|Tue May 7 2013 11:04:20|
eBay Claim's Request for Tracking Makes No Sense
I got a notice from eBay that someone had opened a case, claiming the item did not match the description. (The description was fine, the buyer just didn't read it.)
Under "the buyer requested:"....Tracking information.
I purchased the shipping label through eBay. eBay shows that the package was delivered. eBay knows the tracking number. The buyer has the tracking number. The buyer says it's not as described, so obviously they've seen the item. It reached its destination.
Why would eBay offer this as part of a "not as described" claim?
When I clicked on "Respond", I was taken to a screen with a big warning... "We recommend that you provide tracking information. To qualify for Seller Protection, you must enter tracking information before this case is sent to eBay customer support for a decision... "
Where, exactly, am I supposed to enter tracking information? That box in the middle of the page would only send the tracking info to the buyer, who already has the tracking info and the item.
I'm pretty sure I can work things out with this buyer, they just need some help. But before I can respond to them, I just have to figure out if there's some place I have to enter a tracking number again before I respond, so I don't give eBay the chance to automatically decide against me on some technicality.
Perhaps I should add that I just lost a not-received case on a tracking number technicality, in which the USPS failed to scan the item at the customer's doorstep and the customer claimed it had never arrived, although the customer had made many comments about the item and obviously had it. eBay gave them the item AND the refund, and charged me for it. So yes, I'm cautious about tracking number technicalities.
Maybe I'm missing something here. Anyone else find a request for a tracking number at this stage to be a bit bizarre? Anyone else find that eBay's presence at this stage of customer care is getting in the way of taking care of the customer?