Is There a Number or Person I Can Call in The USA to Try and Work Out MAJOR Issues With Account??

[static_sports]

I have been a Top Seller with discount for over a year and in January alone was hit with:

3 Transactions missing on-time tracking or carrier scan

3 Transactions with defects

7 Transactions with late shipment

I have been trying to speak to people and get this addressed, because they all showed up in January, yet basically all of them weren't even dated this year. Over the period of 2 hours I was transferred and spoke with 9 people, the last of whom when I was making solid points...decided to shut down the chat and just leave it as is. 

I'm finding my biggest issue are these Non-USPS, PWE labels. They can't be scanned and the PO will not run them through the machines. I have been to the PO and spoken to the top supervisor there to figure out why I was being told things by ebay that didn't make sense. Like the fact that it is my responsibility that the packages/envelopes get scanned. How is that supposed to work?? USPS also specifically stated that they aren't USPS tracking numbers and they aren't first class postage, because that is not a product of theirs. So, basically all through the chat, I was continually talked down to and treated as if I was an idiot. Although I have been doing this for a very long time, I have a business degree and fully understand ALL the needed business policies. I was also told flat out lies about my account, where I don't have ANY unpaid transactions on purchasing. Ebay had also verified that on multiple occasions over the last month or so; as this has just popped up and caused me to lose a 1/1 card I needed to complete a personal collection. Then last night during my two hour stint on the chat with 9 supposed Customer Support and Help, (of which they were of no support or help) I was told I had an unpaid transaction but they couldn't locate it. If you can't tell me what I didn't pay, then I don't think that it exists.

Either way, sorry for the rant; I'm just so tired of not getting any help from people that are supposed to help me. All they do is talk in circles and stick to script, I'm ready to burn the whole thing down....unfortunately I love what I do too much. 

So, all my issues revolve around PWE shipped products. Can someone tell me how to fix this? I mean, I'm using the exact same products that ebay sells on here that qualifies as PWE, I'm just not going to pay their prices. I feel like I pay them enough. I take all my shipments directly to the PO around the corner from my house and hand deliver them to the available person when my time comes up in line. How am I responsible for when something gets scanned in or tracked, if they say they can't do either. If I go to USPS Ground Advantage, my sales stop because people say that they aren't going to pay that much for shipping on .99 cent or $1.99 card, and I don't really blame them. But there is so much wrong with my account, that I have no control over and no one will listen to reason and understand that my points to these defects are legitimate and worthy of legitimate of review. There has to be a human being involved with ebay, located in the USA that speaks English that I could speak with on the phone. 

Is that something that is even possible? Because this is getting ridiculous.

Any help or advice would be greatly appreciated....Thank You!!

[wastingtime101]

---

@static_sports wrote:

in January alone was hit with:

3 Transactions missing on-time tracking or carrier scan

3 Transactions with defects

7 Transactions with late shipment

So, all my issues revolve around PWE shipped products. I'm using the exact same products that ebay sells on here that qualifies as PWE, I'm just not going to pay their prices. I feel like I pay them enough. I take all my shipments directly to the PO around the corner from my house. How am I responsible for when something gets scanned in or tracked, if they say they can't do either. If I go to USPS Ground Advantage, my sales stop 

---

OK, now that the rant is out of your system, let's take this one thing at a time without walls of text to see what, if anything can be done.

First thing (your biggest problem):

3 Transactions with defects

Why do you have defects? Did you cancel as out of stock? Do you have cases closed without seller resolution where eBay forced the refund?

Second thing:

3 Transactions missing on-time tracking or carrier scan

7 Transactions with late shipment

Are you shipping PWE untracked with a stamp, or are you shipping PWE with eBay Standard Envelope labels?

[caldreamer]

EBAY does NOT have a phone number where you can speak to USA representative (that does not exist).  Only thing you can do is contact EBAY on their social media page (Facebook or X).  But honestly I don't think it will accomplish anything...they are not going to change EBAY policy because you are unhappy.

I agree with you that EBAY has some horrible policies (holding Sellers responsible if USPS does not scan item, not paying Seller when item gets refunded due to shipping delay,  holding Seller responsible when item gets delayed in the mail).   These are all crappy policies but EBAY gets to make the rules on their platform.

[static_sports]

Well, I’m not looking for special treatment, but considering I’ve spent over $20K on this site in the last 2 years and get bounced around to 9 different people and then shut down and ending the conversation with no reply; I can and have highly been considering taking my business elsewhere, I have my retail store, my website etc., but eBay was good for moving 75% base cards, 10% mid with autos and 15% high graded product. But there are several platforms out there that don’t charge listing fees, allow trading, only take a 2-10% of final sale and people don’t grip when it doesn’t show up for the weekend autograph show when you ordered it on Tuesday. Plus the best one of all takes applications and if you can’t pass muster you don’t make the cut. I’ve been there longer than I’ve been a top seller. So the **bleep** about my seller responsibilities after I give it to the post office clerk can actually be fought legally as I am no longer in possession of the article, it is now, no longer my issue to get it to them. My part of the job is done. It would be like giving someone a free 80” TV because after you sold it to them and you helped load it in the card. They went home and hooked it up wrong, blew it up; but since you sold it to them you have to give them their money back. 

