Ebay Won't Resolve Glitch Issue Resulting in Loss of Top Rated & Discount

[intergalactic_space_bunny]

I'm in need of any help or advice on how to handle this situation. After MONTHS I'm tired.

I have been talking with ebay representatives on this matter for months. It either comes down to they state all will be resolved and it is not, to like my most recent where they just hanged up on me.

It all started in Feb where I tried to set my Vacation Settings. I was unable to put my Ebay Store on vacation. I called Ebay and the representative was able to replicate the glitch on his end. He confirmed this is a glitch and I would not have the marks against my account recorded for the time frame I was to be gone. These are the marks for shipping out next day and keep my Top Rated score.

A few weeks later I saw the marks (defects) on not shipping next day on the items sold during this time and contacted ebay about it. I got a few removed, but many remained. My account is not perfect and this amount was enough to throw my account into Above Standard from Top Rate. I was gone for a number of days. I lost my 10% discount given to me by Top Rated because of this glitch.

After many calls and emails none of the remaining defects were removed, and my position of Above Standard remained. My loss of Top Rated discount which is the biggest issue remained. Many of the ebay reps I spoke with understood the situation. Most calls ended with the representative that they would have billing fix the issue of the lost discount I was supposed to receive (Top Rated). But this never came through on my Ebay Invoice as a discount as promised.

On direct emails with Ebay reps I gave up after many back to back messages over the months. The final message was never responded to by a Ebay rep. while many just repeated the same questions answered earlier (this is probably due to a new person responding to each email).

I called again recently and plead my case. The rep did his research over 15 minutes and said I need to talk to Billing (thought I was talking to Billing?). I was transferred twice quickly and then both Ebay reps disconnected the call. I received no call back and no resolve.

Question: What do I do if emails and phone calls to ebay are ignored? Especially on a issue that stems from a confirmed issue that is recorded and verified by a Ebay Rep in Feb? I'm out one month of 10% discount which is not a small amount of money for me.

[blueguy72]

I too an Top Rated Plus. I know they have been having some issues with getting defects removed (I once sent a challenge because there was a massive blizzard that knocked out power for 250,000 people for over 9 days in some cases! But I just pulled up your store and items for sale and you still listed as Top Rated Plus.  

[wastingtime101]

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@intergalactic_space_bunny wrote:

It all started in Feb where I tried to set my Vacation Settings. I was unable to put my Ebay Store on vacation. I called Ebay and the representative was able to replicate the glitch on his end. He confirmed this is a glitch and I would not have the marks against my account recorded for the time frame I was to be gone. These are the marks for shipping out next day and keep my Top Rated score.

I'm out one month of 10% discount which is not a small amount of money for me.

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Since the vacation setting to hide your listings wasn't working, why did you not extend your handling time while you were away? It can be extended up to 30 days. That would have avoided this situation and been way easier than trying to get anything resolved with eBay after the defects were racked up.

Sometimes eBay reps tell you what you want to hear just to get you off the phone so there may or may not be a record of an actual technical bug with the vacation setting. This could be a looong uphill battle for you.

Is the amount of time you're spending on this worth the one month discount you're trying to recoup? If you can confidently say yes, that it's so much money it's well worth four months of effort and hours contacting customer service, then my suggestion is to use one of eBay's social media customer support teams on Twitter or FaceBook. If the one month discount isn't worth that many hours of your  time, then move on with a lesson learned.

[wastingtime101]

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@blueguy72 wrote:

I just pulled up your store and items for sale and you still listed as Top Rated Plus.  

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The OP does enough volume and had enough defects removed by CS that their TRS status was quickly restored. Their complaint is the loss of TRS status for one month, resulting in in the loss of the TRS+ discount for one month.

Browsing their recent solds, I estimate their TRS+ discount for a month is in the $250-$300 range* - then subtract from that the unknown number of days/weeks they planned to put their store on vacation. One week? That brings it down to about $188-$225. Two weeks? That brings it down to about $125-$150. Again, just a very rough estimate.

It's not a small amount, but as I said above, was a 100% avoidable situation. Where is the OP's limit on man hours spent to recover a hundred bucks? Two hundred? If the OP still has a few hours of work on this to make it worth the effort, then their best bet will probably be social media CS. Lay out the issue clearly and reference the date and CS number from their first call about vacation settings plus the exact dollar amount lost. eBay might do a courtesy credit, but they might not since the OP could have extended their handling time or ended their listings to avoid a change in TRS status.

*I looked at item prices only, not shipping. As said, my above estimates are very rough, but my point remains the same.

[duncanvr]

The mistake is calling ebay and getting reps in the overseas customer service department who read from scripts. Try ebay for business on Facebook I hear you get better results there send them a detailed message. Good luck.