Horrible customer service changes.

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Over the past 2 months eBay has implemented corporate structuring changes to their cancellation and customer service abilities. An item hasn't shipped within 12 days of ordering seller is not contacting or communicating with me when I reach out. There used to be a button under more actions to cancel an order that wasn't shipped. That option is gone another order arrive damaged the seller won't provide me with a return label and neither will eBay. I don't understand what happened over the past few months to the corporate structure with regards to customer service I have been a loyal eBay customer for over 15 years. It's sad to say that I will no longer be using eBay anymore. Due to their lack of customer service ability. I appreciate eBay. But I can no longer get my disputes resolved when I get damaged items and can't return them. Or an item doesn't ship and I can't cancel it. I hope it goes back one day to the way it used to be. But until then I can't use eBay again. It's sad cuz I really liked it

jsierman1

223 View listings

Posted 1 year ago·Last reply 1 year ago

3 comments

lady_madonna

Mentor1 year ago

*Volunteer Ebay Mentor*1039 View listings

@jsierman1

Buyers cannot cancel their orders, they can only request that the seller cancel the item. The "cancel" button IS still there if the item has not been shipped.

If you don't receive an item you purchased, you can file a Refund Request when the estimated date of delivery has passed by at least one day.

Go to your My Ebay page >> Purchase history

Select â€œMore actionsâ€ beside your item and then â€œI didn't receive it.â€
Click the box beside I want a refund.
Select Send request.

If the seller does not respond after 3 business days, you can ask Ebay to step in to help you.

Find the item in your Purchase History
Select See request details
Select â€œAsk eBay to step in.â€

When you receive an item that is damaged you can file a Return Request, and if the seller does not cooperate, you can have Ebay step in to help you. Not sure why you did not get a return label if you followed proper procedure.

Within 30 days from date of delivery, go to your Purchase History, find the item, and under â€œMore actionsâ€ click on â€œReturn itemâ€ and select the reason for the return. Attach a photo.
IF you had a valid reason for the return and your request is approved, the seller will have 3 business days to either accept the return request and provide a prepaid return shipping label OR refund without having you return the item.
If they don't do either, you can go back to your Return Request details 4 business days after you filed the Request and ask Ebay to step in.

jsierman1

OP1 year ago

223 View listings

You are correct when an item arrives damaged you can have eBay step in when the seller does not cooperate. I just got off the phone from having eBay call me back because you can no longer call eBay. Another horrible customer service change that you cannot call them. That's besides the point eBay refuse to give me a shipping label to return the item. They say I have to get that label from the seller. The seller is refusing to give me the return label saying only eBay can give it to me. It used to be eBay would give me a return label but like I said before their customer service rules have changed and no longer are functional for me in my needs. Also. I took a picture of the item that I cannot cancel because the button does not exist anymore. It shows the order date August 1st it says it should be here by the 15th or the 16th of August. Tracking has not been provided meaning it has not shipped yet I would show you the picture but I can't figure out how to upload that It should be just a quick button to tap and attach a picture but of course when you hit the picture camera icon in the messenger it ask opens up a dialog box where you type in where the source is and other information into prompts there is no easy access just to merely attach a picture. For a company with as much IT power as eBay you think they would be able to make their websites intuitive. In fact they actually could the only reason they do not is so they can make more money by doing less returns. It's okay I understand and I will no longer be using eBay because of their customer service changes that you apparently don't believe are real.

lady_madonna

Mentor1 year ago

*Volunteer Ebay Mentor*1039 View listings

@jsierman1

Something is wrong. If you filed the Return Request within 30 days of delivery and chose the reason "damaged", Ebay will always provide a refund or return label if the seller does not cooperate. Did you go back to your Return Request details and clicked on the link to have Ebay step in to help you? That way talking to ebay Customer service on the phone was not necessary. I have done this plenty of times as a buyer and in the instances when the sellers did not cooperate nor provide a return shipping label, Ebay issued me a refund, not requiring that I return the item.

Lack of tracking does not mean the item has not been shipped. You don't know for a fact that the item has not been shipped. Sellers are not required to use tracking nor mark their items as shipped. If the estimated date of delivery is the "15th or 16th", then you can wait until after that to file a Refund Request due to Item Not Received.