Phone support not working

[solefoodbk]

I had a little issue with this customer, for the last 5 days eBay support has not worked. Every time I try to receive a call back it said "technical difficulties" yet the claim required me to contact eBay to resolve this or I would receive a defect, and the customer refunded. That implied I would go from Top Rated to Below Standard. I got this claim appealed because I'm relentless, however eBay never ceases to amaze! The busiest week of the year and for 5 days I have not been able to get one soul on the phone. Remarkable. Never has happened to me before.

My account is Top Rated, and no phone numbers worked. Not the one on file or any alternatives. I never changed my current number either. Such a joke. As a company grows you would think so does the customer service, however as the money increases the service decreases.

[dsdominators]

customerhelp_uk@ebay.com - contact them here and demand for a callback.

[agent006140]

Has anyone else have the same problem?
Go to Ebay seller forum and ask

[solefoodbk]

Originally Posted by dsdominators

customerhelp_uk@ebay.com - contact them here and demand for a callback.

What is this? You send it through your email? If I did that I don't when I'd be getting a callback though.

[rsot]

What about the social media route - X, IG, etc?

[dsdominators]

Originally Posted by solefoodbk

What is this? You send it through your email? If I did that I don't when I'd be getting a callback though.

This is the email they usually contact you when you get MC011 in .co.uk.
I've contacted them regarding a few other issues at that e-mail when their chat support is retarded and managed to get callbacks and adequate customer service.

[solefoodbk]

Funny enough the only time I received a call back was from eBay support department that handles hacked accounts. Got transferred to escalations department from there. Such a joke.

Ebay used to at least have good phone support compared to Amazon. It will only get worse in time. Regardless how much more they increase sales.

I guess I should be happy they didn't randomly flag me for this then put me through a MC011. I've never had a situation where the phone support doesn't work for this long. Must have just been me since nobody else is mentioning it.

[Automasters]

I think it will eventually disappear completely as more is handed to AI...

[solefoodbk]

It still does not work. Now chat hardly works. I need to speak to someone to manipulate them into fixing my issue. I cannot even send an email to the backend team! Literally zero support right now. It all started after Black Friday. The time when support should be enhanced not reduced.

A complete joke.

Is this happening to anyone else?

I want to punch something. This really pisses me off. I have sold on eBay for a very long time. For this entire month I have had literally no support whatsoever.

Like seriously? This is madness. What the f*ck. I have sold on eBay nearly 15 years and never once could I not at least contact someone. Now, currently for me its impossible. I cannot even do an appeal to the backend via email.

My account was Top Rated, now its not but nothing I know of should be causing this. I have tried other phone numbers as well, different browsers nothing works.

[agent006140]

Ebay is getting to be too big.

[Automasters]

Get used to it, eventually everything will be AI only and no more humans. It has already begun. I remember the old days when gaypal would have a real human on the phone within hours, now the wait is several days if ever...

[agent006140]

I remember when there is a chargeback,Paypal will fight for you,now they just tell you -you have a chargeback,if you lose,you pay a penalty fee

[Automasters]

Yes with our credit card merchant provider stripe your fee remains even if you win the dispute or have to issue a refund...

[phaz0rz]

Agreed about AI. They're moving toward a system where sellers are expected to carry their own weight while issues around policy, like customers claiming no delivery when tracking shows delivery, will take the AI resolution flow of INR case -> auto resolved when tracking uploaded.

Whatever this issue is we are moving faster and faster towards a system where you're expected to not be reliant on outside assistance from eBay CS. That's why the feedback revision loopholes don't work anymore, that's why it's getting harder and harder to get them on the phone, etc.

I'm honestly loving it, so far.

Gotta ask though, how is a single defect going to take you all the way from top rated to below standard without no stops at above standard first?

[agent006140]

Originally Posted by Automasters

Yes with our credit card merchant provider stripe your fee remains even if you win the dispute or have to issue a refund...

