How do I get upper level employees on the phone?

[secondhandstory]

Can anyone give me advice how to get upper level management or back office team members on the phone? Lower level customer service reps respond in emails either patronizing me, ignoring my requests entirely and avoiding issues I need addressed and when I ask for someone above them, they just entirely stop responding to me.

any help? I'm a longtime seller paying nearly 50K in yearly fees and can't get resolution to a major issue on eBay's end with shipping labels and "fraudulent" postage as described by the USPS

Can anyone please help with some advice?

[dryophelia]

@secondhandstory 

Can you expand on this “a major issue on eBay's end with shipping labels and "fraudulent" postage as described by the USPS”.

[klhmdg]

@secondhandstory   You cannot get upper level management on the phone.

I have not heard you can email either.

CS is not very reliable help and many times tells you what you want to hear. 

What is the issue and there may be someone here knowledgeable to help you?

If there was a major issue these boards would be blowing up.

I have seen over the years very few posts about fraudulent postage with USPS.

[secondhandstory]

Multiple packages I've sent through USPS will get at or near destination city and will just stop moving. Took hours of hold time to get a USPS employee on the phone and what they told me based off of tracking was packages were flagged for "fraudulent postage"

USPS informed me this has been a major problem with eBay and was potentially related to a hack to Pitney Bose system ? Regardless, after digging I've found multiple threads on the community of sellers experiencing the same issue. It has resulted in an unreasonable amount of refunds having to be given to my customers, and me having no recourse through the post office because all of their evidence points to the responsibility falling on eBay. eBay lower level employees won't even acknowledge my concerns. They just blame me. Patronize me and send me links on how to "properly ship" packages. Entry level garbage information. And when I ask eBay to direct me to someone higher up for help to dig into the issue......silence. Zero response. I've been trying to get someone to help for almost two months. And it's costed me 1000s of dollars and a suffering reputation. It doesn't matter what you tell buyers they always think it's the sellers up to something nefarious. 

[secondhandstory]

I've found three posts just in the last two weeks on this board. And that's in just 15 minutes of looking. This is the first time I've ever gotten on the eBay community because I'm at a loss of where to turn. 
I've had upper level people on the phone in the shipping tech department past. So I know it can be done. But that was for an issue related to oversized charges through UPS and calculating dimensional weight etc and ended up being an error on my part . Apparently getting them on the phone when it's their mistake is a different story

[aeparts1]

No advice on how to best contact eBay, they are a faceless corp without any good way to contact them.

It sounds like you may need to use an outside shipping service such as Pirateship.

Or set up an account outside of eBay with USPS, UPS or Fedex. Yes, it is a hassle doing this, as you have to manually enter tracking #'s in eBay. I did it when I was selling on this account for my employer, our UPS account had a huge discount so the extra time was worth it.

Also, make sure every single bar code, address, name, remnants of old shipping labels, & string of numbers is completely covered on every single box you ship in. If ANY of that is on the box, USPS's sensors can pick it up & kick the box out of the system for investigation. Left over bar code from an old shipping label on the box? USPS will say that is fraud, as the label has already been used.

[annadryl]

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@secondhandstory wrote:

Can anyone give me advice how to get upper level management or back office team members on the phone?

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What's your upper level team doing? Maybe send them in?

[klhmdg]

@secondhandstory  -

All those post you saw were month old.

This is few and far between as an issue and Im not 100% convinced it was an eBay issue and not a USPS or user issue.

Since we hardly ever see the outcome and what really happened its hard to say.

I have never had an issue with USPS postage through eBay.

IF you are having this issue multiple times, one would have to assume it is something that you are doing or not doing.

I hope someone will come along who has insight into what may be the issue and can help you.

[secondhandstory]

I process over 300 orders a month and have for 5 years. Never saw it until the last 6 months .

I'm very acquainted with how to make and labels and package product.

the reason we probably never hear of an outcome is because eBay makes it impossible to reach the people who can or do know or have the ability to dig into the problems. This never having to admit it's on them.