eBay Case/ Appeal Management Started Lacking - Seller/ Merch Support
Hello, friends,
I just wanted to share our recent experience with the eBay merchant support team.
We sold a product back in mid-July, and the shipment was supposed to be processed via the eBay Global Shipping Program. eBay Shipping Hub is in Illinois.
The customer opened an "item not received" case in August and let us know they hadn't received the order.
Upon checking with the carrier we confirmed the lost package and provided a new tracking number for a replacement order.
Later on, even though the new tracking number was on the case, eBay still closed the case with a refund to the customer.
We appealed this by providing the tracking details again.
The appeal was rejected by one of the eBay agents because they were fixated on the initial tracking number.
The order is refunded by eBay and the merchandise is already in eBay's International Hub.
Probably the merchandise will be stock over there since there are no funds eligible for customs.
This financial loss and additional inconvenience could've been easily prevented if eBay's Agent had reviewed the case carefully.
I just wanted to share this experience and hope eBay improves the way they handle the cases.
slippinjimmy
·2 years agoYou made a mistake by sending a replacement, eBay in general and EIS specifically have no procedure for replacements.
You should have let the claim be handled by EIS and if you wanted to tell the buyer to buy again (presuming you have more of the same item....which apparently you had).
mam98031
·2 years agoI'm not sure why you reshipped the item. Are you in EIS?
A seller in EIS is responsible to get the package to the Ebay Hub. Once it arrives at the Hub and is accepted, Ebay is responsible for the package.
So did this happen on it's way to the Hub or after Ebay reshipped it from the Hub?
When you put the new tracking number into the INR the buyer filed, how did you do that? Was it just a message to the buyer?
FYI the The Global shipping program was retired and replaced with EIS = Ebay international shipping.
heckofagame
·2 years agoAre we talking about eBay International Shipping? I thought the Global Shipping Program was done.