Locked
Discussion interactions are currently paused.
eBay is cutting any and ALL types of communication with sellers !
Hello Everyone,
Has anyone been able to speak with any ebay representative lately?
Now when we call the automated machine ask you to confirm phone number and zip code associated with the account ( I have no issues with this) However, after you confirm your accounts information and choose the option to speak with a representative ( because NONE of the options actually apply to your needs) the machine proceeds to tell you “ You MUST handle this request online†Lastly, they ask you in you want to go directly to the website or if you want to receive a text message with a LINK for you to resolve your issue?. The link is of course useless , pages and pages about ebay policies and bla bla bla we all already know about. Link does NOT give you the option to speak with a representative on a chat at any point!
I had to call last week to resolve an issue , had to call them 18 times in order to be able to speak with an agent.
I had to call them today regarding an issue that can NOT be solved without the help of a life representative (is extremely time sensitive) I have called them around 12 times today. I have chosen all the possible options to see if I have luck with any of them ! No one has answer and the machine continues to tell me I must resolve my concerns online following by ending the call.
Is very clear to me that ebay is trying really hard to cut any and all forms of communication with sellers. Is not like they were super helpful before since they always side with the buyers anyways. But THIS is the last drop . They are bending over backwards to implement new of more efficient ways to have no responsibility whatsoever or any liability over any and all problems. Think about it this way : If they don’t answer any of our calls, how do we solve any issues, questions , concerns or overall problems?
Lastly , ebay makes money out of every single transaction we do! Is of course understandable since is their platform and they are the middle person. BUT , if we can’t even have access to customer service. Are you still the middle person ebay ?
THIS IS THE BEGINNING OF THE END ! Whoever is making these decision is clearly trying to bring the company down the rabbit hole.
Hi @valueaddedresource
Have you heard anything about this “new changes†from other sellers? Any help or feedback will be greatly appreciated! Thank you so much in advance!
kh-shakhib
·1 year agoHi everyone,
Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.
Thank you for understanding.
secondchancebst
·1 year agoThis is just getting worse and worse. I spent 3 hours trying to get help with multiple issues that didn’t fit within their black-and-white boxes of the only possible issues that apparently exist? And all boxes lead back to the original box. It is the perfect example of giving somebody the runaround. EBay is the mediator for seller and customer issues. Unfortunately this mediator still collects the buck but doesn’t mediate anymore. If I could’ve gotten the 5 minutes of help i needed today, I could have used the other 2 hours and 55 minutes listing and shipping. Hundreds of thousands of dollars in Ebay fees over the years is not enough to get a person with a critical thinking organic brain to help solve a issue that wasnt listed in the box.
mam98031
·1 year ago@secondchancebst
Dang this is an OLD thread.
Ebay is does NOT "mediate". They didn't a couple years ago and they don't now.
Maybe start a new thread with what the issues are you are having and allow some of us to try and help you. It will likely better time spent.
***********************************************
On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
juvikingnorway
·3 years agoWanna talk about great customer service? I am a Norwegian seller who had a buyer open an INR case against me, exploiting the fact that poste italiane is delayed in updating tracking info and now i have to translate a bunch of italian emails and have to deal with ebay reps who refuse to speak english.
mam98031
·3 years ago@juvikingnorway
Most sellers have experienced buyer abuse in the claims system. It isn't unique to your country. We are all in this with you.
All you need to do is go to Social Media and message them there. I provided the links for all of it just back a few posts if you want them.
juvikingnorway
·3 years agoYes, i know the sad reality is that we have to take our issues out in the public on third party platforms for them to be resolved, but that is really just terrible customer service no matter how you cut it. They can't expect everyone to be on facebook or twitter and it is only done to save face.
mam98031
·3 years agoDid you read my posting where I gave the links. There is nothing public about posting your issues to the Facebook team. You send them private messages and they respond to you in the same format. The public never sees what you wrote.
