Untrained CSRs

[monster-deals]

Just unfortunately had a run-in with an overseas CSR that had no clue about ebay policy.

Here is a portion of a message from a buyer (they are also a seller since 1998 if you can believe it):

"That being said I think some sort of partial refund is in order. At least $10 if not more, at your discretion. Otherwise I’m posting negative feedback. Awaiting your response."

Called it in as soon as it hit my inbox, CSR put a note in my file. Two days later user leaves their negative. Used the have us call you, got a clueless CSR. This should have been a one minute slam dunk. CSR kept telling me there was no feedback extortion and there was no chance to have the feedback removed. Had them read the policy to me, then read the message out loud to me and asked what they were not understanding.

Had to make another call to trust and safety to get rid of it. If 50,000+ feedback seller with an account since 2000 gets that level of garbage service you wonder what the average caller that needs real help is getting. I knew it was coming off but some poor noob with one call just would have had the idea that ebay is 100% out to get them and there is no way that ebay is a safe place to sell.

If ebay wants to stay on top and quit losing market to others, they need to start with customer service for sellers about 5 years ago.

[stainlessenginecovers]

Curious, after the CSR read the policy, what was their response? 

[justafemster]

Now the buyer is going to come on and complain that ebay removes negative feedback for special sellers.  

[dentalsales4u]

Glad you got it removed and it shouldn't have taken 2 calls to do it.

I had that happen a few years ago, a buyer wanted me to pay him $10 or he would leave me negative feedback.

I contacted eBay CSR and they made note and told me if he did, they would remove it.

Well, he did. I called and within a couple minutes, it was gone. Only took one call and that's how it should be.

I have over $6,000,000 in sales, but my buyers very rarely leave feedback (dentists), so 1 negative can really hurt.

[itsjustasprain]

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@justafemster wrote:

Now the buyer is going to come on and complain that ebay removes negative feedback for special sellers.  

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I would assume they're also not going to mention that message they sent to the seller about refunding at least $10 Or Else.

[zero29zero]

You can use ebay's automated FB removal tool and you would never have to speak with anyone

I've had good luck with that

[monster-deals]

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@stainlessenginecovers wrote:

Curious, after the CSR read the policy, what was their response? 

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That negative feedback was about how the buyer felt about the transaction...they were just reading from a flow chart and had no idea what they were trying to deal with.

[femmefan1946]

The phone reps are notorious. They are certainly undertrained, and work for a subcontractor in Utah not for eBay. They can only work from scripts and have almost no authority.

Use the social media links. Those are eBay employees (who interestingly also seem to work from Utah according to tyler@ebay before he left.)


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.
https://twitter.com/askebay?lang=en



[monster-deals]

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@justafemster wrote:

Now the buyer is going to come on and complain that ebay removes negative feedback for special sellers.  

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I told them to come here first. I sent them a message paraphrase blah blah that I want to give the opportunity to change the feedback before ebay took it down. If you don't believe me that feedback extortion is a big no-no just look into it on the forum.

They didn't believe me.

The CSR that was trained couldn't believe a user with over 3000 feedback had the gall to so blatantly feedback extort another user like they did. Like it was lifted straight from the dictionary. The CSR laughed.

[donsdetour · Accepted solution]

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@monster-deals wrote:

Just unfortunately had a run-in with an overseas CSR that had no clue about ebay policy.

Here is a portion of a message from a buyer (they are also a seller since 1998 if you can believe it):

"That being said I think some sort of partial refund is in order. At least $10 if not more, at your discretion. Otherwise I’m posting negative feedback. Awaiting your response."

Called it in as soon as it hit my inbox, CSR put a note in my file. Two days later user leaves their negative. Used the have us call you, got a clueless CSR. This should have been a one minute slam dunk. CSR kept telling me there was no feedback extortion and there was no chance to have the feedback removed. Had them read the policy to me, then read the message out loud to me and asked what they were not understanding.

Had to make another call to trust and safety to get rid of it. If 50,000+ feedback seller with an account since 2000 gets that level of garbage service you wonder what the average caller that needs real help is getting. I knew it was coming off but some poor noob with one call just would have had the idea that ebay is 100% out to get them and there is no way that ebay is a safe place to sell.

If ebay wants to stay on top and quit losing market to others, they need to start with customer service for sellers about 5 years ago.

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Yes the scary part of this is what the average uses gets when the use the system...

Sure it runs off users when they get such bad CS.

[monster-deals]

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@zero29zero wrote:

You can use ebay's automated FB removal tool and you would never have to speak with anyone

I've had good luck with that

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Zero dice. Tried twice with 2 different feedback extortions...like immediately denied.

[monster-deals]

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@femmefan1946 wrote:

The phone reps are notorious. They are certainly undertrained, and work for a subcontractor in Utah not for eBay. They can only work from scripts and have almost no authority.

Use the social media links. Those are eBay employees (who interestingly also seem to work from Utah according to tyler@ebay before he left.)


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.
https://twitter.com/askebay?lang=en



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Boss just said to upgrade to an Anchor store so I never have to fart around with CSR noobs again. We had been threatening to upgrade for a while but this was the last straw.

[simply-the-best-for-you]

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@zero29zero wrote:

You can use ebay's automated FB removal tool and you would never have to speak with anyone

I've had good luck with that

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I have too.  Every single one I've submitted was gone within minutes & no dealing with an overseas call center or ridiculous Facebook. 

[fern*wood]

I would have probably kept the feedback in hopes they wouldn't up their game to a charge off.

[albertabrightalberta]

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@itsjustasprain wrote:

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@justafemster wrote:

Now the buyer is going to come on and complain that ebay removes negative feedback for special sellers.  

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I would assume they're also not going to mention that message they sent to the seller about refunding at least $10 Or Else.

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Not this buyer but right after reading this thread, one of the newest ones came from another buyer complaining about a neg being removed: 

Seller gets my negative feedback removed