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How to get to an actual person at Ebay to deal with a problem
Summary: jmdeur expressed frustration with eBay's customer service, particularly with the AI assistant, while dealing with a tracking issue for a purchased item. They reported that UPS tracking showed the package delivered to a wrong address, while eBay removed the item listing due to a policy violation. jacbarcollectibles suggested it's a false tracking scam and advised on opening an 'Item not received' case and providing UPS proof for an appeal. arraus suggested the seller might be scamming and advised contacting eBay CS using specific keywords to reach an agent. mam98031 provided various methods for contacting eBay, including using social media and specific links for direct support.
There doesn't seem to be any way to actual get to a person to deal with a complex issue - using the AI assistant is worthless, as you can't get more than about one sentence into the problem before it says effectively "tough luck" - here is the problem: Purchased ebay item 198632723024 a few days ago. A Couple days later received UPS tracking number 1Z7491540349968791. Received notice today that it had been delivered to our local UPS store where we get packages – went in and was told no package had been received. Contacted UPS (twice) and they said that the address that they had associated with that tracking number doesn’t match the address that we provided in our original Ebay purchase to seller. They also said that EBay, in their experience, often does not provide correct UPS tracking numbers to Ebay buyers - you'd think this would be a big red flag for someone at Ebay, do you really people to say, "whatever you do don't buy on ebay because you'll never know where you item went to because their tracking info is bogus." What are we to do? Will the item actually show up soon (assuming just the Ebay provided tracking info didn’t correspond to the real package) or did the real package get delivered elsewhere (is there any way to get it back?). Should we put in for a refund? For that matter, why does the listing for this item now say on ebay that “this listing has been removed for a policy violation.” – what does that mean to buyers that bought it (it was a multiple items available listing) when you had it live? Do we still get our merchandise or at least our money back? How come we cannot get to a live person at your company who can answer any of the above questions – your AI assistant is absolutely useless you can’t even get through one sentence of the problem before it says effectively “tough luck.” We’ve been an Ebay customer for what 30 years – should we stop doing business with you and tell everyone we know to do likewise as you now have ZERO customer support?
comics-scifi-collectibles
Mentor2 weeks ago@jmdeur I'm sorry that happened. Here's the best way to handle a false tracking scam. I crossed out the steps you completed but left them so future members can see all of the steps.
1) First, call the post office/shipper to see if the tracking number label contained your name and your address. (They won't tell you whose name is on the package, only that your name and address is not.)a)
If your name and correct address were on the label, ask the Post Office/shipper to review the GPS on the delivery, retrieve the item from the wrong house, and deliver it to you.b) If your name and address weren't on that label, ask the Post Office/shipper if they will put this in writing; it's helpful, but not required. Also, ask for the weight of the package using that tracking number. Follow the rest of the steps starting with 2 below:
FOR UPS:
You can usually find the weight and other details for UPS here:
https://www.ups.com/track?loc=en_US&requester=ST/
then click " Proof of Delivery"
The proof of delivery may have more details about the delivery site, and the weight. Screenshot that.
FOR FEDEX:
You can usually find the weight and other details for FedEx here:
https://www.fedex.com/en-us/tracking.html
Then click 'View More Details' to see the package weight. Screenshot that.
2) Then, report the seller using this process
https://www.ebay.com/help/action?topicid=4022
Important, select "Suspicious seller activity"
then "Other"
Explain that the seller is using fake tracking numbers
Include these phrases
Seller uploaded tracking not associated with my transaction
Tracking details were not accurate
Seller used a false tracking number
Don't write a novel, it's initially being read by a computer, that's why I want you to use those 3 specific phrases in the message.
3) Finally, contact Customer Service and inform them that the seller uploaded a "false tracking number" on your purchase. Share any documentation you gathered. Request a refund.
Use the Customer Service that is on Instagram this way:
- https://www.instagram.com/ebay/
Send a private direct message to the page. Explain you have a fake or false tracking number situation
.
If the above steps do not result in a refund then you will have to pursue a chargeback with your funding source ( bank, credit card, etc) . Once you ask your funding source to step in eBay can no longer assist you so save this option for last.
mam98031
Mentor3 weeks agoThe following are the ways in which you can contact Ebay. All the info is important to know, but if you drop all the way down to the bottom there is a link where you can go and ask Ebay to call you.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://www.instagram.com/ebay/
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT or ask an Agent to call you, in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
From this link you can request Ebay to call you in the USA. The option is available when Staff is available to respond, so NOT 24/7/365.
https://www.ebay.com/help/home
jacbarcollectibles
Mentor3 weeks agoThis is a false tracking scam. eBay does not put the wrong tracking number on a label. To get your refund will be a two step process. The first thing to do is to open an "Item not received" case. Because the seller has tracking that shows delivery you will lost the case but you can appeal the decision but will need proof from UPS on their letterhead that the address on the label was not your address along with the weight shown for the label. With this information you should win the appeal. Make sure to mention the False Tracking Scam in your appeal.
jmdeur
OP3 weeks ago"eBay does not put the wrong tracking number on a label" not sure where you got this from - all i said is that UPS has observed that Ebay is giving its buyers incorrect tracking information which is certainly true by my own personal experience in this instance - I only got the tracking information for the shipment from Ebay. My point is if that information isn't trustworthy, one has to ask is Ebay a trustworthy shopping environment. They should be working with vendors like UPS, FedEx, USPS, etc. to find a solution to the threat - perhaps have a validation process to ensure that the tracking number goes with a package going to the shipping address of the buyer.
arraus
Mentor3 weeks ago · Edited@jmdeur When seller use eBay's shipping, the actual tracking number is provided to the buyer.
Sellers can choose to use another shipping app or service and enter a tracking number into the order, which is what you have probably experienced.
I sell and ship from eBay... it's always the actual, correct tracking number. I think your seller put the bad tracking in. @jacbarcollectibles is probably right. The seller is trying to run a scam. If so, you will need to report it to eBay CS so you can get your money back 100%.
If you use Chat support, type "AGENT", "Speak to Agent" to get to a live person quickly.