the mounting brackets lined up right when straightening up the bodywork, and you try to force the light (even a little) into position these headlights will crack. They are not the sturdiest out there and everything needs to be in alignment. The mechanic will have probably known he's broke it but kept quite.
You are assuming there was a mechanic. My guess is he tried to fix it himself, didn't have a clue what he was doing and stuffed it up.
Did he keep quiet or did he keep quite quiet?
This is why I use vinted I'm glad you showed this
I hate eBay
It's interesting to see how you move from being a respected top seller and called "Nic" to being called Mr. Hills, then Sir.
What proof is there that this item wasn't damaged in shipping??? I wouldn't have noticed the crack your showing in the video.
I have had so many issues like this with eBay. It’s so frustrating
Im never going to sell on ebay ever again after what happened to me several months ago. I sold a rare statue for $1000 and shipped it off with the best packaging avalible only for them to scam refund. I asked for photos and you could see mine in the background with his being the broken one he took photos of. Of course they believed him. I talked to Paypal about it and they banned me from paypal.
In case you don't know - PayPal, Gumtree and eBay are the same corporation.
I stopped paying via PayPal (as a buyer) after they refused to refund an item that was delivered to the wrong address.
Now, if something happens at least I know I can use my bank to raise a chargeback.
The very same thing happened to me selling vintage shoes.
If you have photos that show for sure, Find a civil lawyer for PayPal and file a Criminal Fraud complaint against the buyer.
Mob6 CCJP i have the photographs. The only massive problem is that im in NZ and the buyer is in the us. I would have no clue how that works
@@Vikturus22 that doe severely complicate things. But like most people here are saying filing a small claims would likely be an easy win and would be handled in your local court
So if I sold a candle on Ebay which I have done, someone could use it and return the jar ?? That's insane.
I sold a homing pigeon. I sold it 10 times.
Yep pretty much
Yes as long as they sent you some of the original wax back then thats exactly it according to ebay.
I literally had this happen, the candle was a 30 hour burn, sent out new and sealed had it returned with over half was used so over 15 hours with the return reason of 'I didn't like the scent'. ebay made me refund all including both ways postage. I havent sold on ebay since 2004.just thing of all the fees they would have had from me in that time had i stayed.
This is exactly why I don’t like selling on eBay they care more about the buyer. I hate EBay, I’m sorry for you. I have had this exact same problem, I sent out an item that was broken by the buyer and EBay didn’t give a sh*t.
dave v I had the same too. I have stopped selling on eBay, they have no clue.they are biased towards the buyer, regardless of your standing as a top rated seller. They are systematically putting people off selling and losing money. Facebook selling is the way to go...thank god.
john burrows hi John, yes me too Facebook marketplace at the moment seems to be a good platform. EBay should be worried about this
I’ve had the same I sold a Burberry jacket nothing wrong with it and the evil bitch who bought it ripped it and tried to get refund saying it was bad condition when it was only sold as it was a present that didn’t fit nothing wrong it sold for £100 when the jacket price in the shops originally was £650 turned out she just got greedy bidding being a show off but couldn’t actually afford the item well now it’s cost her more than originally because she’s got a strike against her account no refund and got a damaged jacket the silly cow and reason I know she couldn’t afford it as she slipped up and messaged me saying she couldn’t afford it and she’s sorry could I refund her and I said no you shouldn’t have bid in first place if she couldn’t afford it as you’ve bid several times out bidding other buyers and I said no good bye and that’s when she reported it and it all started about it being damaged and it went in her favor at first until I kicked off and said I know my rights and I’ve got evidence and I’ve got screen shots of messages she’s sent me saying she loves the jacket but could she return it as she’s sorry but couldn’t afford to pay that price of even get a discount on it well no and because they didn’t know she had done that they reopened the case and the next day closed it in my favor because I had contacted trading standard about it and told eBay what they had said and that I had trading standards case number and the buyer she was fuming and went mad on messaged to me I just blocked her got the money out my PayPal account and back in my bank and due to this I no longer sell on eBay and use DEPOP for buying items but I shouldn’t have had to have gone to trading standards about eBay
but at the same time Where the heck else can, we do Esells that reach that many people! most of my sales are to the USA market, if i didn't have ebay i would probably never sell anything.
patprop74 yes this is true, but you shouldn’t have to worry that you could sell on ebay and EBay will absolutely refund the buyer for any reason, also EBay should learn what the law says because if you are a private seller on eBay I do believe that distant selling regulation does not apply. However if you speak to them regarding a selling problem they like to quote the distant selling regulation and say you have to refund on this basis.
