ebay’ so called customer service and resolution team ....

[Anonymous]

Hello Everyone , 

i didnt see any other option to get Ebay’s attention to some serious issues I can not resolve for nearly a year ...... but to start a discussion and to see how many of you might be sharing my not so pleasant repeated  experiences and how did you handled or not the situations.  

Im being challenged by the resolution team every time a buyer file a case for “ item not received “.  These cases for the most part are international sales . I use ebay provided international shipping because its more affordable for the buyers but i don’t have much luck with it at all . Its not even worth it to make any international sale . If  2 out  of 5 orders arrived to the destination I might be even overestimating.  That being said with ebay provided international shipping no item has ever arrived in not estimated but acceptable timeframe , so ...every time the buyer ended up opening a case against the seller . The very  last time , i provided tracking info what was provided by ebay for the open case , i called in twice , right a day prior of my given date for dead line to make sure we are on the same page , i cant afford anymore these mistakes made by ebay because i’m paying a price unfairly every time and frankly I feel ripped off for a reason.  On my last call the representative assured me there will be nothing to worry about , i don’t  need to issue any refund  since she can see the item is shipped but not there yet and Ebay will be refunding the buyer since they are reliable for ebay international shipping issues in this case .I have no idea why she didn’t  closed the case right than when she had all info she needed to do so . And guess what , next day i get a message stating i didn’t resolve the issue, i will be “ below standard “ next month and i was already on restricted sales from the moment the case opened against me .  I had absolutely nothing to do with anything , in this case shouldn’t be no option to open a case against me rather a case against ebay since they have much more info on the shipping they provide and they are the one in fault in first place. Instead, whoever handled my case once again, tottaly disregarding all my inputs , doesn’t ll  bother to check tracking either and just closing the case in a buyers favor like it ok .  Making me look like a liar in front of the buyer like i never sent his purchase besides everything else .When I call in about it , they telling me to appeal a case , wasting my time with a mistake they made . Again. Last year with usps’s incredibly bad service and ebay’s constant mistakes just like this case here, resulted me over 6 months of below standard seller performance ratings with restricted sales , super high fees , restricted sales even more and completely at times again and tons of headache and frustration because with lack of ebay customer service  it was extremly difficult to try to get anything resolved. the restrictions had me struggle financially for the whole year because as soon as i finnaly resolved a case with them , ebay didnt give me no brake , was filed some other similar case once again and repeatedly bought me the same nightmare from mishandling or not handling at all by ebay  . I was unable to find anyone for 6+ moths who would have took the time or would have cared enough to look into my account or would have taken seriously my concerns and complains .  Ebay deflected constantly every problems they caused with their mistakes . For the most part they treated me like im doing a horrible  job as a seller and i had no choice but wait out all that time till those unresolved cases counted against me due to lack of proper actions on behalf of ebay , i had to wait till they started to fall off ..... 12 moths it takes. Finally in February after so many calls I have my account above standard and here they are again , starting the same game I no longer able to deal with .  

I have requested million times manager call back , tried to get my point across too many times without any positive outcome at all.

ebay should be willing and more than capable of resolving right away  situations like this where they are in fault solo and reimburse all fees they charged me as a result of ebay’s own mistake . 

instead they making me wait over and over again 48-72 hrs , making me pay over and over again without any intention taking responsibility of any kind or to think about compensating me at all for all the struggle they pulling me thru repeatedly  .  i have never sued anyone in my life but this time I was ready to . The problem is ,  the user agreement i accept at the time of signing up  , 17 yrs ago it, preventing me from suing them. Thats basically explaining why they don’t  care to correct anything , there is nothing you can do against them anyways . they are winning no matter what .  And i no longer able to settle for that . I been on this platform for over 17 yrs and i did  leave ebay once before for similar reasons but sadly no other site like ebay for successful online sales  and now i refuse to leave just because Ebay cant get it right or don't care to get it right . Starting  an open discussion over it maybe will raise awareness  enough to force them to take it seriously and get down to details because the way they handle things or don't handle at all is very unfair and a rip off to the max . Making me pay high fees as a punishment for something I’m not in fault is equals to stealing your money . 

Im pretty sure i am not the only one struggling from this experiences cc negative experiences , pls share yours , help me to make Ebay aware of the lack of costumer service , lack of common sense and lack of sensitivity to important details and the long term aftermath of those mistakes ebay made without making anything ever right .  

Thank you for your time and inputs , you are appreciated , 

Make it a best day ,

[rebell45]

I believe that the definition of insanity is: doing the same thing over and over again and expecting a different result. 

Maybe you want to rethink selling internationally .

[mspirit57]

Use the Global Shipping Program if you want to sell internationally. 

You are only responsible to get package to Kentucky. 

Forget trying to ship directly. 

[ittybitnot]

@Anonymous 

It is not clear from you wall of text if you are using the eBay Global shipping program or not for your sales.  Please clarify. 

