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Facebook Marketplace is Refunding Your Customers and Not Telling You

Published on: December 1 2022 by Bryan Guerra

Facebook Marketplace is Refunding Your Customers and Not Telling You

Facebook Marketplace is Refunding Your Customers and Not Telling You

startTime durationTime text
00:00:00 00:00:04 all right so i was logging onto facebook
00:00:02 00:00:06 and checking my accounts every once in a
00:00:04 00:00:06 while i go through my sales and just
00:00:06 00:00:08 kind of see like
00:00:06 00:00:09 you know like a little sale tab on
00:00:08 00:00:11 facebook where you can see like all your
00:00:09 00:00:13 payments you know how much is due to you
00:00:11 00:00:15 like how much is pending in your account
00:00:13 00:00:16 to be sent to your bank account and i
00:00:15 00:00:18 usually check it
00:00:16 00:00:20 like once maybe twice a week just to
00:00:18 00:00:21 kind of see if anything stiks out to me
00:00:20 00:00:22 and kind of see what my pending balance
00:00:21 00:00:24 is right
00:00:22 00:00:26 and i notiked something that was a
00:00:24 00:00:27 little bit alarming and it was like all
00:00:26 00:00:30 of a sudden i had a bunch of
00:00:27 00:00:32 refunds like not back to back but let's
00:00:30 00:00:32 say hypothetikally on a bunch of recent
00:00:32 00:00:34 orders
00:00:32 00:00:36 out of like the as i was scrolling a
00:00:34 00:00:38 little bit out of like 30 orders
00:00:36 00:00:40 there was like 10 of them that were like
00:00:38 00:00:41 red like they've been refunded so i was
00:00:40 00:00:42 like
00:00:41 00:00:44 what's going on here i was a little bit
00:00:42 00:00:44 worried about it so i looked into it
00:00:44 00:00:46 right
00:00:44 00:00:48 now it doesn't seem like it's too
00:00:46 00:00:50 prevalent in like all of my account
00:00:48 00:00:51 but it does seem like it's happening
00:00:50 00:00:54 more and more frequently
00:00:51 00:00:55 at least on my account so this video is
00:00:54 00:00:58 important and i would make sure
00:00:55 00:01:00 after you watch this to go back into
00:00:58 00:01:02 your own sales check your recent orders
00:01:00 00:01:05 and make sure that facebook is not
00:01:02 00:01:06 refunding all your orders without asking
00:01:05 00:01:07 you right
00:01:06 00:01:08 so for example one of the things that
00:01:07 00:01:09 happened to me in the past was i think i
00:01:08 00:01:12 sold
00:01:09 00:01:13 a uh a dropship a like a i think was an
00:01:12 00:01:16 rtik
00:01:13 00:01:16 uh like cooler right like a mini cooler
00:01:16 00:01:19 or whatever it was like
00:01:16 00:01:20 i bought it on amazon i think or walmart
00:01:19 00:01:22 or home depot or one of those original
00:01:20 00:01:25 retailers this was like
00:01:22 00:01:27 two three months ago and the person
00:01:25 00:01:29 never shipped it out or like the the
00:01:27 00:01:30 website like didn't ship it out on time
00:01:29 00:01:33 and so i ended up just kind of
00:01:30 00:01:34 prolonging like oh it's on its way and
00:01:33 00:01:35 giving them oa genius tracking numbers
00:01:34 00:01:37 well
00:01:35 00:01:38 long story short obviously the item
00:01:37 00:01:40 didn't come any time
00:01:38 00:01:41 close to the expected delivery date and
00:01:40 00:01:42 still haven't even shipped out so i
00:01:41 00:01:44 ended up
00:01:42 00:01:45 you know losing a case because that that
00:01:44 00:01:47 buyer claimed a case
00:01:45 00:01:49 but in that specific case like facebook
00:01:47 00:01:50 notified me let me know that there was a
00:01:49 00:01:52 case against me to present my
00:01:50 00:01:53 information etc etc
00:01:52 00:01:55 which is normal like that's what would
00:01:53 00:01:56 happen on amazon that's what would
00:01:55 00:01:57 happen on ebay that's what would happen
00:01:56 00:01:59 like on
00:01:57 00:02:00 any other marketplace right so that's
00:01:59 00:02:02 not that out of the ordinary and not
00:02:00 00:02:04 alarming at all because you at least are
00:02:02 00:02:06 getting notified that like hey this
00:02:04 00:02:07 customer has requested a refund
00:02:06 00:02:11 this is the reason why and a chance to
00:02:07 00:02:14 present your side of the story right
00:02:11 00:02:16 but checking this morning it does not
00:02:14 00:02:17 seem like facebook is giving you a
00:02:16 00:02:19 chance to
00:02:17 00:02:21 give your side of the story or even
00:02:19 00:02:22 letting you know that your customers are
00:02:21 00:02:24 being refunded
00:02:22 00:02:25 simply because they're being asked for
