These are case studies showing how I have worked out problems with eBay

1. Case Studies on eBay

2. Welcome
• This is case studies of times with eBay that I have overcome
• With my background for problem solving I found these to difficult to
deal with
• Some lasted a short time but the majority were over 3 or 4 days and
one over a week
• Some had a predictable outcomes but others were difficult to predict

3. 1 – Item not as described
• Order placed for 5 items of one product
• Sent order by registered post
• Item not as described email received claiming have sent wrong item
• Requested photographs of envelope and products
• Nothing arrived at first if real problem will come back immediately
• Then picture of envelope arrived and two pictures of two items each
• Requested picture of the envelope and five items
• Eventually arrived
• Requested wrong item returned sent by registered post
• Have not sent replacement waiting until wrong item arrives

4. 2 – Negative Feedback item arrived broken
• Sent order out two items
• Negative feedback appeared after three weeks
• No communication
• Negative feedback started – Arrived late and broken
• Followed process for Negative Feedback
• Buyer eventually got in touch item had arrived after three weeks
broken. Had disposed of it out due to child and broken glass
• No proof available
• Not possible to break in sealed thick plastic
• Found out that Buyer had left same feedback for last 7 orders
• Eventually had negative feedback taken off
• Took a huge effort to get negative feedback removed

5. 3 – Case opened not as described
• Sent order to Rest Of the World case opened two days later
• Problem sent wrong item
• Requested photographs – refused
• Asked for more information – refused
• Realised that the order would not have arrived it takes at least 5
working days for an order to reach a Rest of World Country
• Contacted eBay and explained the problem
• Asked to delay responding did this made up an excuse for not getting
back immediately
• Got back to buyer next day and apologised for not getting back
immediately informed them have been in touch with eBay
• Case shut 10 minutes later

6. 4 – No Stock?
• Sent an order to a person
• Received an email back stating that one of three sellers had sent
wrong item all three of us sent same email
• Requested that they send us photographs of envelope and item
• They then decided we were the party who had sent wrong item. It
could have been all three for all we know.
• Kept on demanding that we send correct item
• Continually explained that we did not have stock of item how can we
of sent it
• Kept on stating that we had sent it and it was used
• Then started threatening with negative feedback and opening a case.
• Please turn page

7. 4 – No Stock? - continued
• They gave me a negative feedback
• They opened a case in PayPal
• Due to low value PayPal shut case and gave refund to both parties
• Used Negative Feedback Process on Negative Feedback
• Contacted eBay about Negative Feedback and it was removed
• Blocked buyer
• Refused to give in to bullying did not have stock
• You have to stick to your guns sometimes if you have proof what is
being claimed is impossible

8. 5 – Worst Experience Ever
• This has to be my worse experience ever but it made me so much
harder dealing with Customers
• Large order placed sent it off
• Contacted by buyer that one of the items had a problem.
• Informed that one item was not usable.
• Requested that the item be returned
• Informed that the person was disabled and confined to bed not able
to get to Post Office
• Sent a replacement as a matter of kindness
• Two weeks later received an email that stated they had been to the
local store all our items were fake and if we did not refund them they
would give us negative feedback
• Please turn page

9. 5 – Worst Experience Ever - contd
• Not having traded long did not know what to do
• Contacted eBay who sorted out the problem
• This event has always stuck in my mind
• In some ways it is good since it made me rethink a lot of the
procedures I had for problems with orders
• Always ask for proof now became a lot harder

10. 6 – A cracked pencil line
• Order placed dispatched order
• Email received a few days later with four photographs attached
• Photographs showed the item with a crack, the bubble wrap it had arrived in
with tape and the corner of the envelope
• Claim of broken on arrival
• Requested a replacement item
• I requested that the broken item be returned – refused
• I requested that a photograph of envelope to see what had caused damage –
refused claimed envelope had been disposed of
• Threatened to open a case – welcomed it so item could be returned
• Refused to open case
• Checked the crack broke the laws of physics
• Please turn page

11. 6 – A cracked pencil line - continued
• The crack was on the surface of the plastic item. When crack reached
the edge it stopped.
• These plastic items are very hard to break
• Blew up photograph found it was a pencil line
• Buyer then claimed the item had arrived with bubble wrap and no
tape around it
• Gave negative feedback for not being wrapped with tape and arriving
broken
• eBay refused to take negative feedback off even although one picture
showed the bubble wrap with tape and another of envelope.

12. Summary
• Out of all orders 0.5% are a problem
• With processes its easy to deal with similar problems
• The hard problems appear occasionally

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