Ways to connect with an agent for a defect?

[grymauch]

Im trying to get connected with an agent since Im walled by the automated responses.

I tried appealing a case on item not delivered due to shipping delays and eventual package loss. I sent tracking information and the reason. I got this response after.

“After reviewing your appeal, we decided that we won't be able to change the outcome of the case.
We kept the original outcome because you didn't provide valid proof of delivery for the item.”

How come I got this when I sent the required information?

Im trying to remove the defect now, but appeal was used with that.

Ebays Policy states

“We automatically remove defects in certain situations, including where we find the buyer was at fault, if the problem was caused by an eBay site issue, or if there was an issue outside of your control like shipping service delays, or items being delayed because of an extreme weather event.”

Yet I cant do anything so far about this.

 

  

[12345jamesstamps]

"didn't provide valid proof of delivery for the item".

Sometimes a package will not get scanned as 'delivered"...and as just an ordinary seller with no TRS or whatever you might lose.

There is a time limit when to download tracking within that time limit...and sometimes you need to download a photo in "documentation" for it to go through...no matter what the photo is.

You might have not completed the required information..."documentation...a photo of something...anything".

I have been there.

I remember the words "documentation upload"...when I contest a problem and upload a photo of anything.

[golfingaddict]

There is a difference between not showing up and delayed due to a weather event.

That area you are quoting says "Delayed"

The item is lost not delayed.

It may have been bad weather, but once it did not show up, the seller needs to reimburse the buyer with a refund.  

If eBay has to step in, you get a defect.

Did you file a claim with the Post office?

[robbie31415]

Your defect isn't due to delay, it's due to not resolving the claim yourself.

If you had handled the case without forcing eBay to settle it then you wouldn't have gotten a defect.

You need to understand eBay appeals.

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

Tracking details showing the buyer received the item before the case was closed. If the order's total cost (total of item(s), shipping and tax) is $750 or more, signature confirmation is required

If eBay closed the case while tracking showed Delivered then you could appeal it, since it still shows not delivered then it will be denied.

Your appeal seems to be for the actual case, not the defect?

[grymauch]

Yea, I filed a claim with the post office. Even now the package says its on way. 

[golfingaddict]

So, the buyer did not get the item?

Why do you think it is ok for the buyer to pay for the item and not get the item?

Did eBay force a refund? If so, that is a defect.   Getting your money back needs to  happen with the post office that did not deliver the item.  If you have insurance and it does not show delivered you can file for insurance (shipped by ground advantage is $100 insurance) it is well past expected delivery date.

[12345jamesstamps]

.

Some items never get scanned as delivered like this one still opened to this day. LOL.

But my buyer received it and gave me positive feedback...an honest buyer.

[grymauch]

Feel like its a no win scenario when a package is still being investigated by the carrier during a case. Youd have to refund the buyer and hope they give you the item or cost if they receive it after. 

I tried appealing the defect but it tells me 

“This type of defect can't be appealed here.

You'll need to close or appeal this case in Returns & refunds.” which leads me to a dead end.

[grymauch]

Its strange because I uploaded the tracking, photo, reason before they gave me the outcome. Its like they ignored my information.

[golfingaddict]

The difference between you and the jamesstamps guy is that the buyer did tell him that he got the package.

Your buyer apparently says that they did not get the package.   The tracking shows no delivery.  That is all that counts in eBay's court if the buyer files a claim for non receipt.

It's pretty cut and dry.  If you can't prove delivery, the buyer gets a refund.  If you don't refund and/or escalate the claim, eBay will refund and you will get a defect.

Yep, it's not necessarily fair.  If the buyer gets the item now, they have a refund and the item and they don't have to reimburse you.  But that is how eBay works.

[12345jamesstamps]

I asked eBay employee...no scan "delivered"  means not delivered.

And eBay employee stated to me maybe use a different shipping source.

This was a few months ago when we had a monthly Tuesday question and answer hour time which has since been discontinued.

Photos, emails and tracking usually doesn't give an outcome...need the word "delivered" in tracking.

Calling eBay customer service or contacting USPS...will not really help...and because I visit my USPS like 3 times a week there is not much one can do.

Sorry about that.

[stuff4divas]

@grymauch  just answering the title of your post, here it is>

Click on > https://www.ebay.com/help/contact_us?id=4002&st=10 to see the various options to contact eBay

If you decide to receive a call back, make sure your phone will not block the call back

AND-OR

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

[grymauch]

I expected resolution after the carrier cleared up the problem, but theyre on a different timeline than ebay. If i gave a refund then they got the package. I would be out of an imaginative amount. 

[grymauch]

Yea this was what I was worried about. They dont account for tracking if its still in transit. Probably from their systems time limit. They have to make a choice. 

[golfingaddict]

And then what happened? 

And what would the buyer be out if it did not arrive?