ebay Support Repeatedly Lying About Shipping Reimbursement?
Summary: papasoldhouse expresses frustration with eBay support over a shipping issue. Despite multiple agents suggesting that purchasing a label in-person would be reimbursed due to a technical problem, they later denied the refund. Other participants share similar frustrations about eBay's support system, noting questionable guidance from subcontracted agents and issues with shipping charges. reallynicestamps points out the oversimplification of eBay's shipping payment system and suggests alternative account options for discounted rates. Additional confusion arose when papasoldhouse experienced the same issue again with another shipment, leading to disbelief in eBay's handling of support for sellers.
Uh, this one is kind of a 'what the hell is the point' post.
I haven't used ebay as a seller long, but my products go fast and are popular.
I bundled a lot for a buyer in China (Hong Kong) and he paid the calculated shipping cost.
I went to buy a label, and could not - I assumed I was doing something wrong with the address, I was not.
I contacted ebay support the same day, they realized they also could not buy/print a label, so they submitted a technical support ticket internally and suggested that going to a shipper to purchase a label could be an option.
I contacted them again, as the time to ship was running short - the agent I spoke with this time said the technical ticket was still pending, but that I should go buy a shipping label in person and they can refund the cost of shipping due to their error. Great - I went ahead and did this.
After shipping the item I contacted them a 3rd time, the support agent said that they could refund the difference in shipping costs due to the technical error (still pending 8 days later) - But I would have to wait until the item had been delivered.
Item is delivered, I contact them again today. I am told that there is no problem, and that they can't refund a label purchased outside ebay. I reiterate that there was a technical support ticket internally - After being placed on hold I get a 'ah! There was a problem that has now been rectified!'
Great - how about that refund? It has been delivered, the customer is happy, and we are 5 days past shipment.
No, they cannot refund a label purchased outside ebay.
Why the hell, would 3 separate support agents tell me a completely different thing than my now 4th support agent. Why would they lie to me? To get me to ship the item instead of refunding the buyer and NOT sending the package? That is all I can think of and it seems extremely greasy.
I'm questioning selling another item on ebay because of this.
an_709184
·3 months agoNothing new, everything related to shipping on eBay is a sham. Bogus charges, errors with labels, overcharging, and no way to dispute charges. eBay will tell you to talk to the carrier, and the carrier will tell you to talk to eBay, thus running you in circles and wasting your time.
papasoldhouse
OP3 months agoOnce again, this issue has come up - with the same buyer.
Same issue, cannot buy the label. 1st ebay support agent said they created a technical support ticket and I will recieve a resolution in 48 hours. No answer in 48 hours, call them. 2nd agent says there is no technical support ticket - and that I should buy the label in person and charge the buyer the difference.
I'm honestly flabbergasted you guys use Ebay, what an absolutely shocking way to handle sellers paying 13%. Literally lies, and delaying until nothing happens.
What an absolute joke.
jtg204
·3 months ago · EditedI'm not sure how the rates to China will compare, but look into buying Canada Post labels from NetParcel or Shippo instead of directly from Canada Post. The rates might be the same as ebay's calculated rates, however I'm not sure how international services compare.
marnotom!
·3 months agoSlightly different POV here: I wonder if there was a misunderstanding on the part of the first three reps and, for whatever reason, they thought you had purchased a shipping label through eBay but you were unable to print it out so you had to resort to purchasing one from elsewhere for that reason.
papasoldhouse
OP3 months agoI don't think so, as that would represent a lack of communication skills. The first 2 agents suggested that I physically go to a store to buy a label, after seeing that they also could not purchase the label via the website.
reallynicestamps
·3 months agoWere you using eBay International Shipping or shipping directly?
The buyer's payment INCLUDES whatever you charged for the shipping.
So if the purchase price was $50 and the shipping charge was $10, the buyer gave you $60.
Did he?
And you take the $60, use $10 of it to buy a shipping label, whether on the eBay site or at the post office, and put the remaining $50(less fees) in the bank.
Now that is vastly oversimplified -it leaves out how eBay fees are calculated and the discounts available to eBay and SfSB members.
But basically.
You already got paid for shipping.
EBay owes you nothing.
papasoldhouse
OP3 months ago · EditedBuyer paid $65 - eBay cost was $65 - I paid $92.
All via ebay calculated shipping
I refund any shipping discrepancies to all buyers.
Edit: I think you're also completely missing the point
reallynicestamps
·3 months agoI haven't had my coffee yet but-- Was that $65 purchase price plus Free Shipping?
Or was it the shipping cost alone?
Are you using eIS?
Did you pay $92 for shipping alone?
What company did you ship with?
Have you checked the original listing to see what weight and dimensions you gave?
What service was the $65 based on?
papasoldhouse
OP3 months ago · EditedI'm so confused.
Purchase price was roughly $100 - dimensions accurate. The shipping label (charged to buyer) was $65 - the shipping label could not be purchased due to a technical problem with eBay- the issue was resolved 10 days after the purchase.
The carrier (in person) (Canada post) charged me $95.
The carrier discounted was $65 - the in person charge was $95. The buyer was charged $65. Ebay's site was bugged and could not purchase the label.
reallynicestamps
·3 months ago"In person charge"?
Do you mean you bought the label at the PO counter at full price?
Do you not have a Solutions for Small Business account with its (small ) discount?
https://sso-osu.canadapost-postescanada.ca/pfe-pap/en/registration/business?language=en&sourceApp=SMB&sourceUrl=https:%2F%2Fwww.canadapost-postescanada.ca%2Fcpc%2Fen%2Fsmall-business.page&targetUrl=https:%2F%2Fsso-osu.canadapost-postescanada.ca%2Fpfe-pap%2Fen%2Fregistration%2Fbusiness%3FforceVouchFor%3Dtrue&icid=cta_smb-pme_100
EBay did negotiate a better rate than the SfSB rate available to all who sign up. The SfSB account also gives access to Expedited service which is not available to the general public.
papasoldhouse
OP3 months agoYes the label was purchased at counter at full price:
reallynicestamps
·3 months agoEBay does have a better discount for us than SfSB which is only 5% off counter rates .
What would the counter rate have been if you had not used your SfSB account?
john_koenig99
·3 months agoPhone eBay agents are subcontractors, they aren't even eBay employees. So the information that they provide is questionable, at best.
I agree with you, it is very deceiving. Chat representatives are not much better, but at least you can keep a record of what it was discussed, as proof.
@devon@ebay Maybe you could help this seller with some valuable information?
papasoldhouse
OP3 months agoHow do you even get chat support? Is it not just an ai agent that will route you to a call center if you ask it enough?
The last guy even had the audacity to say 'this is a good thing because now you can sell more' as I have maxed out my monthly limit 2 months in a row with absolutely 'no chance' of increasing limits.
john_koenig99
·3 months agoThe AI bot will transfer you to a phone or a chat agent - sometimes gives the option to choose either one.
reallynicestamps
·3 months agoYou can ask for removal of restrictions on new selling accounts every 30 days.