Did eBay take away the option to chat to an agent though the help & contact page?

[mikeyspiky200]

Before through the "Help & Contact" page, if you needed any assistance you would be given the option to chat to an agent or receive a phone call. Now there is only the option to receive the call?

This is not always convenient, as there is often an hour's wait before you receive a call. Also on top of that, today a small problem that could have been sorted in 10 minutes on the chat took almost half an hour to solve while talking on the phone (this seemed like an issue with communication or lack of training).

Just wondering if anyone else has also lost the chat feature, or if there has been any announcement by eBay that this would be removed?

[**peaseblossom**]

Yes, it's been missing for a couple of days now.  It might just be temporary, there's been no announcement.

[mikeyspiky200]

Thanks for letting me know that I'm not the only one with this problem! Hopefully it comes back - while it wasn't perfect, you could always get in contact with someone in minutes rather than an hour's wait for a phone call or even longer.

[**peaseblossom**]

I agree.  Not perfect but it's nice to know that relatively easy contact is possible.   Hopefully it will reappear next week.

[myriad*seller]

I think they have been inundated with "private" sellers complaining they have been asked to register as a business and have closed the contact lines down as they simply can't cope with the volume of complaints from people being asked to trade legally. 

[mikeyspiky200]

You could be onto something there! While I won't open the can of worms as to why legitimate businesses should follow the rules and the law to begin with...surely they are all now just flooding the phone lines instead of only the chat?

It's interesting to hear either way that the chat is indeed gone for everybody and not just myself, and I guess without any announcement from eBay we'll just have to wait and hope that it comes back!

[thetimetower]

I assumed it disappeared on weekends tbh

[myriad*seller · Accepted solution]

The chat option is there for me if you select the manage your account option in Contact Us

Help and Contact>Contact us>Managing your account

Also the hacked account option always gives all contact options 😉 

Try a different browser if you don't see it 

[mikeyspiky200]

Amazing! Thank you, that worked and the chat option appeared! Hopefully it still comes back the normal way, but this is working for now - thank you so much for your help!

[swans_n_crocodiles_58]

No, it still works. You just need to type there connect with agent, then you will be ask to recall the reason, you might get some dropdown menu to pick the reason and then qyou should click yes on the question: is it ok for you? (it is about waiting time)

[mikeyspiky200]

The "chat with an agent" option only seems to show up if you select the "Managing your account" option for the reason of contact, otherwise it only gives you the option of a phone call - which was not the case last week. I did try to type the usual "can I speak to someone" or "can I chat with an agent", but a phone call is the only option offered in any of these cases. Other users seem to be experiencing the same issue.

Fortunately there is a temporary fix for just now, as another user has posted above.

[jansomerset]

I agree it is very annoying, it is not always convenient having a call back, I prefer the live chat typed version, that way they send an email with the chat which is great to refer back to. I am struggling with a partial refund claim, wanted to chat today with Ebay, but Automated gives options that do not give one I require, so I gave up for now. I do not understand why Ebay does not give an open case for part refund without returning forced, that way I could simply open a case and all would be fine. If something is only partly damaged, it is often a far better solution to agree on a part refund - in my view - and with only option now available is email messages to sellers, it get complicated when seller has several staff who do not read past conversation!

[swans_n_crocodiles_58]

Totally agree. Actually if the buyer is able to restore partly damaged item partial refund would be the best solution.

[frost_gaming]

Live chat is still not an option? Only options are get a call back or give us a call. 

[paconne_10]

Nope, still offering call only option...

[swans_n_crocodiles_58]

No , it did not. You just need to clarify the reason why you want to contact live agent and you will be connected.

[jansomerset]

I tried yesterday and today, only option I was given was (Phone us/or /we will phone you) both times they called me within 2 minutes, very helpful, however my point is ..... I prefer the typed chat as then I have a text to refer back to at a later date.

[margueritasinblue]

Yes i have been trying al day now it says the assistant will be with you in 20 mins

[jansomerset]

I am sorry that you are having problems, try evening instead, good luck