Dear Mr Wenig, Dear Mrs Jones:
I am once more compelled to write to you about the incoherence of your seller performance policies. I am also adding Ina Steiner to alert other sellers who may be confronted with the same issue.
Needless to say I spent about 1 hour as usual to try to sort it out but according to a "well trained agent" called Nina (quoting her words) and in spite of a reasonable conversation with an inflexible supervisor called Nancy, it all came down to nothing. You might also be interested to know that they almost played the trick of " You are cutting off, I cannot her you" but it did not work. I hope that you will listen to the edifying conversation when you have a minute.
Long story short, on Sunday May 26, I sold the following item: (redacted). I got paid almost instantly. Less than 30 minutes later, I received an email from eBay titled "Suspicious Buyer for Item" urging me not to ship. Here is the actual text:
We recommend you take the following actions if this buyer won the item:
- If you haven't received payment, don't complete the sale or send the item to the buyer.
- Don't communicate with the buyer directly.
- Verify any payments you've been notified of by logging into your payment account (or other online payment service).
- If the buyer requests a refund or additional payments, don't send any money without contacting eBay first.
- If you've already sent the item, try contacting the shipping carrier to find out if you can stop shipment.
Until now, I feel fine being protected by eBay from a potential fraudulent buyer. The only problem is that I have been paid for this item and I am not sure what to do.
Moving forward 2-3 days later, I still have not heard anything from eBay about what I should do. So I call Customer Care and to my surprise, they tell me that is is OK to ship the item, that the buyer is not fraudulent. Obviously, had I never called, I would have never guessed. The only problem is that this is happening 3 days after the sale and my performance dashboard show that I am not late in shipping. I then ask the rep what to do about this and she "assures" me that the defect will fall off as soon as I ship the item. The next morning, I ship the item.
Moving forward to today, I check my dashboard and as I somewhat suspected the defect for shipping late has not yet fallen off. So I call again Customer Care and I am being told that they cannot remove it since I am still a top rated seller and that I should call back should I ever lose my status. I argue that I have been a top rater seller for months and it is unlikely that this will happen in the near future. Also I argue about the fact that should I ever lose my status, it is likely that it will be too late to remove it. Believe me, I have had more than one unpleasant conversation with your team about removing a defect and being told that they cannot do it after 2-3 months after the problem happened. I escalate this to the supervisor who basically endorses the agent's decision.
To sum up, I made a perfectly legit sale, you tell me not to ship, I never hear from you, then you tell me to ship which creates a defect on my performance and you basically tell me that you cannot remove the defect, even though you are directly responsible about the defect!
I hope you will admit that this is a joke all the way to the end! I hope that you will help reach a satisfying resolution. At the end of day, this could have been solved in 5 minutes had the issue been escalated to the right team authorized to remove such defects.
I look forward to hearing from you.