No Seller Protection?

[auntiestreasures777]

I've been with eBay for 18 years and during this time I've had a few down times. Unfortunately, I've found myself to have no support from eBay. I was late with some shipping due to being in the hospital for nearly 2 weeks. I was concerned about the delay and actually called eBay FROM the hospital. I was told that it wouldn't be counted against me then I saw it was and they refused to remove the late ship. Even asked me for hospital records when I tried to correct it. Huge no no. Now, I had some parcels stolen from the outgoing mailbox. Filed a police report and did everything I should. Cancelled the orders and provided the police report info. Then eBay hits me with multiple "defects". It seems pretty unfair. Is there anything sellers can do when treated unfairly? 

[mam98031]

I am sorry to hear you were in the hospital.  I sincerely hope your recovery is going well.

Yes, Ebay is a bit unforgiving when we create Defects on our accounts.  The rules are the rules.  They have too many sellers to make exceptions sometimes.  

But this issue of the stolen items is a bit different since you have a police report.  Seems they would be more willing to help if you give them the police report number or a scanned copy of it.

Let me do a little research and see if I can find a way to offer some help.  I don't know if I can, but I will certainly try.

Try not to stress too much about this as it certainly will not help your recovery.

[bonanza125]

You are basically at the mercy of what the Ebay agent tells you. They do say things just to get you off the phone. It's one of those things that unfortunately very little can be done. Even though what you are telling us is true Ebay agents don't know that they just go by facts.

[chevymontecarlo88]

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@auntiestreasures777 wrote:

I've been with eBay for 18 years and during this time I've had a few down times. Unfortunately, I've found myself to have no support from eBay. I was late with some shipping due to being in the hospital for nearly 2 weeks. I was concerned about the delay and actually called eBay FROM the hospital. I was told that it wouldn't be counted against me then I saw it was and they refused to remove the late ship. Even asked me for hospital records when I tried to correct it. Huge no no. Now, I had some parcels stolen from the outgoing mailbox. Filed a police report and did everything I should. Cancelled the orders and provided the police report info. Then eBay hits me with multiple "defects". It seems pretty unfair. Is there anything sellers can do when treated unfairly? 

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Hang in there @auntiestreasures777 

It would be in your best interest to contact eBay directly using one of their social media contacts. Even if you are not signed up to one of them, it would behoove you to join them (free) just to send a message. If you are not familiar with how to utilize these social media sites, maybe have someone (nephew/Neice) that might be able to help. You should send a private message explaining your situation along with your contact info. Below are the links that can help and hopefully will get you through this.

https://www.facebook.com/ebay

https://x.com/askebay

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

I hope you get through this quickly and have this resolved in your favor. 

[todaytimeless]

When you said “Huge no no,” do you mean that you refused to provide proof of hospitalization to eBay? I’m sure they weren’t asking for private health data; merely some evidence you were really hospitalized.

Unfortunately, folks falsely claiming medical excuses to make defects go away leaves honest sellers having to pony up real evidence.

If you didn’t send them something from the hospital, private issues redacted, then that’s your best next move. 

[auntiestreasures777]

Thank you, I wasn't aware of that as a means to connect and communicate. 

[auntiestreasures777]

I had told them that I didn't feel I should have to share my medical records. An actual employer isn't allowed to request those types of records.  But I see your point, It never occurred to me that someone would make something like that up. 

[auntiestreasures777]

Yes, you're right. It does seem that some of them will say anything to get you off the phone. Act like they agree and understand then don't help. It's upsetting. 

[auntiestreasures777]

Thank you very much. I appreciate that. 

[chevymontecarlo88]

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@auntiestreasures777 wrote:

Thank you, I wasn't aware of that as a means to connect and communicate. 

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Many are not aware of it and resort to speaking with a CSR over the phone. Many times, that has proven to be not as accurate nor effective in resolving issues. You did post on these boards which is smart and now you have some other tools that hopefully will get your situation resolved. 

I hope you feel 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

[mam98031]

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@auntiestreasures777 wrote:

I had told them that I didn't feel I should have to share my medical records. An actual employer isn't allowed to request those types of records.  But I see your point, It never occurred to me that someone would make something like that up. 

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@todaytimeless is correct.  They aren't trying to violate HIPA rules. 

Just as sellers complain that buyers say a lot of things that aren't true, there are those sellers that do the same thing.  Ebay Corp is to darn large to take you at your word, they can't responsibly do that.  Proof of your hospital stay does not have to include anything about the care you received or the medical reasons.

[mam98031]

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@chevymontecarlo88 wrote:

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@auntiestreasures777 wrote:

Thank you, I wasn't aware of that as a means to connect and communicate. 

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Many are not aware of it and resort to speaking with a CSR over the phone. Many times, that has proven to be not as accurate nor effective in resolving issues. You did post on these boards which is smart and now you have some other tools that hopefully will get your situation resolved. 

I hope you feel better! ❤️

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Sometimes yes and sometimes no.  But sad we can't trust to get the correct information.  The CSRs are not always wrong.  There are some that take their job seriously.  There is just enough of them that don't and it causes harm to members, both buyers and sellers, that they give incorrect info to.

[chevymontecarlo88]

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@mam98031 wrote:

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@chevymontecarlo88 wrote:

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@auntiestreasures777 wrote:

Thank you, I wasn't aware of that as a means to connect and communicate. 

---

Many are not aware of it and resort to speaking with a CSR over the phone. Many times, that has proven to be not as accurate nor effective in resolving issues. You did post on these boards which is smart and now you have some other tools that hopefully will get your situation resolved. 

I hope you feel better! ❤️

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Sometimes yes and sometimes no.  But sad we can't trust to get the correct information.  The CSRs are not always wrong.  There are some that take their job seriously.  There is just enough of them that don't and it causes harm to members, both buyers and sellers, that they give incorrect info to.

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It is unfortunate but thankfully there are other options for those who seek help. I have had good experiences with some CSR years ago but these days it is inconsistent. These boards have plentiful information available to users from others (like yourself) that typically can identify and steer them in the right/proper direction quickly and accurately. After users get the information needed from these boards, they should be good to contact the social media accounts for further direction. They need to revamp the CSR dept if they want to have confidence in helping their customers. IMHO I do agree there are some great people that do try but its the few that make it fail. 

[mam98031]

I know it will be a surprise, but I disagree.  Ebay CSRs have been giving incorrect information on a regular bases for many years.  The community has plenty of evidence to support that.  The CSRs handling the social media options for customer service overall seem to do a better job most times.

I usually encourage those that require the help of Ebay to reach out to one of the Social Media options, then come back here and share what they told them to do so we can help if it is still needed.  Except when the help they need is with private account information that should not be shared publicly.