eBay Refuses to Override AI Ruling in Claims Dispute

by: airbrake

File arbitration against Ebay for the case. Unless Ebay changes their rules on Buyer Remorse, you will win. It may take some time but eventually you will win. Ebay has to pay a fee for every Arbitration case filed and it's not cheap.

Ina, you should place the letter awhile back from the Ebay Seller who filed arbitration in their two disputes and won each one of them. I would suggest a permanent place here on EcommerceBytes to post links to several of the helpful hints from some of the users of this site - this looks like a good time to start.

by: COVID-19

So you too, huh eBay? The use of stupid AI to replace human CS (not that eBay's human CS were doing better; they were very dense anyway) is exactly what makes Mercari's CS horrible. Oh well, eBay's simply making something that's already bad to worse! Enjoy the [bleep]show, everybody!

by: ThebigR

On April 22 I refunded a buyer $300.00 ebays statement was they'd debit my account from incoming sales and on the 26th any unpaid balance would be debited from my CC on file. 26 mins. later they debited my bank account....

by: Rexford

Rigged customer service joins rigged search.

by: pace306

"eBay has been boasting how it uses AI technology to save money"

Thats all you need to know in San Jose's Mafialand - use AI to hurt someone for no reason.

Write your congressman/women - go to the local news. eBay only moves when forced to by being embarrassed. They werent even ashamed when some of their own put a hit out on the Steiners (please dont settle for anything less then 5-10 million from these SOBs).

AI can be a great tool - but computers make mistakes because no program is perfect - thats EXACTLY what supervisors (on eBay its STUPIDvisors) are for - to manually correct errors.

Also dont be afraid to shame them on Facebook for Business - they hate bad publicity.

by: RL15

the war on sellers continues....no surprise.....

the walmart dope waves his magic wand.....poof...
steal more money from sellers...

magical innovations...

by: Snapped

“ “… we've been using AI to really change the level of engagement we have with customers and the productivity." “

It changed the engagement all right.  It’s a wonder there was a human there at all to basically commiserate and then do nothing.  Or was it a ‘human’?  

Suspicion, accusation, judgement and sanction, at light speed, unappealable.  Efficient to be sure.  Certainly not ‘humane’ though.

Need more proof that eBay sellers to eBay are no more than an eBay commodity?  

by: cfrphoto

When buyers report forged or counterfeit items, how can AI determine which are fake or real?

by: ySirTinLee

Wait a minute.  Why did the buyer believe that her jeweler could make a adjustment to the ring?  Was it something in the description?  

by: my2cents

A couple of things here.

We weren't told what the sellers Return policy is.  That makes a big difference in some cases on how they get handled.

Because the seller is saying that a Buyer's Remorse claim is not refundable, they likely have a No Return policy or the seller doesn't understand the differences between the various policies they can have.

It is also interesting that the seller is saying the buyer got an automatic refund when they filed the INAD.  That only happens if the seller has their Return preferences set up to do that.  This is something the Seller sets up in their Site Preferences.

In this case, the seller had to of had their Return Preferences set to auto refund when an INAD is filed, otherwise the auto refund would NOT have happened.  So the program [not an AI] did as the Seller had their account set up to do.

What the seller needs to do is report the buyer for abusing the return system because they filed a false INAD.

by: my2cents

@airbrake

The buyer did not file a Buyer's remorse return, they filed an INAD.  From the story the buyer should have opened a BR return, but that isn't what they did.

Also when you have your account set up to auto refund INADs that get filed, you can't appeal that.  Ebay did what the set up of the seller's account told them to do.  The seller needs to update their Return Preferences if this is not what they want for the future.

by: Chicago48

Seller  has a good small claims case against the buyer and Ebay.  Seller should have her attorney write a letter to the buyer. cc:  Ebay's legal department.   Did the customer RETURN the ring?  It sounds as if she did not.

by: scottiepup

If a buyer files an INAD it doesn't matter whether you accept returns or not - eBay will refund (IF you don't respond within 3 days you'll also get a defect.) In this case I would have just accepted the return and resold it. Sellers should always report buyers for falsifying the reason for return and many have figured out that if you do, you don't have to pay return shipping. Had they filed for buyer's remorse they would have paid return shipping and not had original shipping refunded (unless the seller had free shipping & free returns) Another option is to contact eBay for Business on Facebook. Using eBay customer service is useless many times.    

by: Chicago48

Did the buyer return the ring?  Then the seller has no complaint.  AS Scottie stated, just resell it.  Not worth getting upset about.

by: Marty2020

" to really change the level of engagement we have with customers and the productivity."


LOL....AI=artificial idiocy.  

by: toolguy

Is eBay global shipping cheaper then USPS?

I ask because there's an eBay seller who sells HIGH dollar items for $1

He doesn't do this all the time but he does do it often

What am I missing here?

eBay's "AI" isn't smart enough to catch him. . . . .  

by: I_Fix_Dolls

I saw a Youtube "creater" who said he was ticced off because he list something for "Parts not working" and when the buyer got it he said "It doesn't work". (I suppose he filed a NAD suit) Ebay refunded to buyer and the seller lost the appeal. I thought to myself, "Bots".
The bots are horrible on Etsy also.

by: Snapped

“ So the program [not an AI] did as the Seller had their account set up to do.
What the seller needs to do is report the buyer for abusing the return system because they filed a false INAD.”

Sure.  But that’s the part that AI chokes on, in that it is not ‘programmed’ for the capacity of seeing past its instruction.  Thus, relying on it when there is a demonstrable exception (as will be just as likely as not for any given transaction), and denying any appeal because of an inflexible ‘rule’, is the real issue eBay and all it’s King’s Microchips needs to attend to.

And they’re not.  Report buyer?  Sounds like something that can be automated.  Assuming it has any purpose in the first place.

by: my2cents

@scottiepup

This is what the article says "That's considered buyers remorse, which is not refundable. But instead, she checked the 'not as described' option to force an automatic refund."  

A buyer filing an INAD whether selecting the correct reason or not does NOT FORCE an AUTOMATIC refund unless the seller has their Return Preferences in their Site Preferences to automatically refund certain types of INADs.

by: my2cents

@Snapped

"But that’s the part that AI chokes on, in that it is not ‘programmed’ for the capacity of seeing past its instruction."  I'm not sure I understand.  First AI has NOTHING to do with a seller setting their Return Preferences to auto refund certain types of Return Request.  It is a setting.  AI isn't involved.  The seller made the choice at some point, whether right or wrong.  That is something the seller decides for themselves.

Now when a seller makes the decision to auto refund Return Requests, why would they be able to appeal the refund.  The seller set their account to do this automatically.  If the seller doesn't want this to happen, change the settings.  It is really easy.

The Report a Buyer is automated in some cases and sellers have the ability to report a buyer as well.  It is a really simple process and only takes a moment of anyone's time.