How can I get my case escalated higher up within eBay - hitting brick wall with Support Team

[spd800c]

As a seller I have been short-changed by eBay and treated very unfairly.   I have repeatedly requested escalation to higher up but met with 'deaf-ears'.  Can anyone provide details for how a case can be escalated beyond the Support Teams in India or can anyone provide a UK email / telephone number?

[gindygoo · Accepted solution]

If you paid Pack link via PayPal, open a PayPal service not received claim for a full refund?

[spd800c · Accepted solution]

ok that is worth a try - I guess

[spd800c · Accepted solution]

...will update.  In the meantime I found this useful link for their director of customer services https://rocketreach.co/antonio-naddeo-email_13472819

[spd800c · Accepted solution]

Thanks gindygoo - paypal refunded me as they ruled in my favour. I swear NUT to use Pack link - Amen

[john1297576]

How have you requested escalation? What are you trying to escalate?

The only case a seller can open is an Unpaid Case, and that is escalated after 4 complete days by answering the question have you been paid. Anything else you have been trying to do I cannot imagine.

You answer NO and case closes, you get a refund of the selling fee and can safely relist.

[spd800c]

It is a simple case of eBay not assisting me with the seller for something I sold. Buyer claimed non-delivery, eBay refunded him postage and item cost - I lost out on postage as nobody refunded my postage. Pack Link handled the shipment and labeling and Hermes was meant to deliver. It turned out that Hermes driver did not bother to deliver yet I was still charged by eBays Pack Link services. Without checking/investigating delivery was made or not made, eBay refunded buyer. Pack Link has been very unhelpful and so has been the eBay support team (India based)

[spd800c]

I found the head office contact details including CEO

[tobiasd4]

If item not delivered, you have to claim from packlink yourself,
it is not automatic as sellers can use any carrier they wish.

[spd800c]

Update - I found details as to complaints to CEO/Director etc. I will try and get refund via paypal

[tobiasd4]

Explain problem to us & we will try to help.

Most cases are automated, so no human looks at them.

[spd800c]

Really appreciate any help as the human beings from MARS - sorry India call centre have been far from helpful.

In short I sold an item, buyer stated no delivery attempts made. Hermes tracking showed delivery attempts made. Who is lying?
I asked eBay to step in and help me – eBay, gave full refund of item and postage without investigating the delivery. No body issued me a refund for my postage via Pack Link to Hermes.
Phoned Hermes, they stated they cannot deal with me directly and that I need to go to eBay. Contacted eBay and they told me to go to Pack Link. Pack Link maintains that delivery attempts were made before item was sent back to me. It recently transpired (via eBay call centre in India, Customer Support) that Hermes investigation found that delivery was not attempted at all. Pack Link requested I send buyer DOR form to sign and state that delivery was not made, buyer refused to sign and return form. Pack Link will not accept messages or Hermes Investigation report clearly stating that no delivery attempts made and thus will not issue refund. Requested eBay to get buyer to sign and return DOR form but no response. Most of my emails to eBay support team (India) have been met with inadequate responses (i.e. refusing to answer my questions and refusing to assist me with the case).
I have been hitting my head against a brick wall with eBay support team. The only decent response I got was from Sarah from eBay Ireland who showed that not only she understood the issues but also my frustration.

I have been unfairly treated both from a customer services angle and from a financial angle. My only wrong doing was ………

………..I sold an item via eBay!

[tobiasd4]

You lost case because tracking did not show item delivered, that is ebay policy.
You bought postage through packlink so have to deal with them not hermes,
Packink should have refunded you if they can't deliver or return parcel to you, assuming you put return address on.
This is yet another reason NOT to use packlink, too many people involved,
either buy postage from Hermes website or use PO (Royal mail).
Sorry to say, but you are unlikely to get refund.

[spd800c]

Ok so other than as it seems Pack Link is a demi-god.... do you have any contact details to escalate this beyond customer services rep at Pack Link? Address and packaging was good, eBay maintained that delivery attempts were made and they let slip that in fact no delivery attempts were made. I was kept in dark. They said the investigation would be carried out by Pack Link yet Hermes sent them their delivery investigation report concluding that the driver made no attempts. If that was so, why did eBay not communicate this over to Pack Link?

[tobiasd4]

Sorry, as I said I never touch packlink, try using help & contact at top of page.

[spd800c]

nop - tried that. Quest for Pack Link complaints procedure goes on. Thanks for the help so far