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Customer service chat GREYED OUT AGAIN
Hi
I'm at a complete loss for words
No way to contact ebay via their platform at all. I'm trying to use the Automated chat to connect with an agent but it's all greyed out and I'm not able to contact at all - this is the same issue on my mobile phone too.
I've got an item that is being dispatched today but I've had to use a 3rd party carrier as eBay provided the wrong label with 'Simple' delivery. As I've requested a refund for the label eBay provided, I'm not unable to add any tracking information to the order or mark as dispatched.
No doubt ebay will soon contact me crying about late dispatch times, but I literally can't do anything to mark it as dispatched and add the new tracking label.
Please help your members!
kat@ebay
Hi @mrami27-5 ,
Tagging you here as you are experiencing the same issue. To report it for you I need you to check your session id as this can help tech track it. If you go to the page where you have the chatbox and right click and 'View Page Source'. Then search for 'SessionId', it is the 12 digit number that appears. If you can provide this I will log it with tech.
Thank you,
Kat
gemfoil
OP8 months agoOk still having issues with greyed out chat box - still unable to contact eBay.
This is an absolute joke, imagine having your customers not being able to contact us, it's the same but we can't contact eBay.
PLEASE CAN WE GET HELP
kat@ebay
Hi @gemfoil ,
I understand that this is really frustrating. We are following up with tech regarding the greyed out options within the chat box. What we need for this is to check your session id as this can help tech track it. If you go to the page where you have the chatbox and right click and 'View Page Source'. Then search for 'SessionId', it is the 12 digit number that appears. If you can provide this I will log it with tech.
In the meantime the advice given by @tressygirl & @**peaseblossom** is correct. Just ensure the refund request for the label was sent through here.
Thank you,
Kat
gemfoil
OP8 months agoHi
I've got the session ID - 898735274072
Appreciate you looking into this for me. Going back to what the other two members replied, can you confirm there is no way for the eBay team to make sellers aware the postage has been successfully refunded?
kat@ebay
Hi @gemfoil ,
Thank you for that detail. I'll get that reported to tech to have it reviewed. You should get a notification when a refund is processed for your account. Just bare in mind it can take up to 30 days for this one.
Thank you,
Kat
gemfoil
OP8 months agoHey thanks for letting me know 🙂
Where would I see the notification for the refund as I had to refund labels before and never got any notification, so possibly been double charged
gemfoil
OP9 months agoHey all
So i've just gone through with the pre-paid postage buttons and it's marked as dispatched, and I've sent a request for the postage to be refunded as I had to use a 3rd party, is that right?
tressygirl
Mentor9 months agoThat is correct triggering an SD label automatically marks the item as dispatched, there's just no way to mark it as received / delivered, thus delaying your payout here, for a minimum of 14 days.
If you've sent a request for a refund for the unused label, that now takes 30 days for your refund to be sent to you.
There's no hurrying in monies owed !
@gemfoil
gemfoil
OP9 months agoAh thanks so much!
Is there a way to track the refunds for postage as 30 days I'm 100% forgetting to check!
tressygirl
Mentor9 months agoYou do not need to contact CS about this, I can help you save time and energy!
Quite recently, eBay have stopped the facility of adding any new tracking if not using the designated Simple Delivery label. It's no longer possible to do so.
eBay suggest sending a message to the buyer informing of the new tracking numbers, and ensure should a case for item not as described be opened, those numbers can be entered.
It does mean that your payout will be held for a minimum of 14 days now.
@gemfoil
**peaseblossom**
Mentor9 months agoYou can mark dispatched if you can still open the original pre-paid Simple Delivery label (Get prepaid label > Get prepaid label and QR code).
But in any case the option to change tracking number has been removed. You can message your buyer with the tracking details. If necessary you would be able to add the new number to an "Item not received" case if one was opened. Payment will be held for 14 days but you will get it.