Report an agent

[reboot.me]

Hi I’d like to report an unhelpful agent who was confused, rude and dismissive about the situation then started accusing me of not sending the item and said the label was non refundable yet an online agent gave me the link to refund the label which I had already requested. 

A buyer wanted the digital code from the voucher I was selling, sent digitally through eBay messages instead of postage. 

I sent poof of the code working to eBay as a safety measure and sent the code digitally of the voucher to him in the ebay messages as per a eBay agent guided. 

Everything went well and he redeemed the code and I asked him to mark it as received which he was fine to do at first but now is wanting the used voucher sent physically too. 

I tried explaining to the agent that my listing specifically said it would not be posted and it’s instead it’s digital code sent through eBay messages (which the buyer agreed to and redeemed) but now is wanting it physically too. 

The agent was confused and dismissed what I was saying, no help at all. He just kept saying if it’s digital how would I even send it.

Did he not see the messages, see the listing of the physical voucher in the photos whose code I was selling? 

I already stated I wouldn’t post the voucher, the code for it instead would be sent through eBay messages which I do. 

The buyer was ok to redeem the code and then mark it as received but then he changed his mind, wanting the physical voucher now too!

I just wanted clarification on what to do as I had already requested a refund for the label since I brought it by mistake and was only going to send it through eBay messages which I’ve already done but the agent was confused and just kept regurgitating the same thing without even understanding what I was saying! 

[*vyolla*]

eBay don't permit the sale of voucher codes sent by digital delivery, so probably a few crossed wires there with eBay CS.

If you don't send a physical voucher the buyer can use the code and claim item not received. Some unscrupulous buyers look for code listings and buy them, use the code and then issue a chargeback, which lands the seller with a £16 fee as well as having to refund. 

[reboot.me]

I asked an eBay chat agent specifically if it was ok to just send the codes in messages as the buyer asked instead of sending it physically by postage and they said yes it was fine. 

I had screenshots of the working code sent to eBay too as a precaution. 

eBay said it was ok and the buyer also said they wanted the item sent like that. Digitally through the messages. 

After he redeemed it, he’s now claiming for it to be posted too. 

The agent also said the label was non refundable yet twice the times I talked to agents through online chat, they sent me links to request a refund for my label (which I have done). 

I wanted clarification on what to do and instead the agent got confused and became adamant about repeating the same thing. Zero help whatsoever. 

[jckl1957]

You advertised the code as a video game with free postage.  Perhaps, if they looked at your listing, the agent would be confused.

You should be aware of Ebay's policy:

'Electronically delivered items need to be listed in the Everything Else > Information Products category in the classified ad format. If the classified format isn't available on the seller's eBay site, electronically delivered items are not allowed.'

https://www.ebay.co.uk/help/policies/prohibited-restricted-items/electronically-delivered-items-poli...

You have broken Ebay rules by selling an item they don't allow and listing in the wrong category.  If I was in your shoes, I would forget about making a complaint about an agent, who could not understand why you were reluctant to post an item you advertised with postage clearly shown on your listing.

Free delivery in 2-3 days

Standard Tracked Delivery

 

£3.50 delivery in 2–3 days

Express Tracked Delivery

[reboot.me]

I specifically asked an online agent how I should go about selling the code. I followed what they recommended and adjusted the listing accordingly. Don’t believe right? Because it’s obviously my fault as you guys could never make a mistake yourself, look up my chat history with online agents if you want proof. Your scare tactics aren’t going to work on me. 

I also specifically stated in the listing it would not be posted but instead of trying to help me find clarification of the situation, once again it is being assumed I did something wrong without even checking if what I’m saying is true. 

Yes I stated free postage but I also stated in the listing the code would be sent digitally instead and no postage WHICH THE BUYER AGREED TO. 

Two separate eBay agents also recommended I ask the buyer to confirm in the messages that code had been received (which he did) and to ask him to send positive feedback so the funds could be released. 

He agreed then later he changed his mind and wanted the voucher posted now instead. 

I wanted clarification as he changed his mind and was refusing now to leave feedback. Yet I got nothing but assumptions and attitude from you guys. 

I have been with eBay over 15+ years and this is the attitude I get asking for help. This was first post here and this is my last response here. 

Don’t bother responding, I’m over it. You’re clearly going to keep throwing accusations because you guys could never be at fault. In future talk to people in the demeanour you would like to be talked towards because I certainly won’t put up with it. 

[*vyolla*]

It's been explained that it's against eBay policy to list  digitally delivered codes, and @jckl1957  has provided the link to the eBay policy page where you can see this for yourself.

As previously mentioned, it sounds like there was some confusion in your conversations with eBay CS. Bottom line is, there isn't a way to report the eBay CS agents you dealt with. 

[red_magpie]

The problem about trying to complain about eBay or its agents is that eBay doesn't have a complaints procedure. The user agreement simply says to contact customer support - which is liable to put the phone down if it's just to complain.

In fact it does have a complaints procedure, but isn't publicised. In 2023 an eBay Rep. confirmed its existence, but said that "It is used for formal complaints, it is very rare for it to be needed or for it to be the best option to help a member. It cannot be used for appeals of suspensions, restrictions, eBay cases or a lot of other things."

In other words, you won't find it anywhere and it can't be used for almost anything that users might want to complain about. No surprise that it's rarely used! The address if you want to try it was:

Ebay Complaints Department
Attn: UK General Support
PO Box 9473
Dublin 15
Ireland