Is there an Ebay Australia customer service phone number?

[hellohomewares]

Just wondering if there is an Australian customer service number we can call? For the past few weeks my payments have been on hold and none of the customer service reps could explain why and told me based on my account nothing should be on hold. Every month when I receive the ebay for business valid tracking email it usually says I have uploaded 100% tracking, but today I received the email and it said that I only uploaded 68% of tracking and then listed the items without tracking - however the items listed without tracking are sent via large letter (untracked) which has never counted in the tracking requirement tally. Attempted to speak to customer service who could not understand that Australia even has a tracked and untracked service so didn't understand my problem. When I asked if I could be put through to someone in Australia I was told to keep trying the ebay contact me request and try my luck until I get through to somone from Australia. Is there an Australian customer service number I can call? Has anyone elses untracked large letter items suddenly been included in the tracking tally?

[papermoon.lady]

You can only contact eBay via live chat from the help page at the moment. Go to the help page, scroll down to "contact us" and go through all the options until a live chat window appears (during normal business hours). You could ask to be transferred to a supervisor, as normal CS representatives usually don't know much.

[hellohomewares]

Thank you - unfortunately it was a superviser that I was put through to (after speaking to 2 reps who kept telling me there was nothing wrong with my account). The superviser said that she was not in Australia and that she was not aware that Aust Post even offered an untracked large letter. It was the supervisor who told me to keep trying the request a call back (via the live chat) until I managed to speak with an Australian rep. I had just hoped there was an easier way

[gutterpunkz05]

As far as tracking metrics goes,  the way I understand it, is  that if you offer an item with untracked postage, then you also have to include a tracked option, and it is up to the buyer to select the cheaper untracked post.

If No tracked option is available, the buyer does not get a choice and hence the shipment will add to your untracked metrics.

As far as the hold on payments goes, it can be triggered by a change in service metrics, along with a heap of other reasons.

[davewil1964]

It would have to be a new requirement then. About half my items go as untracked large letters and that is the only service offered on those items.

I have not been pinged for doing this and still get my payments from eBay weekly (including today), so homewares is correct and there is some undisclosed issue as to why they are getting pinged for things that shouldn't be included in the metrics.

[gutterpunkz05]

Hi dave, I am just going by the original announcements etc, it does not bother me as I send everything tracked, even letters.  After all the buyer is paying the costs.

[jellybirddesigns]

@Gutterpunkz - there is no obligation to offer a tracked service if you don't want to.

The only requirement is that IF you offer a tracked service, then you must upload the tracking number. This has to be above 95% of the time (if I remember correctly).

I would agree that payment holds can be triggered by many things.

OP - you can look under Performance/Service Metrics in your hub to see if there are any areas of concern.

[gutterpunkz05]

Just my interpretation of how it is supposed to work

payment holds. How does eBay identify these transactions?

For each order, we will check to see which postage option has been selected. If  you have selected any of the excluded services below, the funds for these orders will not experience a tracking payment holds even if you have a valid tracking performance under 95% for tracked services. 

If a seller selects the below services in the item’s listing and the buyer selects this service when they checkout, the transaction will not be eligible impacted by payment holds:

• Local Pick Up: Seller offers Local Pick Up as an shipping option and buyer selects this option to collect their items. 
• Click & Collect from the retailer: Seller offers Click & Collect from their bricks & mortar store and buyer selects this option to collect their items. 
• Australia Post Domestic Regular Letter Untracked service
• Australia Post Domestic Priority Letter Untracked service
• Australia Post International Economy Sea service
• Australia Post International Economy Air service
• International Economy: untracked service 

Note: If multiple services are available for the same items, the buyer must select one of the services listed above when they checkout in order to not be impacted by tracking payment holds.

[davewil1964]

The original announcement specifically stated that only items that offered tracked postage would be subject to the metric. From my experience that is correct.

[hellohomewares]

Thanks everyone for your reply - ebay customer service have acknowledged that the only transactions without tracking are those purchased via an untracked service which they state should not be included in the metrics as had always been my understanding. They have written an email with my issues to the back end guys who need to look at why these listings are being included in the metric and will hopefully fix the problem for me. Hopefully...