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how do i get an agent, to help with an issue? the automated chatbot is running me in circles
Buyer purchases a guitar amp head, last Sunday. Monday, post office is closed, so item is shipped out on Tuesday. The buyer is upset, as soon as it's shipped out, that it didn't ship FedEx. Plus, FedEs overcharged me $31. 16 on a pair of shoes the week prior, and I wouldn't be using them, again, until it was resolved. The buyer spends the next 2 days, berating me, trying to start arguments, etc. There was a small break in tracking the package, but once I know it was fixed, I quit responding to the buyer's remarks, as he was just trying to argue. Apparently, when buyer made the purchase, there was the prompt, "order now, receive by Thursday!" underneath the picture of the item. So, buyer accuses me of lying about when he would receive it. I tell him that isn't something I post on there, but is placed by ebay. On saturday night, he says he is going to need a complete refund, because the item wasn't delivered on time.
Buyer opened a 'item not received' case on Sunday night. I respond on Monday morning, telling him that the package is at the Laurel post office. (WHICH I 14 MINUTE AWAY) The tracking says that there may have been a delay due to weather event. BUT, HIS PACKAGE IS THERE, AT THE POST OFFICE! He keeps acting as if it disappeared into thin air..
I see at 2:17 yesterday, that the item has been delivered. Which I think that maybe, this is over. But, then 5 hours later, at 7:31 pm, I get an email, that says he never received the item, and wants a refund. He says (for the first time, in our email conversation going over a week, now) that he had previously been in a hotel room, but he's no longer staying there, and that the package was delivered to someone else.
Please, you can go back through our entire conversation, to see that he never, mentioned once, that he was staying in a hotel room and that he was not going to be there, after a certain date.
The way I see it, he purchased this item, and I shipped it to the address he provided. He needs to go pick up his item. He states that the item could have been delivered to a third party. They could have damaged the item.
Never in my close to 20 years of selling on ebay, have I had someone pull this. If you are thinking of ordering and shipping to a hotel room, that should be the first thing you communicate to the seller, to ask the if they think it will make it on time.
HOW DO I GET AN AGENT TO ASSIST ME IN THIS? THE CHATBOT IS RUNNING ME IN CIRCLES!!
Thank you..
3 comments
fashionsandbeauty4u
Mentor1 year ago@btester2005
In looking at this listing, it says this item will be shipped via FedEx. Many Buyers base their purchases on the shipping details. Sellers should not change the carrier without notifying the Buyer. And Sellers definitely cannot downgrade shipping. So in this instance, this Buyer has the right to be upset.
In the meantime, as long as you shipped on time to the address in the Order Details and tracking shows it was delivered to that address, eBay should protect you from an Item Not Received case.
The Buyer needs to go through eBay and open an Item Not Received refund request. You will then have three business days to enter the tracking number into that request for eBay to close it in your favor.
btester2005
OP1 year agoWait,...how do you remove FedEx from your list of shipping options, then? I usually have always left the default option, until it sells, and I see where it is going to. (I put in measurements, weight) but it seems the prices vary so much.
btester2005
OP1 year agooh, and thank you, for your reply