Dear eBay Customer communitiy,
I have recieved the call from eBay yesterday stating that my claim was rejected. Please find the detail information below.
As per the yesterday's conversation, i was not aggreed the claim clousre and I have asked many questions to the eBay customer representative, However the customer representative was in hurry to get this claim closed, Since they have recieved couried documents from seller.
As per the discussion (18/Aug/2016) Around 11AM - 12PM
Question 1: Why the Claim was forcee to close without solving the issues.
Customer : I was keep on asking the customer repsentative to open this particular claim untill the issues are resolved, But the customer representative is not accepting and he want the claim to be closed since the time line is over for this claim and they system will not allow more than 20 days to open any claim.
Then how your system is accepting to close the claim on 23rd day? Since i was opened the claim on 27th of July and yesterday (18/Aug/16) it was confirmed that is closed?
Question 2: The Customer representative was going by amount of weight said by customer during the first conversation.
Customer : I was recieved the product on 27th July 2016, When i checked the parcel there was only Cooler fan exist, Hence i was raising this particular issues with eBay gurantee by contacting through customer support and raising the claim in the portal. On 30th July 2016, I have recieved the call from customer representative for investigating the issue(s), During the coversation the customer representative was asking me about the product weight. i was just telling it may have 200 - 300 Grams (It is not the exact weight and it was just estimated by seeing the product). No buddy can evaulate the actual weight of the product without evaulating with the weight machine. Then how the customer representative is going with this assumption for weight should be with that range?
Question 3: What is the no of time eBay contacted the Buyer?
Customer : The Customer representative from eBay is only contacted me on 30th July to upload the courier parcel photos and post which there were no request raised to me and i was responded on time (30th July itself) and uploaded the photos. And yesterday (18/Aug/2016) the eBay represntative is called the me and just saying your claim is rejected, Since the seller is provided the proof of delievery and weight of the product was approx... 1kg.
Question 4: What is the no of grace time eBay given to the seller?
Customer : I could clearly see the eBay was offering Seller with more timeline, Since on (Aug 5th 2016: ebay was putting the seller to provide documents with 48hours time line, However the seller was failed and he was not responded, As per the notes eBay customer representative was clearly mentioned that if the seller is not responded within 48 hours, Then the claim will be approved on behalf of the customer(Buyer/ that means Me).
Question 5: Why you have not take any action as per the notes you have maintained in Aug 5th 2016?...
Customer : The customer service was contact the buyer on 8th of Aug and they kept notes in the portal only on 10th of August stating they are expecting the courier details,DRS, weight of proof whatever etc.. and he was failing and not uploaded any thing, Since i was not seen any documents from seller side in that particular timeline.
Where is the disconnect?. Why eBay is not taken any action and given more time for the seller.
Question 6: The customer representative was asking me to contact to the Fedex Courier.
Customer : I bought the product from ebay with ebay gurantee then why should i need to contact the Fedex Courier?. It should be done by the Seller or Ebay end. Why eBay is wanting the customer to contact the Fedex?
It is the trust given eBay to the customer?
It is the eBay Gurantee guidelines?
It is the Don't Worry statement provided in eBay Gurantee?
Question 7: The customer repesntative was confirms the weight of courier will be evalauted all the areas of shipment (Means Source area to Destination area).
Customer : I was acknowledged eBay representative and went with the postive mind that i will be getting the postive answers from courier company, However when I was checked the with fedex customer care regarding the way they are validating the weight. I was noticed that weight will only validated in the shippment area alone.
As per the conversation the with Fedex customer repesentative, That he was confirmed that the weight will be caluclated only during the time of shipping and not in destination or any location of the courier.
My serious concern is why the eBay customer service representative is giving false information without knowing anything about the courier companys weight validation method?
Question 8: Why the eBay customer representative is not askig the customer to get the actual weight?
Customer : As confirmed by me in Point2# i was just told the weight of the product may be has approx 200-300 grams only by seeing the product, But when i actual may deffers and it needs to be validated against the product with weight machine, Since only then only we could see the exact weight of the product.
How the representative will go for the customer conversation assumption?.. Is this they way you eBay closing the claim?. There is no clarity how come you will go for the assumption of the customer?
Moreover the parcel photograph which was uploaded by me it matches with the courier pouch, Which is the proof that seller is sent this courier alone.
I would request the eBay to reopen this particular claim again and check with courier company / seller, Since it is not my responsbilty, Everywhere it is applicable. Because i paid amount on your portal and if the goods recieved is incorrect then it is your responsbility to send the appropriate goods back to the buyer.
if you want to learn anything , please check with other eCommerce service provider that how they are doing their bussiness and they are not cheating customers.
For more details please refer the URL and attachment
https://eguarantee.ebay.in/eg/ViewClaimHistory?claimId=2191130
Regards
Ganesan Nagooran
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