Question Manager call back in Selling on eBay DND

Manager call back

dylan1357 — Thu, 29 Oct 2020 17:24:21 GMT

So... I sold an item which the buyer didn't read the description and proceeded to request a return stating 'Item not as described'

I disagree, goes to dispute and ebay provides a return label to the buyer. I spot the address is incorrect and call ebay immediately, helpful chap takes the correct address and advises a new label will be sent to the buyer

1 week later the buyer contacts asking if I received the item, he sent it via parcel force using my returns address - I check my address and it hasn't been updated. Parcel is signed for by me according to parcel force but I haven't lived at the address for over 6 years

I contact ebay and explain what happened, they said they will listen to the call and a manager will get back to me in 24-48 hours

Called them again, CS said they will chase the call back

Callled again, same as above

Called again today and get the same as above

The refund payment hasn't been taken yet...

Will a manager actually call me back - has anyone ever had a call back

Will they take the situation seriously and listen to the call and make a decision fairly - I expect ebay to take responsibility for the advice given

The CS stated I have to update the address, which I did... over the phone with a CS agent who confirmed it was updated and a new label would be sent to the buyer

Re: Manager call back

papso22 — Thu, 29 Oct 2020 17:30:51 GMT

The buyer clearly used the first label. Whether eBay will phone you back, who knows. EBay CS are notorious for telling you what they think you want to hear.

Ultimately they will fall back on it being your responsibility to ensure that your address are kept up to date.

Re: Manager call back

rusticrye — Thu, 29 Oct 2020 18:42:16 GMT

Ebay cannot update addresses or any other personal information for you, as you could be absolutely anyone - an account hacker, or some other unauthorised user. It would breach strict Trust & Safety laws. I'm amazed that you're not aware of this. You have to update your own account details. So I suspect that you either misunderstood what you were told, or the agent you spoke to needs some serious retraining.

Neither did Parcelforce tell you that the parcel was signed for by you. It cannot have been signed for by anyone at that address, as recipients cannot sign for parcels due to Covid Health & Safety rules. The postie has to sign on the recipient's behalf, with 'Covid19' or similar.

The entire returns system is automated. You will have to refund the buyer before he can escalate the case to Ebay. If you don't, Ebay will auto-force the refund when the buyer escalates, and you'll have a damaging defect slapped on your account for failing to refund voluntarily.

You can certainly try to get Ebay to refund you from their own coffers after that, but I very much doubt they will, as their supply of a returns label with the wrong address was entirely your fault. Ebay can only supply the address that is registered on your account at the time. So my advice is that you take full responsibility for your error, and treat this as a learning curve.

@dylan1357

Re: Manager call back

dylan1357 — Thu, 29 Oct 2020 19:37:27 GMT

eBay send a pin to the registered phone on your account, I also had to pass security. Companies can update people’s addresses under their instruction from the customer, this isn’t a breach in any law. If you don’t have a facility on your website for customers to amend addresses then the standard process is over the phone.

I’ll see what happens, the hope of a fair outcome is unlikely but thanks for your response.

The call was 10 mins long mostly me providing my address to be updated across a few different areas and to produce a new label, it was the only conversation point of the call. So definitely no misunderstanding which is what makes it so odd and unbelievable