Ebay Customer Service Got it Wrong
Summary: themicroscopeshop shared their experience of an item being lost through eBay's international shipping program, which led to negative feedback from the buyer. They initially faced difficulty with eBay's customer service in resolving the issue, with a representative's response not aligning with the problem. stainlessenginecovers and gurlcat suggested contacting eBay through Instagram for better assistance, as it had worked for others in the past in similar situations. Eventually, themicroscopeshop connected with a competent representative who escalated the issue, leading to two higher representatives resolving the matter and removing the negative feedback. The discussion also touched on possible reasons for the delay in automatic feedback removal, including the timing of the buyer's claim.
I sold an item through ebay's international shipping program. The item was marked as delivered to their hub and then promptly lost in transit. The buyer understandably left this negative feedback on my account:
Three months later and the product not arrive yet. I don´t have the product.
I thought, no problem. I'll just call ebay and get this removed since the item was lost in their custody. Not so fast! Here's the response I got from Jared in Customer Service(those are his typos BTW).
"As per checking, the item should have been shipped out on 22nf April but the item was already shipped out on 30th of April. It is also important to ship the item within you stated handling time. We've kept the feedback as it was a buyer's experience.
Our decision
After carefully reviewing the details, we couldn't confirm with tracking information that the item was shipped or delivered on time.
For this reason, the feedback was not removed. Just so you know, this feedback will not impact your seller performance level."
The item was shipped on time, and the buyer's complaint wasn't about a late delivery. It was an item not received claim. It was received by ebay's shipping hub and then lost by them.
Can anyone advise me of where to go from here?
albertabrightalberta
·1 month agoThis is very strange @themicroscopeshop .
Did you change your shipping preferences recently? I looked at some of your listings and not only do you not show EIS, but you don't show direct shipping to outside the country.
Are you sure your buyer didn't use a freight forwarder?
themicroscopeshop
OP1 month agoThanks for everyone's help. I appreciate it. The issue has been resolved and the negative feedback removed.
ryry-jj
·1 month ago · EditedOn the order details page for this item....what is the ship to city? Im puzzled why any of this has become your issue....did the buyer never file a claim? Im wondering if the package was delivered, it never was lost, but not received by the buyer, and a claim was never filed
themicroscopeshop
OP1 month agoThe buyer notified eBay of the issue 3 months after the order so no claim was ever filed. I can see that he was refunded. However, the issue has now been resolved. To eBay representatives emailed me this evening and have removed the negative feedback.
tobaccocardyahoo
·1 month agoIf the package was lost and the buyer opened an MBG claim for item not received, and Ebay paid the claim, the FB removal would have been automatic.
If the process was not completed, it would not be surprising if the automatic FB removal would not occur. It would not be surprising if there is no manual way to remedy the lack of the automatic function.
If this sounds like a squishy answer, I agree it does.
themicroscopeshop
OP1 month agoI think the issue is that it was completed late. The buyer had forgotten about the purchase and didn't make the claim until 3 months had passed. This may be why it wasn't automatically removed. Thanks for your input.
m60driver
·1 month agoYour feedback is fine. Just move on and forget about it.
stainlessenginecovers
·1 month agoSign up for Instagram; then contact ebay there (there are reps that can help)
gurlcat
·1 month ago@themicroscopeshop Seconding this^. It's really your only hope of getting the inappropriate neg removed. I don't use Instagram for social media at all, but signed up just to get help from real human eBay employees, typically American ones or at least fluent English-speakers. They will have no trouble understanding the real issue, unlike the obvious ESL employee who fielded your removal requiest.
themicroscopeshop
OP1 month agoThank you. After calling customer service 3 times I found someone competent. She couldn't understand why the customer service rep declined the removal and forwarded this to the higherups. Thanks for the Instagram suggestion. I wasn't aware of this. I'll keep that in mind if I have issues in the future.
ryry-jj
·1 month agoLets us know if there are actually any "higherups"...
themicroscopeshop
OP1 month agoYes, I'm happy to report that two representatives contacted me via email and corrected this issue. The problem has now been resolved
stainlessenginecovers
·1 month ago@ryry-jj there are; I've seen them. They have the 24" stools instead of the 17" desk chairs.
tools*
·1 month ago · EditedRe: Instagram
But Facebook is so icky.