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Seller Performance
Greetings, I recently checked my seller dashboard and saw something unexpected, in regards to my tracking number uploading percentage. Apparently, according to eBay all of my tracking #s were uploaded on time except one which was on time but didn't receive a "Carrier Scan". Something which I have absolutely no control over, yet counts against me in eBay's eyes. That is ridiculously unfair. I don't really care about it, except to the extent of why they would perpetuate such an unfair practice. Anyway, the transaction that bears this "missing" carrier scan coincidently, and suspiciously I might add, belongs to my one and only transaction in which the buyer (whose residence is noted to be in South Korea) has claimed to me that their item has not been received. I do not ship internationally, and mention that prominently at least 3 times in my ads. However, the shipping address provided to me was for a pick-up box in Oregon. The buyer has good feedback but has not had one in at least 6 months. I had a bad feeling about it from the start. Item shipped and tracking uploaded within my given timeframe. After about 3 weeks I decided to check on the progress and the tracking info said it was still in transit (sent priority mail). So I went to the PO to see what was up. The Postmaster provided me with a very detailed Tracking Report show it had been delivered and picked up by an individual just 4 days after it was posted by me. It also showed that it had indeed had its final carrier scan. She was puzzled why it didn't show as delivered (or scanned) on eBay's tracking monitor. She even brought it up on her phone for me showing it was delivered! So now, two months later, the buyer is claiming to me (hasn't filed an official eBay report yet) that he has not received his item. In order to not side with the buyer, eBay requires that the tracking shows it was delivered, something that does not show on eBay's tracking view (again, such a very odd coincidence of being the only transaction I might have a problem with and also the only one with a glitch in the tracking info). I tried very hard to contact a human rep with no success. I had done it before but can't find the way to it again. Does anyone know a way to get to a live representative? I would be very appreciative!
wooden_flower
Mentor2 years agoIt happens from time to time that the system misses a scan. Generally eBay will not correct it unless it is impacting your performance rating. One item without a scan can not change your seller rating, but you can ask them to review it.
The easiest way to do this is to post a private message on social media. www.facebook.com/ebay www.twitter.com/ebay
To speak to customer service, use the link on the left side of this page “have us call you†- https://www.ebay.com/help/contact_us?id=4002&st=10
If you don't see 'have us call you' right under the chat link, click chat. Then at the bottom of the chat topics, click more, then click contact an agent.
Ps - breaking your post into several paragraphs will make it more readable and generally get you a quicker reply 🙂
longlostco
OP2 years agoThank you wooden_flower.
Sorry for my long post, context is always important, but your advise is certainly sensible.
I tried the suggested link, which led to the Customer Service > Contact us page. I had already tried that. It has two links on the left; 'Chat With Automated Assistant' and 'Ask The Community'. No 'Contact Us' Link anywhere on the page. When using Chat link they offer that you can contact an agent but never seem to let you. I had tried the Automated route which just put me in an endless loop of repeated suggestions regardless of how I approached it. It gave me the promise of contacting an agent but when it came down to it it wouldn't allow it. That's when I clicked the community Help link that led me here.
As I mentioned previously, I was able to find a way to contact them months ago (account questions). It was easy and they were very helpful. But things seem to have changed since then.
I did figure out why eBay's tracking link wasn't showing the timeline and delivery. It WAS my fault. I had two numbers reversed. I accept the egg on my face and apologize for any accusatory tone and ignorance of the possibility it could have been me. Oddly though, even after correcting the number it still doesn't show the timeline on eBay, but it does on the USPS website. Perhaps there is a limit to how long it can be used on eBay after a sale ends.
If you know of any other routes to contact a representative, please let me know. But, thanks again for the help you've already offered. Cheers, LongLostCo
wooden_flower
Mentor2 years agoEveryone makes mistakes 🙂 I think once the tracking shows delivered, it will not update on eBay.
When you don't see 'have us call you' right under the chat link, click chat. Then at the bottom of the chat topics, click more, then click contact an agent.
longlostco
OP2 years agoHi woodenflower, Clicking the link you provided above takes me to a Customer Service page: "Home > Customer Service > Choose A Topic > Contact Us". on the left of the page are the links: "Chat With Our Automated Assistant" and "Ask The Community". There is no Have Us Call you, or direct contact link of any kind. On the right side of the page is a list of "Help Yourself" topics.
Clicking the Automated Chat link brings up a pop-up window. No contact link anywhere in that window. While using that method, briefly describing my dilemma, it kept offering advise of how to handle an "Item Not Received" case, over and over. When I explained that that info wasn't really helping me the assistant literally said "You can also contact an agent at any time." When I inquired how I can do that, it said "I'm unable to connect you with an agent because I don't see any open item not received requests or cases on your account.". After a couple of those I gave up and clicked the Ask Community" link. no other "Contact us" or "More" links anywhere. I guess I'll try the Facebook route. It shouldn't be this hard to contact an agent.
I don't wish to take up any more of your time, Thanks for the help. I appreciate it. Longlostco
wooden_flower
Mentor2 years agoI think they remove the link to get a call back when the volume is more than they can handle. It is normally there. I’m sure the volume is heavy right now with the holidays - several members have reported that the link is not there right now.
Unless the lack of scan on this item is changing your performance level, I don’t think they will try to correct it, so I think facebook is the best way to ask anyway.