Resolution centre case nightmare

[itliquidatorsco]

I never post on these boards but hoping I can get the attention of someone at eBay to look at my issue instead of calling into the horrible customer service number and being passed around and put on hold for over an hour at a time.

This is regarding a case in the resolution centre that I can't get anyone to take responsibility to when calling into eBay customer service and I just get transferred around, promised a call back with no callback or disconnected. List of units below: 

- On May 16th, the buyer purchased this item and provided the following address at checkout

- Item was shipped to buyer on May 17th by Canada Post with tracking number (shipping label available to prove shipping address shipped to)

- Item was delivered on May 22 at 9:36am

- Buyer opens case with eBay on May 27 saying "Item sent to the wrong / old address" The buyer only ever provided me the one address. Confirmed in my eBay messages the user never sent me any messages before the item was shipped or after to let me know they provided the wrong address and they went to directly opening a case

- I replied to the case several times with no response to the buyer

- On June 5th, I contacted eBay to ask them to step in on this case and was advised the case would be closed in my favour as the buyer provided the wrong address. During this phone call, I got an email saying the "Buyer received refund" at 8:56 AM EST. I asked the agent when I was on the phone with them and they advised me they can't fix the issue (sounded like they made a mistake but would never confirm it) and I would need to speak to PayPal. I then spoke to Paypal and advised me this is 100% an eBay issue and nothing PayPal can do.

- After several phones with promised callbacks or being disconnected as of June 17th, I have no resolution for this case. As the buyer never provided a different address, it's very well possible the buyer has my product plus enjoying a full refund for the item due to an error with the eBay agent that assisted on the morning on June 5th.

- I would like the phone call and screen recording of this call reviewed to have action taken against the agent with there mistake and also the claim amount of $67.19 credit back to my Paypal account or provided as a credit on my eBay invoice to resolve this issue.

- In the last 90 days I have sold/shipped $35,366.64 of product and I'm sure eBay values this amount of business. I'm hoping we can come to resolution on this issue otherwise I will looking to remove all my listings from eBay and move to a different seller platform.

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Anyone else had eBay make mistakes and fail to resolve them? Cheers! 

[southern*sweet*tea]

Did the tracking number state delivered? If so, you should have won. If the tracking does not show a delivery scan, you will lose every time.

[tunicaslot]

This is a board of Ebay community members only. We will occasionally get a CS rep stop by but never on the weekend.

I'd suggest you go to Ebay on either Facebook or Twitter and post there what you posted here. The socil media team seems to be a lot of help to a lot of people who can't get answers elsewhere. Good luck!

[itliquidatorsco]

Yes, showed as delivered without any issues. Buyer never even provided me with a different address so sounds like it says they moved but never actually did. 

[emerald40]

Did you post your item on ebay canada.

Do their rules differ.

You might want to ask this on the ebay canada message board to get more accurate information as it pertains to your site.

[ed8108]

It is unbelievable this case did not close in your favor.

The appropriate action is to file an appeal to reverse what appears to be  an unjust determination.

[itliquidatorsco]

Oh trust me, been trying to file an appeal and I just told we'll have to get a manager to call you back and that call back never happens. 

Based on the way everything happened, the agent on the phone closed the case in the buyers favourite by mistake and couldn't get me off the phone fast enough. 

[pjcdn2005]

Just to double check....the address in Paypal. —-  the payment address—is  the address the item was sent to?   The address can change between the purchase and payment so if you used the eBay address before the item was paid for then that could be the problem.

[pjcdn2005]

Also...are you sure that the refund did come out of your account?  eBay will sometimes do a courtesy refund in similar situations.

[siayan]

Sounds to me like they escalated it in the wrong direction. Unlike PayPal eBay doesn't hold any money to refund sellers or buyer for ebays mistake so these things are next to impossible to reverse.

Most likely someone will come on here and ask for the item # or a PM then give some obtuse answer then poof.

