Awful customer service. Sold a pair of children’s shoes in used condition and took many photos showing this conditions, including any marks. As a private seller, I do not accept returns. However, many buyers on Ebay like to abuse this policy as Ebay provide ‘money back guarantee.’ So, buyer submitted a not as described claim due to their own stupidity, for not looking at photos where marks where shown. I had 2 options to resolve this a) let buyer keep item and refund (I am not a charity so was not going to do this) or b) pay £3.25 for buyer to post them back to me. In previous experience, where a buyer has submitted such a false claim, Ebay have always told me to go ahead with option b and call them once I receive the item to confirm it is all as described and as a seller I am not at fault. However, the Ebay representative on the phone today told me that I should not have accepted the return, despite the fact there is no other option, as although she agreed with me that I was not at fault with the item’s condition (this being clearly shown in photos) I should have apparently called them instead, which if you are aware it is meticulously hard with their AI chatbot. Since introducing the buyer protection service, Ebay’s customer service has become abysmal. I spent over an hour on the phone speaking to a representative and then was put on hold for over 20 minutes to speak to her supervisor, who was no more helpful. Every 5 minutes the phone hold music was cut out and she would check if I was still there, in hopes I would have ended the call. I have been on Ebay for 19 years and sold 1000 items, I will now be sticking to platforms like Vinted and Depop who value sellers and not just buyers.
