lisa5768
Hi everyone! Thanks for joining us for the Weekly Chat with eBay Staff. We don't have a specific topic this week, so feel free to share any general buying or selling questions you may have.
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tyler@ebay brian@ebay
For 3 weeks I have been contacting ebay to have them restore my service metrics. In this time they have failed every time to correct the issue. On Feb 12th a buyer opened a INAD (Item Not As Described) case on me BY ACCIDENT, buyer messaged me and apologized and explained it was intended for another seller. Screenshot:
Ebay seen the message and closed the case with me not at fault. OK, the issue is however the defect was never removed from my service metrics. I have called and called and talked to eba rep after ebay rep many times over the past 3 weeks about the issue and every time I fully explain it and said reps “make a report” to send it to “proper team” and 24-48 hrs later I get a mail from said team saying “sorry, we have corrected the issue… blah blah blah” and direct me to Seller Dashboard… but every time the defect is not corrected, it’s still there, and to top it off the seller dashboard seller level and service metrics don’t even match.
So to explain this so you understand and see what I’m talking about I’m adding screen shots to clearly point the issues out. But understand, in 3 years of selling in music category I have NEVER had an INAD, INR, or any other claim opened on me by any buyer – period. My service record is PERFECT, yet ebay can’t correct the service metrics. It says right in help “If any defect you received can’t be removed auto, you can appeal it if any of the following apply: The buyer opened the request by mistake” – I keep calling, they keep telling me it’s been corrected, but from the screens below you can see it clearly has not. Screenshot:
On Service Metrics, under Item not as described, Category: Music: Rate is listed as 0.39% - Average to my peers – Remember this number 1/254 = 0.39% (be pointing it out again next paragraph) with Reason for return “missing parts or pieces”. This should be 0 and LOW to my peers with 0 Returns 0/254 = 0% (again, I have never had any INAD or INR, nor ever any return of merchandise for any purchase in music category in 3 years of selling, a perfect record! Screenshot:
Now look at the screen for Seller Dashboard Seller Level: Notice that under “Return Rate” the defect is still there “Music: 1/283 = 0.35%” yet ebay keeps telling me they corrected and removed the defect…also now remember I pointed out on service metrics for you to note the number listed for Music was 1/254 = 0.39% so you see now what I meant when I said previous paragraph that the service metrics and dashboard don’t even match… the number you see on dashboard should be identical to the service metrics, not different. Screenshot:
I don’t understand why ebay cannot correct and restore my metrics/seller dashboard to what it should be. Even more so, after 3 weeks and many different reps. Keep telling me “sorry, we have corrected the mistake” every time they mail me after I talked to a rep and put in a report, but every time nothing is actually done. Incompetence? Idk, sure looks like it to me. Why is it that you cannot talk directly with the dept who is charge of this stuff? You have to call explain the issue to what ever rep you get who then either “makes a report” or pass you to 5 different helps who can “help” you – just to make a report and send it to “proper team” but can’t connect you to that team. Then the “proper team” sends an email 24-48 hrs later saying they corrected issue (when they haven’t) and you have ZERO COMMUNICATION with whom replied you. Why is it that they can’t CALL YOU and DISCUSS the issue WITH YOU ON THE PHONE IN REAL TIME? At this point I’m so fed up with ebay idk what to do. No one listens every time I call and explain it, and it can’t be explained any better than I already have done. Come down right to it, I’m punished by ebay for having perfect sales and record? This has had great impacted my sales for 3 weeks my sales have gone to near nothing, I keep calling, explaining, getting “we fixed it” replies, and they haven’t fixed anything. That goes for Ebay tech support as well who was supposed to run diagnostics on my account because it’s pretty messed up and fix it and still things are a mess. They still never even fixed my postage receipts issue for over 3 months now still not getting receipts for any media mail shipping label I purchase after numerous service requests put it. Is tech support on perm vacation? Sure seems like it at least too many doughnuts being consumed then work being done?
I’m asking you (any of you ebay employees/all of you) to look into this matter and get it resolved. There is no excuse for this not being fixed on my account. My record is perfect in music category and I want the defect removed and my rating restored to 0 and Low with No Returns like it should be!
