What the actual .. Ebay? Massive waste of time on customer service- completely useless- Anyone else?
I'll post the short version here. Buyer( with under 15 feedback) purchases $10.99 of seeds from me. I send with USPS Ground advantage. Item is out for delivery and comes back insufficient address.... I purchased the label via ebay and the address was not damaged or covered or different in any way than provided by the buyer. Item gets returned to me- so I contact ebay and want to find out if I am liable for a refund. So-
Conversation one with ebay is about 30 minutes and ebay rep assures me if the buyer does open a case of INR against me- that I will NOT be responsible for a refund because I did what I was supposed to as a seller- and the buyer provided a bogus address.
Two days later- the buyer opens INR case against me so I once again contact ebay support AGAIN- and was told by an ebay rep that they would contact the buyer and also reassured me that the refund would NOT be taken from me, nor would the case side in the buyers favor, but mine- but that I just had to wait 2 days for the case to close.
Well come to find out today I go look and they "clawed back" $10.99 from me, and sided the case in the buyers favor? What the actual ****? I spent over an hour so far getting told by Ebay reps that this would NOT happen... two seperate reps.
So I get back onto ebay support and now the ebay rep just told me they have to "escalate it to a specialist team" that can take up to 48 hours to respond? because the case is closed they can't act? then what was the point of the first two chats!?!
I can not express how frustrating, backwards-ass, and absolutely ridiculous this has gotten to- and I honestly can see why so many sellers are quitting, leaving the platform, and dropping out because of Ebay policy, and not to mention the massively flawed "Ebay standard envelope" system which is a massive joke and should have been closed years ago and is also ruining sellers.
Wake up ebay! you need sellers too to make $$$
Anyone else had to deal with something like this?
fashunu4eeuh
·2 years agoSadly, this happens with some regularity—calling eBay for guidance only to get damaging advice. You are safer coming to the forums to ask any questions.
History: When Covid hit, eBay closed down its main overseas customer service call center. But when things returned to “normalâ€, eBay apparently did not reinstate its regular customer service outfit, leaving many users high and dry. Terrible decision-making on eBay’s part.
@27teamswords wrote:
â€..Buyer( with under 15 feedback) purchases $10.99 of seeds from me…â€
The buyer’s feedback score does not impart enough pertinent information to be impactful on this circumstance, (except perhaps to signal that this may be an inexperienced user). It is important to note that one cannot tell a legit buyer from a scammer merely by seeing a feedback number.
In retail in general, keeping both the full payment and the item would be bordering on impropropriety. Considering this was a low dollar sale, it would not have been very painful to grant a partial refund to satisfy the ethics of the matter. (It would also have the benefit of broadcasting your customer service skills.)
Refusing to refund clouded the situation. When an item is returned to the seller in its original condition, it would have been appropriate to reimburse yourself for out of pocket expenses, as this was the buyer’s mistake and you should not be penalized because of it.
gurlcat
·2 years agoAgree 99.9% -all but the last sentence. We don't know whose mistake it was, and if I had to bet I'd put money on it being the carrier's. I couldn't tell you how many times I've gotten someone else's mail, and it's usually the right address number OR street name, but the wrong 'other.' So if this carrier was looking at an apartment building with the same street number but wrong street (without them realizing it), they would think there should be an apartment number on the label, therefore "insufficient address".
gurlcat
·2 years agoHere I'm going to save you hours on the phone when you get an INR because the package hasn't shown any scans since arriving in Pittsburg PA or Palmetto GA or whichever is the current constipation hub. -You'll get some days to see if the scans start up again, but if they don't, you will have to refund for that scenario too, and that's with you NOT getting the item back, in fact expect it to get delivered to the buyer unless it's valuable enough for you to pay USPS to send it back to you before it reaches the buyer.
Oh and don't wait for your time to expire to issue that refund, because if eBay has to step in, they'll not only snatch your money but also give you a demerit for not handling it yourself.
Or better yet, don't get INR's. Believe it or not, I have never had a single INR nor issued a penny in delivery-related refunds, not even during Shipnado fall/winter 2020 when every single package was getting delivered from a few days to weeks late. This is done by reaching out to the buyer. The time to reach out is the moment you realize something is going wrong. And the way to reach out is ...... well, not to tell them you won't be liable, that's for sure. (and you wonder why this buyer didn't reply to you?).
