mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@bigdeals.etc wrote:So we've asked time and time again for this option... and still it doesn't exist. Enter the "work-arounds."
A buyer messaged me that I accidentally sent them one wrong shirt amongst their multiple order. I confirmed and said I'll send the correct replacement and they can keep the original. They agreed. One day later (the day I sent the replacement), the buyer files a SNAD exchange request. The problem isn't the SNAD, but the process. Ebay doesn't allow you to accept an exchange and let the buyer keep the item... why is that?
Anyway, so before replying to the request (accept, deny, change to return for refund, issue a refund, etc) I sent a message in there saying the replacement is already sent and provided the tracking number. Obviously it hasn't arrived to the buyer yet, but the clock is still ticking for me to act... or else ebay will just close in favor of the buyer. Today is the deadline and I called ebay, rep said I can just accept the exchange and just tell the buyer to NOT send it back or use the return postage (that I'd pay for). I said that previous times I've had the buyer use that postage despite me telling them to keep the item and not return it. She said we can put a 10 day hold on this request which is great.
So after hanging up, I see that all she did was escalate the request into a case. Ebay ruled on the case already telling the buyer to return the item (with the return postage given). And when it's scanned as delivered to me, eBay will pull the funds from my PayPal and refund the buyer. What the heck?? So if the buyer listens to eBay and follows those steps, they would have ultimately just got their item for free!! I'd much rather send someone two items for the price of one versus sending one item absolutely free. Concierge shmoncierge man... thanks for wasting my time talking to you and throwing me under the bus, also possibly giving me more defects.
Hi @bigdeals.etc, I'll be sure to have your case reviewed for appropriate action - it doesn't sound like things were handled as they should have been. I do want to add that you should be able to accept a replacement/exchange request and indicate specifically that the buyer can keep what they received. This would ensure they are not provided with a return shipping label and you can avoid any issues with return shipping cost when you do not need the item returned.
@Anonymous
How is the CSR escalating the case without the seller asking them or agreeing to have them do that the proper process?? Because of this, the OP now has a defect on their account.
Hi @mam98031, to place a case on hold we have to step in and make a decision. I can clarify that there is no defect for this transaction, and the OP received an email from us that confirms this as well. Any mistakes that were made in handling this case will be addressed with coaching and corrective action, and I can assure everyone I've confirmed the hold that was discussed is currently in place.
That is good to know. But if the CSR isn't making that abundantly clear to the seller calling in, I just don't think ANY CSR should me deciding for the seller to escalate a request to a claim. In this particular case, unless I misunderstood something, the OP did not know the CSR was going to escalate the claim until after the fact.
I firmly believe that NO CSR should EVER escalate a claim for a seller without the expressed approval of that seller. It just seems to happen too often when a seller calls in to get a question answered or a little help.
I think the confusion may stem from the fact that we no longer use the word escalate - eBay is asked to step in on a request. The button on the site does not say escalate as it may have in the past, and many agents you speak with may not have worked in our Money Back Guarantee departments when the word escalate was used. If a seller says, "Can you do something" or "Can you step in on this and help", the options we discuss after this statement would typically be options available after we've stepped in. We cannot do anything before we step in on a request - if a seller has the expectation that an agent will say "Would you like to escalate the claim?", this could be the cause of the confusion, as this is not something we will say. If you do hear this when calling in, this may be because the agent is mirroring the phrasing used by other sellers or yourself, or they may simply have been in that department for quite some time.
I believe we moved away from the term escalate back in 2015, as well as moving away from the word "claim". Now we have requests, we can be asked to step in on those requests and they become cases, and then after a case is closed we would review the details in an appeal.
OMG I don't even know where to begin with that information. I'm very much aware as we all are that Ebay makes unannounced changes to the site all the time. But come on something that is this important!!! I am shaking my head in disbelief. That has such a HUGE impact on how sellers need to speak with the call center. No wonder so many CSRs are what most of us know as "escalate" a claim with the seller in their mind NEVER asked the CSR to do that.
After all this time to find this out that there has been a terminology change. Really, is it Ebay's opinion that ONLY Ebay employees need to know this stuff.
Of course there is confusion. Not by the CSR because they are doing what they are trained. Not by the Seller as they are just explaining the problem they are faced with and are trying to get some answers. But when you put the TWO DIFFERENT LANGUAGES together, of course there is confusion. Confusion that was completely within Ebay's control to avoid.
For most of us I think I can safely say that if I ask "if there is something you can do" does NOT equal please escalate my Return Request.
While you say this change happened in 2015, this is the first I've heard of it and I don't keep my head in the sand. But I sure missed this.
Well that answers so much and just makes me even more scared to call the call center in regards to Return Request or INRs.
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@bigdeals.etc wrote:So we've asked time and time again for this option... and still it doesn't exist. Enter the "work-arounds."
A buyer messaged me that I accidentally sent them one wrong shirt amongst their multiple order. I confirmed and said I'll send the correct replacement and they can keep the original. They agreed. One day later (the day I sent the replacement), the buyer files a SNAD exchange request. The problem isn't the SNAD, but the process. Ebay doesn't allow you to accept an exchange and let the buyer keep the item... why is that?
