Discounts?

[recped]

I'm confused!

Last Month (October)
0% Powerseller FVF discount (dinged badly on one dsr, I had a 4.5 on snapshot day)
20% TRS discount received

This Month (November)
5% Powerseller FVF discount (better numbers but not enough for 15 or 20%)
0% TRS discount received (I'm still TRS and have been continuously since before Oct. 20th

Seems odd, the month I get no Powerseller discount I get 20% TRS discount but the next month my 5% Powerseller discount trumps my TRS status.

Or is there something I'm missing?

[surplusdealdude]

I only got the 5% myself this month.

I've given up trying to figure out the hows and whys - it's easier to just look on the discounts a a gift and not worry about them.

[cartoonsinabox]

Hi Recped,

Its the same for me. got hit on the dsr. High discount then low discount. I don't seem to understand the system anymore.

Frederic

[nibor2dooh]

Similiar here but I got discount was not expecting was 1 over in a DSR but on eval day volume had popped higher so squeaked through. I was not expecting to get it. Whats weird to me is now a week later seem to be overr again by 1 in one DSR. Figure this out 4-5 then down to 2 on evaluation now back up to 5 on USA in one DSR category seems mathmatically impossible but this time worked in my favour , but have no idea how the calculations working

[nibor2dooh]

Should add looked at 6 months trending and does not explain it by rolling off earlier months

[recped]

Update

But first, an explanation of sorts, sure I want my full discount but the amount isn't that big, I'm really using this oddity to test out eBay support and see what kind of job they do at explaining and/or fixing the issue.

I decided I would contact eBay for clarification

-I clicked on Help and then Contact
-Had to experiment to ask a question that would give me a subject that looked promising
-When I finally was able to select "billing matter" I was given a choice of email or telephone support
-I picked telephone and was given a toll free number and a PIN (valid for one hour) to go with it
-I called the number (was never asked for the PIN)
-Navigated through 2 set of choices, picked "billing"
-Got a human in less than 6 rings
-Asked my question, after a short silence was put on hold for less than 1 minute
-CS asked if they could transfer me to Powerseller support (I agreed)
-Brief hold before Powerseller support came on the line
-Explained the situation
-CS says "I can't see you 5% discount because the invoice is "in process"
-Explain to CS rep how to pull up the transactions for Nov. 30th using a custom date range
-Walk him through step by step so he could finally see my 5%
-He theorized that after the invoice is finalized the 20% which he agreed I should receive will show instead of the 5%
-I said I would check again once the invoice is finalized and call back if it hasn't been corrected.

That's where is stands no, I'll check tomorrow to see what's up.

As a side note I mentioned how even with the 5% Powerseller discount applied the main page of my dashboard still shows 0% discount, he said "that's been a glitch for a while now".

[surplusdealdude]

-CS says "I can't see you 5% discount because the invoice is "in process"
-Explain to CS rep how to pull up the transactions for Nov. 30th using a custom date range
-Walk him through step by step so he could finally see my 5%

Oh, now I get it.

ebay's using the glitches to force us to train their support staff.;-)

[coxengines]

Your PS discount is applied as last item on your invoice either on the 15th or 30th of each month.

Just checked and our 20% is there for November.

I did not completely read up on the issue but I believe that the TRS discount will replace the PS discount at some point, no?

Bernie

[pjcdn2005]

I'm really using this oddity to test out eBay support and see what kind of job they do at explaining and/or fixing the issue.


Soooo how do you rate them on customer support so far?
:^O

[recped]

I did not completely read up on the issue but I believe that the TRS discount will replace the PS discount at some point, no?

Until April they are supposed to run concurrent, if you are TRS you get 20% if you are a Powerseller but not TRS you get the old discount structure.

Soooo how do you rate them on customer support so far?

So far I rate them pretty good, both CS reps I spoke with understood my question, were able to communicate reasonably well and were cheery (in a good way).

My invoice has now been finalized and I'm still stuck with the 5% so obviously rep #2 who was "theorizing" has had his theory blown out of the water.

I'll be calling them back shortly.

[recped]

Well it's interesting if nothing else.......

I called again, this time using the Powerseller support phone number.

