eBay

getitright1234 · ‎08-20-2019

A Complete Breakdown In Communication: Playing Chess with Toddlers while in the middle of Traffic!

So, here is the real dilemma:

I am a Seller who shipped a packaging using FedEx having paid for my label through eBay and for year after year there has rarely been a problem. BUT, now there is one:

1. The package I shipped had the wrong shipping label placed on the package which meant this package was going to the wrong buyer. I caught it in enough time to contact FedEx to ask them to re-route the package to the correct buyer. Something so simple became a nightmare.

2. FedEx explained because the package was paid for through eBay, I would need to contact eBay for them to left the restriction to allow them to re-route the package. Okay, I thought, until my countless efforts to get someone with eBay to comprehend the procedures to contact FedEx. I soon realized, I was never going to get someone/anyone with eBay to follow up with what FedEx declared was the prescribed protocol. All whom I contacted with eBay were completely unaware as to whom to contact with FedEx (if not) their sheer disbelief a procedure even existed.

3. I then re-contacted FedEx. I asked: which department with eBay should I ask for to make the request to left the restriction, to allow them to re-route the package. Initially, they too were clueless as to whom I should contact within eBay. I then spoke to a high ranking FedEx executive and she told me the name of the department, the name, escapes my memory now as I type this, but I do have it written down. So, I call eBay and ask for that department; I was told that department does not existence. I then ask to speak to an eBay supervisor.

4. The eBay supervisor, myself, and a FedEx customer advocate were all on the phone together. The FedEx personnel is told the eBay supervisor of the protocol to get the package re-routed, yet the eBay supervisor declared no such protocol exist. ................................Remember the title of my topic: A Complete Breakdown In Communication: Playing Tennis with Toddlers while in the middle of Traffic! This was literally a stand still. I got off the phone with the eBay representative promising to do nothing and with FedEx promising to attempt to contact the proper eBay department on my behalf; however since then only crickets.

5. I re-contacted FedEx for a following up using the case number they provided me. They assured me they would go ahead and re-route the package to the correct buyer; the buyer should get the package today: Monday. I called today, and discovered they reneged on their promise; they are sending the packaging back to me. I am so, thankful I did not contact the buyer to promise he would get his package today: Monday.

Something needs to be done with this process, it is just unbelievable the extremely poor communication involved in getting problems resolved. Please send this post to eBay, I hope no other Seller has to experience what I did.

getitright1234 · ‎08-20-2019

Try as you might, errors will happen. In my 7 years of selling this has seldom happened to me, I am very mindful of these things, but there needs to be a better resolution.

getitright1234 · ‎08-20-2019

FedEx said the procedure was through an email from eBay, not a phone call.

rockusone · ‎08-20-2019

@getitright1234 wrote:
@rockusone wrote:
@getitright1234 wrote:

1. The package I shipped had the wrong shipping label placed on the package which meant this package was going to the wrong buyer. I caught it in enough time to contact FedEx to ask them to re-route the package to the correct buyer. Something so simple became a nightmare.

To me, this doesn't sound simple at all. What would have been simple to me would have been to have Fed-Ex return the package, and then for you to re-ship... which is the way it turned out anyway.
Re-routing would be the simplest solution with the added consideration of getting the package to the buyer asap and maintaining the sale. Otherwise: the Seller after getting the item back would need to refund the buyer, relist the item, buyer re-purchase, and the Seller re-mail the package.

How well did the PO's effort to re-route work out? What if the intended address was greatly further away from the location it was sent to. Who's fault was it that created this "nightmare"? Who should pay the price?

Don't get me wrong, I'm sympathetic with what the PO went through, we all make mistakes.

getitright1234 · ‎08-20-2019

@rockusone wrote:
@getitright1234 wrote:
@rockusone wrote:
@getitright1234 wrote:

1. The package I shipped had the wrong shipping label placed on the package which meant this package was going to the wrong buyer. I caught it in enough time to contact FedEx to ask them to re-route the package to the correct buyer. Something so simple became a nightmare.

To me, this doesn't sound simple at all. What would have been simple to me would have been to have Fed-Ex return the package, and then for you to re-ship... which is the way it turned out anyway.
Re-routing would be the simplest solution with the added consideration of getting the package to the buyer asap and maintaining the sale. Otherwise: the Seller after getting the item back would need to refund the buyer, relist the item, buyer re-purchase, and the Seller re-mail the package.
How well did the PO's effort to re-route work out? What if the intended address was greatly further away from the location it was sent to. Who's fault was it that created this "nightmare"? Who should pay the price?

Don't get me wrong, I'm sympathetic with what the PO went through, we all make mistakes.

What? Please re-read the entire post. I have no idea what you are inferring.

a_c_green · ‎08-21-2019

@dtexley3 wrote:
@getitright1234 wrote:
Something needs to be done with this process, it is just unbelievable the extremely poor communication involved in getting problems resolved. Please send this post to eBay, I hope no other Seller has to experience what I did.
The other side of the coin. Before eBay instructed FedEx to not accept package reroutes at all there was either an individual or group that was calling FedEx and impersonating an eBay employee by name. He/She/They were rerouting valuable packages. This happened several times, and the threads are around here somewhere. Due to these issues the policies were changed.