You don't have to be a regular poster in Facebook to use it. You can sign up just for the purposes of using Facebook to contact Ebay. I am not a Social Media type person either. But I have an account opened so I can access Ebay if I want to. I have never built my Facebook page in all the years I've had the account.
And don't condemn the method of Customer Service if you have never even tried it. Keep an open mind.
robbie31415
·3 years agoI don't know how it is for people outside of the US. However, the only issue with customer service is the phone/chat reps not being able to handle more complex situations.
But over the time I've learned when to use twitter/facebook for higher trained reps (takes a bit longer) and when to use chat/call back.
Have you tried using the social media methods of contacting eBay?
juvikingnorway
·3 years agoNo, i don't use social media and i shouldn't have to.
robbie31415
·3 years agoYou don't have to, nor do you have to sell here.
Almost every large sized company has outsourced support for their tier 1 support.
mam98031
·3 years agoI think there is a misunderstanding here. No one said you HAVE to use Social Media. However it is an option.
The other option for foreign members would be the Chat. I gave a link for that in my other post too.
mam98031
·3 years agoI'm unsure as to why it is repeated on this thread that there is only one way to contact Ebay. That simply is incorrect.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/eBay/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter or it may prevent Ebay from being able to call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://https://www.ebay.com/help/call_us?type=ContactUs&topicId=4000
For the Payment Team / Managed Payment Customer Service.
https://www.ebay.com/help/selling/getting-paid/start-getting-paid-ebay?id=4795&st=
robbie31415
·3 years agoI don't think it's that there is one way. The OP is more bothered that the one way he wants is no longer supported.
mam98031
·3 years agoI hadn't thought of it that way. You are probably right. I know I annoyed him by listing the ways you can contact customer service. Your post makes perfect sense.
gloryglorygifts
·3 years agoYes, I spoke to a real, live, human a few days ago. Today tho, only chat and email are options to contact them.
moto_partss
OP3 years agoExactly my point ! Was available until recently. I was able to chat with a representative. Customer Service numbers we normally call will no longer be available for sellers to call ( was confirmed yesterday )
Very time consuming in my opinion.
mam98031
·3 years agoThe option to use the Chat and the option to have Ebay call you does go away from time to time. It depends if staff is available to handle the options. So those options are not always available.
Ebay hasn't wanted us trying to call them for Customer service for a couple years now. It isn't new. Some people still have the old number we use to be able to call. But Ebay doesn't want us doing that anymore.
It is not time consuming to contact Ebay. Several options have been posted on this thread. I am however aware that from time to time the Mobile devices will have issues. And the spam blockers can prevent Ebay from calling back if it is active on the device.
blingfling123
·3 years agoI actually prefer the online version to be honest.
Doing it this way gets you an online transcript that is also emailed to you that can be used later on if necessary. That has come in handy for a few folks.
If you use the FB route, that is also an electronic transcript.
moto_partss
OP3 years agoI am glad you prefer the online version. Should be available as an option not as the only option in my opinion.
squinkercat59
·3 years agoI used the "have us call you" feature on the chat, and got a call-back in less than a minute, just a couple of days ago on a minor issue. Despite being hard to understand due to a heavy accent (and I don't hear that well to begin with), they were actually pretty knowledgeable and had the issue fixed right away. That said, I am glad I don't have to talk to someone that often.
moto_partss
OP3 years agoI am glad you were able to resolve the issue. Is even nicer than you don’t have to call too often. However, if you do need to call often it becomes an issue. I am not always seating at my desktop , always running around and doing a lot on my phone.
frodobagginskennedy
·3 years agoI just did a "contact" request. Got to live agent with 5 clicks. Call back is 2 minutes.
slati_2013
·3 years agoHmmmm. I have never had any problem speaking to an agent for any issue. I can't remember exactly but you you have to go through the chat assistant and then specifically write in the chat you want to speak to an agent. They then call you back on the phone number you have on file.
