Ebay contact impossible
I have a case number for a purchase problem and very much need to directly communicate directly with ebay. None of the normal communication channels are functioning. The "have us call you" feature is not showing no matter what link I use from forums. The chatbot tells me I need to send an email which I have composed but when I send get an error message saying it was not sent. I have also tried to send one to the email from previous contact but am getting nothing. I have spent hours on this today and over a month dealing with the purchase I never got. I have never had such difficulty contacting Ebay so maybe it is a technical issue? I am out of time today but maybe someone can steer me to a solution??
11 comments
julzybug
OP8 months agoOh yes been there done that. I just went to your link in case it was something different but it's not for me . Not only did I check the status when I tried to follow up with eBay, the only way to connect is in the chat bot. It checks on the status and says I need to reach out to the seller which I have attempted. The only other communication it offers or directs is to is a window that emails eBay. I have composed this email but when I summit or send I get a red error exclamation like it did not send anything. Each time I recheck it, the process starts all over and I go through the same thing again & again. I also tried different browsers and different devices. In the past, I've been able to use the have an agent call me, feature, but that is nowhere to be found.
eburtonlab
·8 months ago@julzybug
When did you start your case? Typically you would have had twenty-one business days in which to ask eBay to step in; after that the case is closed automatically.
If you have waited too long for help from eBay, you may still have recourse through your payment method. Many credit cards offer up to six months of protection from the date of purchase.
If you are unable to get a call back, try contacting eBay via social media direct message:
https://x.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
julzybug
OP8 months agoAt this point, it's more about my inability to contact eBay at all to get it straightened out. I've had an eBay account since the beginning of eBay. I've never had such difficulty reaching out to customer service. Seems like some kind of glitch that they are completely unreachable, which was the reason for my post in the tech forum .
Here is TLDR info about my experience in case it keeps someone from posting things I've already tried.
**The order was placed over a month ago. Status said "shipped" soon after purchase and then nothing happened. I tracked and did all the things. I sent a note to the seller inquiring. They have a good satisfaction score and I have ordered from them previously. Not a small seller but also too big to care to respond. Somewhat slow delivery but I've been happy with their merch so no need to interact. I reached out to eBay at the two week point for a status check- all electronically. A week and a half later I used the "have an agent call me" feature after exhausting all other tools. The wonderful human agent called back & opened a case but said the seller had a few more days. He said I should follow up on 1/8 (my bday) if nothing has been resolved. I also had the agent check to see if somehow I had missed any communication from the seller since they didn't respond to inquiry. Agent checked and found the same info I found -simply that there was a problem with the order but no other attempts to let me know what's going on. Seller sent me an email @ 2A on 1/8 saying they had sent me messages and had been unable to reach me. Either there's a problem with eBay communication or the seller is not being truthful. Anyway, seller said they didn't have my item and sent me to a link with other products. I immediately responded to the email. I explained I have no interest in the other items & would really just like the thing I paid for last month***Especially since they are currently still offering this same exact product *today * in multiple different listings. I very still much want the product. I asked for them to please follow up. Again, no response from the seller. No refund, no communication whatsoever . The status on my purchases just says undelivered case open. When I click on it, I do the whole roundy round thing I explained earlier with zero resolution. Now there is no path for me to get ebay to step in - or communicate with them at all as there has always been in the past. None of the tools I have used are working. I have searched the eBay forums. I have searched Reddit , youtube , chat gpt etc All of the resources I should be able to use to reach ebay are a dead end. For me, this is the biggest issue of all. Ability to get support when you need it is the main reason I use ebay at all. One lame seller is not nearly as big a deal as not being able to get in touch with eBay. Is this a glitch they will fix?? Or is ebay starting to go full AI and stop having human customer support when it becomes necessary?? Would love to get my stuff or at the very least, some kind of resolution from the seller, but more importantly want to make sure ebay isn't phasing out human customer support for me to continue to use the site.
roccotacodad54
·8 months ago"more importantly want to make sure ebay isn't phasing out human customer support for me to continue to use the site."
Everything is automated when it comes to most problems (including yours I believe). The days of calling a human in customer support are fast closing with all venues, not just eBay.
I can still call and get a human on a couple of sites I buy from but they are in essence online Brick & Mortar type stores. Their own separate website, no shareholders to please.
I needed to learn how to be made whole and adapt (I'm about to turn 72) and have.
If a lack of human interaction instead of AI determines whether you will buy online you may as well just consider 99% of online platforms not worth your time and stop. AI and automation are replacing more and more of these jobs and this will only increase as time goes on.
Learn to adapt...knowledge is power...............................................
julzybug
OP8 months agoI spoke to a human a week ago who told me to reach out the same way if I still had a problem. If there is no option to contact customer support at the very least, eBay needs to make that clear to its customers. Most transactions on ebay are completely doable without people. But even their far larger competition makes it possible to connect with someone when there is a problem. eBay can certainly become totally automated and offer no support but until the tech is better, the way I'll adapt is to shop elsewhere.
soh.maryl
·8 months agoYou had 30 days from the estimated delivery date as seen in the original listing to open an item not received case. Once you open that case, it's all automated from there on as several others have stated.
The Money Back Guarantee is pretty clear.
If you did not attempt to open an INR case until after that 30 day deadline, your case will be declined.
You can, however, usually do a chargeback on your credit card and most give quite a bit longer than 30 days.
Sorry to hear you're leaving us. Hope your experience elsewhere is better. Be sure to read all their terms and instructions about what steps to take if/when a transaction goes wrong. eBay's MBG for buyers is quite good if/when used correctly and in the right time frame.
monica-sells
·8 months agoAn Item Not Received issue is virtually completely automated.
You have to initiate a case by going to your Purchase History and indicate you never received the item. This opens a "case" against the seller and initiates the automated process the seller can't escape from.
Have you done this first step?
dryophelia
·8 months ago@julzybug
We have just 30 days to open an ‘item not received’ case.
Have you done that yet?
The process is self directed, and really doesn’t require any emails back and forth between eBay.
julzybug
OP8 months agoYes. I have a case number. The seller reached out without a resolution, refund, product, follow-up and no further response. Now I cannot find any way to communicate with eBay about this or even start a new inquiry. I cannot get direct communication with eBay at all. I have done this before and it's never been so difficult to contact either the seller or eBay.
eburtonlab
·8 months ago@julzybug
Check the status of your case and see if you can ask eBay to step in, if appropriate:
https://www.ebay.com/help/buying/default/ask-ebay-to-step-in?id=4701
soh.maryl
·8 months agoYou have opened an item not received case with eBay per your message here.
That seller has 3 days to respond to your case. If that hasn't happened in 3 days, on day #4, you can return to the case that you opened and ask eBay to step in. eBay will refund you from the seller's funds.
There is no need or reason to contact eBay or the seller because it's all automated.
You might want to refresh your memory by re-reading the Money Back Guarantee.