eBay customer service metric STINKS

[allkindsofcards]

Any intelligent seller that has to deal with customer NO SERVICE needs to realize the eBay brand selling things but the company only is interested in MONEY.  They offer sellers philippine support empowering those that they FORCE to answer calls to be polite however ALWAYS "say no" or " that is policy".  The computers and GEEDY management only interested in trying to get more and more MONEY.

eBay has a company offers ZERO level of anything like customer serice

[mtgraves7984]

eBay has a company offers ZERO level of anything like customer serice

@allkindsofcards 

I won't argue many of your points, but will assure you that the C/S you receive when you begin with a message on the eBay facebook page IS qualified Customer Service. Two-way communication; quick, concise emails. Try that...

[fashunu4eeuh]

eBay closed down their traditional customer service call center during the pandemic, and never reopened it to the level it was prior to covid. Even tho there was a huge surge in internet sales taking place, there was no adequate customer service. It is possible eBay found the cost savings to be too good with the call centers being closed, therefore did not  re-instate them.

What you say is true. eBay has money as its primary focus, as most corporations do. As a global for-profit business, eBay has an obligation to its stockholders. It is safe to say most every decision is made with profits in mind. I don’t know if it is accurate to consider that to be greed.

eBay is an entity, therefore it seems awkward to attribute human emotions to its actions, as greed is. And it is not surprising that eBay does not view sellers on a personal level. This is business. And as such, by its very nature, can be quite impersonal.

Doesn't make it right, just my two cents.

[lakefor94]

Tagging on to what @fashunu4eeuh posted.  After the call centers closed, ebay took the same path as Amazon towards sellers. They expect sellers to read the policies and follow them. No hand holding.

90% or better of the problems can be solved by reading the policies and not expecting things that are not in the policies.

90% or better of issues experienced by sellers can be solved by posting here on the boards. Chatting or asking for callbacks from overseas reps is a waste of time. 

Real problems can be addressed thru the social media options. 

It is probably only a matter of time before sellers wear that option out and eBay drops that.

[mam98031]

Where did you see the "customer service metric" on Ebay?  I would be very interested in seeing that as I'm sure many would.  Please share where you saw this?

If there wasn't really a place where you saw these numbers, you can't really go by what you see on the boards because it really isn't a place where people come to post feel good stories.  So we are only seeing one side.

With that said, I do agree that the main place we go to get help on the site leaves a whole lot of room for improvement.  The good news is there are other places you can go and actually get an Ebay employee if you do Social Media.

I would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service.

https://twitter.com/askebay?lang=en

https://www.facebook.com/eBayForBusiness/


If when you use the link below you can only get to the Automated Assistant, type AGENT in the box and hit enter. You will then get more options.

https://www.ebay.com/help/contact_us?id=4002&st=10

For the Payment Team
https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816&&...

[mam98031]

You also have another option.  Tell us what your issue is in detail and we can try to help you here.  There is a wealth of knowledge on these boards from members with lots and lots of experience.

[allkindsofcards]

No one can help as e Bay chooses to use the "metric" to STEAL 5 %  additional. Its bad enough that they charge 12% on the shipping and sales tax but this metric CRAP is pure STEALING. I am a Top seller, 100% positive feedback in 2022 sold over $70,000 with 1097 sales. Had 11 issues totaling $275 . 9 received 100% refund got to keep the sports cards 1 buyer that bought twice received NOTHING and eBay agreed with me.

Yet the 11  issues took my metric to 1% and  the big LIE my peers are at .1%  which is 1 issue out of 1097 IMPOSSIBLE. 3 damaged mail, 5 lied, 1 didn't like the sports card, yet all 9 got to keep what they received and a 100% refund WITHOUT argument IMMEDIATELY. What more could a seller do?? Can't control the mail, can't control buyer remorse. Metric a way for eBay to STEAL additional 5 %. Will not improve mail service. Their solution was sell more will reduce the metric  but while you do we will STEAL that extra 5%.

allkindsofcards  when they answer my calls its " thank you for 25 years of selling on eBay"  Horse CRAP

[mhbettolo]

This is SO true!  I have been trying to resolve an issue for a couple of weeks and it always end with  -I'll send this to (whoever) or talk to my manager and we'll get back with you!! I've called several times and am getting NOWHERE!  So frustrating as a seller.  It's weird that they don't take care of their sellers as without us, they wouldn't be making any money!!

[chapeau-noir]

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@lakefor94 wrote:

Tagging on to what @fashunu4eeuh posted.  After the call centers closed, ebay took the same path as Amazon towards sellers. They expect sellers to read the policies and follow them. No hand holding.

90% or better of the problems can be solved by reading the policies and not expecting things that are not in the policies.

