Ebay Resolution is only via email and not responding on a buyer claim

[njdiscgolfer]

Ebay has made it very difficult to resolve an issue. No longer can you call, no chat feature, only email and they are not responding. Very poor customer service, the current situation should not have affected their ability as support works from home. I sold an item and shipped Priority USPS. Tracking shows at next facility awaiting further delivery for 1 month now in limbo. Only recourse was to have buyer open an 'Item Not Received' claim.  Buyer has been extremely understanding and great communication. The categories they list for support do not apply to this. I have 3 days to resolve, provided tracking and awaiting Ebay to email back for 36 hours now, no response. This is my only means of support and I will be at fault because they are not responding. I feel Ebay has deliberately shut down support out of greed, along with responsibility to help. It looks to me like even though I did nothing wrong the buyer will be rightfully refunded but out of my money and I then have to file a claim with USPS. I just need guidance from Ebay on this as I am not sure if this is correct. Any suggestions? Ebay support basically no longer exists. Worst support I have ever encountered with a billion dollar company.

[reda3615 · Accepted solution]

You don't need to hear from eBay CS. Refund your buyer from the item not received case to avoid  a defect, then pursue your claim with the carrier.

[myangelandmyprincess]

A lot of the customer support eBay had was based in the Philippines so yes the current situation has affected their ability to continue it.  If it was a bunch of us csrs working from home would have been an option they could have pursued.   You can also contact them on Twitter or Facebook. 

However in your case none of that is necessary. Your item hasn't shown movement in a month so eBay wont extend the time for the case and when an item isn't showing delivery it's the sellers responsibility to refund.  You should go ahead and refund the buyer