How to contact eBay about technical issue ?

[dipmicro]

eBay combined shipping rule did not work. Again.

Customer was overcharged and I was overbilled.

When going through Customer Support menu, the only option it offers is Call Us.

I don't want to call eBay about an issue that is $1.50 billing error, but potentially big issue on their side, because it will take 1/2 hr and several transfers from person to poerson and I will have to repeat my explanation several times. I would like to send email with details and have the eBay IT deal with it on their own paid time, not on mine.

Any suggestions ?

[pjcdn2005]

You could send an email to Kalvin@ebay.com and ask him to pass it on the someone in IT

There are a couple of known issues though that they don't seem to think need to be corrected. Would you mind giving more information such as where was the buyer from.....actual wrong amount of shipping charged and what they should have been really charged.

When you've had this problem in the past are the buyers usually from the same country...perhaps the U.S.?

[dipmicro]

I have had Vincent's and Kalvins email but was not sure if this was suitable to route through such high channels.

The buyer was from US. My discount rule is $4.60 shipping discount, which pretty much makes free shipping on next item for all Canadians and Americans.

The rule works fine and it's displayed in all 4 items this person purchased. Sometimes people ask to combine and rule works fine too. Only in odd case it does not trigger.

Ok, I will fire an email to Kalvin. I am afraid you are right and they will not touch this issue just give  back my overbill, and that's one of the reasons I am reluctant to invest my time into reporting it via phone. I will simply keep sending it to Kalvin everytime we catch it.

Thank you

[pjcdn2005]

I'm not sure that it is suitable either..but it seems to be the only real option that we have. Phoning customer service seems to result in "it must be something you are doing wrong" OR

"it is a known issue and we are working on it"....(of course they have been working on it for a few years now..lol)

I think that I mentioned the following  before and it may not be the problem in your situation but I do know that it can cause problems in some cases because of the way ebay has set up worldwide shipping.

For example, when I look at one of your listings, click on shipping, then change location to the United States...I see one price for light packet U.S. plus a higher price for the United States using light packet international. Obviously the light packet international is meant for other countries but since ebay has included the U.S. in the "worldwide" definition, that is how it shows up. It doesn't seem to affect anything except in certain situations..usually with a U.S. buyer.

Since you don't have many problems, perhaps it doesn't affect combined shipping rules such as the ones you use. But it has affected the invoiced shipping cost in other situations and there does seem to be a couple of ways to get around it, so the info might help someone else.

[westernstargifts]

I had many problems with shipping not combining at checkout for over a year.  I changed all of my listings to exclude the U.S. from International shipping & set up a rate for the U.S. only.

A week or so ago I had one U.S. buyer who purchased a few items and she paid with one payment.  The shipping did not combine & she was charged over $18 instead of $2.75.  I issued a refund for the difference.  All were light packet for which I have free shipping within Canada so I didn't pay FVF on the shipping so there was no need to call eBay.

Any of the problems I have with shipping not combining are with U.S. & International orders.  The international ones are usually 1 item so I don't run into the problem as often with them.

This week a buyer from New Zealand was somehow able to pay more for shipping than I charge.  I charge a flat rate for Small & Light Packet.  He purchased 1 item and paid $4 more than I charge.  He said that he noticed that shipping to Australia is $6 so asked if it was all right that he sent $10.  New Zealand is not listed beside the rates for International so I think he just guessed at the amount.  I didn't think he would be able to change the shipping because, in my site preferences, I do not allow buyers to change the shipping.