@triber wrote:
What do we do when a buyer messages that item has not been received, I usually refund after a certain time, but with the large delays, there are going to be many items not received. What do we do?
Hi @triber - definitely a frustrating situation all around, to be sure. I would advise the buyer of the likely reason for the delay and request their patience. If they open and escalate a Not Received request we would place it on an extended hold to allow as much time as possible for it to be delivered.
We will also be protecting you from any fallout from this (negative feedback, tracking upload/validated misses, 'late shipment' marks, service metric impacts, etc).
I know that you strive for exceptional service, but in this case I wouldn't immediately default to refunding the buyer without contacting CS first. Thanks!
@momcqueen wrote:
Hi Tyler,
Thank you for being here and thank you for opening the chat.
Now, I must warn you I am the opposite of a bundle of joy this week.
The situation with Canada Post and CUPW makes me angry. Another member, ypdc_dennis found this first: http://cupw-sttp.ca/overtime2.pdf
Allow me to quote from the CUPW directive to its Toronto Local.
“During our strike actions we have created a huge backlog of mail, which impacted the country and we can all be proud of that accomplishment.”
eBay sellers and eBay buyers are being treated as if we don’t matter in this dispute so my question is as follows:
What plans does eBay have to put pressure on CUPW and Canada Post and/or the federal government to fix this? This is holiday shopping time; it literally could not be any worse for sellers and buyers alike. Letter? Petition? Rally? Press conference? Meeting on The Hill? Dance Fight?
I resent being treated as utterly expendable by union and management executives whose salaries annually probably exceed what I’ll see in a lifetime. eBay Canada Corporate must have some clout; is eBay Canada going to use it? I eagerly anticipate your response.
My second issue is this by-invitation promo to save Final Value Fees on Toys in Canada. Apparently, it was only sent to people who DO NOT sell toys and have never sold toys. (The exception being one seller who sold one thing in toys that one time.) Of all those who self-identified being invited to participate in this promotion in this thread https://community.ebay.ca/t5/Seller-Central/Sell-in-Toys-Save-50-on-selling-fees-CDN-Promo/td-p/4123....... None sell toys. Nor would they have toys on hand to sell in order to save on the final value fees promised by the promotion. It would be funny if it were actually funny. Like if I, as a Canadian toy seller, was invited to sell something (and save final value fees on) I clearly don’t sell or have on hand just waiting to be listed like, oh I don’t know, maybe something like men’s footwear, gold bullion, military artifacts, vintage ashtrays, pomades, pickled eggs. Like?! Who makes these decisions? This one seriously missed the mark. Feedback for your promotion-seller-selection-team: I suspect a prankster switched the coffee in your break room to decaf because you are asleep at your desk. Wake up, please! Look at what you did before you hit Send.
Rant over.
Thank you.
Hi @momcqueen -
That's a really frustrating thing to read, to be sure. We're working on sharing the impact that this disruption has had on you as a business - one of the reasons we've asked for your input on how things have been going since the labour dispute began is so we can use your voices to help in our conversation with the government on this topic. More detail on that here, with an announcement board post forthcoming as well.
As to your call out on the promotion, I will definitely share the feedback!
Thanks for joining the chat this week - we're closing up shop until next week. See you around the boards! 😄