The goal is to put their mind at EASE, not the opposite. Let them know you've been watching tracking along with them as opposed to forgetting about them after getting their money, show them you are on their side and you want them to get your cool item just as much as they do.
You need to know the difference between fault and responsibility. Here's what that looks like: "I'm so sorry _______ (whatever happened) . According to the eBay Community this has been happening to numerous sellers recently, but I just wanted to let you know I'm keeping a close eye on it and you won't need to be the one to contact USPS -that is my job, and I absolutely guarantee your satisfaction."
-Say that "happening to numerous other sellers" thing whether it's true or not. It changes your identity from 'possibly to blame' to 'not to blame and also a victim of ongoing circumstances, just like they are.'
-Say that "you won't need to be the one to contact USPS" thing because it's a good distraction from the idea of them contacting EBAY. It may just buy you the couple extra days you need for the problem to resolve itself, but don't make it as an empty promise; if a couple days goes by and there's no change, go ahead and file a missing package case with USPS and share it with the buyer, so they know you're still working to get them their item. Then you will have bought many more days time, because it says right on the case file how long a response can take.
I promise, no buyer is going to pull the rug out from under you if you present yourself this way, like someone frantically trying to please them. They LOVE it. I should have saved some of the email responses I got in Shipnado. One woman said she was crying because I showed more care about her Christmas tree ornament than the paramedics who took her husband to the hospital with Covid. Maybe she was exaggerating, but you just never know what people are going through.
reallynicestamps
·2 years agoI send with USPS Ground advantage. Item is out for delivery and comes back insufficient address....
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#specialcoverage-inr
so I once again contact ebay support AGAIN- a
There's the problem
You talked to some random sub-contractor on the phone?
Did you add the tracking number from the package into the complaint?
If you did not, eBay assumed you could not prove delivery (or in this case, non-delivery because the item was Undeliverable)
If you had eBay would have found in your favour.
But you MUST enter that tracking number.
Don't assume the right hand knows, etc....
Use the actual employees assigned to eBay's social media accounts and ask how to appeal and get the money refunded.

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

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.
Now.
You have the item back.
The buyer has their money back-- including the shipping they paid.
So the buyer is made whole.
Many sellers would refund the purchase price, but not their shipping cost.
You are out some time and the shipping cost.
I could suggest that when you got the item back, it would have been useful to contact the buyer promptly and ask what the next steps should be.
Hindsight being 20/20.
But with the tracking number supplied, eBay would not have required you to refund a single penny.
It would also have been useful for the buyer, who could make any corrections to their address.
(I recently had a customer in Spain, who left their CITY out of their address. By immediate contact we were able to resolve everything. They repaid shipping and corrected their address. Now they have their purchase and left glowing feedback. )
gurlcat
·2 years agoI'd be curious to know why you included the 'under 15' feedback info in this post. Any number greater than zero means they're not scammers who purposely use an insufficient address for some (unfathomable) reason. So since previous sellers had no trouble having their items delivered to them and there was nothing wrong with the label's visibility, then it was some other reason like a substitute carrier high on weed that day or something, who knows.
What I really don't understand is why you don't think you should have to refund, despite the fact that you got your inventory back. Why should the buyer be the one to just lose their money for nothing, when they didn't do anything wrong either? Would you feel that was right if you were the buyer???
ten_o_nine
·2 years agoIt's not just you who has experienced issues with eBay's policies and customer support. Many sellers have shared similar frustrations, and it's important for eBay to acknowledge and address these problems to maintain a healthy and fair marketplace.
Regardless of the appeal's outcome, treat it as a learning experience. If I were in your shoes, I would have reached out to the buyer directly to inform them that the package was returned due to an insufficient address. They may provide a corrected address and even offer to cover the cost of reshipping. It's important to have direct communication with the buyer before involving eBay's customer support.
eBay should be the last resort, not the first.
27teamswords
OP2 years agoThis was the VERY first thing I did. I contacted them and offered to send the seeds instead with a simple envelope, should they provide me with a correct addresss. No reply.
That's when I contacted the Ebay rep the 1st time - because I just knew an INR was on the way, and sure enough.
And then the train wreck
Unavailable member
·2 years agoCalling eBay to have them get involved in your INR, what did you expect the outcome to be? When they are asked to intervene, it doesn't matter if you call them or the buyer, they will 100% of the time side with the buyer. If you just uploaded tracking into the INR and did nothing else the case would have closed in your favor.