Thanks for sharing this story and for following it all the way through, very informative.
Buyers try EVERYTHING.. sheesh. sorry that happened
and so do some sellers
@@lisaherring586 Ebay sellers are not to be trusted.
It really does go both ways, last thing I bought in ebay lied it was never used and was faulty in 2 ways, wont use it for a while to be honest, I did get a refund then got a friend with electronics knowledge to fix it, it works but the battery holds close to zero charge, which makes it useless
This is the exact reason I stopped selling on eBay.
This is terrible, eBay takes the piss, we need a new option like eBay managed by a proper team that actually cares for their customers
Not really they are abiding by laws there to protect customers from suppliers who provide faulty goods. In disputes like this unless its outright clear fraud its really not ebays duty to decide who is in the wrong. It's the sellers duty to take pursue it in small claims court to decide who is wrong. And if the buyer losses it's then something he either has to accept or chase his money by going after the mechanic. The only problem on ebays end is that their system seems setup for actual fraud and not these kinds of returns
Totally agree. They have workers making decisions in the Philippines that do not want to listen
I Really feel this man’s frustration. Been selling for few years now and men o men these returns ruin my day.
Take the small court case in your area cost about £40 ..
Was just going to say this
Small claims is a waste of time as well. It's a he say / she say scenario. And takes absolutely forever.
@@raalaa121 I know somone who won this not that long ago ..
@@raalaa121 Decided on balance of probabilities. Case would hinge more on was the item fit for the purpose intended if it accepted it arrived complete and unbroken - ie does a similar one actually fit in the correct place on the car and work and function without spliting ?
I've had two returns recently. One was due to a knob being loose which just needed a grub screw tightening. The other was due to the buyer claiming a fault and there was no fault. People just want to try out items and then send them back.
@Darren Tipple Well for the first item I tightened the grub screw on the knob and it was fine. The second item I spent a day testing and the buyer was pleading with me to send the refund. Almost as if they sent it back because they were short of money. In fact, I had one guy win an auction and claim he couldn't afford to pay. So I relisted and opened a case (to get the fees back) and he grumbled that I had opened a case and he took a personal loan out to pay for the item. This wasn't something vital like a fridge freezer, washing machine or car. This was for a music synthesizer keyboard!
Wow, what an eye opener. I can understand your frustration, I would have thought the buyer leaving a good positive feedback would be enough to prove that the item was perfect when the buyer received it. It just shows that ebay don't give a rats ass about genuine sellers.
Buyers: Return everything broken within 30 days.
Sellers: Report a brick has been returned every single time.
eBay: Not my problem my dudes.
The law of averages will win, I guess.
But that's it, it don't need to be broken, just used an abused simples!!!!!!.....
@@christopheradair2393 eBay's head is up it's butt when it comes to common sense and fairness. Thankfully I've not been scammed so much in my time trading online. Helps having your own online presence where people can't abuse lax returns systems. Distance Selling Regulations still apply of course.
Ebay would go out of business very quickly if there was a viable alternative.
Lets hope Poshmark gets here soon. Vinted and Depop are already starting to compete in the used clothes market!
People have been saying the same thing for about 15 years now and not one of them has been correct.
@@supertouring22 There's been no viable alternative...everything else has been terrible!
Maybe nic and Andrea can get a platform going. I am sure plenty of us would support (might need a good sells week to find it though)
@@hellooohowareudoing exactly. They have cornered the market which is why they aren't going anywhere.
When ebay brought up the police i would have died laughing at her.
I'd never sell anything on ebay ever again - too expensive and you have no backing from them, i sell for free on face book or gumtree now
worse than no backup they actively work against you and for the customer
Ebay own gumtree.
@@gotany1 if that's true, so what, it's still free to sell , i've sold loads of things on there so i don't understand the point your making here??
@@davidreynolds9649 sad but true -
And Shpock
1 - Why does he need a new headlight for his car?
