AuctionCut

Hi, I am a little new to this, but I wanted to know if anybody has had the same problem and if anybody succeeded in getting a satisfactory reply from Ebay.
Back in March 2010 my wife sold a legimate perfume product. However, the buyer then decided to start accusing us of selling counterfeit goods after realising that she had bought the wrong product. She decided to report this to Ebay and in their wisdom decided to side with the buyer, without even speaking to us through the resolution centre. They gave the cash back to the buyer. After we complained we got the brand new product back, but it had been used and damaged.
We complained to Ebay again, and after 4 weeks, Ebay did then agree with us that they were in the wrong and reversed the decision they had made. On May 12th 2010, I received a mail from customer services stating that they will re-credit the funds to my account. Since that time, I have emailed Ebay 15 times and phoned them a dozen times asking why they have still not re-credited my Paypal account as promised back in May.
You can shout and scream and you get a ton of apologies, but so far there has been no action in relation to the re-credit.
They have not even had the courtesy to reply to my last 2 emails. The problem comes where to complain. You speak to a call centre, who in turn apologise and agree with your query, and then tell you they have approved your query. But they then pass this to their managers, in a different department and country, to take the action. This is where it falls down. Once they have passed it on, no one takes responsibility to ensure the complaint is being completed.
I was wondering if anyone has had the same problem and if they had any ideas or tips to get Ebay to act on their responsibilities.
As far as I can see, I think Ebay has forgotten that there are sellers aswell as buyers. You can see they have Buyer Protection rules, but what about protection for Sellers?
Surely do they not see that without sellers, Ebay would not have a business. Customer Service should be vital to the running of this business.

I know exactly where you are coming from, what I would advise is, when you make a phone call to complain, always ask the name of the person that you are speaking to, and also ask for their phone number including ext number, and then always follow up in writing, I did this, and my complaint was dealt with within two weeks.

May I ask, was the item in question, paid for through paypal? if so, paypal although they are now owned by Ebay, they always side with the seller, not good for the customer I know, but this as certainly been my experience.

What Ebay is incredible. I had suspended the account, and the day to me
fitted out (after a month of suspension) block me again when I put a
paar product to sell. I say I have to send information by fax to
number ... no fax tone, but you can not believe.
Also you can only communicate by phone as they have now no mail
making claims.
I live in Latin America and only speak Spanish and have no one you qtienda in Spanish only in English. When I get call waiting 20 minutes ... luckily I do not pay because I called the Gmail service.
I have also understood to have closed hundreds of accounts of both buyers and sellers, besides the auction sites for pennies you are taking a lot of public ... his future is a little black.
When sellers can go to sell at an auction site for pennies (sharing the profits of course), ebay is going to be many.
For now it is a good place to sell ... the best I admit it ... in a week sold 50 items. Now I'm on other popular sites but no sales ....

although we can make money through eBay ... but sometimess.. their customer service & policies are ridiculous .. really !! it happened to me few times .. i sold a genuine eyewear but when the buyer complain ... ebay & paypal are on the buyer side .. and that particular buyer sent back a fake glass for me ! grrrrrr.....

anyway.. lesson learned ...

Wow, reading these comments will definitely help me out as I start my page up. It seems like customer service doesn't seem to service the sellers very well . Hopefully these issues are resolved in the near future so that buyers can feel like their issues are heard.

Example

1st line support (2/5/2011 03:26:49 PM)
Welcome to eBay Live Help. My name is Adam. How may I help you today?

clappy1967 (2/5/2011 03:27:51 PM)
iItem 19049831593? is exactly as item 18060439366?

clappy1967 (2/5/2011 03:28:28 PM)
The buyer bought the item from me claimed he never receved it and then he sold it

clappy1967 (2/5/2011 03:28:55 PM)
result I was charged 100 pounds from Paypal

clappy1967 (2/5/2011 03:29:19 PM)
I reported this listing to Ebay and nothing was done

clappy1967 (2/5/2011 03:30:05 PM)
they produced ONLY the first 500 models without LAN

clappy1967 (2/5/2011 03:30:22 PM)
therefore it can't be a case

clappy1967 (2/5/2011 03:30:42 PM)
it is a fraud costing me 1

clappy1967 (2/5/2011 03:30:49 PM)
100 pounds

1st line support (2/5/2011 03:30:56 PM)
I understand your are concerned as you found that the member who claimed that they didn't receive your item has sold the item to someone else, right?