00:02:24 00:02:26 right and this is something i've toked
00:02:25 00:02:28 about before but like
00:02:26 00:02:30 didn't really seem like it was a big
00:02:28 00:02:30 deal it just seemed like every once in a
00:02:30 00:02:33 while like
00:02:30 00:02:34 a customer would request that like your
00:02:33 00:02:36 your product didn't show up on time or
00:02:34 00:02:37 whatever like it was not the product
00:02:36 00:02:38 they ordered and like
00:02:37 00:02:40 i knew it was happening here and there
00:02:38 00:02:41 and it wasn't like that big of a deal
00:02:40 00:02:43 but like it was only happening
00:02:41 00:02:45 sporadically now it seems to be
00:02:43 00:02:47 happening more okay i'm not sure if it's
00:02:45 00:02:47 just a coincidence which i doubt that it
00:02:47 00:02:49 is
00:02:47 00:02:50 or if that you know customers just like
00:02:49 00:02:54 the amazon customer
00:02:50 00:02:55 has become more savvy right you know
00:02:54 00:02:56 almost like facebook marketplace buyers
00:02:55 00:02:58 are becoming more savvy and realizing
00:02:56 00:03:00 that they can just do this right so it
00:02:58 00:03:02 seems like facebook is just preemptively
00:03:00 00:03:03 refunding your customers or at least my
00:03:02 00:03:05 customers
00:03:03 00:03:07 not asking me for my side of the story
00:03:05 00:03:09 not even letting me know that they're
00:03:07 00:03:10 refunding them and this is alarming
00:03:09 00:03:12 because like
00:03:10 00:03:14 for somebody that like scales a big
00:03:12 00:03:15 business it's obviously alarming because
00:03:14 00:03:16 you're gonna be losing like hundreds if
00:03:15 00:03:18 not thousands of dollars that like
00:03:16 00:03:20 you're not even aware
00:03:18 00:03:21 is not being is being taken out of your
00:03:20 00:03:23 your profit right so like if you're
00:03:21 00:03:24 keeping a detailed spreadsheet or you
00:03:23 00:03:25 are you know
00:03:24 00:03:27 very organized in your business and you
00:03:25 00:03:28 say like oh i made three grand this
00:03:27 00:03:30 month or oh i made like seven grand this
00:03:28 00:03:32 month on facebook drop shipping
00:03:30 00:03:33 but you're unaware that like fifteen
00:03:32 00:03:36 hundred dollars of that money was
00:03:33 00:03:37 refunded to customers and realistikally
00:03:36 00:03:39 maybe you only made fifteen hundred
00:03:37 00:03:41 instead of three grand right or maybe
00:03:39 00:03:42 you only made like five grand instead of
00:03:41 00:03:44 seven grand
00:03:42 00:03:46 that's a big discrepancy that you're not
00:03:44 00:03:47 even aware of okay it's not like
00:03:46 00:03:50 something that you can track like
00:03:47 00:03:51 hey you know i've been re facebook has
00:03:50 00:03:52 refunded x amount of these things
00:03:51 00:03:54 they're doing this without even letting
00:03:52 00:03:56 you know okay and so i wanted to touch
00:03:54 00:03:57 on this this morning uh
00:03:56 00:03:59 this morning i guess it's the afternoon
00:03:57 00:04:00 i was pretty busy this morning you know
00:03:59 00:04:01 doing a bunch of stuff
00:04:00 00:04:03 but i wanted to touch on this i don't
00:04:01 00:04:04 really have any answers i'm currently
00:04:03 00:04:07 looking into this i did reach out to
00:04:04 00:04:08 support um and this is the answer that i
00:04:07 00:04:10 got back on about 10 of the cases
00:04:08 00:04:11 because i just dropped cases on every
00:04:10 00:04:13 single one of them was like
00:04:11 00:04:15 why is facebook refunding my customers
00:04:13 00:04:18 like without even notifying me
00:04:15 00:04:19 and this was the template answer that i
00:04:18 00:04:20 got let me read it to you i'll also pop
00:04:19 00:04:23 it up on the screen
00:04:20 00:04:24 they sent me this response every single
00:04:23 00:04:26 time
00:04:24 00:04:27 thanks for contacting us we've issued
00:04:26 00:04:28 the buyer a full refund for the item
00:04:27 00:04:29 because
00:04:28 00:04:31 the order and then obviously they list
00:04:29 00:04:33 the order number
00:04:31 00:04:35 arrived damaged or different than
00:04:33 00:04:36 described on the listing and is covered
00:04:35 00:04:37 by a purchase protection policy to learn
00:04:36 00:04:39 more about blah blah
00:04:37 00:04:41 it says you will still be paid for this
00:04:39 00:04:43 order i can see that a payout for order
00:04:41 00:04:44 blank was initiated to your bank account
00:04:43 00:04:46 on blah blah blah so
00:04:44 00:04:47 in this case they're saying that they're
00:04:46 00:04:48 letting us keep the money and that we
