Elevate Your Customer Service with Our EBay Invoice Template for Customer Service

Ebay invoice template for Customer Service

today we're talking about ebay customer support and whether it's a nightmare or not having to deal with them hey it's don today we're going to be talking about ebay customer support everyone out there has probably had to deal with them at least once or twice even those new there's always some sort of issue whether it's something ebay did or a buyer or something you can't figure out not every call to ebay is obviously over an issue they may just be calling or asking some questions sometimes i call ebay and just want to clarify what they're saying and some of their rules and regulations sometimes they're so vague there's no way to really tell what they mean obviously that's intentional to cover themselves which every company does now there's two main ways that you have to get in touch with ebay customer support now if you have an anchor store above i think enterprise is the name of the next level up you get free telephone support no matter what so i can call somebody right now with my anchor stores and i can get immediate support from somebody there via the phone as long as it's during normal operating hours of course so i've been able to do this all but i think maybe six days i couldn't get through on a phone when the pandemic lockdowns first started so other than that i've been able to call them this entire length of time so it's a good option they usually can answer my questions the customer support for anchor store and above now i'm not sure if this is the same thing i'm assuming it is as what they used to call concierge support which was a feature they've given away and things like that it's the same basic uh support that that you get with an anchor so because they've even answered on the phone when i've called concierge on a couple of occasions so now the other option would be to email them through ebay for business again ebay for business through facebook now that option works very well now i've used that option many many times because it's so much easier i can just type in a quick note hit send and be done with it i don't have to wait i don't have to worry about anything else it's usually something that's not essential it's not important closing a case or a question on something or i was overcharged and hey fix the bill i don't need to talk to somebody so that option does work they've pretty much fixed every issue by the rules by ebay's user agreement uh that i've requested uh the bill wise i've always had them fix it there's never been a complaint or an issue from my side that they didn't take something off they've always sided with taking it off every time now whether that's me accidentally hitting like a bold or something that adds two to four extra dollars onto your listing they've taken those off as well i haven't waited to the end of the month usually i catch them pretty quickly i do go back over our listings at the end of the day just to make sure i make mistakes everybody makes mistakes you're going to expect them now nightmare scenarios with ebay and calling them the biggest complaints i hear right this very second are all tied to shipping related delays i do have another video directly covering this i have a link right up here for you that discusses the whole aspect of it and i actually talk about what ebace policy states they have actually added to the policy pages very specific terminology that states things like if it's delayed due to uh issues out of your control whether it be weather or the service provider again the post office ebay is going to remove feedback related to that i've heard horror stories i've even been sent screenshots of people's feedback and i've verified it's legit feedback that should have been removed i've even been sent emails from people that show me some of these that weren't removed and even the conversation back and forth where they were discussing that it states that they're supposed to remove it so you know it just depends on who you get so there can be some nightmare situations on there obviously the feedback's based on 100 scale so if you have 100 listings you get one negative feedback it's down to 99. you have 60 it's going to be even lower than that drastically lower because that one feedback is a higher percentage of the overall so most people just starting off this is a huge issue to them it's important my feedback i take 100 serious i do everything in my power to try to fix every issue if it means i lose a little money i give them something else depending on the situation of course if i messed up i handle every single aspect i can every single step now obviously if it's something a scam or something like that i request proof and all that sort of thing as i said most people do as well have issues and do call ebay no matter what point you're on you've probably talked or messaged ebay at some point in the last year i would bet i've opened many cases myself we've had missing mail coming and going clothing books all sorts of things like that one thing i should say and one of the biggest secrets to getting ebay to help you and to fix the issue is to not yell not be angry not go off on them or anything like that being nice cool calm and collected will help you to get a better result they won't be stressed out they won't be mad there won't be any other issues they will try to help you because you are being nice you are being considerate to them most of the people you talk to on the phone are just giving the information that's been given to them it's not their fault if they don't know something or the answer you get isn't what you want sometimes what we see or think should be correct isn't correct by the user agreement ebace policies internal aspects or things like that you know you have to take it as it comes getting mad at anything or any person you're dealing with at ebay will never solve anything not only that it could get you kicked off for being nasty to one of their employees you can get booted from things like that disrespectful comments uh threats of course you would get booted off for as well so don't be nasty don't be mean take it very calmly be very professional handle it appropriately even if it's not handled appropriately on their side you getting upset about it and yelling at them isn't going to fix the issue if it does happen where you're sure you are right you're looking at the past you know what it says everything is on your side but yet they're still not answering it i would just call back and talk to somebody else at another time an hour later 20 minutes later or something like that another day if that's what it takes there have been many cases where the first person i talked to gave me a very obvious incorrect answer but that's the way the conversation was left they assured me they were correct i just called back and got a totally different answer that matched what the policy said it happens with every single company it's not an ebay thing it's not