Ok...I need a refresher!

[dippitydoo]

I just received a return, it's been awhile, Thank the Lord, but I do know it's a part of Ecommerce.  So, I've forgotten a few things on how it all goes down, or maybe not , but anyhow, my buyer opened a return, saying broken during shipping, and a photo of a broken item in the box....BUT NOT MY ITEM, of course.  I uploaded a photo of an angle of my item, if for nothing else, comparison, but there is now NOWHERE to reply through Ebay messages

[dippitydoo]

Sorry, flying by the seat of my pants, and reacting as such!    NEW INFO:....after I went and scoured the return info...and the tracking....turns out the item has NOT EVEN ARRIVED YET!!!!  But they want to return for breakage??

Ok....there should be a way to talk/communicate with Ebay about this new angle....but there isn't!!

I called the number, and was told to do the Ebay/sellersHelp routine....but after you jump the hoops, it says "sorry" Having trouble right now!"......so now what????

-Dippity

[soh.maryl]

Have you contacted the buyer?

Dear XXX:  Sorry you had a bad experience with eBay; however, the picture you sent is not of an item I sold.

Perhaps you got your sellers mixed up? Furthermore, according to the tracking, you haven't yet received the item you purchased from me.  

[wastingtime101]

Message the buyer as suggested. I ran into the same thing yesterday (although my buyer sent a message instead of opening a case) and the buyer confirmed they were contacting the wrong seller.

If the buyer goes silent or insists you're the correct seller then go to eBay for business on FaceBook or Twitter for help. The reps there are US based from what I understand so it's often a fast way to get accurate help.

[1tuna]

............general reply...............

lets not forget how returns work,anyone can file a return as soon as the item is paid for.It does not matter if the package has not arrived yet,the buyer wants to return it and thats what will happen

[dippitydoo]

Howdy all!  Thanks everyone for the great advice!  I did email the buyer, and they said it was a mistake, so I asked them to cancel the return request and they did.  Whew!  (Now can anyone tell me why there is no phone support for customer service?  Surely the pandemic does not prevent CS workers from doing their jobs remotely from home??? Just curious!)

-Dippity

[wastingtime101]

There is phone support but due to the limited number of reps available the phones are only for specific issues (payments, account security, etc). They've expanded phone support in the last month. Most of eBay CS is in the Philippines and many of the employees there probably don't have the needed equipment and resources to work remotely. Many US reps are working remotely.

There are e-mail, phone and/or chat options depending on your issue. There are also FaceBook and Twitter options.

[dippitydoo]

Thanks Wastingtime, for not wasting mine! teehee!  I think the email option sounds reasonable, but don't recall how one gets there...I'll go look around so I know for next time!

-Dippity

[outdatedrecreated]

STAY AWAY FROM EBAY ON TWITTER. THEY ARE EVIL! The Facebook one's are the way to go if it comes to it. 

[japan-treazures]

@dippitydoo 

If you need to contact eBay,  this helped me. I even got a phone csll from eBay on my issue.

You can send an email message to eBay.

Here is the link: 

https://www.ebay.com/help/account/contacting-ebay-customer-service/contacting-ebay-customer-service?... 

The email option is at the bottom of the link. 

Or you can reach out to customer service using social media: 

eBay on Facebook

eBay on Twitter 

Social media worked for me. Got an answer and resolution to my issue fairly quickly.  The CSR ended up calling me. It wouldn't hurt to leave a contact number.   

Hope this helps!