Can't get a hold of Human customer service, No Human Chat just stupid AI that is broken.

[keithsa41]

I'm going thru the sellerhub to speak or chat with a human agent about a lost item that I sold to a buyer and trying to resolve this issue. Once I choose the case id and try to contact Customer service the Seller hub, I just get this stupid AI service. They simply call my cell phone and leaves me a message. I state the zipcode which AI doesn't recognize and it simply tells me to go to ebay help page for more help. This is brings me back to this idiotic seller page portal and starts the same process. 

Question, How do I get to speak or chat with a Human agent on ebay.  This is very frustrating as ebay, clearly short changed sellers seeking to resolve an issue with an actual person. 

[klhmdg]

I have never found talking to a live CS person here to help me.

Maybe ask for help here??

[golfingaddict]

There is no reason to speak to customer service about an easy issue.

If you shipped an item and it did not get to the buyer, refund in full.

You can then deal with the carrier for insurance protection if the carrier offers it.

The problem with Customer Service is that many users think that they will override any "policy or procedure" if they speak to someone rather than just follow the steps online.

You mentioned two things.  Lost and Case.

The item didn't arrive and the buyer opened a case. 

There is only one solution.  Refund the buyer.

Fighting it or calling support only causes more issues.

Don't waste your time or CS time trying to fight this.

[kensgiftshop]

@keithsa41 

Are you saying you can't find the sold item?

If so, cancel the order as out of stock and refund the buyer.

[az93]

Click on things until you see the words Call Me. Save it in favorites so you don't have to search for it again. While it may make you feel better to talk with a human, remember ebay cannot find your package. You can search the tracking number and see the progress for your buyer. If the package is enroute let the buyer know you are handling things and ask him to be patient. If buyer has opened a case you might have to refund.  If you refund it's over and you will not get paid again even if it arrives. Yesterday I remailed a package that was misdelivered to my house by mistake. When people are involved accidents happen. in my case the mailman made a mistake. 

[estate_echoes]

Seems like you have an easy question to answer. Save your time and sanity and ask it here. 

Sending a message on eBay's Facebook page  can get you good answers sometimes 

[chevymontecarlo88]

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@estate_echoes wrote:

Seems like you have an easy question to answer. Save your time and sanity and ask it here. 

Sending a message on eBay's Facebook page  can get you good answers sometimes 

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@keithsa41 Good advice 👆

If you can't get help from some here in the forum (community), using the Facebook eBay group is much better than phone or AI chat. IMHO

If you need a quick link to the Facebook group, click below.

Facebook eBay Customer Service 

[soh.maryl]

Perhaps, if you shipped an item and it did not get to the buyer, check to see if there's tracking showing delivery.  In that case, you do not have to refund.  If the buyer opens an INR case, you simply post the tracking # to the case.  

[estate_echoes]

Thanks for posting the link I should have put it in. The facebook CS helped saved my life. My hair grew back, ulcers went away, blood pressure dropped, purchases of new phones stopped, and I no longer need anger management classes.  

[golfingaddict]

You still do not need to contact eBay about this.

Did you notice the seller's feedback?

[estate_echoes]

Oh dear. Assuming it the one, and the feedback is correct, about that... OP is in Canada and may be experiencing one of the many 'benefits' of tariffs. Package is lost. Buyer says little to no communication and has opened a case. Hesitation in responding/acting hoping it shows or waiting for help may be an issue.

For OP:

-Answer all messages ASAP.

-Apologize for the delay, item and delivery (even though its not your fault)

-Do the refund.

-Tell the buyer you will do lost package search request with carrier, and do it, give the buyer proof.

-Make arrangements for payment if the item shows up. (most buyers will let you know if the item shows up, and will pay)

-Apologize for the communications difficulties.

Go above and beyond and you might be able to get that feedback removed through a revision request. Some of what I said is not what you want to hear and will bother you. I have been in your shoes and hated the same advice other gave me or found things out the hard way, but in the long run it makes thinks easier.