Getting in touch with an eBay customer services rep

[sublimebee2015]

How do I get in touch with a cutomer service rep?

I sell personalised decals and a customer wants to return her item as she claims its not as described.  

I explain in my listing that the item is sold be height and is the overall height from top of the tallest letter to the bottom of the lowest one meaning that not all words will be at the exact height ordered.  She obviously has not read my listing discription and has stated they are not as described.

She has opened up a return which eBay have allowed but as this is a personalised item i thought I would be protected from returns.

eBay customer service is non existant as my only option is to talk to an AI bot.

Any constructive advice would be greatly appreciated.

[red_magpie]

as this is a personalised item i thought I would be protected from returns.

If the buyer opened an "item not as described" case under eBay's money back guarantee the fact that the items was custom made would make no difference. All you could have done is to accept the return, send the buyer a prepaid return label and appeal eBay's decision after the case had been closed.

If eBay had to enforce the retufund because you didn't do this there is unlikely to be any right of appeal.

If the buyers simply opened an ordinary return request, as a customosed item you were not reqired to accept it. If eBay somehow enforced this, to contact customer support at the top or bottom of every page - look for "Help & contact" or "Contact us". Or use this link: https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[sublimebee2015]

Thanks for the advice and I know you are correct its just the cost of doing business but its just frustrating that a customer can just say its not as discribed and get a refund regardless of the actual truth

I feel that eBay's support to sellers is vertually non existant regardless of what can be shown in emails between customer and seller proving that the customer is incorrect.