Locked
Discussion interactions are currently paused.
Method to actually escalate a case/to a supervisor?
Wonder if anyone has been successful in escalating to a supervisor? I chatted with a rep, escalated to the supervisor, then requested to escalate above them (because they clearly didn't know what they were talking about) and the 'supervisor' disconnected the chat. I'm wondering if there's a reliable method to contact a real supervisor at least 2 levels above your basic phone rep.
I'm dealing with a feedback customer service failure, and now a customer service failure related to my attempts to remedy the case failure, so I need to move past the frontline reps.
25 comments
redmodelt
·3 years agoSellers cannot change the shown shipping price after the sale, about the only way they could, would be to take the sale off eBay.
We don't know what you bought or what price it was, but maybe you are adding in the sales tax?
fab_finds4u
·3 years agoEscalate a case?
What case did you open?
Do you mean how to talk to a supervisor?
If you can't leave negative feedback then the seller must be TRS offering free returns. Or you're trying to leave it too soon. eBay wants you to work it out before leaving feedback.
As stated, shipping isn't just actual postage thus it's called shipping & handling. Some sellers build the related handling charges into the item cost and charge only actual postage. Some put it in shipping (where it belongs).
Something else to think about is is some sellers charge everyone the same shipping cost and it's a cost that covers the shipping no matter where you live because they don't go in the hole on shipping. If you live near the seller then shipping isn't going to be a good deal.
The bottom line is shipping was shown before you bid and bidding means you agree to the terms, including shipping. You shouldn't agree and win and pay and then later say you don't agree.
sfq76
OP2 years agoIn this case seller listed a shipping method with one cost (priority I believe) and shipped with a different method (media). As the shipping policy only allows exact postage to be charged (plus handling costs if those costs are added to the listing at the time the item is listed) then the difference must be refunded to comply with ebay policy.
dubsteesllc
·3 years agoThe same exact thing happened to me. After the disconnect, I "chatted" back in and asked for a United States-based Agent and mentioned "legal". They were much more helpful then.
kathiec
·3 years agoEBay customer service is outsourced offshore. Like most outsourced CS, when you ask for a supervisor they usually transfer you to another first-line rep. And they all work off scripts, so they're not going to know how to solve an issue not in the scripts. If you'll post more about your issue we may be able to suggest a better solution.
slyders_finds
·3 years agoThe only way to get a US Rep that works off common sense rather than reading a script in slow motion is to be a big seller/youtube personality. They are given Ebay Conceige Services and can usually get a rep on the phone in 3-5 minutes. Lemmings like us, we get an rubberstamping bot unfortunately.
Unavailable member
·3 years agoThere’s none that I know of. But if you post your issue here then possibly you could get the help you need. There are many experienced buyers and sellers here who can help. Otherwise you can try direct messaging a CS rep on Facebook via eBay for Business.
sfq76
OP3 years agoThanks! I've given the FB route a try.
mtgraves7984
·3 years ago@sfq76
Your feedback all looks fine. What kind of an issue are you having with feedback? Maybe we can help...
sfq76
OP3 years agoMine is fine - I'm trying to leave a negative for a seller that overcharged me for shipping. Package as arrived (using size, weight, and method through the ebay shipping calculator) was $13.41, but the seller charged $27.90, so 100% upcharge from actual shipping. I reported the shipping policy violation, but wanted to leave the neg too to warn other buyers. But any neg I leave gets removed.
kensgiftshop
·3 years agoSeller can charge what they want for shipping.
$27.90 was shown to you and you agreed to pay it, so there's nothing to report.
sfq76
OP2 years agoIncorrect. Seller can "Only include shipping charges that are actually incurred and are related to the cost of shipping and handling the items being delivered". Seller in this case shipped with a different shipping method than was shown on the listing (listed with priority I believe and shipped with media) and didn't refund the difference. To apply handling costs requires listing the handling amount in the tool at listing, which wouldn't apply in this case.
up_4_reasonable_offers
·1 year agothis was edited cause it was not meant for Ken but the back stabbin co-worker thriftincrap
up_4_reasonable_offers
·1 year agoHey Ken I am sure you know that was meant for the rock star who wants to stab her co-worker in the back. I will try to remove it...just started up here in this comment area.
Unavailable member
·3 years agoI’m sorry, if you didn’t like the cost of shipping then why did you buy?
Shipping is not just postage, it also includes time spent packing your widget, gas to take it to the PO, time spent standing in line at the PO, packing materials, paper for the label, ink to print the label. All these are part of handling fees that sellers can add into the cost of shipping.
sfq76
OP2 years agoShipping is just postage per the shipping policy, unless the additional items you mentioned are included as a handling cost in the listing.
gone.c-33
·3 years agoIf you left a negative feedback and it has been removed, it cannot be reinstated. No amount of calling will change that.
That being said, there is no policy that says that only exact postage can be charged as shipping and handling,
sfq76
OP2 years agoThe policy does state that only exact posted can be charged. Seller can "Only include shipping charges that are actually incurred and are related to the cost of shipping and handling the items being delivered". Seller in this case shipped with a different shipping method than was shown on the listing (listed with priority I believe and shipped with media) and didn't refund the difference. To apply handling costs requires listing the handling amount in the tool at listing, which didn't happen in this case.
mtgraves7984
·3 years ago@sfq76
Got it. Was the shipping cost in the listing shown as $27.90? (You can post the item number here, if you want to.) Actually, the s&h cost in the listing includes time and materials' cost to the seller. If you bought it, you approved that.
sfq76
OP2 years agoYes, the shipping was listed as 27.90 (with no handling costs). But the item when shipped was sent with a lower shipping tier (media instead of priority I believe). So, the seller should have refunded the difference to comply with the shipping policy.
fashunu4eeuh
·3 years agoHi below is the Shipping policy link. Were any of its tenets broken? Which one(s)?
https://www.ebay.com/help/policies/default/shipping-policy?id=5035
sfq76
OP2 years ago"Only include shipping charges that are actually incurred and are related to the cost of shipping and handling the items being delivered" is the policy that was broken.
soh.maryl
·3 years agoDon't understand: When you paid, you saw the shipping cost and that was apparently correct, or you would not have paid, right?
How did the seller manage to charge you more than the amount you saw when you paid?
sfq76
OP2 years agoSeller listed one shipping method (at the 27.90) but shipped media instead (at the 13.41) and by policy should have refunded the overcharged amount.
buyselljack2016
·3 years agoGive us a link to that "shipping policy violation".