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Suggest we get some real people working for ebay support
Calum Roberts
Member
June 30, 2014 - 5:25 pm
Member Since: January 4, 2014
Forum Posts: 275
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Im currently trying to get three cases appealed on ebay

and on live chat I’m being passed around from person to person, each person before is telling me I’m being transferred to the resolutions tema but after going through everything again I’m then told that they are the wrong person and they need to transfer me to the resolutions team.

WTF is going on with the support, is it really that bad or are they just trying to fob you off in the hope you will go away

Im now being transferred to my fourth person who i will have to explain again what is going on ….

Calum Roberts
Member
June 30, 2014 - 5:31 pm
Member Since: January 4, 2014
Forum Posts: 275
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[UPDATE #1]

Ive been placed in a queue, 22 minutes apparently till the next person

After over a half hour wait, finally connected to the 4th person who asked to review the previous comments, i asked if he was from the resolutions team, no answer and the chat session was abruptly ended.

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Dave Furness

Founder
June 30, 2014 - 6:24 pm
Member Since: July 19, 2013
Forum Posts: 4606
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*Facepalm*

Every expert was once a beginner

Calum Roberts
Member
June 30, 2014 - 6:29 pm
Member Since: January 4, 2014
Forum Posts: 275
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going back in for a second try. Now in queue, wait time is 47 minutes

Anyone know who we can complain to for the very poor customer service being received from ebay

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Dave Furness

Founder
July 1, 2014 - 8:57 am
Member Since: July 19, 2013
Forum Posts: 4606
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Is there no option to leave them some DSR’s?

Unfortunately I’m not sure there is Calum…it’s like when you buy something from Amazon directly, you get no options to complain or leave reviews ha ha. The beauty of them making the rules unfortunately.

Dave

Every expert was once a beginner

Calum Roberts
Member
July 1, 2014 - 11:34 am
Member Since: January 4, 2014
Forum Posts: 275
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I got an email from the person that supposedly cut me off

They have told me that i can’t appeal a case where someone has opened one for time not as described as there must have been a problem for the person to open a case in the first place.

Absoulute nonsense.

What they are basically saying is that any customer can open a case and say item not as described and we can do nothing about it even if the description is accurate.

The level of customer support is shockingly bad

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Dave Furness

Founder
July 1, 2014 - 5:28 pm
Member Since: July 19, 2013
Forum Posts: 4606
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Yea I believe this was one of the new policies brought about in the latest eBay updates regarding defect rates…if a customer has to open a case…then something has gone wrong or ‘defected’ somewhere along the line.

Dave

Every expert was once a beginner

Calum Roberts
Member
July 1, 2014 - 9:20 pm
Member Since: January 4, 2014
Forum Posts: 275
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That’s fine if it’s used properly fave.

In this case I am selling tops. Have sold quite a few of them, but have had two customers open a case to return them saying they aren’t as described as they did t fit. This is not true. The items are as described, they just didn’t fit these particular two people. Ice had a few hundred customers who have been happy and fitted without any issue.
If there was an issue with the sizing we would receive more complaints.

I have no issues with returns even for the reason they do not fit, but to have this marked against you because it’s went down as not as described is wrong.

This basically opens the floodgate to all clothing and any customer can open a case to return an item as not described as it didn’t fit them. Lots of sellers are going to be Losing their top rated seller, we currently are going to lose it come August at the rate we are going.

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Dave Furness

Founder
July 2, 2014 - 10:26 am
Member Since: July 19, 2013
Forum Posts: 4606
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Hey Calum,

I totally agree, I remember when eBay first told us of the updates I really felt for fashion sellers due to the sheer number of returns that you naturally deal with, when a customer buys the same shirt in two sizes you know one of them is going to come back.

My only advice would be to make sure in your returns policy that you explicitly outline the correct procedure you want them to follow for returns, and even let them know that opening a case will hurt you as a seller.

Making it explicit how they can get in touch if they want to return an item.

Dave

Every expert was once a beginner

 

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