Indeed claims made by buyers who have purchased items via the Global shipping program and file for either "not arrived" or "damaged in shipping" will indeed fall in your lap even though they are international sales with this program.  It is up to the seller to get a customer service rep who speaks English and understands the issue which is most often the most difficult part. 

If you are shipping internationally on you own, any claims are just like a domestic sale.  Whatever reason the buyer picks from the drop down menu will dictate your next option. 

[powell-memorabilia]

@Anonymous 

I use GSP for international - it is so darn easy.  I ship about 14 GSP packages each week - never had an issue with delivery.  Okay, there were two issues - but I was covered, as the items were successfully delivered to the eBay/PB export center in Kentucky.

 For eBay sales, I won’t use anything else for international.  every once in a while, I try direct, and always regret it.

[katzrul15]

For eBay sales, I won’t use anything else for international.  every once in a while, I try direct, and always regret it.

Maybe it depends on "where" you are shipping?  We ship about every week to Canada and have for years and have not had a problem.  We do not ship elsewhere for international orders, but Canada - and I would never use GSP for orders to Canada - 7-10 days from the time we ship (minus the holiday debacle) and our orders arrive.  

[auctionairecorp]

Speedy, forgive them and take solace in the fact that none of these replies would be rude to you if you were a buyer. (Don't take it personally)  

Go with GSP. (You can trust me) and don't forget that ebay charges a percentage on the shipping costs.

[auctionairecorp]

Click on Help & Contact and search "remove defects" then remove them.  You can't remove all of them  without eBay help. Try to talk to someone at eBay. I can't tell you how I do it on here, just keep looking in the help section. Then, ask one of  them to help you remove them the other defects. The eBay support reps are knowledgeable, smart and quick. Briefly tell them your goal, the highlights of the problem and let them ask you IF they have questions.

It's not full proof, I wouldn't be on this forum tonight if I didn't have a deathblow feedback, but I also sell on other places so whatever, but they will help clean up defects especially if you sign up  global selling program

[fashunu4eeuh]

First, not that I am advocating it, but you can sue eBay if you choose. The user agreement gives an alternative to binding arbitration, which is instead the pursuit of legal redress through small claims court. Otherwise, arbitration is what sellers agree to, as you suggested. 

Second, customer service is notorious for telling a seller what they want to hear. This is outrageous, of course, but there is very little that can be done about them giving out patently incorrect information. You are better off coming to the forum for advice where there are knowledgeable posters willing and able to help. 

You are shooting yourself in the foot when expecting eBay to consider your best interests when a case is opened against you. Buyers' interests are first and foremost. Sellers are on their own, and the Money Back Guarantee trumps all of a seller's terms of sale. The process is a well-oiled machine that will find for the buyer 99% of the time. There is no fighting it. It doesn't matter how well thought out, or how well presented the seller's argument is, the buyer is going to prevail. Your only hope at getting some satisfaction is through an appeals process after the case is closed. Below is a link on how to appeal.

Right now you are burying yourself alive by trying to negotiate with eBay. If a buyer opens a case, you must be prepared to refund without delay (and pay return shipping if you want your item returned if it is a Not As Described case). Each time you do not act, you receive a defect which downgrades your standing on eBay. Sellers need to resign themselves to the fact that they cannot win, and write this probable expense into their business plan. There is a probability that a certain amount of shrinkage will occur when selling. All retailers have to take these losses into consideration, not just eBay sellers. 

If you want to survive here, some change of strategy is in order, and I hate to say that it  likely will not include what you are hoping for:

"...help me to make Ebay aware of the lack of costumer service , lack of common sense and lack of sensitivity to important details and the long term aftermath of those mistakes ebay made without making anything ever right..."  But I wish you good luck wherever you land. Below is the appeals process link. 

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

[yesterdayoncemore]

It is outrageous that a global company has such insufficient customer service support.  They are using bots and the outsourced representatives are obviously responding to cases from a menu of form letters.  This issue is a very bad business model that brings down the platform and eBay needs to take this matter seriously.

[varebelrose]

I couldnt make it through more than a few sentences of that wall of text, but if you had more than one international INR case, thats on you. One bad burn was enough for us to stop selling overseas; it just isn't worth the risk, and the FVF on the high shipping costs also ate up the profit, even on successful sales.

YMMV

[greatstuff80]

It has been this way for years. I doubt ebay will make any real changes. Unless you can get past the first 3-4 reps to someone who really knows what they are doing, all you will get is form responses. 

[Anonymous]

i am using Global shipping program but this issue happening due to ebay customer service . they refuse to look into Any details prior closing any case . this happening with all my cases for the past year and continues this year still .

[Anonymous]

yep . u got that right . but how is this fair to the seller tho ?  months  after months i can get anything resolved because consumer service is absolutely useless. They promised to fix something and they just create an other problem instead .

[rhma54]

Ok so are the items arriving at the GSP center or not?

I refuse to read that giant wall of text to find out.