WARNING: there is ZERO customer service available for issues with the new international shipping

[thelatelydeal]

I’ve had an international return open since October 1. I’ve had many issues that I’ve needed to deal with regarding this. Just so everyone knows I’ve called and chatted with eBay about 20 times for this issue, and NONE of the customer service representatives have a clue about how international returns work. They keep telling me the “international team works offline” and I will receive a follow up. Well, after I chatted 20 times I’ve received NO FOLLOW-UP in 10 days (Which is pretty on brand for eBay). In fact, every representative asked ME if I refunded the buyer or if I’ve accepted the return. So they don’t even understand their own program; eBay is supposed to completely take care of this international return. I even have an email stating this. It’s a nightmare. I don’t recommend using this program because as always, ebay rolls programs out and then they don’t have the support or customer service to deal with the issues. 

[ckimodog]

@thelatelydeal 

Very sorry for your situation.  eBay's customer service is poor at best.  They are outsourced labor in other countries who read scripts & are famous for giving incorrect and false info.  

You may be better served by reaching out on social media via FB:

https://www.facebook.com/ebayForBusiness/

These US CS agents who are employed by eBay and been known to be very helpful.  Many positive posts on this forum concerning a positive outcome.  Reach out to them today and let them know your issue. 

Good luck to you!

[stainlessenginecovers]

The new EIS works fantastic!

You need to STOP worrying about an 'open' return because

a.) Oct 1 is only 9 days ago, EIS will NOT refund the buyer until they get the item back, which could/should EASILY take several weeks

b.) EIS DOES take care of the 'return', once they receive. 

c.) when it's complete, it will be removed

Again- this can EASILY take Weeks.

Aside from that- do as @ckimodog and contact Ebay CS through that system if you still feel you need to worry/talk about it further. 

[meme6253]

I started having problems with International shipping, So I have stopped & no longer ship internationally, I have lost sales due to that,but it is much better than refunds

[marnotom!]

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@meme6253 wrote:

I started having problems with International shipping, So I have stopped & no longer ship internationally, I have lost sales due to that,but it is much better than refunds

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At the risk of derailing this thread, if you were issuing refunds for international sales, you probably weren't using the eBay International Shipping program, which is what the OP is referring to.

[thelatelydeal]

My post has nothing to do with the return being open, but rather a call out that there is ZERO customer service for their new international shipping program. I should be able to call ebay and get a human I can constructively speak with who understands processes and policy. eBay advertised how seamless and safe this program is for sellers. I’m just letting sellers know it’s not safe and it’s not seamless, it’s a mess. I can confidently say based on my recent experience that there is not a department designated to help with international shipping issues. 

[buyselljack2016]

@thelatelydeal 

What response to an eIS return request has been required of you? 

What do you need to speak with eBay about?

Is eBay handling it?

Want to know if I should happen to come face to face with such a situation.

[wastingtime101]

Hey @thelatelydeal . What questions or issues are you having that you want CS to answer?

[1786davycrockett]

@thelatelydeal 

If you shipped your item using the new eBay International Shipping service, your responsibility regarding this sale ended when the eBay International Shipping center received the item for shipment to the buyer -- just like any other third-person shipping service.

Your buyer should be harassing the eBay International Shipping center -- and not YOU.

As others have suggested, use the eBay Facebook site to discuss this with a qualified eBay employee -- and do NOT refund the buyer:  it is possible that your buyer had previously been dealing with the eBay International Shipping center, and had disagreed with their decision regarding a return -- so now the buyer is attempting to do an end-run around EIS, to go after YOU.

Don't fall for it -- talk to an eBay representative at the Facebook site.

Good luck.

[reallynicestamps]

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.

There is also a twitter/X account but it is questionable.

And recently eBay added Instagram for Chats.
 

[dbfolks166mt]

My post has nothing to do with the return being open, but rather a call out that there is ZERO customer service for their new international shipping program. I should be able to call ebay and get a human I can constructively speak with who understands processes and policy. eBay advertised how seamless and safe this program is for sellers. I’m just letting sellers know it’s not safe and it’s not seamless, it’s a mess. I can confidently say based on my recent experience that there is not a department designated to help with international shipping issues. 

     No surprise regarding the abysmal service from CS these days. This forum is full o postings about the incompetence of the CS and their sole goal of getting you off the phone as quickly as possible. As far as the EIS program goes it is about as safe as it can be for the seller. Once it reaches the EIS hub the seller is protected from about any buyer eBay claims or even chargebacks. 

     It may be a mess but that is eBay's problem not the sellers. Based on the policy and the protections I am not sure why you would even know  claim was opened there is nothing for you to do. 

[12345jamesstamps]

There really haven't been any CS with anything for years. This is nothing new. I mean. They are polite and nice to talk to in CS but getting any action they really can't do anything.

I don't know how many eBay workers who actually sell on eBay...and realize the frustrations sellers who sell have.

My point is: EIS works...but when something does go wrong as delays...would a buyer continue to buy from a buyer where there are delays?...I depend on "repeat buyers"...or a seller use it when there are delays?...And a lot of us have seen that word "pending" it is "pending".

[rugerskick]

My advice is not to sell internationally on Ebay.  You will save yourself a mountain of problems.  Especially if its a very small percentage of your sales.

[robbie31415]

You Shouldn't accept a return, you shouldn't do anything.

If you use EIS, you stay hands off.

I have no issue with the program as a seller because any return requests I just ignore because it's not my place to do anything. 

If buyer contacts you, I would just apologize and be honest saying something like, I'm very sorry you are having issues, unfortunately this item was sold via eBays Internstional shipping program and I have no control over this process. You need to contact eBay, for any information.

[stainlessenginecovers]

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@thelatelydeal wrote:

My post has nothing to do with the return being open, but rather a call out that there is ZERO customer service for their new international shipping program. I should be able to call ebay and get a human I can constructively speak with who understands processes and policy. eBay advertised how seamless and safe this program is for sellers. I’m just letting sellers know it’s not safe and it’s not seamless, it’s a mess. I can confidently say based on my recent experience that there is not a department designated to help with international shipping issues. 

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Well; if your only concern is about the lack of CS- same goes with Humana, Capital One, Blue Shield, AAA and on and on and on. 

Welcome to 2023. 

Nothing you will EVER do about it..

So, my advice that I gave was what you REALLY need to focus on.