clappy1967 (2/5/2011 03:31:29 PM)
yes correct

1st line support (2/5/2011 03:32:13 PM)
I'm sorry to hear about this. Before we proceed with your query, may I know if you have any other issues need to be addressed?

clappy1967 (2/5/2011 03:33:08 PM)
well my paypal account was suspended because I went in red because of this

clappy1967 (2/5/2011 03:33:22 PM)
but it is still part of the sam fraud

1st line support (2/5/2011 03:33:56 PM)
I understand. What I'll do is connect you to the appropriate department who can help you with the case on the Resolution Centre.

clappy1967 (2/5/2011 03:34:12 PM)
how can someone sells something he never received mainly if they produced only 500 similar items?

1st line support (2/5/2011 03:34:40 PM)
Shall I go ahead and transfer you now to them?

clappy1967 (2/5/2011 03:34:51 PM)
yes

1st line support (2/5/2011 03:36:04 PM)
Please stay online while I transfer this session to them.

System message (2/5/2011 03:36:39 PM)
The chat has been transferred.

System message (2/5/2011 03:36:48 PM)
The transferred chat has been accepted. The transcript has been reproduced above.

Ebay Resolution center(2/5/2011 03:36:54 PM)
Welcome to eBay Live Help, my name is Catrina. Please give me a moment to review what you have discussed with the previous representative.

clappy1967 (2/5/2011 03:37:13 PM)
ok

Ebay Resolution center(2/5/2011 03:38:28 PM)
Alessio, just to make sure I got your concern correctly, I understand your buyer claimed that they haven't received the item you sent but found out that they relisted it on the eBay site. Am I right?

clappy1967 (2/5/2011 03:38:51 PM)
totally correct

clappy1967 (2/5/2011 03:39:31 PM)
I need to add that withou lan port they produced only the 1st 500 receivers of tha model

clappy1967 (2/5/2011 03:39:59 PM)
so it is ver hard to get a similar product

Ebay Resolution center(2/5/2011 03:40:05 PM)
I'm sorry to hear as this transaction did not run as smoothly as you had hoped it would. As an eBay Customer Support representative, I'm pleased to have this opportunity to investigate this matter for you and explain the situation further.

Ebay Resolution center(2/5/2011 03:40:11 PM)
Have you tried contacting your buyer through phone?

clappy1967 (2/5/2011 03:40:12 PM)
mainly the same person

clappy1967 (2/5/2011 03:41:02 PM)
ye reported to paypal and I was charged back 100 pounds hence I lost 100 pounds already

clappy1967 (2/5/2011 03:41:35 PM)
so the issue has already damaged me

clappy1967 (2/5/2011 03:41:58 PM)
this is an adamant fraud

clappy1967 (2/5/2011 03:42:15 PM)
and I am the victim

Ebay Resolution center(2/5/2011 03:42:24 PM)
With regard to your buyer, rest assured that appropriate action will be taken against their account. If you can’t see what action was taken this doesn’t mean that we haven’t taken any. Bear in mind that most of these actions can’t be seen by other members.

Ebay Resolution center(2/5/2011 03:42:35 PM)
Alessio, the actions we can take against poor-performing buyers include: - Warning the buyer - Ending their bidding activities - Placing bidding limits on an account to reduce the amount of items a buyer can purchase/bid - Restricting them from buying and/or selling - Temporary or permanent suspension from eBay

Ebay Resolution center(2/5/2011 03:42:53 PM)
Moving on, I have checked your account and I found out that your buyer filed a case against you via PayPal.

clappy1967 (2/5/2011 03:43:07 PM)
well and what about the money i lost?

