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How do you handle this GARBAGE customer service experience as a seller (THE AI ASSISTANT IS TRASH)
Summary: oiotopsales expressed frustration with eBay's customer service, particularly the difficulty in reaching a human representative due to the AI system. They described issues with automated processes and difficulty understanding a representative when contact was finally made. They also mentioned concerns about the impact on their seller performance review and highlighted the disparity in eBay's seller classifications, noting issues with increased fees despite being a "Top Rated Seller."
It is literal hell and high water to get a human being on the phone from eBay. First you get to deal with the HORRENDOUS AI which (NOBODY LIKES), THEN after wasting 3 minutes of your life clicking through a million prompts, you get "Send us an email". ARE YOU KIDDING ME!?!?! I finally did get a call back... someone with a VERY thick foreign accent who I could barely understand. 2 minutes in the call, they hang up. NOW, the DUMB AI won't generate anything other the option to "send us an e-mail" which is conveniently a 24-48 hours response time. The fact that you're able to sell 50k+ a year on this platform and NOT have a dedicated phone line to handle seller issues is truly despicable. I don't even know what to do, I NEED TO SPEAK TO SOMEONE before the seller performance review. I sent an email but I am not going to back in time from anyone. I am also beyond irritated that the employee hung up the phone literally 20 seconds after I verified my account information. How are they able to get away this? eBay paying them to do literally nothing, and now I am more of a bind because AI will not generate "have us call you."
oiotopsales
OP3 weeks agoI am a "Top Rated Seller", literally flawless in every metric aside from the "defect rate" which is 14 / 681 orders. I have been 1 order outside their "below average" threshold the last 2 months. How does me being "Top Rated" in every other metric not count for SOMETHING with 1 metric being off.
I have had $7100 in sales that have had an additional 6% in fees taken in the last 2 months. I cannot afford that. Per eBay policies, they go from a small seller being 100 items per year to a large seller being 1000 items / quarter.
How is there such a disparity between the two?
eastlaneave
Mentor3 weeks ago@oiotopsales
I am sorry you were hung up on.
You can request a defect removal here
https://www.ebay.com/sellerhelp/defect
Your defects will roll off at 3 months, if you continue to have over 400 sales per quarter.
On Sept 20th, they will look at Jun-Jul- Aug sales and issues.
You need fewer than 2% of your transactions to have defects, which are
✓ Transactions you canceled for being out of stock
✓ Cases closed without seller resolution
The only solution is to increase the denominator - the number of sales
One way to do that is to find something inexpensive to sell and list it very inexpensively so you sell a number of them quickly. That will raise the denominator and thus lower the percentage of defects.
Example
4 defects/ 100 sales = 4%
4 defects/200 sales = 2%