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Appealing a decision made by customer service on a public holiday!?
Summary: **stargames** describes a situation where, after sending a second item to satisfy an unhappy customer, eBay automatically refunded the customer, despite the public holiday in France. Postal tracking did not show the final delivery and the customer did not close the dispute. francexpressdeal explains that the decision may have been automated or made by an international customer service team and suggests contesting it. **stargames** expresses confusion and frustration at a claim that did not succeed and the automatic closure of the dispute, even after active initial follow-up. He ends by thanking them and wishing his interlocutor a good day.
Hello community.
Following a claim for an item not received, I made a second shipment to satisfy the customer, and eBay refunded on a public holiday.
The customer contacts me and asks me for a price, and I price myself lower than **bleep**.
He orders and pays.
During delivery there is Ascension Day, so the delay is extended.
I send it by tracked letter (small item).
The first tracking shows a postal scan of the shipment but after that nothing more.
The post office is working very well and yet there is no update.
I can't know whether the shipment is lost or delivered without a scan and therefore forgotten by the postal worker.
I offered the buyer another shipment (no reply from him, strangely—why doesn't he care?)
The tracking is active, but customer service has a hand on the postal server and on the check, since today is a public holiday customer service refunds the buyer.
Customer service closed this dispute at 03:57 am, so for me in FRANCE in the middle of the night.
It's surely an automatic loot otherwise how can we explain, on the part of customer service, a failure to read the commercial exchanges, a decision made at night without asking for more explanations from the seller and especially on a public holiday?
The buyer was refunded and tells me that he received the same from **bleep**?
Vintend or is it more expensive?
The first shipment, not scanned by the post office, wouldn't have arrived at your place by any chance?
And eBay, you don't take the second shipment into account even though the seller is thinking about the buyer experience and making sure it goes well?
eBay tells me that I must use a delivery service with valid tracking!
Okay, but that's what I did!
Isn't the eBay dispute already closed before the delivery time for a postal dispute with LA POSTE is even up?
I didn't wait for that deadline to satisfy my customer 😍 and you don't take that into account?
My questions to the community are the following:
Have you ever seen a decision made on a public holiday (Whit Monday) with the almighty god "customer service"?
Are the sellers us or EBAY?
francexpressdeal
Mentor1 year agoHello @**stargames**
"Have you ever seen a decision made on a public holiday (Whit Monday) (...)? "
2 possible reasons:
- Your dispute was handled by an eBay customer service team other than the one for ebay.fr (the customer service team in your buyer's country). A public holiday in France isn't necessarily one in another country.
- Most likely: your dispute was handled by AI. In that case, it relies solely on deadlines and closes the dispute once those deadlines have been exceeded.
The problem is that your buyer should have closed the dispute when you sent the second shipment.
You can always contest eBay's decision.
**stargames**
OP1 year agoThanks for your response francexpressdeal !
For the info, my buyer is in FRANCE .
I’m being blamed for not having used a valid delivery service even though the parcel was scanned at departure and en route but not on arrival .
eBay’s AI should take into account public holidays in FRANCE and therefore the specificities of the territories with the weekends, and I think that’s what should be reviewed .
The deadline hasn’t even been reached to file a POSTAL claim .
Why not contact the seller when it’s them who handles everything ?
What do you think?🤔
I filed a claim but I don’t have much hope; I’m at 2 strikes since the start of the year, totally inconsistent but still hurtful from customer service .
francexpressdeal
Mentor1 year ago@**stargames**
"What do you think?"
It doesn't matter what I think.
I already replied to you: "your dispute was handled by AI. In that case, it relies solely on deadlines and closes the dispute as soon as those deadlines have passed."
And indeed, regarding your appeal, there is little chance it will succeed since your tracking does not indicate the item as delivered. And it is very likely that the fact of having made a second shipment will not be taken into account.
**stargames**
OP1 year agoThat was good customer service.
Since the tracking information does not show that the item was actually delivered to the buyer’s address, we had to rule in their favor and grant them a full refund.
As a seller, you can protect yourself against item not received disputes by providing tracking information that shows the item was actually delivered to the buyer.
In addition, when the buyer confirms receipt of the item via eBay messages, this prevents an item not received dispute from being opened against you.
We invite you to contact the carrier to file a claim for compensation from them.
Thank you for taking the time to contact us and for trusting eBay. I wish you a great day.
We thank you for contacting us and have a good evening.
Haha it's a holiday today, for a postal claim the deadline hasn't even been reached and eBay doesn't take a second shipment into account.
That's how it is as usual.
Thank you and take care.