Withheld funds due to EBAY system error

[skye-07-11]

Dispatched a sold item, EBAY system would not allow tracking number to be uploaded. Tried 3x each time "It's not you, it's us, server down" was the message that appeared on screen.

I was keen (my 2nd sale) to let the buyer know the item was collected by Royal Mail. Passed on the tracking number. All went well, item received, client happy. 

Despite 2 lengthy call's with customer services, both telling me 'it was them and not me' and were reporting it to IT, nothing further has happened. 

What more can you do? Other than wait the 14 days, penalising me as a seller, EBAYmember of 9 years very disappointed!

(My own note under item on my Seller Hub, as some how I just knew this was going to be an issue!)

My note: Each time tried to upload tracking number, EBAY pop up: "It's not you, it's us". Unable to move further forward, I clicked dispatched, and messaged the buyer giving her the Tracking Reference, which is TQ894143373GB, which the buyer thanked me for.

[tressygirl]

Unfortunately,  it does all depend on the agent you receive,  when contacting Customer Services.

I suggest contacting them again,  but only very first thing tomorrow morning when the lines first open at 8 a.m. as there's more chance of Dublin answering. Explain you have tracking to show delivery could they please release your payout sooner.

If they don't then yes,  it's a minimum wait of 14 days before it's released.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

@skye-07-11 

[jckl1957]

Your listing shows the item was sold with Ebay Simple Delivery.  See below.

When you accessed the label to see the buyer's address, the tracking number from the postage label Ebay supplied was automatically added.

You chose not to use that label so the tracking was incorrect.

if you look at the item in your 'orders' and click on 'view tracking', you will see that the tracking for the Ebay label has been added.  You cannot manually change the tracking and add your own details.

Even though you know the item has been delivered, you will have to wait 14 days for payment.

This is another downside if you choose not to use Simple Delivery which is now mandatory for private sellers.

 

Standard Tracked Delivery

 

Postage: Free postage

 

£4.00 delivery in 2–3 days

Express Tracked Delivery

[skye-07-11]

Are you saying not all agents have the knowledge to release the funds?

Or even the know how to report an issue to someone who can resolve the problem?

It's worrying.... 6 months ago I lost postage due to being ill-informed by customer services, another member of c/services confirmed I had been given the wrong information yet there was nothing could be done to rectify the situation, I remained out of pocket (as a buyer at the time). At this moment in time, I feel like cancelling my account. I am simply trying to make a little money to put food on the table. 100% feel penalised.

[skye-07-11]

Hi, although I can't actually see the area(s) you mention.... Orders, and view tracking, I do understand what you are saying. My choice of Royal Mail collection worked on my first sale, so I have no idea why there has been such an issue on the sale of my 2nd item.... Liam at customer services assured me I had done nothing wrong. From what I understand you're saying though, my choice of using RM collection works against me? I sure wish today's sale has gone well. I used the ebay postage and label last night when completing, yet I received an email telling me RM would collect between 8am and 6pm. Knowing I needed to pay RM 30p for collection, I purchased the 30p collection, which favourably reduced the collection period, 11.06 to 15.06. The postie said he needed to cancel one of the collections, he cancelled the one I paid for which meant the ebay side of things went through? 

I have no option but to use RM collection, as I am housebound/full time caring for frail parents. We'll see, with a heavy heart I feel I will start selling somewhere much less complicated AND user friendly.

[jckl1957]

You can use RM collection and, from your tracking number, it looks as if you did use the Ebay Simple Delivery label - sorry for assuming you didn't.

With Simple Delivery, there is no need for you to add the tracking - it is automatically added when you download the label.  that is why you couldn't add the tracking - it had already been done.

So, the issue should resolve itself in a day or two.  If it is the item you sold on 22nd June, it was most likely delivered on Tuesday so your funds will probably be available later today.

[papso22]

 You could also be subject to the payment hold for a new or infrequent sellers, which could take it over 14 days, possibly to 30.