Why does eBay not have a formal complaints procedure?

[wotno88]

Today I contacted eBay customer service who were unable to answer my question regarding a collection only sale, I requested to register a complaint and was told the complaint had been logged but I would not hear anything more about this. Surely a customer should get feedback if a formal complaint is raised, why does eBay not do this?

[tobiasd4]

Ebay don't have complaints depth.

As you found they are unlikely to tell you any outcome of complaints. 

[tressygirl]

What was the question re a collection item ?

Perhaps someone here can help you ?

@wotno88 

[wotno88]

Buyer collected the item but did not have a PIN number, this has happened before without issue, now the system will not allow me to mark as collected without the PIN so eBay will not pay me. I have contacted the buyer who says they never had a PIN number. Customer service was not helpful.

[wotno88]

A strange situation when all complaints just seem to dissapear without anything happening, not how I run my business!

[tobiasd4]

Best not to allow buyer to collect item without code.

You will have to wait 14 days for payment now.

[tressygirl]

Customer Services cannot help you here.

This is a relatively new ruling that a buyer,  after buying and paying for a collection item,  does receive a 6 digit  QR code.

It is essential they bring this along with them when collecting for you the seller,  to scan or enter the numbers manually in the order details alongside .... Confirm collection.

If the process for collecting the item was followed correctly , your buyer Must have received this code.  They may not know where to look for it. Look  in  eBay messages,  their order details or it may have travelled into Spam.

Without this code, your payout will be held for 14 days before release.

@wotno88 

[wotno88]

Customer service tells me I have to wait 30 days! Buyer travelled a fair way in a hired van to collect after making the arrangements through ebay messaging, not easy to turn them away in these circumstances especially as eBay had not informed me that the PIN number was a must. 14 years on eBay with 100% feedback and it seems like eBay are not interested in me.

[wotno88]

Customer services says I have to wait 30 days for the payment!

I am not desperate for the money but am annoyed at the way eBay can have this rule without telling sellers about it. When asked customer services could not find any evidence of where they informed people about the need for a PIN number, how are people to know these things have changed?

[tobiasd4]

All info here.

https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/local-pickup?id=4181

[wotno88]

Fine, there is a link that tells all however the PIN was not a necessity in the past and eBay has not informed people of the change, there is no warning either when you list an item or when a  sale is made. Sellers can not be expected to look to see if rules have changed, especially when much of the information is hard to find. All changes in terms and conditions should be notified.

I also add that eBay does not take complaints seriously, reputable companies have a system that allows compainents to be informed of progress in any complaint, eBay does not do this