Incorrect Names/ Addresses on eBay Orders - Can't Contact eBay Customer Service

[vicky4780]

As a Seller I have had 2  separate customer orders in a week with wrong addresses and names.  I shipped to the name/address on the orders and orders were delivered to someone, but, not the customer, so I have had to re-ship orders (provide new items and pay for shipping) twice.  I have tried every phone number and way to contact eBay customer service with no luck.  I get automated messages and no help.

How can I contact eBay for help?   Are other Sellers experiencing this - eBay orders with wrong customer addresses and/or names?  A lady just called me today saying she received a package from me and she never ordered anything from eBay - so wrong name and address were on that order, too. 

As Sellers we must ship to name/address on eBay order.......but, what can we do if those are incorrect?  I'm now getting nervous with every order I ship and wondering if eBay is making mistakes and I'm suffering the consequences? 

I'm now at a loss at what to do and still trying to contact eBay, but, I haven't been able to.  None of the online phone numbers for eBay have allowed me to talk to anyone! 

Help!!!

[shipscript]

@vicky4780 

I have seen a few complaints like this on the forums over the past month or so. We usually suspect the buyer account has been hacked and the shipping address changed to a scammer address, but in your case, the recipient was not involved, so it does look like a database error.

https://www.ebay.com/help/home

To contact a human at eBay, use the help pages to select a topic somewhat related to your issue. Scroll to the bottom of that topic page and click the contact option. If robo-chat opens, type "agent" into the chat box and you will be given the option to chat with a human or to request a callback.

velvet@ebaycan you take this example to the team involved?

[velvet@ebay]

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@shipscript wrote:

@vicky4780 

I have seen a few complaints like this on the forums over the past month or so. We usually suspect the buyer account has been hacked and the shipping address changed to a scammer address, but in your case, the recipient was not involved, so it does look like a database error.

https://www.ebay.com/help/home

To contact a human at eBay, use the help pages to select a topic somewhat related to your issue. Scroll to the bottom of that topic page and click the contact option. If robo-chat opens, type "agent" into the chat box and you will be given the option to chat with a human or to request a callback.

velvet@ebaycan you take this example to the team involved?

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Hi @shipscript! I did a little searching and see an open ticket where some sellers are randomly getting an old registered address for the buyer for some reason. If @vicky4780 doesn't mind providing a few item numbers where this happened, I can have the transactions added to the report. 

[rfmtm]

I also have noticed the problem being recently reported.   Years ago there was a similar problem where unrelated names, ID's, and addresses were getting swapped on random orders.  At the time is was not clear what the problem was, but for example someone's ID would show up with someone else address.  It was rare, but a nightmare if it hit you.  At least it was fixed fairly quickly, and ebay did reimburse sellers for any loss.

[vicky4780]

To ShipScript, velvet@ebay and rfmtm  - thank you so much for taking the time to help me.  I would never have known to put "Agent" into that automated chat box and request a call back.  I really appreciate the advice and information.

I was able to do that and first call-back - nobody was on the line.....I kept saying hello and no response.  So I tried the advice again  ---  putting "agent" into the chat box and requesting a call back.  The 2nd time was successful.   I'm still not sure whether people are not updating their addresses on their eBay accounts or what is going on, but, at least I was able to speak with someone about it.   So.....the wrong address issue isn't resolved, but, I now know how to get through to an actual "live" person!

Thank you all so much!!!