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

[getitright1234]

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.  

[dhbookds]

@Anonymous 

Is there a procedure on ebay or is Fedex confused??

[getitright1234]

It would be great and much appreciated if someone from eBay would provide some clarification. 

[Anonymous]

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@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.

[rockusone]

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@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.

---

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. 

[big_tex]

You drank the kool aid, you expect to much. I have been with eBay 22 plus years, Active. You have to except as a seller they have no answers and it is always your fault, even when it is clearly not. All this new sells stuff is going to chase more people away.

Good Luck. Sorry you had to go thru what you did.

[ersatz_sobriquet]

So...when buying our labels what I thought was "through" ebay, we are actually transferring authority TO ebay.

Good to know, and some decisions to make for myself. 

[buyselljack2016]

Not helpful to your present situation, but some have posted in the past advocating that sellers should get their own FedEx account rather than eBay being in control of FedEx actions.  It is said to be very helpful if there is a claim.

[labs118]

For the future 
You can open your own Fedex account & link it for the eBay discount this way you are the shipper on record & can re route & control your own Fedex shipments
You print the label on Fedex 


https://www.fedex.com/fcl/?appName=oadr&locale=us_en&step3URL=https%3A%2F%2Fwww.fedex.com%2Ffcl%2FEx...

And

http://www.fedex.com/us/oadr/en/discounts/bs13184011/agreement.html

[getitright1234]

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@rockusone wrote:

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@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.

---

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.     

[getitright1234]

---

@labs118 wrote:

For the future 
You can open your own Fedex account & link it for the eBay discount this way you are the shipper on record & can re route & control your own Fedex shipments
You print the label on Fedex 


https://www.fedex.com/fcl/?appName=oadr&locale=us_en&step3URL=https%3A%2F%2Fwww.fedex.com%2Ffcl%2FEx...

And

http://www.fedex.com/us/oadr/en/discounts/bs13184011/agreement.html

---

Thank you for the information, I will be checking the above information out.   

[getitright1234]

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@Anonymous wrote:

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@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.   

[vintagecraze50]

I had one package that had a switched label and it’s a nightmare when that happens. Since then, I am completely OCD when putting together packages so that never happens again. 

[vintagecraze50]

That would be great if Ebay could do that but with the volume of sales they would have to hire 30 employees who would be responsible for the seller making an error on their shipping. I’m for being OCD and making sure those labels get slapped onto the right packages, or get the labels directly from Fed Ex website if you fear this might happen again. 

[dtexley3]

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@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.