ebay trying to get any of us it's not ebay going after us the people answering the phone are just like you and me they're not in charge of anything there's layers on top of them there might be three or four more people ahead of them or on top of them before it even gets to somebody who can change or direct or specifically state what a policy means they just go by what's scripted for them i've been to facilities like that i know what an it desk looks like i know what the scripting looks like it's the same basic thing for customer service i know a lot of people want to be mad want to be upset you have all due rights to be upset over some of those sorts of issues when they're affecting your account but it's not going to solve a single solitary thing it will make it worse you'll be more aggravated i find being nice and smiling when someone's all upset with you and just being calm cool and collected usually solves and lowers their level of angriness calms them down as well they can also mark it down on your account for how you treat people which will affect your store your level whatever you're doing on ebay you can get booted from nasty conversations from them now i'm not going to say i've never never went off or never been upset on the phone before calling or anything like that the point of it is though it's been years since i've taken that attitude towards it it's never solved a thing i get so much better results these days from just being calm hey can you fix this please take a look at this is there something you can do i didn't do this or this is a mistake or read the person's comments from the buyer all those sorts of things usually satisfy ebay and then i'm able to get the situation fixed as i said too not every situation that you think should be fixed is going to be fixable there are many different factors that ebay looks at just like any other company does in this aspect i don't go after ebay customer support i completely understand the situation i've been over places where we've had customer support and had to deal with that as well so take it professionally treat them properly and you'll get far better results than anything else now with the feedback issues over shipping and you're being dinged possibly for late arrivals and stuff like that i don't have any answer for it i know as i said what it says in the policy and again if you back up a little bit in this video there is a link posted up there that you can see another video where i actually show ebay's policy pages and you can read it for yourself what it says so they say they're not going to levy it and as i said i have received screenshots that then i went to that person's live account and checked and sure enough ebay isn't removing all of the feedback over issues of delayed uh delivery now if you didn't mail it out in your stated time it's not going to save you you have to mail it out in the state of time regardless of any other delay from that if you hit the mail you quoted a 24 hour ship time and you shipped within that 24-hour ship time you should be covered by what that policy states word for word you should be covered now as an anchor store with top-rated seller plus status i get a report maybe other levels get it too i don't know but i get a report when ebay takes action and removes defects feedback and things like that automatically from my account and i know this last month i had more than ever before done which i think was 12. so i don't know what it is whether it's dings from delayed arrivals or anything like that all my metrics for my store level is still top rated everything is within the margin so any dings that hit me were removed and covered automatically from ebay's side again i i don't have any complaints but i completely agree with those who have sent me images and others who are saying that they're not taking care of issues properly because i've seen them with my own eyes i haven't again experienced them but i have seen them obviously it's to each his own as to how you deal with ebay yourself but being angry and upset just isn't going to fix it even if they won't remove it calling back and talking to another person would honestly be your best bet if you can't call back obviously email to ebay for business explain the situation give them a breakdown on why you met everything show them that it was sent out within a certain time frame show them that the mail picked it up that day show them the scans and show them what the feedback is that you want removed and why it should be moved if the person is complaining that it took forever to get here it's your fault that's obviously not the case if you provide all that information and point out the dates to them it may be very obvious to you but if you don't point out word for word what your case is you may not have someone on the other end who is following what you're saying or maybe doesn't care i don't know but the point is i break it all down and do a complete explanation like i'm filing a report step by step everything that's wrong with the feedback here's a personal good example of that we had somebody give us a negative feedback it was a few months ago it's not on my account anymore obviously um and their feedback was that the comic books i sold and they bought a bunch of comic books weren't bagged and they wanted bags with them they were complaining about the bag issue well nowhere in my listing nor anything in shipping or anything like that stated they would be bagged and carded which is what they were asking for and i pointed they're asking for something that wasn't stated or included into the listing being bagged now they were bagged they just weren't bagged in comic book bags because it was a bundle of comics and i don't go there and spend my time to bundle them when it's a bulk lot like that so and that's how i've sent them out for years you know i don't bag up every single comic book in a comic book bag and card it's just not worth it for a three dollar comic a five dollar ten dollar comic book in my book other people may say otherwise but the point of it was they were asking for something that wasn't included and sure enough ebay removed that feedback i've had other ones that ebay has removed for similar issues another one that i see occasionally is somebody will leave negative comments and a positive feedback you can get those removed too you can't do contradictory feedbacks you can't leave a positive feedback that's negative in textual statements same thing goes for a negative you can't leave a negative feedback that basically makes a positive statement even if they're being sarcastic about something if it could be read as a positive thing it contradicts what the level is and ebay would remove those as well neutrals may be a different story but if you're nice you can get a lot more action out of things like that so customer support is basically a mixed bag depending on how you handle it but that's the topic for today hopefully you enjoyed the video if 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