90% or better of issues experienced by sellers can be solved by posting here on the boards. Chatting or asking for callbacks from overseas reps is a waste of time. 

Real problems can be addressed thru the social media options. 

It is probably only a matter of time before sellers wear that option out and eBay drops that.

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I'm thinking that, too. 

[mam98031]

It is NOT "stealing" if they tell you that they will charge it in certain cases.  I get it you don't like it and really that is the point.  Ebay wants the seller affected by this additional fee to want to work out of it as quickly as possible.  

If a seller is watching their Seller Dashboard on a regular basis, there are lots of warnings along the way, BEFORE you fall into the danger zone.

If your account fell to Below Standard, you lose your TRS standing until you work out of this issue.  Feedback isn't part of the eval process Ebay does every month on its sellers.  And it hasn't been for a few years now.

Oh you are talking about the Service Metrics.  In SM all your INADs count against you do matter what the outcome of the claim is.  The mere fact it was filed counts against you.  Properly filed Buyer Remorse claims do not count against you.  The SM doesn't start to count against you until there are a minimum of 10 INADs filed in the period.

I don't like the SM any better than you do.  I've never liked it from the day it was introduced, but I do understand how it works.  And I not this will upset you a little more, but the penalty percentage was increased a while back to 6%.

I hope you work out of this as quickly as possible.  The best way to do that is run sales or do what you can to increase your transaction count as much as you can.  Good Luck.

[blingfling123]

eBay did not "steal" anything. They are charging you the higher fee for being Below Standard based on their well published policies. 

Be thankful you have the option to still sell and get out from under the higher fees and get back to Above Standard. In the past, eBay flat banned your account permanently once you hit Below Standard. 

[allkindsofcards]

A very STUPID program that makes no sense. 2022 I paid eBay $9 000 plus woth almost 1100 sales. The 11 issues totaled $275 with 9 buyers getting refunds and keeping what they received,the same buyer bought twice only leaves negatives  complains and eBay agreed with me received nothing total 11.

They believe that lost or damaged mail, buyers remorse will all be corrected by STEALING 5% in 2023. We'll will not happen with me.

In my company I would have FIRED any and everyone that came up with this system where a program is a program and people with functioning brains didn't interact and CORRECT the COMPUTER. eBay chooses to STEAL 5% which would CORRECT NOTHING. The mail still gets damaged. buyers change their mind. The only thing is total 100 % eBay greed and or STUPIDITY. I stopped selling Jan 6 2023 and next month the March evaluation the service metric goes up as the issues all occured in the summer of 2022. So if you really think this programs improves anything you are the same mind set as eBay  

[kabilab]

Cards,

You mentioned you had stopped selling last month; predicated upon your postings, that was the proper action for you. In 59+ yrs. of self-employment, one of the lessons I have learned for my success, is that when the aggravation begins affecting my life, it is time to exit and seek other avenues of profit. eBay is what e-Bay is1

[lakefor94]

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@allkindsofcards wrote:

A very STUPID program that makes no sense. 2022 I paid eBay $9 000 plus woth almost 1100 sales. The 11 issues totaled $275 with 9 buyers getting refunds and keeping what they received,the same buyer bought twice only leaves negatives  complains and eBay agreed with me received nothing total 11.

They believe that lost or damaged mail, buyers remorse will all be corrected by STEALING 5% in 2023. We'll will not happen with me.

In my company I would have FIRED any and everyone that came up with this system where a program is a program and people with functioning brains didn't interact and CORRECT the COMPUTER. eBay chooses to STEAL 5% which would CORRECT NOTHING. The mail still gets damaged. buyers change their mind. The only thing is total 100 % eBay greed and or STUPIDITY. I stopped selling Jan 6 2023 and next month the March evaluation the service metric goes up as the issues all occured in the summer of 2022. So if you really think this programs improves anything you are the same mind set as eBay  

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Lost and damaged mail will ALWAYS be on the seller as it always has been since eBay switched from the wild wild west about 15 years ago. Same with similar venues.

The 5% additional fees accomplished what it was intended to do. Forced a below average seller off the site for awhile as they contemplate how to get back to above average and stay there thus providing a better customer experience. 

I don't make a habit of telling sellers what to do. I will share what keeps my INAD returns down. I have free returns and most returns have the real reason for the return attached to them. Savvy buyers aren't going to bust my nads with fake reasons for returns because they already know I am paying the return shipping if I want the item back before refunding.

It works for me but not all others and I understand that. I see you have listings up now. Good luck moving forward in 2023.

[mam98031]

@allkindsofcards 

"... buyers change their mind."  

As I previously explained, a properly filed Buyer's Remorse claim does NOT count against any seller in the Service Metrics.  You can say it as many times as you like, it doesn't change the FACT that they are not counted.