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Ebay automatically escalates case on behalf of buyer now?!?!
Summary: iamtoplease shared an issue regarding eBay cases being automatically escalated for review without their consent, resulting in refunds to buyers and strikes against their account. They mentioned that this has happened twice despite resolving issues directly with buyers. jfalauralu experienced a similar situation, noting that cases were automatically escalated after three working days, even when communication with buyers was ongoing. This resulted in automatic refunds and negative impacts on their accounts, causing frustration among sellers.
I've sold some trading cards and shipped without tracking since they're cheap (and tracking makes it not economically viable). So a buyer opened a case for item not received. No problem, I communicated with the buyer that I'll send another and the buyer is happy with this. However, after 4 days (or whatever the # of days before escalation), the case is escalated and the buyer is refunded because I don't have tracking. The buyer has denied that they escalated the case. This has happened to me twice now. Both times, the buyer said that they never escalated the case. I believe Ebay is automatically escalating cases on behalf of buyers for INR if a tracking # isn't uploaded even if the seller is working with the buyer to resolve the issue. I'm out the product, the money and have a strike on my record for "not resolving" issue because of this. Is this fair?
mod-paul
·2 weeks agoHi!
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jfalauralu
·2 weeks agoThis has just happened to me, 2 days in a row, Bang on midnight, cases escalated for review. Exactly 3 working days after case opened. I was communication with buyers via the case to find a resolution. Yet as soon as the clock struck midnight. Unbeknownst to me or the buyer, cases were automatically escalated for review. Ebay automatically refunded the buyer and defect on my account. How is this allowed. It states on their website that AFTER the 3 days, I or the buyer can escalate for review. Nowhere does it say, if you don't resolve within 3 days it will automatically be escalated. 1 of the cases the buyer had received item, said "its great etc" yet automatically escalated and refunded!!!!
embroiderymill
·1 year agoWell that sucks. Ebay is lying. They send a message to the seller that say, "customer contacted ebay". This is not true. It has happened and caused a bad interaction between the seller and buyer. I asked the buyer why they did that when they agreed to wait? The buyer got angry (of course) because he did not do anything.
Ebay is causing bad customer service situations between the community. Ebay deserves the negative feedback that arises from this, not the seller. Nobody asked ebay to step in. We're not required to use tracking. If ebay wants to pay for tracking, fine. I don't see them offering to do so.