|Mon Oct 21 2013 11:46:43|
eBay's Inflexibility Causes Buyer-Seller Tension
I had an extremely slow couple of weeks during the sequester when I sold off some older items at reasonable deals 9 or 10 on eBay, but the person asked me to delay shipping until November 10th so that his wife would be surprised.
I agreed then realized that this may jeopardize my discounts and top rated seller status right before the holidays.
I called eBay and was told that this was true, that I cannot comply with the customer's wishes - that it is all based on the date the "date that tracking info is uploaded" and that I could use this for my time to have 3 months to make it up and then if I am a "good girl" (my term) for the next 3 months, then it would not count against me as one of those times they would take exception.
My response was that I would prefer not to do that when I was providing a service requested by the customer and complying with their request which seems to be the goal... Maybe I would like to take a few days off one time or have it in reserve for an emergency since they say that they can't really make exceptions, and use my "go to jail free pass" when it was needed not squander it meeting a customer request.
He also suggested that I asked the seller to rebuy the items. This would mean refunding him quite a bit of money and hoping he would not find something else, canceling the transactions possibly and then making the CUSTOMER re-buy the items.
Initially the customer had put the items in his cart and asked for a discount and we agreed upon one, but this was not possible for eBay. I had to wait another day and hope he didn't find something else somewhere else off or on eBay.
How many sales are lost due to the inflexibility? The rep said sorry that's how it is. Even if you are doing as the customer asks you have to follow OUR program to be top rated.
I will call the buyer and see if I can ship the items early. eBay rep said the buyer would not be protected if he did not get these out from me but he would still have another 7 days to file with eBay and another 22 days with Paypal and Billmelater allows 60 says from delivery date to file. He didn't know anything about Paypal or Billmelater. He was acting like transacting with me was a huge risk when the customer was not worried about that, he had another goal besides the eBay one.
They are out of touch with customer service. Sometimes the customer does not want an item right away; they just want to secure it.
PS: He also said that he can't treat top rated sellers any better than anyone else because "the FCC requires that we treat everyone equally. " In what way I do not know. In shipping, in exposure to the search?