[static_sports]

I will admit that as I was designing a new inventory app for my iPhone, that I did have two instances in which those two cards somehow got relisted and I take full responsibility for that as they were at the beginning of a new inventory and I screwed up. 
But I now have an additional two for “case closed without seller resolution”. Which is false. I refunded one gentleman, and if you go to my feedback and scroll down; you will find that the guy I refunded almost immediately, got his money and the card and decided to keep the card as well. He wrote it in the feedback, but they don’t care. 
The second new one just happened, it was a guy that purchased a card for a show where he was going to get it signed. Well he bought it on a Tuesday and expected a PWE to show up in time for what he wanted it for. He filed the item not received and I chatted with him and just asked him to be patient. But he didn’t have it in him, he kept having eBay reach out to me and then they finally gave me a date of having to refund it by the 20th. But before I could even go in and make the refund. eBay did it for me and hit me with another defect. 

I have shipping PWE with eBay’s labels and usps doesn’t like them at all. I’ve had several conversations with the supervisor at my main PO and she tell me every time I go in that she is making progress in climbing the ladder of additional supervisors to see what those labels are all about. If they can’t scan them and they tell me they won’t run it through the machine….which I don’t want them to, because I don’t care if you paid a dollar to ten thousand dollars, no card should go through a mail sorting machine and take a chance on getting destroyed. 

[static_sports]

Actually they do have a 1-800 number and I have used it before. However I was looking for something better. 

[mam98031]

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[static_sports]

eBay has called me when I’ve asked. I have a number that I can call them on. But all they do is circle talk and I want to speak to someone who has a secondary education and some common sense within the organization. If I could get that opportunity and was diplomatically heard out…..if I was told the same crap, I’d drop it. But there’s too much weird stuff that all popped up in one month after being a top seller for over a year. 

[wastingtime101]

Three defects are easily identifiable: 2 out of stock and 1 you refused to refund through the non-receipt claim. Your 4th defect I really don't understand from the limited details you provided. If you voluntarily refunded through a claim then systematically there is no defect. The defect only occurs when eBay steps in and forces the refund.

eBay's not going to remove legit defects. All you can do is up your sales count to dilute their effect, or wait until they age off after a year.

As to your shipping issues, seems you don't really understand eBay Standard Envelope (eSE) service if you're saying you don't want your items to go through a sorting machine. That's the whole point of eSE - you get a letter rate and also get tracking.

Are you packing your items very stiff so they are non-machinable? If yes, then they won't get scans as they won't go through sorting machines.

The bottom line is if you want to qualify for a TRS+ discount you're going to have to use a tracked service that will actually receive scans. Either pack in accordance with eSE requirements so items are flexible enough to go through sorting machines, or pack as thicker packages that travel Ground Adv.

Otherwise just give up on TRS+. The discount is practically nothing anyway, especially on low value trading cards. If you give up on TRS+ what you can do is extend your handling time while continuing to ship next day. That will allow more time for delivery and avoid some of those late shipments. You can maintain TRS status without the "plus" discount.

Nothing about what you're dealing with is 'special circumstances' for eBay CS to make allowances and this is one of the reasons you keep going 'round in circles with CS. You're expecting something that's not going to happen.

Adjust your business model as needed and learn how to manage the challenges you're facing. Lots of us make it work and maintain TRS - you can do the same if you make necessary adjustments and learn about the policies that are resulting in account defects.

------------

General info on eSE:

eBay Standard Envelope (ESE) is a metered letter mail shipment so it does not receive traditional tracking scans. The clerk at the PO counter cannot scan it and you can't track it on the USPS website. The envelopes are scanned by sorting machinery at distribution centers along the way and tracking will appear on eBay.

Common reasons ESE labels don't get scanned include:
- Overpacking. Envelopes are too stiff. It's not recommended to use trading card top loaders or cardboard mailers.
- Using ineligible packing material such as a bubble envelope.
- Placement of label. Label should be placed in the upper right corner with approx 1/8"-1/4" clearance from edges. If it's placed too far from the corner (like in the middle of a long envelope) the machinery may not scan it.
- Placing items like coins in the center of the envelope. The center of the envelope needs to be the most flexible part.
- Printer ink is not dark enough, or label color is too bright (stick to white labels if you can).
- Regional issues with sorting machines, volume processing, picky USPS employees, etc.

With ESE, a 'delivered' scan generally occurs at the last sort facility before it gets to the buyer, so typically the buyer will receive their order a few days after the delivered scan.

[static_sports]

 

Then explain these…..

 

I’ve used eBay’s envelopes and was able to find the exact same product without their name at a rate of 300 pieces for the same price. 

So according to those, I shouldn’t have any tracking or late scanning defects; and the whole you aren’t supposed to use a top loader so it will go through the machine is out the window because I only send one card per envelope. 

So, once again. eBay doesn’t know their own policies

[wastingtime101]

There are essentially 3 shipping performance standards (2 are rolled into 1 rating).

1. Tracking uploaded on time

That means you have to have a tracking number uploaded within your handling time.

2. Tracking validated

That means you have to have a tracking scan at some point before it gets to the buyer. An acceptance scan is not necessary - any scan along the way or at delivery will do.

3. Late shipping

To meet this performance standard one of two things needs to happen. Either a) you get a tracking scan within your handling time or b) in the absence of a tracking scan within your handling time, a delivery scan within the estimated delivery window will work.

So no, you do not need an acceptance scan if all other criteria are met.

As for the limits on quantity of product, those are not realistic in many cases when it comes to getting scans (especially with coins). While they are limits to be adhered to (in other words, no more than 2 trading cards in top loaders), that does not mean using top loaders will guarantee scans to meet TRS performance standards.

If your eSE envelopes have been getting scanned without issue then you're lucky your regional facilities aren't having issues with the top loaders. Other sellers aren't as lucky as their regional facilities have problems scanning when top loaders are used.

It helps if you position and secure the top loader on the left side of the envelope while the tracking barcode is on the right side of the envelope.