Need advice: buyer's message with contact info was blocked, how do I help them troubleshoot a working item?
Summary: northcrestt sold a security camera and is trying to assist a buyer who is having setup issues, despite the unit working fine before shipment. The buyer's contact information was blocked by eBay's filters, and northcrestt seeks advice on how to exchange contact details appropriately. jonatjonatjonat suggests checking the order details for the buyer's contact number or having the buyer include those details in a message from their purchase history.
Hi all,
I sold a security camera and the buyer's having trouble getting it set up (I don't think the unit is faulty — it worked fine before dispatch and I already sent a replacement, but they're getting the same result, which points to a setup issue on their end).
They tried sending me their phone number so I could talk them through it, but the message got blocked by eBay's contact info filter.
This is a completed, paid order and I just want to help them get it working — not arrange a refund or another replacement. What's the correct way to exchange contact details in this situation? AI chat support hasn't been able to help.
Thanks!
cobwebcottage
·1 month agoGo in to dispatched orders. Above the photo of the order it will say 'order details'. On the right hand side above 'message buyer' there is an arrow to show contact information.
jonatjonatjonat
·1 month agoI believe if they contact seller from purchase history - they can include those details.
if its a recent order you could look it up your side - it might still have the contact number on the order details.