eBay

ricarmic · ‎07-16-2016

I discovered today that I'm not getting my rebates for promoted (advertising) listings. With the anchor store I'm supposed to be getting up to $25 in rebates.

Remember I'm selling on .COM and my store is on .COM so I'm one of their problem children.

I sent off an email to the dedicated customer support group advising that I can see myself being billed for the promoted listings but don't see where I get the rebates as well as advising them of my .COM'ism stuff.

I'll keep you posted how it turns out..... the dedicated customer support is what I personally see as the greatest benefit of the upgraded fees structure if it works better than the usual support.

Stay tuned!

pierrelebel · ‎07-16-2016

"the dedicated customer support is what I personally see as the greatest benefit of the upgraded fees structure if it works better than the usual support."

We used to have something like that long time ago for "Gold" and "Platinum" PowerSeller when it meant something to be a PowerSeller.

The few times I used the "dedicated" service were largely a waste of my time. These folks did not seem to know that Canadian sellers ("legacy" users) could be PowerSellers eligible to their service.

sylviebee · ‎07-16-2016

I rarely look at my fees and when I do I usually find something that doesn't looks right.

Your post motivated me to take a look and I'm getting billed "advanced listing upgrade fees" as well a few insertion fees here and there and have no idea why.

Where/how does one fid this "dedicated customer support" feature?

ricarmic · ‎07-16-2016

It is only available to anchor store owners. If you are one, you'd have gotten an email and an ebay message with the contact information - a phone number and the email address.

pjcdn2005 · ‎07-16-2016

@sylviebee wrote:
I rarely look at my fees and when I do I usually find something that doesn't looks right.

Your post motivated me to take a look and I'm getting billed "advanced listing upgrade fees" as well a few insertion fees here and there and have no idea why.

Where/how does one fid this "dedicated customer support" feature?

Do you have uk visibility checked off for some of your listings? If so, that would be what those advanced listings fees are for.

ricarmic · ‎07-16-2016

Got an automated response that they received it, it says that they have received my request and will be working to resolve my issue over the next 24-48 hours.

momcqueen · ‎07-17-2016

Well, that doesn't sound altogether dedicated to me.

sylviebee · ‎07-17-2016

@pjcdn2005 wrote:
@sylviebee wrote:
I rarely look at my fees and when I do I usually find something that doesn't looks right.

Your post motivated me to take a look and I'm getting billed "advanced listing upgrade fees" as well a few insertion fees here and there and have no idea why.

Where/how does one fid this "dedicated customer support" feature?

Do you have uk visibility checked off for some of your listings? If so, that would be what those advanced listings fees are for.

Thanks. I didm't know that and now I know what to look for. If UK visibility is checked it's not something I did but every now and then there are phantom changes here and there.

ricarmic · ‎07-18-2016

Update, 54 hours and no response yet...... sigh

ricarmic · ‎07-19-2016

72 hours and no reply.......

momcqueen · ‎07-19-2016

I think you should tell Raphael tomorrow that the Premium Dedicated service is not meeting expectations.

ricarmic · ‎07-20-2016

96 (98 hours actually) still no reply....

I will put on the board, but tecnhically this will get it boosted faster than it would if I left it as is...

ricarmic · ‎07-20-2016

@ricarmic wrote:
96 (98 hours actually) still no reply....

I will put on the board, but tecnhically this will get it boosted faster than it would if I left it as is...

Board response was to call the number.

Called the number, was on hold for a while but did get a dedicated customer support specialist who was helpful.

Support person confirmed the email folks are way behind.....

rose-dee · ‎07-20-2016

@ricarmic wrote:

Called the number, was on hold for a while but did get a dedicated customer support specialist who was helpful.

Support person confirmed the email folks are way behind.....

I'm sorry to hear you've had such trouble with this. I'm sure a lot of anchor store owners were expecting that (finally) they'd be able to get some personalized attention.

It so often seems this way with eBay -- they roll out a new feature, get swamped or find out the feature doesn't work as planned, then use the roll-out as a test to make improvements in the way they should have been using testing in the first place.

I can only wonder if the rest of us peons will now be getting all the "rejects" and "leftovers" from CS serving us. Mind you, I don't think it could be much worse than it already is. 😄

ricarmic · ‎07-25-2016

Have another situation worthwhile to contact them again, this time:

Sold item to buyer (in russia) value $5

Month and a half later buyer puts in request saying not received.

I refund same day (get the ebay thanks note etc)

A couple days ago (probably the 20th) it shows up in my defect list as a refund due to out of stock situation, which is incorrect.

(I don't recall any ability for me to identify why in the request, and the buyer correctly opened the request as an INR)

So we'll see what happens this time....

(I never did hear back from the first one, however I asked the person I spoke to on the phone to close the ticket so theoretically I shouldn't have heard from them anyway).

pjcdn2005 · ‎07-25-2016

There is a post on the US Selling board about the same problem so there must be a glitch going on.

dutchman48 · ‎07-25-2016

Evey time their is a so called glitch, sellers get punished. Then of course Ebay know nothing about the glitch and denies it even if proof is given.

That is because their system is falling apart due to constant, needless, untested changes by staff that know absolutely nothing.

Ebay could care less about seller issues and it will only get worse until the only sellers left will be the Chinese in huge numbers and big box stores who get away with anything and everything.

ricarmic · ‎07-27-2016

Update!

Today I received word back from the support folks for the first issue presented on July 16 (11 days ago). They were polite, explained why and apologized for the lengthy delay and provided the same answer the person on the phone did. (Interestingly the ticket must not have been closed by the person on the phone or their notification didn't reach the email support folks).

I have not heard back yet on the second one(erroneous out of stock), but it's only been a couple days. Interestingly, the issue resolved itself overnight so it is no longer a problem. However, there isn't a way via email for me to contact them to tell them it is ok now (contacting just generates a new request/ticket number). Hopefully at some point they will realize this and provide a mechanism for the requestor to add additional information while the ticket is in progress....

ricarmic · ‎08-03-2016

Heard back today from the July 25th request. As I mentioned it was already ok again, which they confirmed.

Response this time was 9 days later, almost 20% faster than the first one. Probably as time goes by and they get their processes in order the response time will approach the advertised time.

sylviebee · ‎08-03-2016

After I read your post I decided not to use service your posting about.

I called instead and my problem was solved quickly. I've always found that CS for billing conflicts is excellent and unlike other areas which are almost always tedious and slow.