Some serious, some just the
everyday grind of dealing with a collapsing software system
that is clearly designed by children, without the supervision
of a software complexity overlord or editor.
Buyer Requests to Cancel an Order and Ebay Systems Make It
Today a customer requested to
cancel an order, as he had ordered some items by
mistake. No problem. Well, a small problem.
As of about three years ago, if the nice customer has already
paid for the items, I, as the seller get the variable part of
the ebay fee back but not the 40pee one-off charge for the
transaction. However, the Consumer is King (ebay
international money-raking systems are in fact, King) and I
have no choice but to work with this system and to accept
cancellations when requested.
Or, I'd like to!
On this occasion, ebay systems
were, and still are, in such a state that I get the
cancellation request, try to cancel, repeatedly get an error
page, see that another order from the same customer is still
in "awaiting dispatch," (which I assume is the order that he
actually wants) I call-up ebay seller support to try to cancel
the other order which has disappeared into 'cancellations,'
meanwhile the required order disappears while I'm actually on
the telephone, and the call operative sees this as well.
This is online so-called 'marketplace' chaos, showing the deep
underlying issues in ebay's collapsing software systems.
Here is the telephone call to
ebay seller support. This telephone operative seemed
quite helpful, and I believe that she tried her best over the
30 minutes of the call. All the same, there was no
resolution to the problem. You can click on the link to
hear the call in full, edited for the privacy of the customer.
03-MAR-2021: A Call to
Ebay Seller Support Fails to Address Why I Can't Fulfill a
Customer's Request to Cancel an Order
1) We establish the facts
quickly, for a change.
2) The call operative wonders what the customer is doing, but that's not the issue. The customer may do whatever he likes. Cancelling an order is a completely valid option. The question is, why is ebay failing to operate correctly?
3) Why did one order get into and remain in 'paid and dispatched' if it had not been paid for? "It's a mystery, It's a mystery," ebay.
4) No resolution. "Wait and see," meanwhile I've no evidence that the customer has not been defrauded out of his money.
5) I complain without actually using the word complaint, or Murray Lambell, General Manager of ebay UK who is responsible for all ebay UK activities, including failure of his systems to cancel orders, resulting in extreme customer inconvenience which may verge on fraud as we progress the issue.
We'll see what happens on this
one. Nothing has moved for three hours since
14:00. Enough time for any payments to grind through,
even on ebay managed payments.
Associated Site Messages:
Henry: "Hello Nice
I've tried to cancel this order, or *an* order, or part of one, and have just spent 30 minutes on the ebay telephone line trying to cancel it without success. They have no idea what their systems are doing either. Please bear with me while I try to sort it out.
Nice Customer: "Yeah
sorry about this. I hope ebay starts behaving itself again."
05-MAR-2021 Many Sellers
Suffering From The Same Failure - But I Don't Find out On
The First Call
After waiting for 24 hours for
ebay to fix one of the most basic possible functions of a
so-called online marketplace, I am still unable to cancel the
order and hence to issue the subsequent refund. So it's
onto the telephone line once more, where I decide that I have
given sufficient information already not to be taken through
an online tutorial on how to cancel orders, and Laura takes
umbridge, despite my being fully polite throughout. You
can listen to the full call by clicking on the link here:
Laura from eBay Seller Support Cuts Me Off for Not Accepting
Her Patronising Lecture On Cancelling Orders
1) I hear that some other sellers may have been experiencing the same problem.
2) Laura tries to take me through an online tutorial of how to cancel orders when the ebay website does *not* have it's knickers around its ankles.
3) I refuse, as it is a waste of even more time, having already made it clear that I spent 30 minutes on this yesterday.
4) Laura cuts me off.
I then go straight back into
ebay and request another call-back, which I duly
receive. My apologies, this call did not record, due to
me forgetting to press play and record on the tape machine
while hitting record on the audio and video record on the
computer. You will have to trust my summary on this
receive a second call back from ebay about the site being
unable to cancel orders.
1) We establish the
basic facts quickly.
2) I am told that this is a problem common to many users today, and that it is being worked on.
3) I am told that it should be fixed by the evening of 4th March 2021.
4) I complain about the site issue and the complaint is registered, whatever that means.
5) I complain about being unnecessarily being led down the garden path and being cut-off by the previous call operative. The complaint is registered.
6) A clearly rather world-weary ebay call operative and I say goodbye in an agreeable, if not slightly tired fashion. A five minute call.
It's not that hard, is it? If only your telephone operatives would tell the truth and not waste my time, ebay / Murray Lambell, things would be less fraught, if equally incompetent at a corporate software management level. The site was not fixed that evening. The next day, more than 24 hours after my report, I was finally able to cancel my nice customers' order and he got his money back.
It is deeply unsatisfactory.
You can see the YouTube video
of the nice telephone call with Laura here:
Laura From eBay Seller Support Cuts Me Off for Not Accepting
Her Patronizing Lecture On Cancelling Orders
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