Ebay not responding to customer service requests
Summary: motivateduser experienced an issue with eBay while trying to issue a partial refund due to a technical error on the website. Despite contacting customer support multiple times and being advised to have the buyer initiate the refund, the buyer refused further communication and left negative feedback. eBay's policy suggests feedback should be removed if it's due to a technical issue, but motivateduser only receives form responses. marnotom! discussed the possibility that the buyer may not fully understand the process and noted that the feedback also mentioned an unrelated complaint about a missing power supply. motivateduser confirmed that a technical ticket was opened but was unable to resolve the issue.**
Does ebay actually look at this?
I am thinking of going nuclear.
I received negative feedback because I was unable to do a partial refund due to an ebay technical issue on their website. eBay suggested that I ask the buyer to initiate the refund, but the buyer didn't want to do that, or communicate further, and left the negative feedback.
I document this, talked to customer support, but I keep getting form letters back (5th time) saying that I should contact the customer (which they don't want), and ebay doesn't acknoweldge the Order Issue that was opened. Seems like I am circling the drain.
Suggestions?
dinomitesales
·1 week agoCan you just ask the buyer if you can PayPal him $20 (or eTransfer, if they live in Canada), and in exchange they can revise the feedback?
Unfortunately they don't understand that there is some sort of eBay glitch going on - all they see is a seller not giving them the partial refund that was seemingly agreed upon.
motivateduser
OP1 week agoThat is correct. Here is the problem. I tried to issue the buyer a refund as the buyer requested, but the ebay site had a technical issue so I was unable to issue the partial refund. I contacted ebay, and after their support team was unable to rectify the problem on the ebay website, the ebay tech person suggested I ask the buyer to initiate the refund. The buyer refused, and indicated they wanted no further contact. (it is all in the email trail).
So, as per ebay, their policy is to remove feedback if caused by an ebay tech issue, and the buyer themselves indicated that they would have given me a 5 star rating if I had done the partial refund. For some odd reason, every time I talk to a customer service person, they review the correspondence and agree the feedback should be removed. They then escalate it to another team who (multiple times) just respond back with a form letter that indicates they haven't reviewed the case.
P.S. thank you for responding, I have had so many form letters. Really ,thankx for listening
marnotom!
·1 week agoSounds like this buyer doesn't really know all the eBay ropes yet. They can't give you a "five star review" as feedback, only as a component of a detailed seller rating. They may not understand how the buyer dispute process works, which may have contributed to their refusal to open a case, thinking that it meant they would have to return the item.
Having said that, they do have a legitimate complaint about the lack of information on the power supply, and that complaint takes up the bulk of their feedback comment, which to me suggests that their complaint is more about the power supply than the refund SNAFU.
When you were dealing with eBay customer service and tech support, did anybody tell you that they were opening a ticket for the refund issue?
motivateduser
OP1 week agoUnfortunately you can only see have the picture. A technical ticket was opened (I have the number). I made it clear to the seller that ebay said the buyer had to make the request for a partial refund. The buyer did not want a total refund, and the buyer said they would have been 100% satisfied with a partial refund, which I could not do, due to ebay technical issue. Live and learn I guess.
marnotom!
·1 week ago · EditedThe way I read the feedback, the buyer's main gripe is that you didn't include a picture of the power supply for the effects processor. Because that complaint is included with the feedback, I don't think you'll be able to get it removed.
Did the buyer file a "Item Not as Described" case? I don't get the sense that they did, and I think that's what customer service is trying to communicate to you.