eBay Call Center Rant

[MissSpock]

o I have been dealing with eBay for returns and refunds the past few months and I have noticed that if you call them, they give you an advice and they don't update the case. So if you call again, you'd have to repeat what happened from the beginning. Different CSRs also have different - most of the time conflicting - advice.

For example, just today, I called eBay and my first call, I was informed that eBay will close the case on my favour. Two hours later, I called and the next CSR pulled up my case and told me there was no update on the case since few days ago when I started my return request. Then her solution was different from the previous agent's advice and she said she would contact the seller and instruct the seller how to do a partial refund. So I waited. Two hours later, nothing and I called again and you can guess what happened - last CSR had no idea of the previous calls and that the last update was still few days ago.

It has happened to me so many times that I struggle to see this as an aberration, but the norm. Once, I purchased an item that turned out to be a replica and it took several weeks before the case was sorted. It also involved several CSRs - same story, each one clueless about the previous conversation. Even with reference numbers given.

Sorry just ranting! This year, I hope to stay away from eBay - perfect because I'm on a ban anyway!

Im not sure why you would need to call eBay so many times in regards to returns?

If an item doesnt arrive or arrives but is not as described, then you follow the eBay money back guarantee. Contact the Seller firstly, then open a case (Not Received / Not as Described).
If not received, money returned. If not as described, returns label issued and when sent back, money returned.

If you simply want to return something, use the online Returns case.
Again if it because the item is faulty/incorrect etc there is an option for this, if it is a change of mind return there is an option for this also.
(Private Sellers do not have to accept change of mind returns, for example if an item doesnt fit or found cheaper elsewhere etc, but ALL sellers have to offer returns for items which are faulty/mis-described etc).

It really is much easier to use the online systems they have in place, or if stuck on anything the eBay community forums often offer much better advice than the reps sometime can. :)

Im not sure why you would need to call eBay so many times in regards to returns?

Because during those time I had a problem with the seller.

For example, the seller's address is a PO Box. Seller says they are only available on weekends that's why. eBay requires me to get a signature upon delivery. I needed to make sure that if I sent it to the PO Box, that'd be fine. So I called eBay and was advised to ask the seller their non-PO box address. Seller said PO Box is fine. I called eBay again, and this time they said PO Box is fine. I asked for email documentation that they advised this to be sure.

Several hours later, no email came. I called again, and I was told seller needs to provide PO box address. See the pattern?

My case yesterday. I declined the partial refund offer of the seller. Then seller sent me a message offering more through eBay messages since they can't offer anymore through the Returns process. I called eBay to inform them that I am accepting the partial refund. eBay told me they'd process the refund and close the case. I waited two hours. Nothing.

I called eBay and as far as the new CSR I was talking to was concerned, nothing happened earlier. No notes in the file. Nothing to indicate that the case was supposed to be closed by eBay and process the refund. She told me that the eBay will contact the seller and guide her on the refund process. I asked for email documentation again - which of course never came.

I called eBay again and of course, nothing about my two conversation on that day was on file. I had to repeat everything and I was told eBay will process the partial refund. Until now, I haven't heard from them.

The return process is clear-cut, sure, unless it is a straightforward return and you have to call their contact support. It's like they just take your cal for the sake of taking the call, then don't follow through.

told seller needs to provide non*-PO box address. See the pattern?

unless it's not* a straightforward return

Hello,

In regards to the PO Box address, was this the address on the provided returns label?
Buyers sending an item back for return using a seller/ebay provided label (or any tracked method) dont require a signature...the labels are tracked and as long as it shows delivered, or attempted the Buyer is covered.
If a signature was required then any 'dodgy' Seller could simply refuse the delivery/not pick up from the PO etc...it only needs to show attempted for this reason. :)

In regards to the Seller raising a partial refund amount and you then accepting...what reason did the Seller have for not simply logging into his Paypal and refunding that amount back?
If they say your payment is on hold due to the case being open then THEY should have given Paypal a call and Paypal would help them process the refund directly back from your original payment.
Once issued you could close down the open case. (Never before!) :)

Buyers sending an item back for return using a seller/ebay provided label (or any tracked method) dont require a signature

It is for high value items.

And the seller didn't provide returns label but sent me a prepaid parcel (I'm in Australia).

If they say your payment is on hold due to the case being open then THEY should have given Paypal a call and Paypal would help them process the refund directly back from your original payment.

Yup this was the reason. Seller said funds on hold.

Sorry, I meant "it does". For high value items, signature upon delivery is needed.

If a signature was required then any 'dodgy' Seller could simply refuse the delivery/not pick up from the PO etc...it only needs to show attempted for this reason. smile

My point exactly! I told eBay this but eBay still required signature on delivery because it was a high value item.

Use Ebay chat if you can get the option, they send you a transcript of the conversation so you will have a record of it.

Sometimes you will get a person in Ireland which helps as they are more likely to understand what is happening. The ones in the Philippines or wherever they are I find to be very helpful but sometimes they can't deal with things well if they are not something they frequently deal with.