eBay AND Paypal customer service can be pretty stupid at times. I'm wondering if their outsourced CS reps handle other companies like I've heard how other call centers work. I had to refund a buyer that was out of the refund period (i.e. more than 60 days - story is way too long and nothing worth mentioning) and I needed help from the eBay rep to cancel my transaction since the cancellation period is 30 days. Basically she couldn't cancel it even though I explained to her that's why I was calling in the first place. I requested a manual credit to my account fees and after several attempts through the Resolution Center she finally understood that my suggestion was the only way to get it to work. My God ...I said that in the very first 30 seconds ...
Paypal rep asked me to just address the refund by gifting the payment back to the buyer. Uh what? I said I needed proof of original refund or else I wasn't going to get my eBay FVF manually credited. Had to get transferred to an "account specialist" which was basically an American CS rep back in the states. She had to open a buyer resolution case which was super annoying because I bet that dings my Paypal account but it finally got done. Both CS reps from eBay and Paypal were from India. Yay.
Anywho, with my rant aside the Paypal account specialist noted my observations after this whole ordeal and agreed that some of my suggestions made more sense. For example, I said it doesn't make sense for Paypal to only allow refunds to be processed manually by the seller 60 days from the transaction date if they recently opened up chargeback claims for up to six months now. Policies should mirror each other to be more consistent. Same for eBay. I should be allowed to cancel a transaction if it goes beyond 30 days. A preorder transaction would be a good example that shouldn't need CS intervention to get my FVF credited. Long story short, the American Paypal CS rep told me that since Paypal was breaking off from eBay, "there may be more changes under Paypal in the future. We are actually reviewing everything now. Nothing is off the table as to changes."
Paypal rep asked me to just address the refund by gifting the payment back to the buyer. Uh what? I said I needed proof of original refund or else I wasn't going to get my eBay FVF manually credited. Had to get transferred to an "account specialist" which was basically an American CS rep back in the states. She had to open a buyer resolution case which was super annoying because I bet that dings my Paypal account but it finally got done. Both CS reps from eBay and Paypal were from India. Yay.
Anywho, with my rant aside the Paypal account specialist noted my observations after this whole ordeal and agreed that some of my suggestions made more sense. For example, I said it doesn't make sense for Paypal to only allow refunds to be processed manually by the seller 60 days from the transaction date if they recently opened up chargeback claims for up to six months now. Policies should mirror each other to be more consistent. Same for eBay. I should be allowed to cancel a transaction if it goes beyond 30 days. A preorder transaction would be a good example that shouldn't need CS intervention to get my FVF credited. Long story short, the American Paypal CS rep told me that since Paypal was breaking off from eBay, "there may be more changes under Paypal in the future. We are actually reviewing everything now. Nothing is off the table as to changes."