Ebay Resolution center(2/5/2011 03:43:16 PM)
Unfortunately, I don’t have access to the information that was provided by both parties in this case and so I can't say why PayPal came to this decision.

Ebay Resolution center(2/5/2011 03:43:21 PM)
It's worth noting that the PayPal User Agreement states: 'In the event that the sender's transaction is reversed for any reason and you do not qualify for the Seller Protection Policy for that transaction, you will owe PayPal for the amount of the reversed transaction plus any fees imposed on PayPal as a result of the reversal.

clappy1967 (2/5/2011 03:43:25 PM)
yes for the item he then sold

Ebay Resolution center(2/5/2011 03:43:26 PM)
Examples of such a reversal include, but are not limited to, a credit card reversal by the sender of the payment and a reversal of the transaction because the sender of the payment was using a stolen credit card or unauthorized bank account. PayPal will seek to recover the funds from you by debiting your PayPal balance and, if there are not sufficient funds in your PayPal balance, PayPal reserves the right to collect your debt to PayPal by any other legal means.'

Ebay Resolution center(2/5/2011 03:43:40 PM)
Alessio, I suggest you now contact PayPal for more information by going to 'Contact Us' at the bottom of any PayPal page or call 08707 307 191 (national call rates apply). PayPal's opening hours are: 8:00 am to 10:00 pm Monday to Friday 8:00 am to 10:00 pm Saturday 9:00 am to 9:00 pm Sunday

clappy1967 (2/5/2011 03:43:52 PM)
I contacte paypal and they want me to pay them

clappy1967 (2/5/2011 03:43:55 PM)
period

clappy1967 (2/5/2011 03:44:09 PM)
they don't give a penny about what I said

clappy1967 (2/5/2011 03:44:49 PM)
so no point to call them again as I spoke with them 1 hour ago

Ebay Resolution center(2/5/2011 03:45:45 PM)
Should you want to take this matter further, you can report your buyer to the police.

Ebay Resolution center(2/5/2011 03:45:53 PM)
I assure you that eBay will gladly help the police with their investigations if needed. Please ask the investigating officer to email us by using the "report information to eBay" link on the following page:

System message (2/5/2011 03:46:00 PM)
Pushing Url:

Ebay Resolution center(2/5/2011 03:46:00 PM)
http://pages.ebay.co.uk/safetycentre/la ... ement.html

clappy1967 (2/5/2011 03:46:17 PM)
that would be useles as it would end in the small claim courts

clappy1967 (2/5/2011 03:46:34 PM)
and I will spend money for eventually nothing

clappy1967 (2/5/2011 03:47:45 PM)
I need you to take all the possible action to protect my business within your service or will just gine up usong ebay as it proved to be not safe for me

Ebay Resolution center(2/5/2011 03:48:39 PM)
What we can only do for you now is to take action with your buyer's account.

clappy1967 (2/5/2011 03:48:39 PM)
I am a small customer i know but small customers help to make big business like ebay

Ebay Resolution center(2/5/2011 03:48:54 PM)
If you can’t see what action was taken this doesn’t mean that we haven’t taken any. Bear in mind that most of these actions can’t be seen by other members.

Ebay Resolution center(2/5/2011 03:49:05 PM)
With regard to their payment, you need to contact PayPal again.

Ebay Resolution center(2/5/2011 03:49:16 PM)
Thisi s because we don't have access to your PayPal records here at eBay and we can't see your PayPal account as your PayPal account details are confidential. Although PayPal is owned by eBay, they operate their own Customer Support.

clappy1967 (2/5/2011 03:49:21 PM)
and what about my 100 ponds??

clappy1967 (2/5/2011 03:49:29 PM)
just lost?

clappy1967 (2/5/2011 03:50:05 PM)
can you contact payapl about this issue?

Ebay Resolution center(2/5/2011 03:51:43 PM)
Please do understand that as much as we would like to contact PayPal to be able to talk to them regarding this matter, we would eagerly do so, however, we cannot establish a contact on another eBay member's behalf as it is beyond our scope of support in Customer Service.

