EBay is failing us. they've broken their seller protection promise now multiple times to us | Selling

canadian-liquidation-center · 2023-02-22T07:38:09.737000Z

I normally don't post in here infact this is the first time but this is so incredible it can't be ignored. Here in Ontario Canada we have a rapidly growing courier service named Stallion Express. They have a website where you can fully track shipments sent and are not just a small outfit they're rather large and I know for certain many eBay users ship with them.The newest service they offer is done by them and handed to a courier names GSX for final mile delivery. Normally when you enter tracking into an item not received case within 24 hours eBay's AI software will read the tracking and verify it against the actual tracking at which point it will enter a line stating the item has been delivered . Then when the customer takes eBay's prompt to escalate and ask for a decision the same AI software doing a humans job saving eBay millions each year recognizes that that seller provided tracking showing delivery and closes the case without penalty to the seller or refund to the buyer.This however is not the case with stallion express tracking with their own service , the AI does not recognize the tracking and does not verify it as delivered. When customer escalates it sides with the buyer and refunds them your money while penalizing you in your seller metric which will eventually lead to a top rated seller ( which we are ) losing their top rated seller status as a nice added bonus for eBay's utter disregard for the most basic of tasks (protecting their sellers) as is their promise in seller protection. YOU'VE BROKEN YOUR PROMISE EBAY !The first time this happened to me was in mid December and I spoke with customer service . They assured me that they would remove this from my record and escalate to a backchannel team who would possibly refund me and correct the issue. This was almost 10 weeks ago now and literally none of this happened.A second time this now happened and on the agent from the first times advice I contacted eBay and explained this and asked someone to verify everything. It was a supervisor I spoke with this time named Anna and she assured and I asked multiple times for clarity that she had now done something in her backround tool that would prevent this from happening since she personaly verified it's delivery and that she has also escalated the issue to an offline team to fix. She even tried to tell me that a person reviews the case and not a computer program which I know 100% to not be a lie. UI should have know that wasn't the only lie I was being told.Well I think you know what happens next. 12:03 this morning customers escalates asking eBay to step in. eBay AI can't verify the tracking because eBay programmers have not properly programmed it to do so ( A very easy fix according to my programmer friend ) and yet again for a second time my money was given to the customer defrauding me of what is rightfully mine that eBay swore to not let happened.A third customer has opened a case with the same tracking and I'm certain we're getting the same result. How do I get to a senior person at eBay ? Surely they can't be okay with what's clearly assisting customers in defrauding sellers because that's what is happening here. i've tried and had nothiong but lies and broken promises given to me on regular agents and supervisors alike. I'm not sure what to do next and if this is how eBay is going to roll we might have to start looking another direction. We can't have our partner assisting our customers in defrauding us for hundreds of dollars a month

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EBay is failing us. they've broken their seller protection promise now multiple times to us | Selling | eBay Canada EN