Yes, you have to click through all kinds of stuff to get to the chat assistant but I think eBay like most companies are hoping the FAQ will answer all you questions.
soh.maryl
·3 years agoThree pages later and we still haven't heard exactly what problems you're having with eBay.
fashunu4eeuh
·3 years agoHi @moto_partss sorry for your trouble.
When the pandemic started, eBay shut down its overseas customer service call center. I guess they liked the cost savings because they never restored the call center to its pre-Covid status after the pandemic. So this is what we get now.
What phone numbers have you been calling? If they are the ones you used before the Covid outbreak, then that may be why no one is answering—seems there are fewer CSRs now, much fewer. And some of those numbers are obsolete now.
In the future, i strongly urge you to use the links that @mam98031 provided in order to reach a qualified customer service rep in a timely manner. Don’t believe you can find those links under the Help & Contact info.
It will save you a ton of time and aggravation. Just send a private message once, and a rep will get back to you within 24 hours or sooner.
Wish you all the best.
PS—what was the reason you were calling? Someone here may be able to help you.
moto_partss
OP3 years agoI am sure they liked the cost savings. I was able to chat with a representative. Customer Service numbers are no longer available(none of them). Now we can only request a call back online or chat with an agent. I understand a lot of people are saying you can contact them on the chat , you can request a call back etc. However, online services should be an option. Not the only option. I do a LOT from my phone. Not always seating on my desktop. Don’t have time for all this unnecessary steps. We should also NOT have too ! Fees are not cheap at all.
reallynicestamps
·3 years agoPersonally I prefer the reps who are reading the complaint, thinking about it, and then giving an answer.
Even if it is not the one we want to hear.
The problem with phone reps is that they have to figure out what the (upset) customer is talking about.
We see this here on the Boards when posters are asked for specific answers (what is the number of the listing? Was it sent USPS or UPS? Have you looked at Google Maps for the address?) which they ignore and the rant gets repeated.
Then they have to know what eBay's policy is on the problem. Usually that means repeating their "bible" which is written in a legalese jargon.
And they do this while talking in real time to an upset person, who only wants someone to agree with them. Or worse wants some one to yell at.
The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.
And they likely have a quota of customers partially satisfy and get on to the next.

https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
You write your problem.
The Chat rep can read it and ask cogent questions (and repeat them when they are not answered).
Then the rep has time to think about their answer.
Better input, better output.
robbie31415
·3 years agoI have no problem getting a phone rep anytime I want (within the hours if operation).
This is more of a you issue, as the only thing that has actually been limited is calling directly.
Using the automated assistant for a callback has given me no issues and the estimated waits have almost always been less than 5 minutes.
mam98031
·3 years agoSometimes I see this complaint from members when it is simply they don't know where to look. At the bottom of every page on Ebay there is a link to Customer Service.
I do STRONGLY suggest that no one GOOGLES or searches the internet for this information. There are so many SCAM numbers and contact addresses out there. ONLY try to contact Ebay through a proper Ebay link.
I would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service.
https://twitter.com/askebay?lang=en
https://www.facebook.com/eBayForBusiness/
If when you use the link below you can only get to the Automated Assistant, type AGENT in the box and hit enter. You will then get more options.
https://www.ebay.com/help/contact_us?id=4002&st=10
For the Payment Team
https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816&&redirectedFrom=4155
moto_partss
OP3 years ago@mam98031 I am not sure why you are assuming we don’t know where to look.
I followed all the steps directed by them expecting to get to a representative. I was finally able to chat with them after trying different things. Turns out you can’t just choose the option to contact them , once you do they send you to another page full of links and information. Then to another and another ! After you then continue to choose the option “ I still need help†several times then it eventually takes you to the option of the chat.