Ebay Resolution center(2/5/2011 03:51:51 PM)
Hence, you need to contact PayPal again regarding this matter.

clappy1967 (2/5/2011 03:52:17 PM)
i did it 5 times

clappy1967 (2/5/2011 03:52:44 PM)
and they are not canging their mind

clappy1967 (2/5/2011 03:53:30 PM)
the last paypal agent I spoke was zanab 235825

clappy1967 (2/5/2011 03:53:54 PM)
and she said she was sorry but basically I had to pay

clappy1967 (2/5/2011 03:54:01 PM)
was that support?

clappy1967 (2/5/2011 03:55:11 PM)
this case is clear.... I lost 100 pounds and the buyer gained aroud 53 pounds minus ebay fees

clappy1967 (2/5/2011 03:55:24 PM)
I lost by being honest

clappy1967 (2/5/2011 03:55:38 PM)
he gained by being dishonest

clappy1967 (2/5/2011 03:55:59 PM)
it is black and white all in Ebay

Ebay Resolution center(2/5/2011 03:56:41 PM)
Since the case was filed through PayPal, you need contact them for information with this ongoing issue.

clappy1967 (2/5/2011 03:57:04 PM)
he did it and they don't care

clappy1967 (2/5/2011 03:57:24 PM)
if it was solved with thwm now I was not contacting you

clappy1967 (2/5/2011 03:57:51 PM)
I wrote and I phoned them

Ebay Resolution center(2/5/2011 03:58:16 PM)
With this Alessio, you can contact the police and inform them what happened with this transaction. If they need assistance regarding this matter, you can ask them to contact us.

clappy1967 (2/5/2011 03:58:47 PM)
as I said I will spend more money than what I lost

clappy1967 (2/5/2011 03:58:54 PM)
they are useless

Ebay Resolution center(2/5/2011 03:59:16 PM)
If you wish to pursue this as a civil matter, you can contact us for information at the following address: eBay Europe S.à r.l. Attn: eBay.co.uk Legal 22-24 Boulevard Royal L-2449 Luxembourg

clappy1967 (2/5/2011 03:59:35 PM)
I was conned 200 quids for a Macbook in gUMTREE and I had from court 20 quids back

clappy1967 (2/5/2011 04:00:55 PM)
Well, I think I should really cancel my Ebay account if that the level of protection I have

Ebay Resolution center(2/5/2011 04:01:18 PM)
Please remember that, although we're commonly referred to as an online auction website, we're not a traditional auctioneer.

Ebay Resolution center(2/5/2011 04:01:21 PM)
Our site is a venue where anyone can offer, sell and buy just about anything, at anytime, from anywhere, in a variety of formats. At no point do we have possession of anything listed or sold through the site.

Ebay Resolution center(2/5/2011 04:01:26 PM)
Because eBay is not involved in the actual transaction between Buyers and Sellers we have no control over:

clappy1967 (2/5/2011 04:01:32 PM)
afterll I used ebay for honest business not to get frauded

Ebay Resolution center(2/5/2011 04:01:33 PM)
- the quality, safety or legality of the items - the truth or accuracy of the listings - Feedback or other content posted by users on the site - the ability of sellers to sell items - the ability of buyers to pay for items - whether a buyer or seller will actually complete a transaction

clappy1967 (2/5/2011 04:02:32 PM)
so you are as safe as free online magazine

clappy1967 (2/5/2011 04:02:49 PM)
but just more expensive

clappy1967 (2/5/2011 04:03:02 PM)
are ypu telling me that now?

Ebay Resolution center(2/5/2011 04:05:28 PM)
Alession, what you can do for now is to contat PayPal again, take this matter to the police, or pursue this as a civil matter.

Ebay Resolution center(2/5/2011 04:05:56 PM)
*Alessio

clappy1967 (2/5/2011 04:06:19 PM)
so Ebay will just get money for fee without giving any support

clappy1967 (2/5/2011 04:07:43 PM)
after all you gained money from that transaction but the support you give is just brush your hands by advsing to go to police and open a case that will cost me more than 100 pounds

Ebay Resolution center(2/5/2011 04:07:44 PM)
At this stage, you can file a case via eBay to be able to get a Final Value Fee credit.