2 - almost certainly because the car has been involved in an accident and the headlight was damaged
3 - if the headlight was damaged it is probable that the body of the car was also damaged.
Looking at the damage to the new headlight I would almost guarantee that this was caused by trying to force the headlight to fit into a distorted body, he's either done it himself or his mate 'who knows a bit about cars' has done it for mates rates. This would not have happened in an actual garage - apart from anything else they rarely fit parts they have not themselves supplied.
@Eddie Turbine I don't think that anybody is suggesting that going to small claims court is sensible or would produce a desired outcome but I think he would win. If what he says is correct he has photographic evidence that the item was in brand new undamaged condition when he sent it out, the buyer gave positive feedback and then subsequently returned it in a damaged condition. It wouldn't really matter exactly how the damage was caused or who the individual was who caused it. this is all hypothetical of course.
@Eddie Turbine OK, since we are talking hypothetically this is not just a civil case, it is also a criminal case. If the buyer has returned the item asking for a refund in the knowledge that the item was OK when he received it and he is responsible for the damage he commits a criminal offence of attempting to obtain money by deception.
Also, the garage would've/should've notified the customer the unit was faulty BEFORE fitting! So - either the "Reputable" mechanic/garage broke it fitting it, or the buyer (or his mates rates knows all about cars) fitted it. Pity we can't blacklist that buyer somehow.
Ban the buyer, he knew doing this was the easy way out instead of confronting the mechanic.
Who's to say that he didn't and collected from both ends or maybe the buyer broke it.. That sucks that some people don't care
He's probably claiming for both from the Garage and Ebay in order to make a profit.
The buyer makes them 25 percent so why would they do that? The buyers will still buy if the sellers does not sell. Just from another seller. Business for you.
This video is 3 yrs ago & just gotten worse & worse on eBay. Poshmark is the same “ we can’t confirm the condition of the item when shipped “ Oh but yes you can, I took pictures of the item from all angles with the shipping label visible. But they still say the same thing!
I'm late to this video but holy cow!! Thanks for making it. I'm a new seller on ebay and just decided to QUIT. Been noticing shady practices by ebay to begin with...but your vid has pushed me over the cliff. So sorry that happened to you!!
Yes ebay is nothing like it used to be. Too many shady sellers and buyers on both sides.
@@arlenbell4376ebay cares abt the money more then sellers it's care as day
I left too. F$ck feebay
This is an absolute mirror of what I went through! I sold a brand new sealed microwave to someone, the buyer returned it saying it was used, the item I received back was rusty, showed signs of use and was 100% not what I sent.
I was sent on the exact same run around as you, eBay requested a police report, the police wouldn't entertain it as it's not a crime. I went to Action Fraud like yourself and was advised this is unacceptable.
After me pushing and pushing against eBay they did the exact same to me! REFUNDED THE BUYER!?
I ended up taking eBay to the small claims court for the cost of the item and won, eBay didn't even send anyone to represent themselves.
eBay & PayPal are an absolute nightmare to deal with when something goes wrong.
I'm glad to read that, I was about to suggest taking eBay to the small claims court. That you've done it and had a successful result suggests it is a possible option?
Maybe this could be the way to go Nic & Andrea as I sure they would have to pay the legal costs (if there are any) if...sorry when you won your case
@@Channelnem Issue would be repurcussions from Ebay, although a £300 loss is hard to take, is it worth taking the platform you earn your main source of income from to court? Rock and hard place.
@D M I would hope with the contacts within eBay that Nick & Angela have that this could be resolved without the need for court. You'd like to think they'd value their custom and the revenue that they've provided eBay over the years.
I only did it part time so wasn't to fussed, I did however take a break from selling shortly after and upon returning found my account had been closed, eBay said it was due to suspicious activity but never did explain why.......
I've since been trading trouble free on another account, I will only use eBay as a last resort as a matter of principle now though.
@@declanmaile646 I am in a somehow similar situation and would like to know if your new Ebay account is registered with the same name and bank details as the previous one that was closed please
You realise that this "jumping through the hoops" procedure is designed for is to discourage refunds which will cause them to loose fees. This is the only reason. Ebay staff member actually confirmed this for me.
Ebay don't have time nor resources to investigate/deal with these issues, so they tire people on purpose.
