Dedicated to SELLERS who have PROBLEMS with managing UNDELIVERED SHIPMENTS with labels created by eBay (NOT Packlink)
Summary: fairymario shares their experience with issues related to eBay's label system for shipments, which doesn't involve Packlink. They describe challenges in navigating communication between eBay, Poste Italiane, and buyers when shipments face delivery problems. The discussion reveals widespread confusion among vendors about handling claims under the new system, with fairymario expressing frustration over inadequate support and reimbursement processes. Others, including deals_explorer and daxsisko, echo these concerns, highlighting problems like missing IT codes and ineffective support, suggesting a preference for reverting to the Packlink system for its clearer procedures. The conversation underscores a general dissatisfaction with eBay's integrated shipping solution.
Hello everyone, I’m sharing a chat with you, in which I’ve hidden all the references, regarding the issue mentioned in the title of this discussion. Like many of you, I’m addressing the sellers, you’ve already said here on this forum that, since Ebay introduced label creation without going through Packlink (spedizioni.ebay.it), there have been communication problems between the courier, seller, buyer and ebay itself.
I myself, as you’ll read, spent one afternoon and one morning, the same as this chat (a different time zone is indicated, but let’s start from around 10 Italian time), trying to figure out how to solve the problem among the various parties, speaking both with Poste and with Ebay. Fortunately the buyer, who had initially pointed out to me the mix-up at the root of this chat, was helpful and understanding, so I had no problems with him.
On the other hand, at Poste Italiane they once again proved, at least in my experience, to be champions of incompetence and confusion, both internally between their departments and toward the customer; I understand that a problem can happen, but that it shows up frequently and that, based on the experience gained, they still can’t meet the customer calmly to resolve it, makes absolutely no sense. I had already cut ties with them as far as anything outside shipping was concerned (postal savings books, post office counter, prepaid cards... never again!), but now I’ll also be done with sending parcels and letters. In the end, I also filed a complaint with them through the guided procedure, asking not only for reimbursement of the shipping costs, but also for the undelivered parcel that I lost and had already refunded to the buyer.
As for Ebay, well, there’s a lot of confusion there too. Not everyone is still really aware that something has changed on their platform. However, somehow, the issue is being resolved, even though I’m still waiting for a refund from them and at one point, at the same time on the phone, I had a woman from Poste...).
I don’t know if this is the correct procedure, but I tried to use the (few) means the parties involved have made available to us.
dafricambiusati
·1 week agoit’s true, this new method is a mess, it’s cheaper but if there’s a problem you don’t know how to fix it...then chatting with them is a waste of time for me, terrible idea to get rid of calls
deals_explorer
·1 week agoGreat, when paying through Packlink, we used to get the IT reference code right away to open refund claims on their portal; now that everything is integrated into eBay's new system, where do you find that code? And if the courier loses the parcel, how do you file the claim without being bounced around by automated support?
This is exactly what happened to me:
I sell the item, print the label from eBay, and ship it.
The parcel is scanned as usual and enters the courier's network, but at some point the courier loses it.
The buyer rightly opens a dispute and eBay immediately takes the money from my account to refund them.
Now here's the kicker: I go on Packlink to open the loss claim, but the form makes the reference code that starts with IT mandatory. Too bad that with this new payment method integrated into eBay, the IT code is no longer provided (there's only the courier tracking number).
Without the IT code, Packlink won't let me open the ticket. If I try to explain the issue to eBay customer support, they don't even know what I'm talking about and bounce me around.
Basically: goods lost, money taken from the account, and total inability to request a refund because of a code that their own system no longer generates.
Has anyone managed to get this IT code or unlock refunds with the new system? How did you go about it?
Thanks to anyone who replies.
fairymario
OP1 week agoHi, unfortunately my previous replies were deleted simply because I was trying to explain this issue through the chat I had with eBay. I understand that not everything can be included, so I hope this msg won’t be deleted.
So, eBay labels and Packlink labels are two completely separate worlds. It’s pointless to ask Packlink for support because it’s not the structure that handled the shipment. When you do it through eBay, it’s all in their hands... unfortunately, along with a certain amount of internal disorganization, which, in the chat I mentioned earlier, comes through in the various replies from the agents: some still don’t know about this difference, others ask you to check with Packlink.
In short, I lost a package as a seller with eBay’s internal label system: Poste Italiane dumped me on eBay, eBay dumped me on Poste, I refunded the buyer and I ended up losing a product that, even today, is still “under review” and cannot be delivered even though it arrived in the destination city. The reasons are unknown.
Another thing: the fact that the two label systems are separate and disconnected from each other can be seen from the fact that shipments created with eBay do not appear on spedizioni.ebay.it, which are then managed by Packlink.
In fact, from now on I’ll handle everything with Packlink, sure that there I can have an intermediary already on top of shipments for a while.
dafricambiusati
·3 days ago"Hi, the same goes for me too. I don't know how to get out of this: the shipment has arrived almost at its destination, but it’s not going out for delivery. A real mockery! There should be a chat or a dedicated department for these shipments, but since even the phone service is gone, things keep getting worse for us."
daxsisko
·1 week ago · EditedI confirm what Fairymario indicated, there are two separate Ebay shipping managers:
the “old” one from Ebay / Packlink and the new one managed directly by Ebay
the new one managed by Ebay has already presented a series of problems (for example, incomplete, incorrect addresses, etc. furthermore they are unmodifiable and notes cannot be added; I could go on....... but I’ll stop here' ) ;
if you contact support, reading the various posts on the topic, it’s complete chaos .........
it costs less, but it definitely has several flaws.......