Seller Appeal is basically non-existent!

[grandcentralcomics]

I sell HUNDREDS of books a year. Unfortunately, on rare occasions things happen in the mail system. Just recently had an order that took 'forever' in the mail (3 weeks overdue) and got held up at the Buyer's local distribution center. I told Buyer his book is being tracked and the delivery is out of my hands. I told Buyer to Go to his local pickup and ask for the package in person. Think they did that?

OF COURSE the Buyer opened an Unresolved Case and got a refund. and OF COURSE the tracking now shows the order as being delivered. I want my money for the sell!

But...

You think there is a Seller Appeal button? NOPE.

It doesn't even exist. In fact, that page has been completely 'coded out' out of the website. Trying to get to the Appeal page takes you to a sign in screen that loops over and over and refuses to sign you in!

So I cannot even start an appeal. I just lost money and gave away free items.

Thankfully they were not expensive items. But that's not the point! If anyone has this experience in 2021 and has some kind of solution PLEASE let me know.

[slippinjimmy]

The solution is to show some empathy and at least appear to be concerned and helpful rather than saying "out of my hands".

Sounds like you simply let eBay make the decision for you, once you do that the chances of a successful appeal are slim to none.

[lamber9347]

As the seller it is your responsibility to get the item to your buyer, that is the policy for this platform. Sellers cannot sit back and say it is "out of their hands". You may have inadvertently aggravated your buyer by responding that. Next time apologizing and sympathizing with the buyer may buy you more time for the item to get delivered. Glad this was not an expensive sale. Best of luck to you....

Here is the policy for item not received: https://www.ebay.com/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116&st=...

[7794heather]

When I get a buyer who's items are held up in the mail system and hopefully they message me first before hitting the ebay button, I sympathize with them, tell them I will look into it.

I then go open a "Where's my package" claim thru the USPS website. I usually hear back within a day or two. I communicate with the buyer and tell them I will keep watch on the tracking and hopefully it will move soon.

It usually appeases the masses. I only had one person use the ebay button for INR but it was only a few days late, and he was a seller also, but was an impatient soul so I messaged the crud out of him hehehe. 

But anywho....

There is a tactful way to get buyers to calm down. You have to gently make them realize its not your fault but without saying "Its out of my hands".

Buyers like to be coddled. They want to feel special. They don't want to hear its not YOUR fault.

I find it funny buyers want sellers to "do something". Um....other than driving it to you myself, what CAN I do when its tracking and in states far far away waiting to move again.

I am not sure if its etiquette to ask the buyer nicely if they would refund the refund back to you-maybe say deduct the shipping for the trouble.

Other than that, not sure what ebay can do. 

You can reach out to ebay through their facebook and see if someone can help. Its always worth a shot and the worst thing they can say is "We can't help".

[chubbycatcollectibles]

You will lose any appeal with Ebay no matter what the issue is you have.  Ebay Customer Service is the worst in the business.  Totally useless

[downunder-61]

If you voluntarily refund the buyer within 3 days of the case being opened, you are eligible for reimbursement from eBay on appeal if the item is delivered to the customer within 30 days of the case being closed. More details on the process here. 

If you let eBay step in and force the refund, all you can do is ask the buyer to re-pay, and hope.....

[downunder-61]

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@chubbycatcollectibles wrote:

You will lose any appeal with Ebay no matter what the issue is you have.  Ebay Customer Service is the worst in the business.  Totally useless

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CS is useless, but the processes when followed correctly can limit a seller's loss, up to that seller to know how to work the process to protect themselves.

[katzrul15]

@grandcentralcomics 

You will need to reach out to e-Bay CS on social media to ask them to appeal on your behalf.

https://m.facebook.com/eBayForBusiness

Send them a private message here (button upper right on page) with the Transaction number, Your Seller ID, brief summary, including Tracking and your email/phone number to contact you.

Good Luck!