Thank you very much for taking your time to do this. Maybe the publicity will help improve eBay's customer service in some way. That police form thing was absolutely crazy. Somebody eBay needs to lose their job over that. If their policy is that you can't get your money back no matter what, what point would there be for you to get a form filled out? And, of course, it's not even a Police matter. They have for the reputation of eBay and wasted your time without getting anything out of it. They could have just denied your claim without making you get that stupid form.
You know it's all going to go tits up when you hear "Good morning Sir, how can i be helping you today"?
I sold thousands of items on Ebay up until about 5-6 years ago when the "partial refund" scammers took over. At least 1/4 items sold would get a case opened with the buyer saying they wanted to keep the item and get a partial refund. If you don't then they just leave negative feedback. The only way Ebay will remove the feedback is if the buyer literally says "Give me a partial refund or I leave negative feedback" and the scammers learned that real fast. To this day I have family that sells on Ebay and it is still going on.
You are obviously a sensible and honest Seller, and shouldn't have to put up with this crap. I, to, am a Seller on eBay but, to be honest, they are managed by semi-trained monkys who have absolutely no idea about how business works between a Seller and a Buyer. All eBay are interested in is what can they do now to make more money and make selling on eBay more difficult. I am seriously looking at other options now, and am intending to close my account. Well done Nic and Andrea ;-)
Hey Nick, just found some info reference the distant selling regulations it no longer applies in the UK. it has been superseded by the consumer contracts regulations 2014, thats right, 2014 it came into force. The regulation now applies to all online purchases.
Love the videos, That's why I stopped selling on ebay.no rights as a seller.ive been scanned couple times.
Please dont get me wrong here, I thought what you did was good for making people aware of what sellers have to go through selling on that platform. I just have had sooooo many bad experiences since 2003 when I first started selling on there. Hats off to you! Aaahhhh, Cheers mate!
I've passed your video onto a high up UK based director within eBay. Now I cannot promise they will be able to help, but making them aware of this backwards returns policy they have in place is a step forwards.
I was in the exact situation you are and instead of going to eBay I just took the issue to my bank and reported the issue and they refunded my money. I absolutely think what eBay did was unjustly but could’ve you filed a claim with your bank. That’s what I normally do, I never go to the company or to the buyer I just let my bank take care of it. I’ve always been refunded reporting it to my bank first
So you go to pc world purchase a laptop take it home and drop it. Then go back for a full refund I think not. what planet are ebay on.
Exactly, I worked in retail for 10 years and we would never offer a refund for an accidental damage scenario, as a buyer the are not covered for that under a normal guarantee, they would get told to jog on, so what does EBays buyers guarantee cover? ..... Anything it seems, this surely is not right!
Gary Reynolds. No because if you buy it in store your not covered under distance selling regulations. It only covers you if the item is bought without seeing it physically in person.
@@andycrask3531 So if i purchase it from pc world online im covered. Just trying to get my head round this.
@@garyreynolds1962 Yes I think so, would have to double check their terms before committing to dropping it though 😂
@@garyreynolds1962 yes because PCworld have to prove you damaged it, and your card company would refund you under section 75 if using credit card or charge back if paying by debut card.
This happened to me with Lego’s but it is all favouring the buyer and so unfair for sellers
Love the British resolve. It took you 16:47 into the video just to "start getting angry" I would have been screaming after the first agent LOL!
Very helpful and insightful video. eBay support is a complete joke. Like everything these days you end up talking with 'off-shore' telephone help who have no idea what to do.
As long as eBay get their 12% cut ( incl the postage fees) they don't really give a stuff!
I have learned from similar experiences in selling online - what NOT to sell.
I’m furious with eBay and won’t be using them again. Can’t believe what they put you through.
Makes my blood boil, honesty.... as a seller I have been in your exact shoes and there seems to be absolutely no protection for us!!! It’s a joke...... thank you for sharing this.... glad to see it’s not just me banging my head against the wall.
Thank you for sharing this unfortunate situation with us.
I'm ordering the most expensive thing on Ebay I can find in a minute. My 2nd purchase will be a hammer......you can see where I'm going with this can't you. In all seriousness though you did a good job recording this. You should put this out there for free download. When Ebay ever argue with a genuine buyer who has had problems this will be the back up video to play them. They won't have a leg to stand on.
