Suggestion to avoid Onbuy as a resale channel
posting here as not sure where else to pass on my experience.
Recently had a chargeback dispute with Onbuy as a seller, 8 weeks later was told that the bank did not accept the evidence and I would therefore be charged the full amount and pay a £14 admin charge to Onbuy, and of course the customer has kept the delivery This was despite not only a fully tracked service showing delivery with a photo of the parcel in the doorway next to the customer, but also a message from the customer confirming receipt of the parcel. It could not be more clearcut, but onbuy would not accept it, just keep blaiming the bank. When I asked for an escalation route to complain they say there is not one, it is in effect a final decision, just keep blaiming the bank.
Sorry to rant, but it is sooo hard being a seller on these resale channels, and examples like this just destroy me. Not even about the £50 lost, its the fact that a customer is scamming everyone, banks and onbuy just accept it and pass the cost onto the seller. and we as sellers should not let the channels get away with a policy if we feel it is unfair.
I guess it also shows the grass is not always greener outside of Amazon. Even Amazon would not do this to me. At least Amazon drives good traffic, onbuy does not even do that,
apologies, going for a glass of wine now,
Suggestion to avoid Onbuy as a resale channel
posting here as not sure where else to pass on my experience.
Recently had a chargeback dispute with Onbuy as a seller, 8 weeks later was told that the bank did not accept the evidence and I would therefore be charged the full amount and pay a £14 admin charge to Onbuy, and of course the customer has kept the delivery This was despite not only a fully tracked service showing delivery with a photo of the parcel in the doorway next to the customer, but also a message from the customer confirming receipt of the parcel. It could not be more clearcut, but onbuy would not accept it, just keep blaiming the bank. When I asked for an escalation route to complain they say there is not one, it is in effect a final decision, just keep blaiming the bank.
Sorry to rant, but it is sooo hard being a seller on these resale channels, and examples like this just destroy me. Not even about the £50 lost, its the fact that a customer is scamming everyone, banks and onbuy just accept it and pass the cost onto the seller. and we as sellers should not let the channels get away with a policy if we feel it is unfair.
I guess it also shows the grass is not always greener outside of Amazon. Even Amazon would not do this to me. At least Amazon drives good traffic, onbuy does not even do that,
apologies, going for a glass of wine now,
16 replies
Seller_NbVRNVFKqcciN
Same happens with all marketplaces and sales channels that use card networks, sorry. The fact is banks and card issuers side with their customers more often than they should. I have recently had Starling Bank claim the goods were 'unacceptable' despite the tracking information showing the GPS location of delivery.
You can do something about these fraudulent decisions by escalating them to the card network operator (e.g. Mastercard) but if they side with the card issuer you are liable for huge fees, like £500 or something. So, it isn't worth disputing low amounts. The whole system is biased toward the consumer. Just write it off.
Seller_Fg2fqaWOnEtha
Tried OnBuy some years ago and left it, too much hassle and very few sales. At least with Amazon I sell quite easily without having to advertise.
Seller_d8YGbIjNqwFxn
For me Onbuy just didn't work. Never really got above a handful of sales. Never had any issues though with chargebacks but that could just be because of how few sales I did.
Chargebacks can happen on any platform but some of the marketplaces handle them better than others. Ebay has seller protection if you have proof of delivery. Amazon generally contest with the bank and don't pay out if there is proof of delivery but it is not guaranteed,
Seller_PAoOCZ5pKszVP
thanks all, yeh its the admin charge from Onbuy which really takes the mick, even though they know I am in the right they charge me for admin. what type of customer experience is that. Once again a resell channel that does not treat sellers as customers....
Seller_2MDS66zdjPMUU
On Buy is a disaster guaranteed to disappoint.
I am not aways a fan of Amazon but at least there is some semblance of trying to vet sellers. OnBuy seems populated with a host of sellers that I can only describe as from the school of Del Boy. Buyers are not much better so if you want your business reputation trashed and beset by dishonest customers ; or all of your entire stock copied and offered by unregulated Chinese drops shippers at twice the price sign up but it will not last long.
Josh_Amazon
Hello @Seller_PAoOCZ5pKszVP,
I understand the situation you are experiencing with the chargeback dispute.
Have you already contacted our Seller Support team about this? If so, could you please share your Case ID so I can look into this further? If you haven't opened a case yet, please reach out to Seller Support first.
Kind regards,
-Josh
Seller_ZEBcHfOFvsoc4
Could you not take the customer to a small claims court .It just seems to me the fault and dishonesty lies at there door and they need to be held responsible.
Seller_fLViBrSW573Aj
OnBuy is a waste of time, so few sales it didn't warrant the monthly fees. A shame as Amazon really need some competition.
Seller_9h11bfCRgBMgP
We have been selling on Onbuy for a number of years and sales for us are decent however in the last couple of months we have had the same thing you have mentioned (using a Tracked and signed for service and customers claiming non receipt). Onbuy ALWAYS refund the customer and treat us like a criminal even though we have all the evidence. They offer no seller protection at all and we are seriously considering leaving the platform. Also despite promising never to compete against sellers on their platform they are now selling on there under their own "Comet" brand they are just becoming a second rate version of Amazon