When you issue a refund,it is a new transaction,which is a credit and there is fee involved.

[solefoodbk]

Originally Posted by phaz0rz

Agreed about AI. They're moving toward a system where sellers are expected to carry their own weight while issues around policy, like customers claiming no delivery when tracking shows delivery, will take the AI resolution flow of INR case -> auto resolved when tracking uploaded.

Whatever this issue is we are moving faster and faster towards a system where you're expected to not be reliant on outside assistance from eBay CS. That's why the feedback revision loopholes don't work anymore, that's why it's getting harder and harder to get them on the phone, etc.

I'm honestly loving it, so far.

Gotta ask though, how is a single defect going to take you all the way from top rated to below standard without no stops at above standard first?

I wanted to try and appeal late shipment defects that would bump to Top Rated even though I lost it last evaluation.

However the main thing I needed resolved is I have two "seller closed without resolution" which were simple returns, and instead of eBay auto refunding like they do 99% of the time, they were created into claims. Still not sure why that happens.

Regardless, I do have "below standard" next evaluation because a customer opened a ITNR and it was closed without resolution. I went to the post office 12/17 had the clerk scan my packages to prevent this from happening and the one package out of 20 he didn't scan was this one. Of course. I have a scan from the post office still, however it exceeded 10 days since then, so because he didn't scan it, they refunded the buyer.

Now the package is set for delivery likely tomorrow. I know I can appeal this once delivered but I'm not confident the AI will side in my favor. If I lose the appeal it makes it that much harder to fix this even with tracking showing delivered. If I talked to someone on the phone this would be extremely easy to fix once the package shows delivered.

I have to fix it because I cannot be "below standard". Then after this month expires I'll have 0 cases closed and my account gets restored back to good.

I don't like talking to eBay on the phone. Compared to how I used to operate pre 2020 I hardly call at all. I used to call them all the time. Somethings like this speaking to someone on the phone is very helpful. Because AI is not smart enough still to put outside variables into context.

[rsot]

Originally Posted by Automasters

Yes with our credit card merchant provider stripe your fee remains even if you win the dispute or have to issue a refund...

What a loser rip these days

[firebriar]

Originally Posted by agent006140

Ebay is getting to be too big.

"Ebay is getting to be too big"? this isn't 2006 ebay has been big ma'am, where have you been?

[solefoodbk]

For the record it is working now, still have some issues but overall I can at least get phone support.

Funny enough the guy I talked to yesterday of course could only give me poor information like saying "yes we have experienced issues, I suggest you call instead". Then proceeded to give me the old phone number that we used to use.

However if you actually call that number it just goes in loops and is only for AI. At least for me I never can get a live person calling in anymore. Only through chat callback.

[Camaro2SS]

Originally Posted by solefoodbk

I had a little issue with this customer, for the last 5 days eBay support has not worked. Every time I try to receive a call back it said "technical difficulties" yet the claim required me to contact eBay to resolve this or I would receive a defect, and the customer refunded. That implied I would go from Top Rated to Below Standard. I got this claim appealed because I'm relentless, however eBay never ceases to amaze! The busiest week of the year and for 5 days I have not been able to get one soul on the phone. Remarkable. Never has happened to me before.

My account is Top Rated, and no phone numbers worked. Not the one on file or any alternatives. I never changed my current number either. Such a joke. As a company grows you would think so does the customer service, however as the money increases the service decreases.

I thought I was the only one

[solefoodbk]

It is all useless. The main reason I like to call is have the agent create the escalation so it doesn't burn my options on the initial order. For example if you want to appeal a claim and it gets denied by AI, that heavily reduces your chances. From my experience at least. If you appeal by having the agent create a ticket, you get unlimited shots at goal to fix it. Same with feedback, and everything else.

Now it gives me an option to receive a call back, to call them, or do chat. Kinda funny. The peak season I should have had the help, not now as its nearly New Years.

[rsot]

Unlimited shots - interesting