mam98031 • Volunteer Community Member • Buyer/Seller since 1999
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
More than following it - I've been "leading the charge" so to speak and annoying the crap out of kyle@ebay by tagging him every week with use cases. Sorry, Kyle, and thanks for being a good sport (even if it is part of your job description). 😁 Could you pass on this original post as another use case? Seller would prefer to block the member from making another purchase, but keep communications open as they deal with the current transaction and delayed package?
Hey @wastingtime101 no need to apologize at all! It doesn't bother me one bit. (it IS part of the job, too, but really, it doesn't bug me at all anyway!)
We've actually gotten more eyes than ever on this subject recently, so I'd encourage you to continue sending these examples my way. I'll continue passing them on!
Kyle,
@mam98031 wrote:
@wastingtime101 wrote:
@robbie31415 wrote:
@wastingtime101 You been following the communication from BBL more than most. Has eBay reverted due to the complaints? Confirmed?
More than following it - I've been "leading the charge" so to speak and annoying the crap out of kyle@ebay by tagging him every week with use cases. Sorry, Kyle, and thanks for being a good sport (even if it is part of your job description). 😁 Could you pass on this original post as another use case? Seller would prefer to block the member from making another purchase, but keep communications open as they deal with the current transaction and delayed package?
There's a lot in this thread @robbie31415 , so here's my couple of pennies:
1. Seller shipped within their handling time. They do not have to wait for delivery to request FB removal. Key point here is the word or in the policy. Met delivery expectations or handling time expectations.
This seller had scans within their handling time which is why the FB removal request was successful before delivery. Good to see that happened for you @packratville as that's how it's supposed to work. 👍
2. @buyselljack2016 and others were correct when they said adding a buyer to the BBL will block all messages through the M2M message system, regardless of a recent transaction, and the "loophole" where communications will get through is within an Item Not Received claim. Those messages are through the claim, not the traditional message system.
3. Sorry @mam98031 but the information you provided about the communication block on the buyer preferences page upthread is not accurate. That setting does not impact the BBL. That setting exclusively controls buyer requirement settings (unpaid items, location you don't ship to, limit # of items purchased within 10 days).
Buyers on the BBL are blocked from sending messages. Full stop. You can confirm that on the BBL page (screenshot below).
If you have information to the contrary, please post a link, because what you're describing is different from what the rest of us have experienced in actual practice (blocking members with recent transactions), and different from what it says on the BBL page.
If you believe I am incorrect, I invite you to ask Kyle to weigh in.
We've gone around on this topic in the past. We disagreed in February, then again in April, and you even acknowledged in April that you were mistaken about eBay reversing course on the BBL block. I'm going to assume unless you have some new info the rest of us are not privy to, that you just forgot how the settings work. We all forget stuff, and hopefully the reminder on this topic is helpful to you. 🙂
https://community.ebay.com/t5/Selling/Delayed-Shipment/m-p/34388106#M2380157
In that discussion you said, "My apologies for having this wrong. I was told that they were going to fix that, but clearly they did not. IMHO it isn't a good thing to block a current buyer from being able to converse with their seller as it can create other issues to include them posting negative or neutral feedback. But you are right, the Buyer Requirements clearly state that if you turn on the block for messages, it applies to all on the BBL, current transaction or not."
I'd prefer to leave my comments in this post without engaging further, which is why I'm suggesting asking Kyle to weigh in to get an "official" confirmation we can point to next time this comes up, and hopefully put the topic to rest (outside of continuing to bug Kyle with use cases to try and get eBay to revert this poorly thought out BBL/message block change).
I appreciate your impute on this thread. But lets be really clear here. They are just trying to create an unnecessary conflict on this thread.
1. I agreed with them, but it wasn't good enough.
2. & 3. That isn't what is says on the Buyer Requirement screen that I've posted a screen shot up thread. The screen says "Update block settings for active listings If you uncheck this box, active listings won’t be impacted. Auctions with bids cannot be changed." Now maybe I've misinterpreted this statement and I'm willing to discuss in a civil manner, but that doesn't seem to be something @robbie31415 and I can do as they are more intent on insulting me that having an actual conversation and exchange of ideas.
I will tag Kyle, but not because I think you are wrong, but because I hope for clarity. I can accept if I'm wrong and I always acknowledge when I've made a mistake. But unfortunately some simply won't acknowledge that and continue to say I won't.
Yes I remember previous conversations on the subject, however we all know how quickly Ebay can change things without any notice. So discussion at the beginning of the year can easily have updated information. And I like you have been pushing for this change. Definitely my bad if I'm incorrect in what I thought the statement on the Buyer Requirement page meant.
Hey @mam98031 I'm happy to clarify! As things currently stand, adding a member to BBL does block all member to member messages, regardless of other settings within your buyer requirements. The only exception is when there is a case open, members can communicate through the case itself while it is opened.
Kyle,
Thank you for the clarification Kyle. I appreciate your time. I thought this process had gotten changed, but clearly I was wrong @wastingtime101 . I am sorry for my mistake. It is never my desire to mislead anyone or give incorrect information.
This post does clarify something else on a completely different topic that has been discussed before by some of us on this thread. "The only exception is when there is a case open, members can communicate through the case itself while it is opened. " I advised others when there is a case to only communicate within the case and some thought that was not an option. This a completely separate subject and isn't meant to take away from my apology in my first paragraph.
@robbie31415 wrote:Bit more clarification. When they say 'Case', I believe it's specific to non escalated INR's?
I know for a fact you can leave messages on open INR's when they aren't escalated.
The buyer can see the messages left in it.
How do you leave messages for an escalated case, or a return? Seems like no option for that to me. 🤔
Please clarify a statement you made in your earlier post "The only exception is when there is a case open, members can communicate through the case itself while it is opened. " Define what you mean by "case".
