Dear Seller
Greetings from eBay!
It has been a great journey so far and we believe it will only get better in the coming years. Effective 9 th
September 2019, we have made 3 major enhancements in the ebay Global Shipping portal for a smooth
experience while shipping.
Please note our main aim here is to improve your shipping experience, below are the enhancements
implemented on the Portal
1. Resolution Center: Our main aim here is to make sure all your issues are resolved within the
stipulated time. Please note the below
- Initiate dispute TAB - We have created a dispute Tab which makes it easier to open the specific case related dispute.
- View ticket Status - The Ticket status helps you to view the current status of your dispute
- Escalation Tab – For the disputes open beyond the TAT, the option is now available for escalation
To know more please find below the screenshots of the revamped Resolution center.
2. Buyer info edit:
- The option to edit the “Buyer name” in the Buyer info while booking the shipment.
- No requirement of whitelisting approval required for editing the buyer name.
New interface of the resolution center
Step 1: You will get 2 options- 1) Initiate Dispute 2) View ticket status. You can click on the dispute which
best described the issue you are facing. Enter the AWB no. and proceed to initiate a dispute.
Step 2: Click on view ticket status dropdown to view the status of your ticket. We have categorized your
disputes as per the below folders. Now you can track the status of your case by clicking on the individual
folders-
Brief description of the folders -
Pending for ebay/LSP - Once you initiate a dispute the case will reflect under “Pending for ebay/LSP”.
Pending for my action – In case any information is required by the Logistic Partner or eBay, the case will
be assigned back to you and the same will reflect in the “Pending for my action’ folder.
Overdue Cases – We have set a TAT for resolving each case. Once the case has crossed the TAT, the
cases will reflect in your “Overdue” folder.
Escalated Cases - Once the case is overdue and in case you are not receiving any satisfactory response,
an escalation button will be available against the case in your overdue folder. You can click on escalate
in order to escalate that case. Once you click on the escalate button, the cases will reflect in your
“Escalated” folder.
Pending for claims 30 Days – In case any claim for the Product value needs to be settled, the same will
reflect in the “Pending for claims 30 Days” folder.
Pending for Freight Credit - In case any freight charges need to be credited from ebay global shipping,
the same will reflect in the “Pending for Freight Credit” folder.
Points to be noted while raising a dispute –
- Raise all the request in the correct dispute Box so that we can try to resolve your concerns at the earliest.
- Mention all necessary details while raising a dispute and give a brief about your requests while raising a dispute.
- Share necessary screenshots while raising a dispute.
- For damaged shipments, kindly share supporting images of the damage done internally and externally.
- Check the “Pending for my Action” folder on a timely basis and revert with the requested details (if any) within 48 hours so that the issue can be addressed at the earliest.
For any further clarifications, feel free to contact your eBay Account Manager or team eBay Global shipping : Shalini Sebastian: shasebastian@ebay.com, Pritish Raut: priraut@ebay.com.
Regards,
Team eBay Global Shipping