Ebay Resolution center(2/5/2011 04:07:51 PM)
We'll ask the buyer to confirm, so please make sure the buyer is happy to do this before you open the case.

Ebay Resolution center(2/5/2011 04:07:57 PM)
Here's what to do: 1. Go to My eBay > Resolution Centre. 2. Click 'I sold an item - I want to cancel a transaction'. 3. Follow the instructions to open the case.

Ebay Resolution center(2/5/2011 04:08:01 PM)
Opening the case triggers an email to the buyer to ask them to confirm that you've agreed to cancel the transaction. Please note that if the buyer rejects the request, you won't receive a Final Value Fee credit.

Ebay Resolution center(2/5/2011 04:08:05 PM)
As soon as the buyer confirms the cancellation( you will be notified by email), you can close the case and you will receive a credit for your Final Value Fee. If the buyer doesn't respond within 7 days, you can close the case and still claim your credit, and the buyer will not have an unpaid item case recorded against them.

clappy1967 (2/5/2011 04:08:43 PM)
Catrina thank you for the non support

clappy1967 (2/5/2011 04:09:11 PM)
I will post this chat online so ther people will know more about the Ebay customer service

clappy1967 (2/5/2011 04:10:04 PM)
you proved me that i should ebay to cheat and not for honest business

Ebay Resolution center(2/5/2011 04:10:14 PM)
I believe I have addressed all of your concerns. I will now be closing down this chat. We will give you a minute to use the "Print" or "Copy all" buttons to get a transcript. However, no further assistance will be given to you in this Live Chat session at this time. Please follow the steps you've been provided.

clappy1967 (2/5/2011 04:10:24 PM)
as if I cheat as that buyer did I gain easy money

System message (2/5/2011 04:11:52 PM)
The chat session is being wrapped up.

System message (2/5/2011 04:11:55 PM)
All times in the above transcript are in the following time zone: (GMT) Greenwich Mean Time : Dublin, Edinburgh, Lisbon, London

System message (2/5/2011 04:11:55 PM)
The chat session has ended.

Ebay customer service does exist but they seem to read from a script and any diversions from this just put the phone down as they can't understand? ive spoken to them at least 6 times in the last month and its an absolute waste of breath! All they do is refer back to the online resolution cetre and i'm bouncing back abusive emails from a scamming customer. ebay/paypal are obviously on the side of the customer as they have put my paypal into negative for the whole amount paid £350. customer is blackmailing me for money back as not happy with goods...reading her feedback (a little late) she takes out items and returns getting full refund. Its like banging your head against a brick wall..she has also left my first negative feedback and ive not sold nothing since. My alternative is to give her a hefty chunk of money back but she already got over £700 pounds of cost and i may as well have given the stuff away. Payapal and ebay have gotten far too big and like someone else said their are no good alternatives. short and curlys!!!!
It will never happen but theonly way these people will start showing any real "customer care" is to boycott. once this is over i will never use ebay again for anything..seems these days its the big companys who are the real scammers

I feel your pain, I have been buying and selling on e-bay for over 12 years now and have just recently ran into a major problem with their so called "resolution center". I sold a guitar, did not hear anything back from the buyer until 6 days after he received it claiming there were some cracks on the back. I mentioned to him to get in touch with UPS as the guitar was in perfect shape when I sent it to him, and obviously it must have been damaged in shipping. I asked why it took him 6 days to report this, no reply. He stated he would proceed with that , but instead went to e-bays so called resolution center stating the item was not as described. Well the rest is history, e-bay sided with him returned his money, but when I received the guitar back it was damaged at the base of the neck, from a fall, or a serious hit, not from shipping. I immediately notified ebay, but their curt little answer was, this case has been solved, but we'll review your statements. So now I sit with a damaged guitar obviously done by the original buyere carelessness, did I mention he had it for six day, received it on a Friday, notified me the following Thursday, and the knuckleheads at ebay sided with him. Frustrating to say the least. There needs to be an ebay watchdog org to try to stop this nonsense.