Good Afternoon,

I have had an issue recently where i have been unable to send messages to some buyers. It is every buyer but only a handful some new buyers and some repeat buyers. 

I have had to message them due to personalisation details on their order missing however i just get a messages saying "send message failed, please try again". I got in contact with customer care via chat and they had me try a few things for example clear cache, try different browser  etc but still had the same issue.

They then passed me to someone from a "specialised department" who could help. 

I have attached there response, firstly they said my query was about shipping and then just told me i can only communicate with buyers via messages and then ended the chat. This was all done within 20/30 seconds not allowing me to respond which i found very rude indeed.

I had asked the first agent how i could contact a buyer as the email address is an ebay generated one and from previous experience the customer never receives this email as you always stop it. 

So why are we only able to contact buyers via ebay messages? Can this issue be raised? and also not being able to contact a buyer leaves us both in limbo as they are wondering what is going on and we cannot message them which will lead to either late dispatch or cancelled order both of which go against my seller metrics.

Thanks