Most Dissapointing and Unprofessional Trust And Safety Team!!!!

[creative_pursuits]

Dear Friends,

I am A Powerseller on ebay for the last 2 years with a good record.

Recently,due to unavoidable circumstances,as my mom was critical and i was busy,there were a few instances(11 to be precise) where the item cud not be despatched on time and the buyers had opened disputes,lodged negative feedbacks etc....I can understand that this led to me coming into the bracket of a Non-performing seller and With due respect to the ebay policies,i accepted it and took all possible measures to resolve disputes and all the disputes have been closed except two(one feedback related and the other case is where the INR dispute has not been closed by the buyer yet.

I have already despatched the item to the buyer on 1st august and it has been received by the buyer on 3rd august and the most important part is that after receiving the product,the buyer has left me a positive feedback...IS THAT NOT PROOF ENOFF FOR THE TRUST AND SAFETY TEAM THAT THE ITEM HAS BEEN DELIVERED?????EBAY shud realise by now that Buyers sumtimes just dont bother to close disputes once they get the item..they dont really understand the gravity of the seller's situation.There has been open appeals for dispute closure and the appeals have not been responded...can't ebay see this????

About the feedback issue,The buyer had a grievance that the saree sent did not have the blouse piece and i very well know that it did have the blouse piece.Inspite of that ,i offered the buyer full refund or exchange offer but he has turned a deaf ear and just not replying back.

Now where am i at fault???Dint i do the best possible???

There are records on ebay where i have communicated with the buyer...Is that not enoff proof for ebay that the buyer is non-co-operative???The buyer probably wants to damage my reputation and nothing else???Isnt that obvious from his silence???

Thanx to ebay policy that they dont interfere in such matters to have a safe neutral trading environment!!!!I have also contacted the buyer on telephone but everytime he just says there was no blouse and bangs the receiver down without even accepting a refund or exchange.so now the only resort is Third party ODR india, the great!!!!

The best part is i have already initiated the filing of this feedback related case with ODR INDIA by paying the requisite fees thru online transfer and emailing ODR INDIA the full details on 15th august.After several email reminders to ODR INIDA(its gonna be almost a month now),they have still not even acknowledged my mails,leave the payment part....what am i to do if all the system is so weak!!!!!If ODR India itself is such a problem giver where do i go further to resolve issues????

Now the Award bestowed upon me by Ebay for all these efforts is SELLING RESTRICTION due to seller Non-performance!!!!!!

I wrote to ebay Trust and Safty team twice indicating the status of my disputes and explaining the steps taken and also about the odr thing but both the times i received a really annoying mail which provided tutorial of how to close disputes,how to manage feedback issues etc....Sumtimes i feel these are automated mails and there is no person who actually looks into the matter....!!!

The team can very well scrutinise the dipsute console page and see the status of the disputes and calculate the percentage if the seller performance still exists. They can probably call the buyers and make sure if they dont rely on their own records!!!!What proof do they need beyond this??? .

Its really unprofessional and very unfair on the part of Trust and Safety team....I want a clear and precise reply to my case as to what action is required and how the team is going to investigate this and re-store my selling privileges.

Please do address this immediately and come out with a reasonable solution.I am tired of explaining again and again...so i thought i will make it Public for other sellers to have their views as well....

The need of the hour is flexibility in the Trust and saftety proceedures and clarity in the mails that the team sends in response to seller's mails...They need to be specific to the case and not generic stating the same old measures ...etc.....

It has taken hours and hours of hard-work and efforts to reach this stage and there is a sentimental value attached with Ebay which makes me Stay here inspite of all this...Else i am really dissapointed and have almost lost interest trading on this platform.

Regards
Mala

[coolbrasco]

Dear creative_pursuits,

I hope your Mother is doing fine. We pray for her good health soon.

Tips for using setting up Shop vacation :

(Even other sellers kind note and you exercise yourself when you have free time when low sales. This will be useful when you need urgently.)

Please remember 4 ways you can set up.

1. Just set up holiday message in shop header, but listing goes normal both shop and online listing. But customer can still purchase items from your shop viwe listing.

2. Along with shop vacation message in header, you can close only shop view listings.

3. Showing vacation message on online listing. But customer can still purchase items from your online listing. Above the listing details, there will be yellow band appear with message and your vacation duration.

4. Complete closing possible : Complete closing of all listings, including online listing and shop view. But you can show message in shop only.

Depends on the seriousness of your vacation, and your reach of computer you can setup above settings.

About Google vacation auto reply message..

