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Mon Feb 22 2021 20:50:10

Buyer: eBay Won't Release Funds for Order Cancelled by Seller

By: Reader

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Dear Ina,
I just went through the customer service interaction from a buyer's point of view, not as a seller. It appears that customer service has moved from the Philippines to Ireland and you'd think any cultural obstacles would be less, but no.

A seller canceled my order and refunded my money but it did not go through because we no longer had a PayPal account. We contacted PayPal and they could not forward it to our established bank account because eBay customer service placed a hold on the refund because - get this - they filed a "item not received" on a canceled order!!! 

Another call to eBay customer service to remove this and they "opened a case" which took another week. I asked to speak to a supervisor, someone who could cut through this quagmire of red tape and was told, nope - despite numerous polite requests to take this problem out of the normal eBay flow chart.

I am most dismayed that eBay has automated to the point where my customers may receive this run-a-round. There is no way to break out of the written protocol when a situation does not fit a standard pattern. 

Still no refund because it keeps bouncing back between eBay and PayPal with no solution.

We used to purchase most everything through eBay to support the system. We're disillusioned. If only the eBay for Business crew could be dispersed to make customer service work.
Signed,
A seller since 2000



Comments (3) | Permalink

Readers Comments

Perminate Link for Buyer: eBay Won't Release Funds for Order Cancelle   Buyer: eBay Won't Release Funds for Order Cancelle

This user has validated their user name. by: Rexford

Tue Feb 23 11:32:42 2021

"I asked to speak to a supervisor, someone who could cut through this quagmire of red tape....."

Good luck with EVER getting a supervisor on the phone.  They are always "in meetings" or unavailable.   On several occasions I have requested for the supervisor to call me back when they are free and have been told that they would. Not once has a supervisor followed through.

I don't know what the opposite of Subject Matter Expert is but whatever it is it is the best descriptor of an eBay CSR.   Speak to 10 different agents and you will get 10 different answers and rarely do those answers address one's problem.  

I actually don't blame the CSRs. The training that they get must be abysmal.

Perminate Link for Buyer: eBay Won't Release Funds for Order Cancelle   Buyer: eBay Won't Release Funds for Order Cancelle

This user has validated their user name. by: iheartjacksparrow

Tue Feb 23 13:06:39 2021

@A Seller Since 2000: Go to eBay's Twitter account @AskeBay and post your story there. I've found that that is the only place that can actually provide help.

Perminate Link for Buyer: eBay Won't Release Funds for Order Cancelle   Buyer: eBay Won't Release Funds for Order Cancelle

by: West This user has validated their user name.

Thu Feb 25 19:29:46 2021

More and more corporate managers/execs are becoming completely disconnected from their customers.



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