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Navigating AI in Online Dispute Resolution
Summary: guygotribe4 shared their experience of a scam on an online platform, where a seller provided a false tracking number for a large item that was never delivered. They expressed frustration with the platform's AI-driven customer service, which sided with the seller. mr_lincoln suggested obtaining documentation from the carrier to prove the discrepancy and provided steps to contact a human representative at the platform. Despite initial challenges, guygotribe4 later received a full refund, thanks to the guidance and resolution from the platform.
I've recently encountered a situation where I feel like I'm being scammed by a seller on eBay, and it seems the platform's AI systems aren't providing the support needed to resolve it effectively. I'm struggling to find a way to connect with a real human who can help me sort this out.
Have any of you dealt with similar experiences? How do you navigate platforms that primarily use AI-driven customer service? What strategies have you found successful in getting through to a human representative for issues like this? Please share your insights and tips.
Here is my issue. I purchased a large cabinet 55" x 28" and the seller gave me a tracking number for it. It was delivered, but its nowhere to be found, I have a ring camera with memory, nobody delivered it. I called FedEx and they said it was delivered but not to my address or my name. I looked at the photo the FedEx driver took, and it was a very small package (like a t-shirt or something) left on my street, different house, looks nothing lie mine and the package is very small, no way it is a 55" cabinet. I did the whoel, where my package thing, and Ebay says, well, it was delivered, the seller claims that. When in fact, the seller shipped a small package to a different house on my street and help my $375.32. That is alot of money for nothing. I called ebay, contacted the seller, left pictures of the wrong house, my house, package size, what FedEx said, nothing. The AI is siding with the seller. How can I get my item or money back? I've opened a case, but I can't upload pictures, and AI wont call FedEx or check the image provided by them and compare that to my house and address. Help?
mr_lincoln
Mentor1 week ago · EditedHI @guygotribe4
You have been scammed by the False tracking number scam. If you filed a claim that you did not receive your package the Seller can win that claim by simply uploading the tracking number for the bogus small package they sent somewhere else. eBay has been working hard to thwart this scam but as you can imagine it has been a challenge.
When it happens to a Buyer here is what we advise them:
Unfortunately, you have fallen prey to the False tracking number scam. You may or may not have filed a claim through eBay that you did not receive the item but since tracking showed it was delivered, they ruled against you.
You need to get a document from the Carrier stating that the package was not delivered to your address and then contact eBay with that information to prove delivery confirmation was to a different address than yours. Make sure you tell eBay it was a False tracking number scam.
Here's how to contact eBay general customer service.
1. CLICK THIS LINK:
https://www.ebay.com/help/contact?type=ContactUs&topicId=4000
2. Select a category that best matches your problem.
3. Answer the chat bots question by stating what you need help with. Be brief when you reply to the chat bot.
4.Type AGENT ( you may have repeat steps 3 and 4)
5. Request a call back or live chat. (Note that the contact options vary depending on the topic and staffing availability)
Monday to Sunday 5:00 am to 09:30 pm PST
3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
https://www.instagram.com/ebay/
6am to 6pm PST
Make sure you report the Seller: Online Customer Service - Report an issue with a seller
If you cannot get a refund through eBay then you will be forced to file a dispute with your funding source.
guygotribe4
OP1 week agoOh holy hell. Okay, thank you. I will get workingon this. Thank you.
mr_lincoln
Mentor1 week ago@guygotribe4
Yes, it is quite the problem as you can see by that reply I gave you. While it represents a small % of the total transactions that occur on the venue it is a major problem for those it happens to. For myself I get angry every time I see this happening to a customer. I wish I had a button to press that would shut down the Seller's account for good and ban them for life. Those Sellers are criminals, make no mistake. But sadly, as of today there is no infrastructure to capture them and charge them with a crime.
guygotribe4
OP1 week agoWhat I do not understand is FedEx uploads an image of the delivered package, and its clearly not a cabinet, its very small. Can't they see that? They can even call FedEx and prove its not my name or address associated woth the tracking number. Why can't they do sowm howework? Now, I have to tra el 40 minutes to a FedEx place to try and get this resolved. Ugh.
mr_lincoln
Mentor1 week ago · EditedThat is why the scam is so effective. Whether it is FedEx, UPS or USPS they are simply the delivery service of a package with a label on it. They know nothing about what is inside or the transaction between the Seller and Buyer. Some Buyers have had success through eBay with getting the weight info off the bogus package and then comparing the cost to ship that with what was shown on the eBay listing unless the Seller was offering Free Shipping. As you can imagine, there are many layers to the scam. On lower priced items sometimes Buyers just don;t want to go through the hassle of trying to work through eBay and either file a payment dispute with their funding source or write the experience off as a loss and never use eBay again. The criminal Sellers are playing a numbers game in that regard. Unless Buyers pursue the issue they will ultimately get away with a certain number of scams and simply pocket the money.
There are around 2.5 BUILLION items for sale on eBay worldwide and there are around 1.7 MILLION Selling accounts. So again, this scam is a small % of the total transactions that occur everyday on eBay ... but if you are the one it happens to none of those numbers mean anything.
guygotribe4
OP1 week agoEbay sided in my favor. I got a full refund. Thank you for your help.
mr_lincoln
Mentor1 week ago@guygotribe4 You are more than welcome! Glad you got the refund.