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@tressygirl wrote:
Good Afternoon everyone!
May I put this scenario to you.
We always tell sellers here, never to refund until their item is back with them. What happens then, if the buyer sends the item back , fully tracked, be it a straight return or one for NAD and Royal Mail / courier service used , loses the item, it doesn't reach the seller.
3 days pass no item, so seller is not refunding, but buyer of course escalates as they sent the item, tracked, and on time. SSeller pays a fee and gets a damaging defect.
Or, does eBay send a message item has been delivered, ' you have 48 hours to refund'.
Thanks.
Hi tressygirl, thanks for your question.
That depends, if we follow the normal procedure for returns, the seller can issue a refund once the item is received and they have 2 business days to issue a refund. Now, if the return is a not as described return, and the seller had to provide a returns label, the seller would need to issue a refund eventually even if the item is lost in transit by the courier, failing to do so means that the buyer could escalate the case and if we have to step in to issue a refund, no fees would be credited back. They would need to escalate that with the courier directly to get a refund/compensation for the item lost in transit.
On the other hand, if the return was a change of mind and the buyer was responsible for returning the item, and the item gets lost in transit, the buyer will have to escalate that with the courier directly. In this scenario, the seller wouldn't need to issue a refund until they get the item back as the return was the buyer's responsibility.
Hope this helps!
Marco
I am currently away and will return on the 20th of May. Please expect a delay in my reply
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@pg_kicks wrote:
Hi,
Want to start this off with a thanks to dave@ebay for putting me in touch with James from the shipping team, was able to finally get issues across to management without having to drive 3 hours for an open event/Roadshow.
This brings me to the question, when we are told issues we bring up, the two main ones being the EDD being incorrect and reporting businesses on private accounts we are always told these are passed to the relevant teams but after speaking to James who is a shipping team manager, Sholto (at the Roadshow), 7 other eBay staff members (all at Leicester) and multiple at the Manchester Open Event over 6 months ago none seem to have any idea about either of these issues, and lets be honest they have been brought up for months if not years, if they do not know about them who actually has the issues (one of which is a legal issue) been passed to as it seems the relevant team arent really doing what they should be doing?
I mentioned to James about coming into the weekly chats, again something I brought up and was told its a great idea and would save them so much time, but he had never been asked and didnt know how it would be possible but agreed with me that it would be a great idea.
It seems like we highlight the issues, the community team tell us its either not an issue or give us a route to report buyers (not for being a business so AI ignores it) then passes it on but nothing gets done, is there any way you can pass the issues to departments with some power who actually fix issues within weeks not months or years.
Sorry for the rant but 3 times I've spoken to managers who really should know the issues as the community team have told us they have been passed on but each and every time they have no idea about said issues. It seems like we are wasting our time highlight the issues and law breaking eBay allow on their site.
Hi @pg_kicks
Thanks for all the above.
We do indeed pass all the feedback from the Community to the relevant teams. When you spoke to James for example, he is focused on shipping so would probably not be aware of issues affecting other parts of the business. He does read through the Community and we also send any posts that relate to his department on to him.
I understand there is no actual option that is titled report a business trading as a private seller but the way we have shown is the correct way to send these reports through the site. We have taken this on this process and escalated it to be reviewed.
Thanks,
Dave
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@lincolnshiremarine wrote:
Good afternoon
Have you any further up dates from the shipping team over the incorrect estimated delivery dates ebay are providing the sellers?
Today it appears worse than ever, please see attached screen shot of todays issue, so this can be reported.
Buyer purchased an item at 7.43pm last night. The ebay label was printed off this morning and dropped off at the shop for collection on a free, three working day delivery. The estimated delivery date is telling the buyer it will arrive TODAY or tomorrow. This is happening to every postage label we have printed off today.
I also see that ebay have not taken into account the bank holiday Monday either. We were told over the Easter period there would be some grace time with delivery time scales, but no, ebay still included Good Friday , Easter Sunday and bank holiday Monday as delivery dates.
There are many sellers including myself that have allocated time to provide evidence to the shipping team and on this chat, and we have heard nothing back, it just feels like its lip service. For a company that is quick to punish sellers if they do not respond fast to buyers issues, this is pretty poor.
Whilst I appreciate this is not your fault, you represent ebay, and I hope that you follow up with the issues and liaise with the shipping team over this, as it appears you are the only point of contact we have on here.
