eBay

jac_killian · ‎10-31-2024

Hi all, I want to share my recent experience as a long-time eBay seller and to hear if others have faced similar issues. I recently encountered a frustrating situation with eBay's refund process and customer support that’s left me feeling disappointed after 22 years as a seller on the platform.

Here’s a brief overview of what happened:

Order and Shipment: I shipped an item on July 25 via eBay International Delivery to Ireland. When it didn't arrive by the expected date, I reached out to customer service for guidance. I was advised to wait for the item to be returned and was assured I’d be protected in the case of delayed or lost shipments.
Refund and Claim: The buyer ultimately filed a claim in October. Unfortunately, eBay issued the refund from my account. When I followed up with support, I was directed to submit a claim with eBay’s shipping partner, PIP. However, after completing the claim form, I received an instant denial due to their 90-day policy—a condition I wasn’t initially informed of.
Customer Service Interaction: I contacted support again (on eBay Facebook page) and was informed there was nothing more that could be done due to PIP’s policy. Despite my disappointment and requests for escalation, the agent advised me that all social media support channels would provide the same response.

It’s disheartening to feel like I’ve lost control over the refund process, especially when I had followed the guidance provided by customer service initially. Has anyone else had similar experiences with eBay's refund and claim procedures, especially regarding delayed international shipments? I’d appreciate any advice on navigating this process more effectively in the future.

Thanks in advance for any insights or support you can provide.

brightlightbookseller · ‎10-31-2024

I'm curious what the expected date was, and why it was over 90 days before you filed the claim form? Not blaming you, just trying to get more information.

soh.maryl · ‎10-31-2024

A little more information: Was this a shipment to a freight forwarder, in other words, not directly to your buyer in Ireland or using eBay's international service? Because, if it was, all you needed was tracking to show it was delivered to the FF address, which, if it was EIS, would have been in Illinois.

pjcdn2005 · ‎10-31-2024

They used eBay international standard delivery.

dirk12955 · ‎10-31-2024

When I had an order thru eBay International go missing, The buyer

was refunded and it didn't cost me a dime.

The tracking showed the dead-end, I had the buyer file a claim, I loaded the

tracking as required.

Easy-Peasy.

What's "PIP" ?

pjcdn2005 · ‎10-31-2024

I’m surprised they were refunded, was the claim they opened within 30 days after the expected delivery date? Did you do the refund yourself or did you wait until eBay did it?

dirk12955 · ‎10-31-2024

In my case, The package arrived at the Illinois terminal, Then the tracking

stopped updating. So the package vanished from the system

between Illinois and Spain.

USPS tracking till it's received in Illinois, Then the ESUS

tracking begins updating. Or it didn't in my case.

pjcdn2005 · ‎10-31-2024

They used eBay International Standard Delivery (EISD), not EIS. EISD has up to $100 insurance through PIP.

The seller has EIS and USPS on their listings. Either EIS did not have a shipping option to Ireland on that listing or/and the buyer chose USPS instead. When a listing has USPS international, eBay first defaults to EISD and usually that is what the seller uses as it is less expensive than USPS. I don't have the option of using it but based on posts this year about it, I probably would not use EISD, I would use EIS or USPS.

pjcdn2005 · ‎10-31-2024

If you check tracking on parcelsapp.com it might give you more information. If it did go to a second carrier it may show that on the right side of the page.

jac_killian · ‎11-02-2024

Parcel Insurance Plan (PIP)--eBay offers ShipCover insurance through it. I had to fill out an online claim form with screenshots of "eBay Order Details" and "buyer’s complaint message or dispute details regarding the lost or damaged item", along with tracking number.