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Ebay Platform Issues and a Complete Brick Wall at Customer Service
Hi,
Reaching out to the Community in hopes that someone has a contact that can potentially throw me a life ring. I have had numerous issues with the Seller platform in the past few months, which are finally getting on my last nerve as lost profits and Seller Defects continue to pile up thanks to these issues.
First, I sold multiple items of low value with a shipping policy utilizing USPS First Class mail. As in an envelope with a stamp. This is not a trackable service. There is no tracking available at any level to provide, and yet every time I've used this service (which is available as an option to sellers, implying that it's supported), I've received a defect for not uploading tracking.
So then, I changed to the "eBay Standard Envelope" for these items, as it has "Tracking" per Customer Service. Although I had read the numerous complaints about this service and experienced them first-hand as a buyer because the tracking simply does not work, I switch in an effort to preserve my seller level and hopefully achieve Top-Rated. Before all of this, I was most likely going to earn Top-Rated next quarter. Instead, my performance indicators continue to creep downward with every sale I make.
And tonight, I had an order come in with 5 items where Combined Shipping combined the weight of the items...but somehow wanted me to fit them in the same size box as used for a single item. The result was that the buyer paid $7 for a shipping label which cost me $16. I called Customer Service (or rather, they called me since we aren't "allowed" to contact them without them choosing where and when) and the agent told me that the shipping didn't combine as I didn't have dimensions on the listings (I did), and that I should just ask the buyer to pay the different through Paypal directly, or else cancel the order and ask the buyer to inconvenience themselves and re-order.
First and foremost, there is no reason whatsoever that Customer Service couldn't have just modified the order and requested the buyer to re-authorize the payment. On top of refusing to assist me, she advised me to violate multiple Ebay Policies by telling me to request payment off-platform, and then issued a second "workaround" of triggering an order defect by cancelling the order altogether. This issue has also occurred multiple times in the past, each time with different "explanations" from customer service about what I supposedly did wrong, and no follow-up or advice on correcting the issue going forward.
I've called, I've chatted, I've tried daytime, nighttime, and everything I can think of. Every time I reach out, Customer Service refuses to provide any answers or details to the situation and promises "escalations" and referrals to development for follow-up. I've never received any follow-up from anyone from multiple support cases, aside from the auto-generated "we've denied your defect removal request", which isn't even something that I've formally requested in these cases, I just want to know how to stop the issues from continuing. I can't get an answer from anyone at Customer Service and every new case starts from square one as they claim to have no records of my previous requests.
Does anyone know any way to reach out to anyone that will actually follow-up with me? I don't expect immediate resolution from the first person I talk to, but it honestly seems as though they aren't doing anything except reading me a Knowledgebase article and then closing the case. There has to be some way to get someone in the company to actually listen to the issues I'm having and follow up with some answer that is actually valid. Even if it's a technical explanation of why the platform doesn't work and that they don't have any plans to fix it, at least it would be an answer.
