This has been previously reported by me and mentioned in your newsletter earlier this year but it has resurfaced and once again is being met with a wall of indifference and confusion by eBay CSR's.
Buyers are receiving invoices or going through checkout and are not being asked to pay shipping charges. This happened to me four times in January, but after one call, and without any explanation of the cause, I did receive refunds of my costs from eBay into PayPal.
It has started to happen again. Five times in the past ten days, with no rhyme or reason. Yesterday morning I invoiced two items from my laptop - one was paid in full, the other was not.
The issue does not seem to be triggered by mobile payments or whether an invoice was generated by the seller.
Five hours plus in the past week on the line with customer service - the usual going around in circles but eventually a result - of sorts - the full listed shipping amounts for the first four items have now been credited back - not to PayPal where they belong, but against my seller account.
The problem was not acknowledged by CSRs 1 through 5, but eventually the last and most helpful CSR told me it was a problem they were aware of but that it was not happening to US sellers...then pointed me to the credit on my seller account which was processed two days ago. And of course I am a US based seller...
I do expect to decipher somewhere in their misleading monthly statements a Final Value Fee on this amount of course in the next few days.
Given that dealing with eBay is like being in a Kafka novel I'll take it as a result.
If you can get a CSR to confirm they have a supervisor they either don't take calls, or are on a call, and ask that they can call you back, and Tech Support doesn't have a phone number or an email address but the problem is going to be sent to them for review, not sure how, presumably by mail or carrier pigeon.
It would seem that getting paid properly would be a number one priority for any ecommerce seller large or small. eBay wants every penny from us and I accept the cost of doing business on their site, but why on earth do they feel it acceptable to farm out offshore customer service to well-meaning but uninformed reps in the far east as part of their business model?
Currently in my case eBay is out of pocket about $55 over the two occurrences - assuming that this is below average and affecting 1000's of sellers, it would look like a fee increase is on the way yet again - or perhaps the execs will cover it from their salary/bonus packages....
I imagine that the only reason I got the credit was through persistence, but hopefully all other affected sellers will receive it automatically...