Yes, here is one of the more recent threads where this happened, and it includes a response by Trinton to explain that the redirect was not supposed to have been allowed:

https://community.ebay.com/t5/Shipping-Returns/PayPal-Fraud-or-FedEx-delivery-issue/m-p/29786883

My explanation of what the tracking history shows is in Message 4. Trinton's replies begin in Message 19, which also includes a link back to a post from Nate of eBay, the nominal owner of the eBay FedEx account, according to his description. The whole thing is an interesting read, but without a happy ending. The OP in that thread won only a partial refund for his trouble, unless perhaps he was further credited after the last post in that thread.

Anonymous · ‎08-21-2019

@getitright1234 wrote:

@Anonymous wrote:

@getitright1234 wrote:

A Complete Breakdown In Communication: Playing Chess with Toddlers while in the middle of Traffic!

So, here is the real dilemma:

I am a Seller who shipped a packaging using FedEx having paid for my label through eBay and for year after year there has rarely been a problem. BUT, now there is one:

1. The package I shipped had the wrong shipping label placed on the package which meant this package was going to the wrong buyer. I caught it in enough time to contact FedEx to ask them to re-route the package to the correct buyer. Something so simple became a nightmare.

2. FedEx explained because the package was paid for through eBay, I would need to contact eBay for them to left the restriction to allow them to re-route the package. Okay, I thought, until my countless efforts to get someone with eBay to comprehend the procedures to contact FedEx. I soon realized, I was never going to get someone/anyone with eBay to follow up with what FedEx declared was the prescribed protocol. All whom I contacted with eBay were completely unaware as to whom to contact with FedEx (if not) their sheer disbelief a procedure even existed.

3. I then re-contacted FedEx. I asked: which department with eBay should I ask for to make the request to left the restriction, to allow them to re-route the package. Initially, they too were clueless as to whom I should contact within eBay. I then spoke to a high ranking FedEx executive and she told me the name of the department, the name, escapes my memory now as I type this, but I do have it written down. So, I call eBay and ask for that department; I was told that department does not existence. I then ask to speak to an eBay supervisor.

4. The eBay supervisor, myself, and a FedEx customer advocate were all on the phone together. The FedEx personnel is told the eBay supervisor of the protocol to get the package re-routed, yet the eBay supervisor declared no such protocol exist. ................................Remember the title of my topic: A Complete Breakdown In Communication: Playing Tennis with Toddlers while in the middle of Traffic! This was literally a stand still. I got off the phone with the eBay representative promising to do nothing and with FedEx promising to attempt to contact the proper eBay department on my behalf; however since then only crickets.

5. I re-contacted FedEx for a following up using the case number they provided me. They assured me they would go ahead and re-route the package to the correct buyer; the buyer should get the package today: Monday. I called today, and discovered they reneged on their promise; they are sending the packaging back to me. I am so, thankful I did not contact the buyer to promise he would get his package today: Monday.

Something needs to be done with this process, it is just unbelievable the extremely poor communication involved in getting problems resolved. Please send this post to eBay, I hope no other Seller has to experience what I did.

Hi @getitright1234, I apologize if there was some confusing information provided when you spoke with Customer Service. I can confirm that no one at eBay will be able to reroute a FedEx package for you; this is something we have intentionally disallowed with FedEx labels printed on eBay to avoid abuse. Once the package is shipped, it will be sent to the address on the label without exception. If for some reason the package is forwarded or rerouted in any way, this would be outside of our agreement with FedEx. I will ensure that this experience is passed along to the appropriate team so we can touch base with FedEx for appropriate coaching.

What should be in place:

If and when a FedEx package needs to be re-routed/re-directed. The Seller should be allowed to make a phone call to eBay's customer service and explain to them what happen that caused the package to need to be re-routed. The eBay representative should then send an e-mail to the prescribed FedEx team giving the okay to re-route/redirect the package.

Hi @getitright1234, though I understand how this could be beneficial in some situations, since this option could also result in abuse or fraudulent activity, we cannot allow for these packages to be rerouted. You can look into creating your own FedEx account/purchasing labels directly from them to retain more control over the shipment.

Anonymous · ‎08-21-2019

@dtexley3 wrote:

@getitright1234 wrote:

Something needs to be done with this process, it is just unbelievable the extremely poor communication involved in getting problems resolved. Please send this post to eBay, I hope no other Seller has to experience what I did.

The other side of the coin. Before eBay instructed FedEx to not accept package reroutes at all there was either an individual or group that was calling FedEx and impersonating an eBay employee by name. He/She/They were rerouting valuable packages. This happened several times, and the threads are around here somewhere. Due to these issues the policies were changed.

The best thing you can do is follow the previous poster's advice and open a FedEx account and link it to your eBay account. If you use SmartPost you'll have to call the FedEx business support and talk fast to get it enabled for your FedEx account. It can be done but it takes extra effort.

Hi @dtexley3, I want to clarify a misunderstanding before misinformation spreads; there was no evidence to indicate anyone was calling FedEx pretending to be an eBay employee. FedEx incorrectly forwarded a few packages, and the name on file for our FedEx account is recorded as the authorizing party. This does not mean someone called FedEx impersonating this individual, only that a FedEx employee incorrectly forwarded a package and marked it as approved by eBay (and subsequently approved by the name on file for our FedEx account). Because this was brought to our attention here on the boards, we were able to remind FedEx that these packages cannot be rerouted or forwarded under any circumstances.