Anyway, so before replying to the request (accept, deny, change to return for refund, issue a refund, etc) I sent a message in there saying the replacement is already sent and provided the tracking number. Obviously it hasn't arrived to the buyer yet, but the clock is still ticking for me to act... or else ebay will just close in favor of the buyer. Today is the deadline and I called ebay, rep said I can just accept the exchange and just tell the buyer to NOT send it back or use the return postage (that I'd pay for). I said that previous times I've had the buyer use that postage despite me telling them to keep the item and not return it. She said we can put a 10 day hold on this request which is great.
So after hanging up, I see that all she did was escalate the request into a case. Ebay ruled on the case already telling the buyer to return the item (with the return postage given). And when it's scanned as delivered to me, eBay will pull the funds from my PayPal and refund the buyer. What the heck?? So if the buyer listens to eBay and follows those steps, they would have ultimately just got their item for free!! I'd much rather send someone two items for the price of one versus sending one item absolutely free. Concierge shmoncierge man... thanks for wasting my time talking to you and throwing me under the bus, also possibly giving me more defects.
Hi @bigdeals.etc, I'll be sure to have your case reviewed for appropriate action - it doesn't sound like things were handled as they should have been. I do want to add that you should be able to accept a replacement/exchange request and indicate specifically that the buyer can keep what they received. This would ensure they are not provided with a return shipping label and you can avoid any issues with return shipping cost when you do not need the item returned.
@Anonymous
How is the CSR escalating the case without the seller asking them or agreeing to have them do that the proper process?? Because of this, the OP now has a defect on their account.
Hi @mam98031, to place a case on hold we have to step in and make a decision. I can clarify that there is no defect for this transaction, and the OP received an email from us that confirms this as well. Any mistakes that were made in handling this case will be addressed with coaching and corrective action, and I can assure everyone I've confirmed the hold that was discussed is currently in place.
That is good to know. But if the CSR isn't making that abundantly clear to the seller calling in, I just don't think ANY CSR should me deciding for the seller to escalate a request to a claim. In this particular case, unless I misunderstood something, the OP did not know the CSR was going to escalate the claim until after the fact.
I firmly believe that NO CSR should EVER escalate a claim for a seller without the expressed approval of that seller. It just seems to happen too often when a seller calls in to get a question answered or a little help.
I think the confusion may stem from the fact that we no longer use the word escalate - eBay is asked to step in on a request. The button on the site does not say escalate as it may have in the past, and many agents you speak with may not have worked in our Money Back Guarantee departments when the word escalate was used. If a seller says, "Can you do something" or "Can you step in on this and help", the options we discuss after this statement would typically be options available after we've stepped in. We cannot do anything before we step in on a request - if a seller has the expectation that an agent will say "Would you like to escalate the claim?", this could be the cause of the confusion, as this is not something we will say. If you do hear this when calling in, this may be because the agent is mirroring the phrasing used by other sellers or yourself, or they may simply have been in that department for quite some time.
I believe we moved away from the term escalate back in 2015, as well as moving away from the word "claim". Now we have requests, we can be asked to step in on those requests and they become cases, and then after a case is closed we would review the details in an appeal.
OMG I don't even know where to begin with that information. I'm very much aware as we all are that Ebay makes unannounced changes to the site all the time. But come on something that is this important!!! I am shaking my head in disbelief. That has such a HUGE impact on how sellers need to speak with the call center. No wonder so many CSRs are what most of us know as "escalate" a claim with the seller in their mind NEVER asked the CSR to do that.
After all this time to find this out that there has been a terminology change. Really, is it Ebay's opinion that ONLY Ebay employees need to know this stuff.
Of course there is confusion. Not by the CSR because they are doing what they are trained. Not by the Seller as they are just explaining the problem they are faced with and are trying to get some answers. But when you put the TWO DIFFERENT LANGUAGES together, of course there is confusion. Confusion that was completely within Ebay's control to avoid.
For most of us I think I can safely say that if I ask "if there is something you can do" does NOT equal please escalate my Return Request.
While you say this change happened in 2015, this is the first I've heard of it and I don't keep my head in the sand. But I sure missed this.
Well that answers so much and just makes me even more scared to call the call center in regards to Return Request or INRs.
Hi @mam98031, we actually did announce this change even earlier than I thought; this was a part of the 2014 Fall Seller Update. Since then, we've removed any references to the word escalate throughout the site; return requests, item not received requests, appeals, help pages, emails, etc. While I can certainly see how a difference in language may be the cause of the confusion, we've done everything we can to update our Community on the current terminology.
I don't know what to say. My guess is my head was in the sand at the time. I have no excuse. I don't remember it at all.
One would however think that since we use the word escalate on a regular basis on threads to include the Weekly chat that someone should have corrected us long ago.
But with that said I have made the mental note for myself and actively train myself to not use the word escalate anymore and I will encourage others to do the same when the reason presents itself.
Thank you as always for keeping us educated and informed.