[duggmills]

There seems to be a popular misconception that someone of authority within eBay actually looks at this community for the purposes of helping to resolve issues and influencing policy.

eBay gets a weekly or more  likely a monthly report from eBay's sub-contractor in India or the Philippines that tells some eBay employee about the number of Customer Service calls handled by that sub-contractor for that period. That report may contain other info like the number of cases found for the seller and how many found for the buyer. Those numbers are probably reference case numbers should someone be interested in the details of a particular issue.

I visualize this emailed report to be two or three pages of numbers with an exucutive summary letter that summarizes all info expressed as number of cases, number of case resolutions and little if anything more.

As long as the summary numbers fall within eBay's tolerance spread assigned to this catagory of analysis, nothing further is needed or desired by eBay.

This eBay Community Forum is comprised of members who offer existing policy references, comfort, personal experiences  and suggestions to other members. The community is overseen by those who try to maintain a degree of decorum and civilty. They however don't make eBay policy.

Generally, issues here within the community number around a dozen or so (my arbitray number) categories of concerns that are repeated with a semi-regular frequency. 

As an example, Customer Service. How many threads and posts have we read that are similar in subject though vary in detail of how a seller or buyer has been defrauded by the other party?  I use that as an example becasue it involves individulals being taken advantage of and lose both money and product through a Customer Service Rep's decisions wihout of any review of facts.

In these types of cases, where have we seen eBay take an active role in making policy changes that would reduce the number of times we see instances of bad decisions by a low-bidding sub-contrator?

[siayan]

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@duggmills wrote:

There seems to be a popular misconception that someone of authority within eBay actually looks at this community for the purposes of helping to resolve issues and influencing policy.

eBay gets a weekly or more  likely a monthly report from eBay's sub-contractor in India or the Philippines that tells some eBay employee about the number of Customer Service calls handled by that sub-contractor for that period. That report may contain other info like the number of cases found for the seller and how many found for the buyer. Those numbers are probably reference case numbers should someone be interested in the details of a particular issue.

I visualize this emailed report to be two or three pages of numbers with an exucutive summary letter that summarizes all info expressed as number of cases, number of case resolutions and little if anything more.

As long as the summary numbers fall within eBay's tolerance spread assigned to this catagory of analysis, nothing further is needed or desired by eBay.

This eBay Community Forum is comprised of members who offer existing policy references, comfort, personal experiences  and suggestions to other members. The community is overseen by those who try to maintain a degree of decorum and civilty. They however don't make eBay policy.

Generally, issues here within the community number around a dozen or so (my arbitray number) categories of concerns that are repeated with a semi-regular frequency. 

As an example, Customer Service. How many threads and posts have we read that are similar in subject though vary in detail of how a seller or buyer has been defrauded by the other party?  I use that as an example becasue it involves individulals being taken advantage of and lose both money and product through a Customer Service Rep's decisions wihout of any review of facts.

In these types of cases, where have we seen eBay take an active role in making policy changes that would reduce the number of times we see instances of bad decisions by a low-bidding sub-contrator?

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@There is an ability to @ a moderator who has the ability to look into certain issues if they feel there need. Quite often they don't feel the need. This board has nothing to do with CS in Philippines.

[futuretomorrow]

"I asked the agent when I was on the phone with them and they advised me they can't fix the issue (sounded like they made a mistake but would never confirm it) and I would need to speak to PayPal. I then spoke to Paypal and advised me this is 100% an eBay issue and nothing PayPal can do."

The person did make a mistake. I've closed maybe half a dozen, maybe more over the last 2yrs and you should have never gotten or seen an email about the buyer being refunded. That's not what's happened in any of the cases I've called about and after a brief 1-2 minute hold they have always came back and said "We checked the tracking number you provided and other details and this was definitely delivered on date X to customer Y. We're closing this in your favor."

At this point I would call back and ask to speak to a manager, supervisor or anyone higher and explain the issue. eBay doesn't strike me as the type of company patrolling the boards to fix real user concerns. 

[eurydicesjewels]

With all of the posts regarding drops in sales, for whatever reason, I don't think the fees we pay matter at all. 

[itliquidatorsco]

Both addresses are the same (eBay checkout and Paypal). The money did come out of my account. Paypal shows Refund to buyer -$67.19