Contacting customer support here?

[morphim]

Is it possible to contact customer support here? 

I understand that everything but 'get us to call you' has been removed, but I'm going round in circles with an issue with a buyer.

Connecting to overseas call centres where operators don't understand you is tedious. As is explaining everything over and over again.

1st and second call, I was told not to worry, and my concerns were valid. My 5th call, i was just cut off. 

6th call, the lady couldn't understand my UK, southern accent. Lots of laughing and noise of other people in the background.

7th call, I wanted to appeal a decision. The lady took details and said my report would be passed on to the relevant department but, literally (I mean literally) 5 seconds after they hung up I got an email saying they'd reviewed my concerns but closed my case??

So, I need to put all this in an email or similar as I can't fully explain my concerns over the phone with people who don't understand me, having to continually repeat myself.

Perhaps a message here, tagging customer services? I don't really want to make my whole case public?

Maybe via messages on twitter (latterly X) or FB? Has anyone done this?

Thanks very much in advance, if you have any suggestions

[jckl1957]

Customer Services don't respond to messages in here.

I would suggest one more callback.

If you contact Customer Services early in the morning, you are more likely to be speaking to Dublin.

You can search previous posts in here.  Some members claim to have had more success communicating with Ebay on Facebook or X.  There is not an email for complaints and queries.

Personally, I would ask in the forum - member to member forum can usually offer useful advice.

[tressygirl]

eBay do not reply to emails, probably because they'd need an army of staff to answer them!

It is Call Back option to CS,  but if you contact them very first thing in the morning that is, at 88 a.m. on weekdays,  there's more chance of Dublin answering.

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.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@morphim 

[4_bathrooms]

---

@morphim wrote:

I understand that everything but 'get us to call you' has been removed, but I'm going round in circles with an issue with a buyer.

---

Maybe if you explain the issue here someone might be able to help or at least point you in the right direction. You can't name the buyer involved - you can't even mention their username - but if you explain what has happened a member with experience of dealing with a similar problem might be able to help. 

[morphim]

Thanks for your replies.

I did speak to a very nice guy in Dublin at some point but couldn't remember the time. I thought it was later in the afternoon. I'd rather speak to them. It's much easier.

Unfortunately, there's nothing non-customer support on these forums can do, as I'm out of pocket and no one here can reimburse that or properly handle my complaint.

Ebay's handling of this has been disgraceful and full of false info & contradictions. Really incompetent.

I'll try and reach someone in Dublin, but it would be much better to be able to compose this in writing. Such is life with this headless, corporate monsters : (

Thanks again

[4_bathrooms]

---

@morphim wrote:

Unfortunately, there's nothing non-customer support on these forums can do, as I'm out of pocket and no one here can reimburse that or properly handle my complaint.

Ebay's handling of this has been disgraceful and full of false info & contradictions. Really incompetent.

---

Well, depending upon the circumstances you might be able to make a complaint to the Financial Ombudsman Service who could order eBay to reimburse you should your complaint be upheld. However, whether the ombudsman route is worth pursuing or not depends upon exactly what happened and how you came to be out of pocket.

Also, in many cases where a seller has been left out of pocket due to eBay not following their own published policy the decision can be successfully appealed once eBay's own written policy has been pointed out to them. Nobody will be able to advise which policy has not been followed without knowing what happened.

However, if you are out of pocket because you didn't understand an eBay policy and/or you voluntarily issued a refund to a buyer then subsequently realised you should not have you're almost certainly out of luck. There are some situations where it is better to realise you made a mistake, learn from it and move on.  

[morphim]

Thanks.

Ebay issued a refund, at my expense, despite twice saying this wouldn't happen, as the buyer's reasons were invalid.

So, if I went via the ombudsman route, presumable this would be in writing? How could this be presented to ebay?

Or, to point out ebay's policy to them, how would this be done other than by phone to customer services?

Thanks again for the replies

[4_bathrooms]

---

@morphim wrote:

Ebay issued a refund, at my expense, despite twice saying this wouldn't happen, as the buyer's reasons were invalid.

---

I'm obviously going to have to guess here. Did your buyer open an "item not as described" return request? If they did you had three days to either provide a return label or issue a refund. eBay do not arbitrate; even if you disagree with the buyer's claims you must upload a return label - it is an entirely automated process. The buyer can ask eBay to step in from the third day onwards and if a return label has not been provided they will automatically receive a full refund at the seller's expense as per eBay's Money Back Guarantee.

eBay's customer service representatives are notorious for telling callers what they want to hear in order to get them off the phone often giving wholly incorrect advice in the process. You say eBay told you the buyer wouldn't be refunded but do you have this in writing? If you were told this during a live chat session you will have a transcript of the full conversation but if you were told this during a phone call you likely won't unless you were sent a summary of the conversation.

---

@morphim wrote:

So, if I went via the ombudsman route, presumable this would be in writing? How could this be presented to ebay?

---

You would have to appeal a decision eBay had made. If you lost the appeal eBay would usually indicate it was their "final decision" allowing you to file a complaint with the ombudsman. Complaints to the ombudsman are filed in writing via an online form. You do not have to tell eBay you are filing a complaint with the ombudsman; you just need to obtain a "final decision" from eBay.

---

@morphim wrote:

Or, to point out ebay's policy to them, how would this be done other than by phone to customer services?

---

You tell them the name of the policy and read it back to them. Personally, when I need to I use live chat for pointing eBay's own policies out to them as I can simply paste a link to the policy into the conversation. However, unless you can elaborate further it isn't clear that eBay have failed to follow any of their written policies. 

[marco@ebay]

Hi morphim, thanks for your post.

If you confirm the item number of the transaction you're referring to, I'd be happy to send that one for review for you. However, to set up the right expectation, please note that if the correct decision was taken, the current decision will remain.

Thank you,

Marco