Best wishes
Hi , thanks for your message.
We have no further updates at the moment. However, I will be happy to flag this with them today, and forward that screenshot as well, so they can look into it. Anything else, please feel free to let us know as usual.
Thank you,
Marco
I am currently away and will return on the 20th of May. Please expect a delay in my reply
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@tressygirl wrote:
Thanks for that marco, it does partly answer my question.
However, my question was, how would a seller Know the item sent and tracked but is lost? They are waiting and as we tell sellers, don't refund until it's with you, they may think the buyer is not returning the item.
3 days pass, and the buyer escalates!
What happens here?
Thanks for your reply, tressygirl.
The 3 business days period is for the seller to take actions basically when a case if filed, not much more. So, after the seller has provided the returns label is up to the buyer to send the item back, and we can confirm that with the tracking information. If the label provided has not been scanned it means it hasn't been sent, so the seller can ask us to step in to close the case for them. If the label is scanned and we can see the item in transit, but it never reaches its destination, then that would be considered as lost and in that scenario the seller would need to contact the courier for further escalations. This scenario is of course based on a not as described return.
Thank you,
Marco
I am currently away and will return on the 20th of May. Please expect a delay in my reply
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@lincolnshiremarine wrote:
Dear Marco
Thank you for your reply, and I would be grateful if you could pass over this latest issue.
I have also been speaking to James at the shipping team, with reference the estimated delivery dates, so perhaps if you do have direct contact with him, you can pass over this latest one directly to him.
I am not sure what other evidence ebay needs to come to the realisation that there is an issue with the EDD'S.
Best wishes and thank you for your time.
Thanks for your reply, lincolnshiremarine.
Yes, absolutely! If you see any other examples about the bank holiday not being taken into consideration, please send them to me and I'll make sure to send those over as well, if the weekly chat is closed by then, please feel free to create a thread and tag me on it.
Have a good one,
Marco
I am currently away and will return on the 20th of May. Please expect a delay in my reply
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@*gosforthgirl* wrote:
Hello,
I have had a recent problem with a buyer supplying an address that wasn`t recognized by Royal Mail in that she added a letter arbitrarily into the address.
I was concerned as the item was expensive and if the item was ` lost` then RM could say the address wasn`t in the dropdown.
Her response was to issue a negative which I feel is deeply unfair as I ha
ve been ` punished` for a whole year which seems very severe p[articularly as it impacts on my present and future sales.
Please could I have your response. Thank you.
Unfortunately we cant handle feedback appeals here. We cant see the details of the transaction so we cant comment on what may have happened. If you contact one of the customer support channels they will be able to review it with you.
Thanks,
Dave
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@*gosforthgirl* wrote:
There is an ongoing problem with the postage page which seem to continually want to turn the address around whilst telling us that the original was wrong:
Warning: the postage address City (Newbury) may be wrong. We think it should be Newbury, Kingsclere. Change it for me
Warning: the postage address City (Meppershall) may be wrong. We think it should be Shefford, Meppershall. Change it for m
Then it compounds the error by suggesting the item could be sent by letter post as it is the buyers choice.
Please could this be looked at as it is contunually forwarded to the ` back office` but nothing seems to happen.....
No Yes Up to £20.00 £0.85
Ive asked the Shipping Team to review this. Ill let you know what they say as soon as they come back to me.
Thanks,
Dave
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@tressygirl wrote:
Hi, thanks again to be clear, in effect the seller may not know the item is lost, they patiently wait, but item is lost, buyer escalates, seller pays a fee and gets a defect as they had no idea the item was lost.
This would not be the seller's fault would that fee and defect be removed? Would CS see this was not the seller's fault?
Thanks for your reply, tressygirl.
As advised before, if the item is in transit, but it never reaches its destination, it'd be considered as lost. It is completely up to the seller whether they want to issue a refund or not, they can ask the buyer to wait a bit longer if they wish as well, but as we know, buyers are entitled to escalate the case for a refund under these circumstances. Unfortunately, we only have the tracking information to follow this up, and if we have to step in to issue a refund, a defect might be dropped on the account and fees will not be credited back as per our policies.
Thank you,
Marco
I am currently away and will return on the 20th of May. Please expect a delay in my reply
Did you find your solution? Help other members by marking your problem as solved. Simply click on "Accept as solution" for the answer that helped you.
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