Every time an issue happens with someone’s account there is ZERO help from ebay in getting it corrected. Total lack of REAL customer service and complete horrid technical support. Add in ZERO cross communication with appropriate dept = NOTHING gets done or done correctly. And just to put it in there having reps that speak clear and good ENGLISH is part of the issue, can’t understand a word these clowns say… ebay’s “chat” support is just as bad, so much you will go through 8-10 reps who just pass you to another rep who is suppose to be able to help but they not only can’t but have NO IDEA what is going on at all. You wind up having to tell them what is/isn’t, supposed to be/not to be, ebay policy and everything else on top of them being arrogant, rude, and complete waste of time… where’s my check for educating these fools? Complete joke and ebay sellers are getting pretty sick of it. End result is you end the conversion in anger, but you need the issue(s) resolved so wind up calling again next day and trying luck with another “rep” who knows nothing and can do nothing. It’s so bad after every call I get that leave feedback notice…well now I give 1 star and tell the truth – they were horrid and solved nothing.
Sorry for the long post, but someone needs to say it and the issue with my metrics needs to be corrected and restored, feel like this is my last hope is coming here and bring the issue to community chat.
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edit: A reply to your question can be found here
@star.fighter wrote:
Hi - I had been notifying Britannie about an issue where my smartphone was linking to the wrong item. she had asked to be tagged, which i did... and then i found that my phone also ended up telling me i missed out on an item that i had actually bought (that one was NOT a best offer that i later did a buy-it-now). I asked that someone please reply and acknowledge that you were working on it. no response. can you give me an update?
@star.fighter we haven't seen a notification of a tag from you in another thread. If you can share the link to the thread, or tag us, then we can take a look.
Hi community team,
There is a new category (Collectibles>Virtual & Crypto Collectibles) that eBay created specifically for NFTs. VeVe NFTs are very commonly sold on eBay now.
The issue is you do not have an option for "no shipping". If you choose Local Pickup" you can avoid this, but that cuts out international sellers. If you choose International shipping, you have automatic shipping charges that apply.
Selling under the classified ads section is not a viable option, because the new category was created precisely for this. What is needed is a "Digital delivery" option rather than standard shipping.
Any ideas on getting around this until eBay updates the shipping in this category? Also when might that happen?
@gwzcomps wrote:
Why is eBay randomly bugging me to do CAPTCHA challenges when I am doing completed item searches for research purposes? It is bad enough that trying to look at completed items is buggy, the challenges are annoying.
Yes I am aware of Terapeak, but it has become a terrible product since eBay took it over, and takes too long to do my research.
@gwzcomps - Captchas are a security feature, so they're triggered in different instances where we just want to double check who is accessing the page. I get asked to do them as well when accessing certain parts of the Community from time to time. There isn't a way to stop them from happening, though using the same device/browser can help limit frequency.
It appears that within certain categories, that AMEX or American Express, is not an available payment option on seller's listings who are enrolled in Managed Payments.
Is this a temporary glitch or a new policy? Will eBay at some point in time stop accepting American Express as a payment option all together or in certain categories, or when items are over $xxxxx amount of dollars?
American Express is still available on seller's listings who are NOT IN Managed Payments and are still having their payments processed by PayPal.
I have not searched all of the eBay categories but I have observed that this is taking place in the Coin and Paper Money categories, the Watch categories, and certain Jewelry categories.
Here is a thread within the Payments forums that discusses this problem with detailed examples and a lot of screenshots.
@star.fighter wrote:
Also, i had received a product that was listed as new, unused... but it was clearly used with damage. I was happy that ebay decided in my favor, but i had no info about returning the product. The seller had ignored my messages, and then tried to claim i was not communicating (even tho ebay and i saw all my mssgs in sent and in the ebay system). so, i don't totally trust contacting the seller to document my return...but ebay's system doesn't offer an means to register my return so it is officially in the system. how would you do it if this were you?
thank you.
@star.fighter typically if a return is approved then a return shipping label will be provided to the buyer within the return itself. If it's an international return then the seller will need to provide return shipping funds before you return the item. To have your specific situation reviewed you'll need to go here and select 'Contact us' at the bottom of the page.