@Peter Falconer I've been selling on Ebay since 2003. I think you got the wrong end of the stick.... I'm on Nick's side not ebays.
@Peter Falconer Ah I'm with you now. Yes you're right it is us against them. Shame they have the power really!
Asking you to forge documents is surely a crime? You should report Ebay to the police.
And while you are there Nic, report them for advising you to sell a known faulty headlight.
They have all the evidence to that they need. Video evidence is pretty strong in court. I'm wondering if we should all be recording our interactions with eBay..
@@Autumnillustration can you do this for my ebay returns that have been used as well?
You can report Ebay to trading standards then make a Claim against Ebay
I hate Ebay. Gets worse by the week. We should be able to file class action against them for not honoring selling protection. Ebay will never let an employee have a public discussion with you.
I agree w
I had exactly the same problem. Sold a £400 CCTV system. Had video evidence of me repacking the system in its original box. Had a photo of the item being delivered undamaged by the courier. A few weeks after, the buyer turned around and wanted a refund as items were missing as the item was "damaged in transit". Ebay gave full refund without even speaking to me first, as the guy had just returned the item to me without asking first. He returned it without half of the parts. Ebay said it wasnt thier problem, he had claimed that the item was missing parts in his return, and just returned it. That was all they were interested in. Had he sent the item back, and once they had confirmation from his courier that it had arrived back with me, they didnt care if parts that were there when it was sent were missing. All my evidence was thrown out the window.
I fortunately didnt end up paying him for the return, but only because I decided to cut my losses with ebay, closed my account and cancelled all direct debits with ebay, paypal etc. Made sure the bank account was closed down before they coul make any claim. I rang ebay and told them what I had done, and they werent happy. They tried to argue that I couldnt do it, but I argued that they also couldnt just ignore clear evidence of fraud by the buyer, and refund based off lies from the buyer, or even issue a refund without me accepting the return first. It's been 10 years, and ebay hasnt chased for the money. I think they kinda realised they were in wrong and gave up.
I hav eopened a new ebay account, but refuse to sell anything on there personally. On the rare occassion that I've sold things on our work ccount, I've photographed and made video's showing condition of the item as it is being packaged and even as it is handed to the courier. The couriers are pretty good at taking photo's on delivery, so it's usually easy to prove when your in right wen it comes to delivery damage.
Not quite sure how he kept his cool, I run an ebay store and was getting angry just watching this
I broke my Sony PSP, do you have a working one for sale that I can have and I’ll send you this broken one?
@@CAMZAB we don't sell tech sorry!
@@zeegoff5329 What is the name of your store? I’ll check you out to see if you’ve got anything nice that I’ve got sitting in my shed because it’s broke.
Ebay only supports the buyer never the seller.
i bought stuff off ebay that was broke or didn't match description and ebay wouldn't make them give refund. won an item once with no reserve and seller pulled listing after i won and paid, ebay wouldn't open a case against him cause he pulled listing and denied transaction occurred . paypal took the money but since ebay owners also own paypal their was no resolution and i paid for items i never received
I stand corrected
Bullshit
I'm 22 minutes in and I feel it's not "in one ear, out the other" with the person on the phone, more like "over the head and totally ignored". What load of wasted time! So sorry you dealt with this. I found you on TH-cam and see you sell Lego. I'll be buying some bits from you and hope my new custom least helps you.
E-Bay definitely needs to listen to it's sellers. Their should be something that lists yes you can get a refund if something is wrong or 1/2 back of the item was under normal use and then buyer abuse exempt. So if the damage occurs from buyer abuse then that is thier loss. The guy would not have gotten a refund if he walked into a store and bought it then try to return it in damaged condition.
Thank you for sharing.
Terrible. But I'd be lying if I said I was surprised at this. Perhaps a trip to a solicitor for their legal interpretation of what has happened here might be handy before you speak to an eBay rep on TH-cam?
I was just about to say the same thing. We need a solicitors interpretation of this rule to see if it's actually legal for ebay to allow this to happen.
I work at a solicitors and will be asking tomorrow!
Wow!! Just WOW!! Makes me want to reconsider becoming a seller on eBay. I’m really sorry this happened to you. But thank you for sharing this. Definitely eye opening.
Stop considering. Actually quit and move to Amazon. Go to their competitor. That's the most effective way to demand what you want.