Ebay live chat - Jesus wept!

superfran_uk

Joanna
Welcome to eBay Live Help, my name is Joanna. How can I help you today?

Me
Hello.
I have just looked at my DSRs for the last 30 days and noticed I have a '1' for 'as described'
I only sell a small amount and have had nothing but positive feedback so assume this must be a mistake
how do I find out where it came from and get it removed if it is a mistake?
I have not received any communications from dissatisfied buyers

Joanna
Hello .
Joanna
Good morning.

Me
I am worried as I do not sell enough to make it insignificant and I have heard of people getting their accounts cancelled, and I believe it must be an error

Joanna
I understand you want further information regarding your Detailed seller performance particularly is item as describe.

Me
Yes

Joanna
Thanks for confirming. Please bear with me for a few moments while I investigate your concern. I'll be with you shortly.

Joanna
I apologise for the wait. I still need 2 more minutes to investigate on this matter.

Me
No problem

Joanna
Thanks for patiently waiting.
Joanna
Sorry for the long wait due to technical difficulties from my end.

Me
No problem

Joanna
Before I continue, I would like to acknowledge your effort in contacting us and gave us a chance to explain regarding your Seller Performance.
Joanna
If you weren't aware, your selling performance is rated by your buyers not only through feedback but most importantly through the DSR or Detailed Seller Ratings.
Joanna
I would like to clarify that when we review your account, we don't base it on the feedbacks left by your buyers but on the DSR's (detailed seller rating) they left you.

Me
Yes, I understand that
Me
But to leave positive feedback and then a '1' for the item is clearly a mistake

Joanna
The feedback comments and scores only indicate how satisfied your trading partner was with your performance in general. This means that you are being rated based on how happy the buyers were with the items they received.

Me
I can understand that due to Royal Mail etc postage time and costs can be subject to changes and delays so could understand low stars on occasion in these categories, but the items I sell are always described very clearly and I have not received any complaints from buyers about this
Me
So I have to assume this is a mistake, as I would always refund an incorrectly described or wrong item
Me
And I presume that a person cannot leave stars without leaving feedback?

Joanna
This is optional . Buyer may leave feedback but not DSR'S

Me
What I said was they can't leave stars without leaving feedback, is this correct?

Joanna
Sometimes they can leave you positive feedback and low rating in certain are which in your case they left low score item as describe.

Me
But that doesn't make sense - if the item is not as described, then you would not leave a positive. You would get a refund.
Me
You would not seek a refund for slow postage, or for poor communication, or for lazy dispatch. But if the item wasn't what you thought you were buying that is a wholey different matter

Joanna
If you know certain buyer who leave you low rating but has positive feedback you can appeal for this.

Me
Which leaves me to think it must be a mistake; so my question remains; how do I find out who left it, and see if I can get it reviewed or reversed?
Me
How do I find out who left it though?
Me
Hello?

Joanna
Detailed seller ratings are anonymous, so sellers can't see which buyer gave them which rating.

Me
So how would you know what to appeal as per your suggestion above??
Me
Can you not find out, or look into it for me? I thought that was the point of live chat/

Joanna
I suggest that you continue to make a sale and make sure that your buyer will leave 5 star rating so you can have this back to 1.00% only.

Me
I don't have anything to sell
Me
I only sell things when I need to get rid of things, I am not a business seller
Me
Besides, if you won't look into mistakes, how can I be sure of 5* ratings even when I know I provide a 5* service!


***Exit to sound of gunfire***

alx2013

I have never got anywhere with live chat.
I have had DSR removed a few times but only by speaking to a human!
There is a way of working out who left the low DSR but it's time consuming and you aren't supposed to know or act on that knowledge!

superfran_uk

It's just ridiculous. She gave advice that conflicted herself throughout and never actually answered my question!

Ho hum, it's clearly a mistake and if ebay bans me, it bans me... Iam certainly not going to heed her advice and start selling my belongings just to get them to keep me on! I do more buying than selling so it would be their loss, it's starting to do my head in recently with buyers bidding on things they don't pick up, and all the sellers being in china so things take ages to arrive. Maybe this is a sign from the gods of the internet!

albionrovers

I've been banned twice for exposing fraudsters. Good old Ebay eh? They'd rather have the dirty money than honest vigilantes trying to do the right thing.

Brooker_Dave

superfran_uk wrote: »

It's just ridiculous. She gave advice that conflicted herself throughout and never actually answered my question!

Ho hum, it's clearly a mistake and if ebay bans me, it bans me... Iam certainly not going to heed her advice and start selling my belongings just to get them to keep me on! I do more buying than selling so it would be their loss, it's starting to do my head in recently with buyers bidding on things they don't pick up, and all the sellers being in china so things take ages to arrive. Maybe this is a sign from the gods of the internet!

Shop on aliexpesss, flog off your tat on gumtree, problem solved.

bylromarha

I agree its awful.

They never answer the question.

RFW

Brooker_Dave wrote: »

Shop on aliexpesss, flog off your tat on gumtree, problem solved.

Do you work for aliexpress?

Ebay's customer service seems to be going back to where it was a few years ago. From limited past experience, the live chatters run 3 or 4 chats at the same time, I actually had one rep who called me three different names throughout.

I'd assume they get a much higher volume of 'problems' to deal with than Amazon who are surprisingly effective and quick at sorting things out.

Charshy

I happened to have a really good and helpful eBay chat experience quite recently (last 2 months). I'm guessing some are better than others.

Usually if I get Incompetent New Person on the phone, I politely back out of the conversation with an excuse. Then I try another time until I get someone who sounds like they know what they are doing.

That said, Joanna clearly should have been put nowhere near a computer as a paid job until her reading comprehension skills were up to par.

onetwothree123

I have only praise for Live Chat, unlike telephone speech, there is no fuzzy line, no problem with accents, and no disconnection or bad signal etc.

I was able to type in my question, and got instant and worthwhile responses from someone who was typing live to me, evident as they made some typos along the line like how I do when typing in a hurry (such as "teh" for "the") and it wasn't just robotic one liners being typed off a scheduled list, I was politely requested to hold and sorry for the delay, (they are actually answering a second chat window when they type that!).

I sat tight whilst things were checked, they told me there and then what the remedial action would be , I thanked them , then I was asked if there was anything else I required help with, I said no thanks , they wished me a good day and closed the window the transcript arrived shortly after in the inbox.

I cannot praise the rep enough for her live help and in my case an issue was resolved inside about 5 mins.