It is quite funny to read how much people have difficulties with trackings. They should not, because ebay keeps it the only and one right thing. ebay's only interest in making decision is that is there tracking code or not. No matter if buyer has got or not the ordered item etc.
ebay has given many times link to their rules but we have not found, that using tracking is mandatory, it is said to make it easier to ebay to decide. But when buyer or seller request to review the case, you could easily think that ebay takes a look to all details, but ebay workers are so lazy, that they only want to see tracking codes, if they don't, you have spoiled their life.
We are selling from country where there are not so many options to choose transport companies. We have to choose to smaller items priority- or Maxiletter, otherwise we don't have chance to sell anything. You can't get tracking to them, not even with money. Bigger items we can deliver with tracked labels. We have sent thousands of deliveries and suprisingly we have not seen any major advantage when we use tracking. We save your now from details.
Anyway we have a case where we delivered small letter total value 22€ to Italy without tracking. We always deliver in advance advices to buyers what to do when they don't get package, those advices are coming from transport company. We ask them first to contact us because we have noticed that it is difficult to make everything in acceptable 3 days time if buyer opens request. But you know that first timers can trust only to God, Italy Customer Service. So he opened a request.
We contacted buyer and asked if they could follow transport company's advices; check address, visit in local post office etc. We also offered replacement. And we promised to refund if he doesn't get letter.
We also warned buyer that after 3 days ebay Italy will put words to his mouth and claim that he has asked ebay to step in al thought he has not not done it.
Buyer seemmed to be satisfied and promised to do as agreed. We had a feeling that we had made like ebay is advising to do. ebay is advicing buyer to give time to seller and that everything can be agreed without that ebay has to make decision in favor of anyone. Buyer has 21 days time after request is opened to ask ebay to step in. So we tought that we have plenty of time. But we did not, ebay Italy kept care of that.
eBay Italy reminded us and we sent message to buyer that we will refund the money but wanted to wait and respect the agreement. The question of replacement was also open and refunding immediately was not good idea in that stage.
eBay Italy step in after "buyer had asked them to review the case" and said that they made a decision in favor of buyer because we did not show tracking codes. Our problem was that buyer was out of Italy and could not answer during 3 days but eBay Italy did not care of that or anything else. We have had problems with their attitude since we started to sale in Italy. So they had good chance to show "where the chicken *bleep*".
We were ofcourse once again upset but finally not so suprised. We really waited that they respect the agreement between buyer and seller but they were in hurry to close the case.
Meanwhile 21th November buyer came back to Italy and told that he has time to wait until end of November.
We tried to be careful in our sayings so we asked 27th of November that how we could use those transport companies which are integrated to eBay's system and especially their tracking codes which are the only one valid to ebay. And guess what, we tought first that they took it as an appeal and sent final decision 29th November. So there still stands in their files that we have appealed 29.11 and decision also in 29.11. We have not sent any message to them in 29th. So beside that they lied, that buyer asked them to review, they also made appeal in our name and then destroyed it.
We asked several times that what hell you are doing, you can't appeal in our name. we want to appeal. No answers to that matter.
We told to Italy Team that you are lying when you say that buyer has asked them to step in. So they said (translated with Google from Italy) : "First of all, I would like to warn you and assure you that eBay never takes action on a case unless there is a request for intervention from the buyer or seller first."
and later in same message:
"In your case, the buyer requested our intervention on November 18th, stating that he did not receive what he ordered.
This is a 100% verifiable fact by our systems."
They really don't have all indians in canoe. We have seen really many cases where ebay has not got request from buyer but still wants to make decision. So we told 2 examples where in one buyer sweared that he has not asked ebay's help and ebay Spain repaired their mistake. We respect them of doing right. In second case ebay's worker confessed that their workers had made mistake and they need re-education. But we lost money to buyer and we sent still a new part. Ebay did not remove defect al thought it was their mistake, they left it to us and we did not understand that it was our work, ofcourse it was, we got to know it when it was too late, ofcourse.
Then we revealed according to time codes that it was possible to buyer to ask them review case only in midnight 18th 00:00-00:09, nine minutes. Who believes believes, we don't.
No comments from ebay Italy. They ruined their ”100% sure facts”.
It will not have influence what ever you have agreed with buyer or seller. Ebay Italy will not respect it.
Buyer agreed with seller and according to eBay Italy buyer lied to seller and broke the agreement. In this case it was same what we did or not did, in every case we were worth to punish. Ebay Italy made many mistakes in purpose. Or they were just lazy, you can decide. It is not seller's fault.
If buyer lied and broke what was agreed, it is a little difficult to accept that kind of thinking where liers are prized and innocents get punished. Should we now trust to buyers? Or to Italy team?
We could continue this still long but we just want to point out some facts:
-ebay rules and advices are not valid when it is question about their own doings
-they will not answer to you when they notice that they have made wrong, no one from community will answer because only Italy can answer in their cases and they want to hide their mistakes. They don't take responce of their sayings and doings. You might have different experience, you have been lucky until now, but your turn will come
-tracking codes are not finally so important because they are not always working perfectly and if there are tracking codes, who guarantees that ebay makes right decision
-every time when you send a message to ebay there is a new worker who reads only what earlier has decided and answers if answers
We have 2 defects manufactured by eBay Italy. Our Global seller performance went under average and eBay removed 2000 listings from 3000. Because it might be impolite to say what we are thinking, we just have to confess that it was our own fault despite warnings to start to sell in eBay Italy.
We made something wrong because we were punished. We are interested to hear opinions what could have been done in another way, remember that tracking which ebay accepts is not available, as far as we know and ebay was not able to help. Beside that we keep it weird that ebay orders which transport companies you are allowed to use.