I don’t know about you but I don’t have time for all of this nonsense . The online option is good to have , but it should not be the only option! Believe me , the only thing they want us to have is even less access to any help at all. Is easier for them to not have to deal with any problems and way less costly. The new features will just add to the disconnected between ebay and the sellers. With the amount of money we pay in fees , the very least they should offer is access to a customer service call without 1000 steps! Easy access! I am not sure why people will be okay with whatever they implement? Many sellers on eBay ( people that have been selling for many many years ) are not super technology savvy. But again , if you think is okay ( I am 100 % happy for you ) I don’t and I am not happy being force to do it as my ONLY option!
Anyways, have a great night!
Best Regards,
mam98031
·3 years agoDid you even look at the info I provided you? You won't find all that info under the Customer Service link at the bottom of the Ebay pages. I explained how to get a real person in my post. There are not a 1000 steps to get to CS.
However if the info I share is useless to you, then that is OK too. I'm not sure why you are assuming that everything I shared with you is available under the CS link at the bottom of the page.
valueaddedresource
·3 years ago@moto_partss have you tried going through the automated online bot assistant to get an option for a call back or to call them? It's really dumb and frustrating (and definitely not good customer service) to have to jump through these hoops but sometimes if you click through enough of the options you'll eventually get an option to contact an agent with options for online chat with an actual agent (not an auto-bot) or have them call you or call them.
moto_partss
OP3 years ago@valueaddedresource I was just able to get in contact with a representative on a chat after following several links and choosing I still needed help. Eventually I was able to chat with an agent. Unfortunately I was correct. eBay sellers will no longer be able to call customer service . The only options we will now have is to request a call back or to chat with an agent. Representative was great but this new system isn’t. I am too busy to have to go over a bunch of steps to even have access to talk to someone (not to mention writing takes forever and is harder to explain everything) At the end of the day this is just getting worse by the minute. Sad to say the least. Regardless, thank you so much for the help ! Have a great evening.
mam98031
·3 years agoThat is NOT correct. While you can't call them directly there is still a way to talk with someone in CS when staff is available, as agents to talk to are not available 24/7. Customer service is, but not always one to talk to.
Again that info is in my list that you want to dismiss.
mr_lincoln
·3 years ago@moto_partss Comcast is worse ...
moto_partss
OP3 years agoI guess not lol . We can’t call customer service anymore. Now the only thing we can do I followed several steps online to then be able to eventually access the chat and choose if you want to get a call back or if you want to chat with a representative. Customer service number will no longer be available !
So ebay wins !!!!
cardxcraft
·3 years agoI'm using an Android phone in desktop mode...this is what I see at the bottom of each page: If I try mobile mode, I don't get the "contact us" link. Try desktop mode. I'm assuming you're using a phone. What do you see when you scroll to the very bottom of headers of the help&contact page?
 
moto_partss
OP3 years agoHi @cardxcraft
I already try the link they sent on the text message. Also tried on the computer , phone no tablet. I am not getting the option to chat with a life representative anywhere.Also, why do we have to “chat with a life representative†when we make them thousands yearly? Why am I paying all THIS money of fees ? For what ? This is just insane !
**selling**stuff**
·3 years agogo to the help tab at the top of the page, after that, scroll down to the bottom of the page and hit contact us, then click selling, then click any option, then on the left side of the page, click chat, and once in chat, just type agent.. then it will give you the option to have them call you.. that simple, they call immediately usually. . You just dont know the way.. You have to know the way as yoda says. Because THIS IS THE WAY>
12345jamesstamps
·3 years agoA person calling has to be polite and businesslike when calling CS. If anyone is rude or mean on the phone with a representative(s)...chances on....no one may want to answer the phone of the person calling again. Just my thoughts working in retail.
moto_partss
OP3 years ago@12345jamesstamps I am not sure why you are assuming I was rude to a representative at some point ? I am not. I am always respectful tours everyone! Even thou I may not agree with a lot of the changes ebay has been making in the last couple of years. Representatives are just working people trying to make some money like all of us here. They don’t make the decisions and they are not at fault for the ridiculous and absurd thing ebay implements. Also , this new changes are for everyone! The entire automated system was changed. Try to call them and you will see what I am talking about. Have a great rest of your night.
