mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Regards,
Hi eBay Community!
Please join The Community Team here for our Community chat hour between 1-2pm Pacific on Wed. Jan 24th. There isn't a set topic this week so feel free to join in and ask your buying & selling questions.
We'll keep the thread open for an hour, and we'll stay around after the hour is up to ensure we answer all questions.
Chat then!
This is not a new problem, but one that has persisted for many years. That doesn't excuse it, it just means that Ebay has not considered it a real issue as it could be resolved if they wanted to.
I'm talking about calling the Call Center for assistance on any given problem. I avoid calling Ebay as much as I possibly can as most times it is beyond frustrating. Often times the CSR [customer service representative] does not have a clear grasp of the rule or rules.
Earlier this week I had some dashboard issues. Under late shipments there was an item that was delivered in 3 working days and all the tracking was there, but it said it was a late delivery. I also had 4 or 5 items sitting in tracking not uploaded on time and verified, yet in viewing the tracking they were just fine.
As usual it took multiple calls to get the problems resolved. My first attempt I requested a call back. Within about a minute I got a robo call. It said there was a problem and that they would call be back in a just a couple of minutes. I didn't need to do anything else, just wait. Well I did that and after some period of time I gave up waiting and I called in.
While the wait time to talk with someone was not concerning whatsoever. I think it was about 3 minutes. I explained I had two issues on dashboard items. She asked me to explain, so I gave her an overview of the two problems. She said OK. So then I proceeded to give her more details about the late delivery item. It took a bit, but I was finally able to get her to understand the issue. She asked to put me on hold and she would be back in a couple minutes. She did that, came back and then told me she needed to transfer me to the proper department. By this time I had already spent well over 20 minutes with her. But of course I said OK.
Some 86 minutes later, still no one coming back on the line except a recorded message every couple of minutes telling me that my call was important and someone would be with me very soon. But I finally had enough and I hung up.
I called back a bit later. The first CSR was quick to understand that I needed to be transferred to someone else and he did so. After a brief hold Tracy came on the line. We went over all the issues and she took care of things for me. This call from start to finish took about 15 minutes. Completely acceptable.
All too often it takes multiple attempts to get to someone that knows how to assist. This is not an unusual problem as I and many others have dealt with this for years.
Last Edited 09:05:18 PM
Last Edited 01-03-2018 01:56:38 PM
@mallontown wrote:What can ebay do for US seller who experienced a drop in sales this year.
I think a big problem is the influx of all the chinese fakes with low prices.
Has ebay ever considered helping USA sellers by making the default search on the Ebay.com (United States site) as being US. There could still be the radio boxes for other countries.
We USA sellers at at a disadvantage because ebay does not police its own site correctly
trinton@ebay@ @trinton
Hi @mallontown, we absolutely do not allow fake items on the site. We have teams reviewing the site 24 hours a day, 356 days a year to identify concerns and keep the site safe. If you have seen something we missed, you can report this directly from the listing and we will be happy to look into this further for appropriate action and improvements to our filters.
Additionally, our goal is to provide as many options as possible for our buyers. As a global marketplace, this will include items sourced from our international sellers. We do provide filters on the left side of the search page to narrow down search results and filter by item location.
I know that staying competitive can be challenging in an ever changing market, particularly around the Holidays. I encourage you to review our Seller Center for tips on improving your listings and growing your business.
Following up previous chat from above
Thanks for the tips but it really does not address the problem.
Also it should be 365.25 days
here is 1 search disney necklace , are there any on the whole page that are not fake/counterfiet knockoffs or whatever other name you want to use ? I can do this with 100"s if not 1000's of searches
If you click on the link you gave about "do not allow fake items" on the site it takes you to an ebay page where a report can be made but if you click on it here is what you get
@mallontown wrote:
With the latest ebay 13.01-15.99 oz Domestic first class shipping problem and International First class shipping problem why did the status board showing as green the whole time? Green check mark means no issues butthere were 2 major issues
If you found my reply useful, please give it a Helpful. If my response assisted in resolving your question, please click "Accept as Solution."
Hi @mallontown, that's a great callout! It does seem like the shipping issues should have been reflected on the system status board. I'll be sure to work with the team to find out why it wasn't updated to reflect those issues.
FEEDBACK restriction subject:
I think there needs to be a FB restriction whereby Buyers can NOT leave Neutral or Negative FB without communicating via eBay Messaging with the Seller. Here's a quote from the eBay Help Pages on the subject: " Many problems are misunderstandings that can be worked out when members talk to one another. The first thing we recommend is for the buyer and seller to communicate."
I recently received a less then Positive FB from a low FB Buyer without any prior communication AND who admitted after we communicated that they do not use eBay much and thought they had to leave FB right away ... a few days later they processed a return request. Once the claim was processed I communicated with them and on one post (below) got their attention and they have since asked if they can change the FB (I have since advised them that we need to porcess the return for their 100% refund before we consider anything else) ... their lack of knowledge on the whole system is the issue plus lack of knowing what eBay wants Sellers and Buyers to do before leaving FB.
Message to Buyer:
"Thanks for getting back to me and I will process the refund within the allotted time. But I will leave you with this. Knowing that you do not purchase a lot on eBay I need to share this with you so you can avoid issues in the future. I do not have many returns with what I sell and on the ones that have occurred the first thing Buyers have done is contact me ... this is what eBay expects and here is a quote from the eBay Helps pages on the subject: "Many problems are misunderstandings that can be worked out when members talk to one another. The first thing we recommend is for the buyer and seller to communicate." By simply levying a less than Positive Feedback with no communication you create an adversarial role with your Seller. Additionally, other Sellers who see the type of Feedback you leave may send the wrong message but a message none the less and in the end hurt you as a Buyer. On every Sale that a Buyer asked to return and communicated with me I made NO hesitation and processed the claim and many left Positive Feedback because (and as the system is intended to work) I resolved their issue with the purchase. You never gave me that opportunity. Keep eBay's Policy in mind the next time something arrives that does not meet your expectations."
