mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Join the Community team here at 1 PM PT on January 29th for our Weekly Chat with eBay Staff. We don't have a set topic this week, so please bring any general questions you may have about buying or selling.
The chat will be open for questions from 1-2 pm PT, at which point we'll close thread from additional responses. After this time, we'll continue to work on responding to any queries that might still be unanswered.
If you're new to the chat, welcome! Simply Reply to this post with your question from 1-2 PM Pacific Time and we'll be happy to look into it for you.
*Please note that we're not able to address account-specific queries. Questions regarding your account should be directed to eBay Customer Service.
tyler@ebay wrote:
@mam98031 wrote:I am TRS.
I had a return mid December that I did a partial refund for as when the item came back it was clearly used and slightly damage. So I issued a partial refund to accommodate that fact. During the return flow, after I did the partial refund there was a message on my screen that stated the buyer was reported to Ebay for abuse of the return flow or system. I don't remember the exact words.
As of today, my $6 credit or any portion of the $6 has not been credited to my account. I called Customer Service earlier this week and he said that I would not be receiving that credit but had no real explanation. He said some stuff that contradicted the written / publish policy, but we came to no understanding at all.
He promised to do more research and call me in the next couple of days. I told him I wasn't trying to be rude at all, but in my 20+ years on Ebay, when a CSR from the call center says they will call me back, it has NEVER happened. He was a very nice fellow and I do think he was trying to help me and he assured me he would call.
I've received no call.
Hi @mam98031 - In order to qualify for a shipping label subsidy credit you need to report the buyer through the Report a Buyer flow and make sure you are eligible (TRS + 30 day returns + US seller + listed on ebay.com)
Reports throughout the month are accumulated during your billing period and at the end of the billing cycle we determine your credit amount. Multiple returns credits may be combined into a single credit line on your invoice.
When it comes to the shipping label subsidy specifically, there is not a lot of detail I can provide. Customer service is not able to issue return shipping label credits or provide details of which reports from you resulted in credits, so I'm confused why they'd tell you it 'didn't qualify'. I'm sorry to hear that you haven't gotten a call back as you were promised, I'll get that reported.
So even though during the return process it stated that the buyer was reported to Ebay for abuse of the system, I was suppose to report the buyer as a separate action? OMG the instructions need to be so much clearer than is currently out there. Why wouldn't any reasonable person understand that Ebay auto reporting the buyer was enough. Why on Earth would I think I also needed to do it again????
I am TRS and I do qualify for the TRS seller protections. It has been about 45 days now and certainly a full billing cycle and then some has passed.
You think you are confused, what about me????
If Ebay wants a specific and rigid way that this process must go in order for the shipping credit to be applied. Is it not reasonable to think / expect Ebay to share that with the rest of us?
So my take away from this is that even though in the Return flow it said that the buyer was reported, I need to ignore that an report them again???????????
@golfingaddict wrote:
I have been struggling with estimated delivery times for some time. I have always tried to be a good seller and ship as fast as I can in order to get and maintain happy customers. But it seems like I have painted myself into a corner and now, no matter what I do: i.e. changing handling times, ebay still expects me to ship same day in order to meet eBay's estimated delivery dates.
I need to change my handling time sometimes. 3-4 day golf trips, long weekends or vacations. But now I know that I am going to have many unhappy customers because the estimates do not take into consideration that I might not be able to ship same day or next day.
Could someone explain to me how the attached estimated delivery date makes sense or how I am suppose to work with it? Recently my town had a pretty sever snow event. My area was without power for a day, we had roads closed due to trees being down and no mail delivery for 4 days. I knew it was going to happen so I adjusted all my handling times and the above estimate is what I got?
How is that right?
Thank you for having these chats.
I hope you are having a great week.
Hi @golfingaddict, the shipping estimates are based on data received from the carrier, your shipping history, and the buyers location. If the shipping history on the account shows that a vast majority of items are shipping earlier than the stated handling time then this will likely be taken into account when calculating an estimate. While the ultimate goal is to provide buyers with an estimated delivery date based on this criteria as it is more accurate, we know there are occasional situations that may arise which require a longer than usual handling time. Since these scenarios aren't typically common, it may not effect the estimated delivery date as the shipping history is still factored into the estimate. However, as long as the item is shipped within the sellers stated handling time then their late shipment rate will not be impacted.
@krys888 wrote:
Thanks. Problem is, the fix caused the problem. So, if they’re wanting me to use the tool that is causing the problem to my already edited photos, that might not be a good idea. The problem is that I don’t want the tool messing with my already edited photos, which is what it is doing, which requires me to leave the app and go to the website to upload my photos, one at a time (can’t rearrange photos on the website from ipad; they don’t move); rotate them (half load sideways); save it. Go back to the app, rearrange the photos, then list. Currently, the new photo fix automatically desaturates our photos. Meaning, I don’t WANT the tool for my photos. Would I put all this in that email as background for my questions? Thank you again!
