Hello Ebay Team,
This is regarding the approval of refund request by ebay.
After the revision of delivery deadline to 7 days from 10 days, the refund request has increased. It was assured by by ebay that the customer care will interact proavtively with the buyers as well as sellers before approval of a refund request. But it seems that is not happening. Most of the refund requests are getting automatically approved by the system. In some cases there is a call from ebay to confirm, but not all. Is there any criteria regarding the amount etc for automatically approval of the refund request?
many times the buyers get the items after raising the refund request. Some of them are not aware how to cancel refund request. I have a case in point. paisapay id - 30198035521. The buyer received the item after raising refund request. I tried to contact him to request him to cancel the refund request. His phone was switched off. So I sent him an emnail. I also sent email to paisapaypod to put the refunbd request on hold. However the next day the refund was approved automatically by the system. there was no call from ebay regarding the same. Later the buyer replied to my email that he has sent email to ebay customer service to cancel the refund request. Clearly he was not aware about the procedure to cancel the refund request. I cannot even inform him as his phone was switched off. what should a seller do?
Above is just an instance. Another instance is where ebay called me to confirm the refund request. Since the amount was small ( Rs. 199), I just asked if they have called the customer and confirmed whether he has still not received the item, to which the executive replied YES. So I asked him to go ahead and refund. Later I checked online tracking which showed that the item has been delivred. I tried to contact the buyer, but his phone no mentioned was 99999999899. PAISAPAY ID IS 30146168662. Clearly the ebay executive could not have spoken to him on this no. So she lied and I lost the money.
I suggest a change in the refund policy. Refund request should not be entertained to customers whose contact nos are incorrect. When customers raise refund request, they should be sent an email automatically stating that the rfund request will not be entertained if their contact no is incorrect. So they should update it immediately.
Its good to provide nice experience to the customers as this will lead to more sales, but at the same times its not right to be blind to plight of the sellers in situations like these. I hope someone responsible is reading this at ebay. Thank You.