Call answered and my PIN is requested (I don't have a PIN), instructions for obtaining a PIN given.

I go to My eBay to set up my PIN #

Call back to Powerseller support, oddly enough on this call I'm not asked for a PIN

Call is answered quickly, CS rep understands my questions and asks to put me on hold for 2 - 3 minutes

They come back on and ask me to hold for a further 3 minutes

They come back again and explain they have another rep assisting on the matter and can I hold again for 3 - 5 minutes

She comes back and explains that yes I do qualify for the 20% TRS, the issue has been escalated and she will contact me by email when my account has been properly credited.

I ask how long for this, she explains, perhaps 24 hours, no more than 72 hours.

I thank them and state that I will call back if I don't hear or see anything by Tuesday morning.

Throughout the rep is polite and apologetic.

And so it goes! I will update again if the credit comes through or I have to call back. It's been an interesting experience, although there is little excuse for the actual glitch I would have to say that the customer service experience has been pretty good so far. I've spent about 25 minutes on hold but that's to be expected and I don't mind the wait as long as it appears that progress is being made.

[snoopwiz]

In a similar but different vein, for my past 2 billing cycles, my dashboard states "You did not earn a PowerSeller Discount" yet, where it really counts, on my invoice, my earned 20% has been applied, for both Oct 15 and Nov 15 invoices.

Had the situation been reversed, dashboard showing discount of x% given but not applied to my invoice, i might be a tad more concerned. Anyway's, I phoned in Oct, was promised it would be looked after and if I saw no change for the Nov invoice I should phone them back.

Of course there was no change for Nov so I phoned, spoke to a very knowledgeable c/s rep, told me he was taking a "personal" interest in this case and will be escalating it immediately. He told me that it is just a glitch, easily fixable and will be done in 2 to 3 days and he will personally phone me to confirm.

Just looked, no changes yet but, well, its only been 3 days so, lets see if (a) the glitch does get fixed and (b) if rep follows through with his promised phone call.

[recped]

From my OP....

As a side note I mentioned how even with the 5% Powerseller discount applied the main page of my dashboard still shows 0% discount, he said "that's been a glitch for a while now".

[pierrelebel]

"she will contact me by email when my account has been properly credited. "... "no more than 72 hours. "

A week later, have you received your full 20% rebate by now?

[recped]

No but I did spend another 82 minutes on the phone yesterday following up the lack of the promised reply.

At this point I now have a promise that a really higher up muckity muck will send me a detailed message explaining why I don't quality. I'm supposed to wait for 5 days before calling back.

I got the distinct impression that if the CSR handling my call had the power they would happily give me the discount just to get rid of me (in a polite and tactful manner of course).

One thing that does bother me, I call Powerseller support but am answered by regular support, after explaining my issue I get put on hold, after 5 minutes I get transferred to Powerseller support where I have to start right back at the beginning including identifying and confirming who I am.

[pierrelebel]

"will send me a detailed message explaining why I don't quality"

That sucks. 😞

[craftycatsattic]

"In a similar but different vein, for my past 2 billing cycles, my dashboard states "You did not earn a PowerSeller Discount" yet, where it really counts, on my invoice, my earned 20% has been applied, for both Oct 15 and Nov 15 invoices."

Snoopwiz, let us know if they fix. I've had the same problem for my last 2 invoices but haven't called them since the discounts were applied, as you said, where it counts.

[snoopwiz]

As shocked as I am to say it, nah, nothing changed. The promised return phone call didn't happen. Dashboard still shows I didn't qualify, the invoice does show my discount earned. My billing is on the 15th so, we will see if there is any change then. But for now, I've put as much time into it as I am going to. Unless the discount doesn't make it onto my invoice. Then it becomes personal. 🙂

[cumos55]

The discount for October was confusing when I first saw it. There were two numbers.

Then I realized that one number was for the last 15 days of September at 15 %.

The second number for the first 15 days of October at 20 %..

[cumos55]

Criteria for TRS based on US Buyers

Criteria for Canadian buyers... global criteria

http://pages.ebay.ca/sell/July2009Update/Chart/index.html

is the table as of July 2009

and may help as a source of information