Hi @krys888 - yes, I would definitely share your concerns as background for them to know why you're not very interested in participating.
@mam98031 wrote:
tyler@ebay wrote:
@mam98031 wrote:
I am TRS.
I had a return mid December that I did a partial refund for as when the item came back it was clearly used and slightly damage. So I issued a partial refund to accommodate that fact. During the return flow, after I did the partial refund there was a message on my screen that stated the buyer was reported to Ebay for abuse of the return flow or system. I don't remember the exact words.
As of today, my $6 credit or any portion of the $6 has not been credited to my account. I called Customer Service earlier this week and he said that I would not be receiving that credit but had no real explanation. He said some stuff that contradicted the written / publish policy, but we came to no understanding at all.
He promised to do more research and call me in the next couple of days. I told him I wasn't trying to be rude at all, but in my 20+ years on Ebay, when a CSR from the call center says they will call me back, it has NEVER happened. He was a very nice fellow and I do think he was trying to help me and he assured me he would call.
I've received no call.
Hi @mam98031 - In order to qualify for a shipping label subsidy credit you need to report the buyer through the Report a Buyer flow and make sure you are eligible (TRS + 30 day returns + US seller + listed on ebay.com)
Reports throughout the month are accumulated during your billing period and at the end of the billing cycle we determine your credit amount. Multiple returns credits may be combined into a single credit line on your invoice.
When it comes to the shipping label subsidy specifically, there is not a lot of detail I can provide. Customer service is not able to issue return shipping label credits or provide details of which reports from you resulted in credits, so I'm confused why they'd tell you it 'didn't qualify'. I'm sorry to hear that you haven't gotten a call back as you were promised, I'll get that reported.
So even though during the return process it stated that the buyer was reported to Ebay for abuse of the system, I was suppose to report the buyer as a separate action? OMG the instructions need to be so much clearer than is currently out there. Why wouldn't any reasonable person understand that Ebay auto reporting the buyer was enough. Why on Earth would I think I also needed to do it again????
I am TRS and I do qualify for the TRS seller protections. It has been about 45 days now and certainly a full billing cycle and then some has passed.
You think you are confused, what about me????
If Ebay wants a specific and rigid way that this process must go in order for the shipping credit to be applied. Is it not reasonable to think / expect Ebay to share that with the rest of us?
So my take away from this is that even though in the Return flow it said that the buyer was reported, I need to ignore that an report them again???????????
Hi @mam98031 - no, I don't think you need to report the buyer independent of the transaction - if you reported them through the return itself that should meet the criteria.
As I mentioned, I don't have a lot of insight into this at the moment, but I'll see if I can get any additional detail. Thanks!
@gwzcomps wrote:
brian@ebay wrote:
@gwzcomps wrote:
I am still consistently getting inaccurate information from CS. What does this say about eBay's commitment to its sellers when we can't even get good support? At what dollar amount of sales does eBay start caring about their sellers?
Hi @gwzcomps, I'm sorry to hear that you've had some experiences with customer service that resulted in inaccurate information being shared. We continually train and coach our customer service teams as changes are made on the site and as coaching opportunities arise. If you receive inaccurate information from customer service you can call back and the agent can take appropriate steps to ensure a coaching is sent to the previous agent. You can also contact our customer service teams on Facebook or Twitter and they'll also be happy to answer any questions you have and send over coaching when needed.
With that said, if the inaccurate information you receive is egregious then you can tag a member of the Community team and we'll be happy to send over a coaching as well.
Yeah I have been hanging up and retrying till I get someone who knows what they are doing. It is just very frustrating when they try telling me stuff I am 90% certain is against policy. Most of the time I tell them to show me where the policy says it and they can't. It doesn't help that there isn't one central location for all the site policies. Anything complex it usually takes 3 or 4 different pages to get some sort of an answer.
I definitely understand why that would be frustrating, which is why we work to coach agents when wrong information is provided. We do strive to give 100% accurate information, however it's not always possible as people do make mistakes or misunderstand policy. Constant training and coaching is vital in ensuring our customer support teams are kept updated on site changes, current policy, and current site functionality.
@ittybitnot wrote:
if you've set up an exclusion list that includes their country, so it sounds like you may not have an shipping exclusions set up
brian.t@ebay.com
How does that exclusion list work for buyers that use a US reshipper address?
Hi @ittybitnot, it wouldn't. The exclusion list is for shipping addresses. A member's registration address or physical location are not relevant to the location they are shipping the item to.
