Top rated seller, power seller best way to contact resolution center on Ebay

Full Member
european1106
Posts: 5
Joined: 12 Feb 10
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9 Nov 10 02:05:06 pm
I am having the worst luck with ebay "customer service" or the lack of.

I am a top rated seller and a power seller and I have been trying to contact ebay by phone and by chat without any resolution.

Does anyone know how to speak to someone who can actually do something about a problem rather than read from a script and do nothing?

I have contacted them 3 times in the past week being on hold for hours or on chat with idiots who read from scripts.

I am really frustated and ready to close my account after 10 years.

Thanks a lot.

Site Admin
richellemonfort
Posts: 5220
Joined: 20 Oct 08
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9 Nov 10 11:16:05 pm
Believe me European1106 you're not the first one or only one who feels that way about eBay's customer service. We have heard others complain too!

Erika Garnica (our resident eBay guru) once suggested these contact numbers as a means of contacting eBay -

1-866-515-3229
1-866-442-3229

Maybe you'll get to talk to someone who can help you here.

If you don't mind my asking - what do you need to be resolved? Maybe we can suggest a few helpful links or tips from previous posts or articles related to your concern.

Hope this helps.


Richelle

Customer Support Manager
SaleHoo Group Limited
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Full Member
european1106
Posts: 5
Joined: 12 Feb 10
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10 Nov 10 01:25:39 pm
Thanks for your message. The 1st number I already have and the second number is no longer working. Ebay changes its numbers very frequently.

I have a problem regarding billing. I have a mistake in my invoice which is quite large so I would like to have it corrected before I pay.

I have contacted them several times and I get people who tell me that it would take 2 to 3 days to correct but after a week 1/2 and several calls nothing has changed.

Thanks for your help,

Sylvie

Site Admin
richellemonfort
Posts: 5220
Joined: 20 Oct 08
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10 Nov 10 09:23:01 pm
Sorry I wasn't to help out that much..I'll try to get hold of Erika and see if she can help you out further.

Will update soon! Or maybe she might just reply here on the thread.

Talk to you soon :)


Richelle

Customer Support Manager
SaleHoo Group Limited
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Site Admin
irene_salehoo
Posts: 2578
Joined: 21 Mar 10
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11 Nov 10 04:30:19 am
Hi Sylvie,

Hope these are the latest numbers.

To contact eBay by phone in the USA, use the following numbers:
(800) 322-9266 (888) 749-3229 (800) 717-3229

To contact eBay in Australia try: 011 (+02) 8280 64470.

To contact eBay from the UK call: 011 (+02086) 053 000. eBay hours are 7:30 a.m. to 5:30 p.m. Pacific Standard Time.

Let me know should you need further help.


Irene
Full Member
european1106
Posts: 5
Joined: 12 Feb 10
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12 Nov 10 01:09:15 pm
Thanks a lot. I will try these numbers.

Sylvie

Full Member
european1106
Posts: 5
Joined: 12 Feb 10
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12 Nov 10 01:14:11 pm
I did try the numbers. The 1st 2 are still good but I would need a 5 digit extension number to reach someone otherwise they tell you to go online through the website.

Would you by any chance have a 5 digit extension for billing AND the resolution center?

The last number has been disconnected.

Sylvie

Site Admin
irene_salehoo
Posts: 2578
Joined: 21 Mar 10
Karma: 
17 Nov 10 01:37:36 am
Hi Sylvie,

Sorry, I searched days for that extension number but couldn't locate any. :( I learned from this article that they have a Live Help. Link hidden: Login to view

I copy paste:

You can Instant Message them from the eBay Home Page.

Look under the Java/Sun Logo on the top of the home page. There is a tiny little blue link that called "Live Help"

Click on it and you will be taken to live chat. You probably will have to wait a few minutes for a customer service rep to come on the line.

While your waiting, start typing out your question.


Let me know if there is anything else I can do to help.

Kind regards..


Irene
Full Member
erika-garnica
Posts: 47
Joined: 22 Oct 09
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1 Dec 10 05:00:55 am
Hi Sylvie,

Sorry it took me a while to get the message about your issues and post a response here for you.

I worked for eBay for 6 1/2 years as a Top Seller Account Manager (and I'm a Powerseller/Top-Rated Seller myself as well), so I'm pretty well-versed on how things work on eBay. :)

I'm not sure why you've been having so much trouble getting in touch with eBay. I know for a fact that the 2 numbers Richelle initially gave you BOTH work completely fine and have been the 2 main Powerseller Support numbers for more than 10 years. I just called both numbers myself and they both work perfectly fine.

I've called eBay Customer Support many times, including recently, and I've never been required to put in a 5-digit extension number. Yes, that is certainly an option that is given to callers, but you're not required to put in any extension number to speak with someone in Powerseller/Stores Support, which is what the support team is known by these days.

All you need to do is ignore the prompt to put in an extension number and just stay on the line and/or select options from the various menus, ones which most closely match your question/concern, and your call will be answered as quickly as possible.

Of course, keep in mind that this is the BUSIEST season of the year for eBay, so it's natural that you might have to wait for a while or be put on hold for a while.

You indicated at one point that you DID in fact speak with someone at eBay a few times, but that nothing has been done to resolve your problem -- right?

What you may not understand is that it's not possible for anyone at eBay to change or modify an invoice after it has been issued, nor is it usually possible for anyone to stop the monthly billing system from charging your automatic payment method for the month, not to mention changing the amount that is charged, which has NEVER been possible, as far as I know.

Invoices are processed in batches of thousands at a time, and it's simply not possible to stop the process nor change the amount that is charged after invoices have been sent.

The best you can hope for is that any credits that are due you will be applied to your NEXT invoice. That may be the source of your confusion, and the reason why you believe nothing has been done to resolve the problem.

Have you checked your Seller Account Status page to see if any credits have been posted to your account? That would be the only place you would be able to see if the mistake has been corrected.

If no credits have been posted, do you know for sure that any credits or adjustments have been approved? Most eBay reps are only allowed to issue courtesy or other credits in very limited, restricted situations, and the amounts they can issue are also extremely limited.

Sylvie, I can imagine how frustrated you must be by this situation, and how urgent it may seem to you that the problem be corrected as soon as possible, but to be honest, for this type of issue during this time of year, a week and a half really isn't enough time to allow eBay to resolve this type of issue, especially considering that, as I said earlier, it's doubtful that anything can be done to change what happens with your current invoice.

Even if a credit or adjustment to your fees was deemed appropriate, 99.9% of eBay reps would still have to submit the request to their supervisors for approval, which by itself can sometimes take several days this time of year, given how busy the holiday season is.

So my suggestion is to try and put it out of your mind for AT LEAST another week -- continuing to contact eBay regarding the issue right now will most likely not help in any way, but could just prolong the entire process even further.

If possible, I suggest waiting until after Christmas to follow up with eBay if you still haven't seen the proper adjustment to your seller account.

Please feel free to send me a private message if you have any additional questions or concerns, or if there's anything else I can do to help.

Regards,

Erika Garnica
Theauctionguru


Erika Garnica
eBay User ID - Theauctionguru
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Site Admin
richellemonfort
Posts: 5220
Joined: 20 Oct 08
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2 Dec 10 09:47:39 pm
Thanks for your tips Erika :) As always, they are very insightful. Even if I'm not the one having trouble with eBay, I still learn from most of your posts!

Hope you can find more time to spare. All the best!


Richelle

Customer Support Manager
SaleHoo Group Limited
Sell more with your own professionally designed and search optimized e-commerce website. Check out Link hidden: Login to view now!

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