eBay poor customer service since COVID-19

[absolutefitnesssolutions]

Hello,

We have received appalling customer service from the start of the pandemic until now. Reaching a real person who can provide any assistance is near impossible. They are relying on some automated system for seller help that is flawed. We sell large items that are for local pick up only due to the inability to know freight cost. During the start of pandemic several new users to eBay purchased items for "Free Shipping - Local pick up only". Apparently this displays on mobile phones as "free shipping". These customers never came to pick up there items and once they reached out angrily to find out their items weren't "free shipping" to their destination they opened up cases.

Since time had passed since these open cases occurred the options were "refund the customer and tell them to keep item" "refund the order once they return the item" etc. None of these fit since they never received the items and they also proposed eBay would keep our final value fees since the allotted time had passed. Again none of these options fit and this is unfair practice for eBay to penalize us the seller for their buyers misuse of the platform. Once this occurred in April / May we attempted to contact eBay for help to resolve these issues. Of course reaching a person was impossible since they wanted to push sellers to some automated seller help platform that can't provide real help. Now here we are 6 months later, no resolution, no interest from eBay to resolve this. Finally, one day we get a real person to help and they say all you have to do is wait 12 months and this issue will take care of itself. One of these items the customer left negative feedback. eBay was quick to remove the feedback so they clearly recognize that its incorrect and the buyers were at fault here but eBay does not care enough to have a real person correct these issues they want to leave an automated, flawed system in place to handle human interaction.

[kensgiftshop]

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@absolutefitnesssolutions 

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If they don't pick up their items, cancel the order as a problem with the buyers address.

If they file an INR, click refund.

[pburn]

I didn't detect a question in your comment anywhere, so, yeah--duly noted.

[corvettestainless]

CV19 is real, and customer support will vary until it's over. But just know, whether you were able to get anyone or not, the answer is all the same.

Buyer is covered by 30 Day MBG; only for a 'Not Received' and you then input the tracking that shows 'delivered', will you, as a seller, be covered. Buyers can get 'reported' and over time, those reports (once enough)  will turn into something against this buyer (no longer able to return things etc.). 

[absolutefitnesssolutions]

The items are local pick up only. They do not ship.

[corvettestainless]

Same difference; customers opened 'did not receive' cases, of which you respond. Since there was no shipping, there was no tracking, you click 'refund and let customer keep item' (obviously they don't have the item to keep, but those are the choices). If you could get CSR on the phone, keep a towel handy because their head will explode right through the phone should you try to explain all that. 

Like Nike says 'Just do it' (just refund and be done)

[jewelbiz]

I sold a table September 1st local pick up only.

They paid by PayPal.  At some time I emailed them Asking as to when they will be picking it up.
They said 3 weeks or so!  I’m in Manhattan they are also in nyc in the Bronx.

I’m pussyfooting around keeping quiet waiting for them to pick up their paid for table not wanting to upset them.  Status quo.  I have someone else’s table here A long time now taking up my space.  What to do?  The nerve!

brian@ebay