Please login in Google, go to Settings --> General --> Vacation responder: --> Choose Vacation responder on --> Then type Subject and message. Please tell them what is your situation, when you can reply, emergency contact phone number.

Another thing is most of the -ve feedback case happens when shipping delay. If the customer lost confidence they leave -ve feedback. To avoid this in the message tell them, you are responsible for the money or item, so nothing to worry, you will be back on so and so date to resolve their issue. Ask them to contact in case of emergency and leave your phone number.

When you have free time, just practice above exercise to make sure all are working fine and make yourself clear how to setup those quickly when you need them.

Regarding complaint about Blouse missing case, next time when you ship the similar item, you yourself cut off Blouse part and send along with Saree, will be more clear to the customer.

Definitely eBay Team is very kind and they give helping hand when required, so nothing worry about SNP issue. For me, when shipping cart introduced there was a big problem in my listings, none of the customer could buy anything for a week. But eBay refunded my fees for that week, i got some relief from the loss.

Kind regards,
CoolBrasCo.

[sareewholesale]

whats the status ? hope things have turned good

[creative_pursuits]

Hi sareewholesale and coolbrasco...

Things are turning out to be positive now...Ebay has contacted ODR India and finally they have acknowleded my mails and receipt of payment and the feedback case has been initiated....

As far as the selling restriction is concerned,ebay will review my account as per the ebay policy after 30 days of initial action and they have already guided me as to what documents i need to send them as proof etc...and i have faxed the details so i have to wait for another week for the team to review and re-instate my account.


Just waiting to start off again soon.........
Cheers!
Mala

[coolbrasco]

Hi creative_pursuits,

How is your Mom ?.

Good to know something moving on. I sure your -ve feedback will be removed. I wish you all the best.

Please follow the instruction i gave you in last reply how to handle holidays or emergency. In the previous post, I wrote as Google, actually it is suppose to be GoogleMail which is Gmail. Practice that once in your shop, and email.

Even my feedback is removed by my customer. He is a newbie, he now understood my service.

Good Luck !!!

CoolBrasCo.

[snrama]

Hi creative_pursuits,

Sorry for the late reply, Hope that every problem will be solved soon.

Also take care of your Mom. ---------------
With Regards,
Navaneeth (snrama) 😉

[creative_pursuits]

Dear Coolbrasco...

Really sorry i forgot to mention about ur previopus post.Thanx a lot for taking time and providing all that information.It will surely be of help to me and many others as well!!!!I am happy for u that ur negative feedback has been withdrawn....Wish u all the best.Thanx a agian

Cheers!!!
Mala

[creative_pursuits]

Hi Snrama,

Thanx for ur wishes..I really hope everything is solved as expected by early next week.

Regards
Mala

[truevaluegems]

The Security Alert For All Sellers!
I am hereby informing the directors of ebay and all sellers to be very careful about a fraud method where ebay is helpless in protecting the Sellers. The fraud is a legal person with an ebay id perin1812. She being very clever and belonging to legal field having sophisticated knowledge of legal and ebay loopholes manages to fraud with ease and ebay remains helpless. She threatens the trust department of ebay and with the help of Mr.Pyter of trust dept forces the sellers to refund her the money without return of the items purchased by her. So be very careful about this buyer and protect yourself fom such fraud. If Mr.Pyter of trust dept of ebay takes any action to strip down this message then I will be forced to inform the media and publish this in leading Newspapers. Please help me.... Crorepati Jewellers

[jaipur_fashions]

Hi Mala

I am sorry to hear about so many of the problems you recently had to face.

I wasnt very regular on the boards from quite sometime now, I missed this thread.

I really hope your Mother is doing well now, we all wish her a speedy recovery and a long healthy life 🙂

How is everything going on between you and the ebay staff now ?

I had contacted ODR India several weeks ago and I must appreciate their promptnesss in replying. However, they atually couldnt take out any solution. It was me who finally had to suffer. Anyways, I wish you all the luck and prosperity in the times to come 🙂

Take Care

Warm Regards
Meenu :-)

[creative_pursuits]

Hi Friends....

I am happy to let u all know that today i received the official e-mail from the trust and safety team that my account is NO LONGER RESTRICTED and that i am free to list as many items i want!!!!

Another great news is that the feedback case outcome has come in my favour and the negative rating has been removed.So ODR Really works!!!

Thanx a lot to all of u who supported me and sent me ur best wishes...It was really encouraging...Thanx Meenu,Zaman,snrama,runalaila,coolbrasco.......Thanx Ebay!!!

Cheers
Mala