The image below is a screen shot from Money Back Guarantee Policy it means the buyer is not covered.
27teamswords
OP2 years agoMaybe for starters Ebays representatives should not straight up lie to it's customers in a customer service chat transcript- and next do away with Ebay standard envelope( an unrelated beef of mine) because EsuS is costing ebay a lot of money, and revenue, over time. Maybe they don't see it that way because they blatantly allow such a broken system to exist for over 3 years or so now!
Thanks for sharing that I am not alone in my frustrations and that you everyone for the level-headed and wise /kind advice. Always the best community!
toysaver
·2 years ago"Item gets returned to me- so I contact ebay and want to find out if I am liable for a refund."
Why on earth did you not contact the buyer first? I would have. Maybe the address needed an apartment number, building name or a floor or something. You can even google the address and if it's incomplete google might show what is missing. I would have refunded and let them buy again. If it was originally free shipping, charge for it the second time to cover your loss.
27teamswords
OP2 years agoMy bad! I forgot to mention. This is exactly the first thing I did. And I contacted them multiple times after that. No reply. But yet they have the time to open an INR and then escalate the case? Some people.... maybe it's karma or just a lot of bad people out there.
Glad I could clarrify that I did contact them
yuzuha
·2 years agoThis is what I'm wondering. When I had that happen once, I refunded and explained what had happened and the buyer was extremely apologetic, corrected their address, and then repurchased. Things went just fine the second time.
albertabrightalberta
·2 years agoTotally unnecessary to call ebay. You should have just waited for the INR to be filed.
When the buyer opened the case, what you should have done is respond to the case with the tracking number (in the appropriate field) and in the notes section, "delivery was unable to be done due to buyer supplying an invalid address."
Had you done that, the case would have closed in a couple of days in your favor.
Calling ebay was the wrong way to go about addressing the issue.
27teamswords
OP2 years agoOk, so I did exactly what you said. Once the INR was opened I contacted ebay and updated the tracking. If you go back and read a little deeper you will see. THAT is why I am so upset. Ok so maybe contacting them the first time was not necessary, but the second time I showed them the tracking, ebay rep agreed and said case would side in my favor but we had to wait 2 days. Do you now see the frustration/confusion when the money was clawed back unexpectedly?
albertabrightalberta
·2 years ago@27teamswords
You didn't say that you responded to the case with tracking. Go back and read your quote (in red) where you said that after they opened a case, you contacted ebay again. Contacting ebay is NOT the way to respond to the case and if you don't respond TO THE CASE and WITHIN the case, the buyer will get a refund.
In the case of a bad or incomplete address or attempted delivery, ebay considers it to be delivered and you aren't obligated to issue a refund, but if you get the item back, my opinion is that the buyer should get a refund of the item price less any fees that aren't reimbursed and no shipping refund since that money was spent to send it.
tobaccocardyahoo
·2 years agoThere was no point to the first two chats.
There is nothing you can rely on associated with contacting Ebay support.
I would have refunded the cost of the item less shipping, as soon it arrived back. I would have included a message to the buyer that the address was undeliverable.
If there are repercussions, it is unlikely they would be any worse than you are seeing, and there is a chance my way would not be reversed.
dhbookds
·2 years agodid you answer the case? or just call ebay and talk about it....... ? I agree they should refund you if you appeal and put the information in that the item was returned as insufficient address.
27teamswords
OP2 years agoYes! I answered the case FOUR times, by providing updated tracking twice, and also Twice to show messages to the buyer about how ebay was supposed to be contacting them about what to do and that I was not liable for a refund. I even messaged them the conversation where ebay rep told me so.
So. explain that!
pjcdn2005
·2 years agoI've read about it happening every once in a while. If you appeal, eBay should give you a courtesy refund.
27teamswords
OP2 years agoThank you, but that's sort of not the point. Now this shows up on my account as ANOTHER Item not received and I've wasted over an hour and all this frustration- when there is clearly a breakdown in the communications systems of Ebay.
The point is that, I should have never had to contact ebay even the first time, but now we are THREE support ticket conversations in, and now another 48 hours just to wait for a "Courtesy" refund? I'm sorry but that is terrible customer service, unacceptable, and frankly this is the second time something similar happened to me recently.