12345jamesstamps
·3 years ago"I have called them around 12 times today". I'm not implying you did anything wrong. However, calling that many times...as some point CS will not pick up or call you back. I understand the frustration of not getting a real person on the phone...I have those frustrations with our AT&T and Comcast Cable. I have only been able to get a real person when I called that was Netflix or Apple Support(paid insurance).
moto_partss
OP3 years ago@12345jamesstamps I called that many times because every time I choose to speak to a representative the machines ends the call. This isn’t AT&T or Comcast! Even when they put you on hold for a long time ( the call is not ended ) I have been on hold for a very long time waiting for a representative (is up to us to wait but at some point they do come to the line). I have been with ebay for over 10 years, this does not happen ( unless of course they change something ) and they DID! I was able to chat with a representative after following many steps. Customer service number will no longer be available for us to call. Now we will have to login into our account, follow many steps (online only) after all the steps eventually the chat box will open and you can then request to receive a call back once a representative is available or the chat. Super time consuming and unnecessary. This will not be good for the sellers. Will only create more disconnection between them and the sellers (us)
mam98031
·3 years agoTry contacting them from a Desktop, tablet or laptop. Go to the site not using the Mobile app and see if you have a better result.
mtgraves7984
·3 years agoHas anyone been able to speak with any ebay representative lately?
@moto_partss
I've not had to speak with an eBay Representative for years, but I did use 'Contact us' at the bottom of this page a few weeks ago. My problem was resolved and I quickly received a message confirming the resolution.
Would you like to tell us of your issue? There's folks here with loads of knowledge...
kensgiftshop
·3 years agoDang, 18 times in one week?
I've been here since 2011 and I think I've called maybe three times.
Most issues can be taken care of without contacting CS.
I come here and ask questions and get all the help I've needed, so far.
I hate calling CS anywhere, most of the time you get a rep from another country and you can't understand them and they can't understand you and usually end up with nothing getting done.
moto_partss
OP3 years ago@kensgiftshop
Not in a week , 18 times in 1 day ( that was last week)
today I been trying again, have made 17 calls so far and they just don’t answer. Unfortunately, is not a question but a system issue. As sellers we can’t overwrite the system or change many default settings manually ( we just don’t have access to those things)
mam98031
·3 years agoDid you go through a link ON EBAY or did you do it another way?? Some of the steps you said you had to take are curious.
moto_partss
OP3 years agoI followed the link they sent me (wasn’t taking me to any chat) I also tried to follow the steps they had on the website and I wasn’t getting the option for the chat with a representative. I was just able to chat with them after MANY steps. Completely unnecessary!
mam98031
·3 years agoI gave you links that are much easier. Use them if you want, toss them if you don't.
oldwestcoins
·3 years agoThat could be because you have only 1 feedback in the past 12 months. You wouldn't find a need to call eBay for anything. Just say'in.
moto_partss
OP3 years ago@oldwestcoins
Hi ,
We don’t have only 1 feedback in the last 12 months.
Also , I was just able to get in contact with them on the chat. We as sellers will no longer have access to call any customer service number and get an ebay representative. We will now be forced to go into a 1000 step process to access an online chat where we can only request a call back ( never call them just request a call ) or just chat with someone. So , yes ! Customer service is no longer available for us to call. Welcome to the New Era where sellers will have even less access to any help. This just gets better and better by the minute !
mam98031
·3 years agoThat post wasn't directed to you but to another poster on the thread. There is a line just below the posters FB numbers that says "In Response to".
lakefor94
·3 years agoThe support model has been moving towards social media since 2020. If you want to interact with a actual eBay employee here in the USA try this:
https://www.facebook.com/eBayForBusiness/
moto_partss
OP3 years ago@lakefor94
We have been with ebay for over 10 years already. Yes they are moving towards online communication but we still have access to life representatives because we NEED it for many issues. This was recently changed about 2 weeks ago. Every single time they implement something it gets worse and worse!