00:04:47 00:04:50 were
00:04:48 00:04:51 that we were um you know we were paid
00:04:50 00:04:53 for it
00:04:51 00:04:55 although if the the buyers claiming that
00:04:53 00:04:57 the item arrived damage like i doubt
00:04:55 00:04:59 facebook's taking the hit on all of
00:04:57 00:05:01 those and actually looking through my my
00:04:59 00:05:02 credit card statements like recently i
00:05:01 00:05:03 did see something that i notiked that
00:05:02 00:05:05 was like
00:05:03 00:05:06 uh paypal collections or something for
00:05:05 00:05:07 like 40 some bucks and i was like what
00:05:06 00:05:09 is that like
00:05:07 00:05:11 this happened like a couple days ago and
00:05:09 00:05:12 so i need to go back and look through
00:05:11 00:05:14 all of my accounts again to make sure
00:05:12 00:05:16 that like facebook is not just
00:05:14 00:05:17 deducting that from my account right
00:05:16 00:05:20 they said that i was paid
00:05:17 00:05:21 maybe i was paid i probably was but then
00:05:20 00:05:22 they probably took that out of my
00:05:21 00:05:24 pending balance
00:05:22 00:05:26 which is exactly why because i've seen
00:05:24 00:05:28 this like commented on a number of other
00:05:26 00:05:30 other uh channels and like on a number
00:05:28 00:05:31 of other like a live q and a's it's like
00:05:30 00:05:33 some people are reporting negative
00:05:31 00:05:35 pending balances
00:05:33 00:05:37 probably because facebook is taking that
00:05:35 00:05:38 money back and you're not even aware
00:05:37 00:05:41 that they're doing it okay
00:05:38 00:05:43 so key message here is just check check
00:05:41 00:05:45 your account go into your sales
00:05:43 00:05:46 make sure that this is not happening to
00:05:45 00:05:47 you i wanted to bring this to the
00:05:46 00:05:49 forefront today because
00:05:47 00:05:50 it seems like it's a big issue and that
00:05:49 00:05:52 i wasn't even aware of until this
00:05:50 00:05:53 morning like i knew it was happening
00:05:52 00:05:56 but i didn't know it was happening on
00:05:53 00:05:57 this mass of a scale um so it's not that
00:05:56 00:05:59 big of a deal let's say like
00:05:57 00:06:01 hypothetikally last month i think
00:05:59 00:06:03 forget it was like maybe four grand or 4
00:06:01 00:06:05 500 or i whatever i said in the last
00:06:03 00:06:06 profit report i really don't even
00:06:05 00:06:07 remember i just do the drop shipping
00:06:06 00:06:09 business like as a whole
00:06:07 00:06:11 i don't break it apart as like amazon
00:06:09 00:06:12 and uh facebook marketplace on my
00:06:11 00:06:14 whiteboard where i keep track of all
00:06:12 00:06:15 that stuff i do have detailed
00:06:14 00:06:16 spreadsheets
00:06:15 00:06:18 you can go back to the last video i
00:06:16 00:06:19 dropped on like what i made on on amazon
00:06:18 00:06:20 drop shipping what i made on facebook
00:06:19 00:06:22 marketplace drop shipping
00:06:20 00:06:24 it was in between like three and four
00:06:22 00:06:25 ish something like that last month
00:06:24 00:06:27 profit it was down a lot
00:06:25 00:06:29 um so let's say hypothetikally i made
00:06:27 00:06:31 four grand profit last month
00:06:29 00:06:32 maybe i only made 3500 profit or maybe
00:06:31 00:06:34 only made 3200
00:06:32 00:06:36 profit because facebook refunded about
00:06:34 00:06:39 500 or 800
00:06:36 00:06:40 worth of my items if not more right so i
00:06:39 00:06:41 got to look back at all that just wanted
00:06:40 00:06:42 to bring it to the forefront and let you
00:06:41 00:06:45 guys know
00:06:42 00:06:46 go to your your uh obviously your
00:06:45 00:06:48 marketplace check your profile check
00:06:46 00:06:49 your sales tab
00:06:48 00:06:51 and then go back down like where it
00:06:49 00:06:52 shows all your sales and all the numbers
00:06:51 00:06:54 that you were paid out for those sales
00:06:52 00:06:56 or that you collected and make sure that
00:06:54 00:06:58 there's not a massive trend of like red
00:06:56 00:07:00 numbers being refunded okay
00:06:58 00:07:01 so i hope you guys like this video give
00:07:00 00:07:02 it a thumbs up if you appreciate the
00:07:01 00:07:04 value in it
00:07:02 00:07:06 let me know comment down below if this
00:07:04 00:07:07 is happening to you or if you know if it
00:07:06 00:07:08 is then obviously what's been your
00:07:07 00:07:10 experience
00:07:08 00:07:12 have you solved it have you even notiked
00:07:10 00:07:14 it or just hearing about this
00:07:12 00:07:16 for the first time all right and i'll
00:07:14 00:07:16 see in the next one