ComplaintsforeBay Inc.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Horrible experience, eBay colludes with buyers to commit return fraud! They escalated a return case without my consent for the sole reason of allowing the buyer to appeal, scam me out of everything, and damage my service metrics. Buyer maximusenergy, who somehow has amassed **** feedback without being banned for scamming, bought a dosimeter from me. It was VERY clear in the listing When I receive the order, I notice the condition has been modified by someone from FOR PARTS to USED. However, cancelling the order would have given me a defect, so I was FORCED to ship the item. The scammer then claims the dosimeter does not detect radiation. When I receive it back, I pull the diagnostic data which shows a detection at the VERY TIME THIS SCAMMER OPENED THEIR CASE! The display is now not visible at all, rather than the minor issue described in the listing. It was clear the buyer thought they could fix the display, damaged it further, then fraudulently filed a INAD claim and sent back the failed repair item. There's obvious collusion going on between eBay and this buyer, they likely know someone high up who allows them to run these scams.I have spent around 6 hours on this and won't be able to resell the item. the ONLY thing that will prevent me from escalating further is a FULL REFUND of all related charges. Anything else will be considered fraud and trigger police reports in the buyer's, eBay's, and my jurisdiction, *** reports, and **** mail fraud reports. You have scammed a disabled man out of a lot of money, shame on your wretched company!

  Business response

  04/11/2023

  Hello ****,
  
  Thank you for the opportunity to assist you with your BBB complaint. I understand your concern is regarding the return for order ************** which arrived in a different condition. I recognize this has been an unpleasant situation and I was happy to further investigate this matter.
  
  Based on our notes and previous correspondence, I can see that the buyer may have returned an item that has been altered. Since we do not have physical contact with your inventory, we cannot confirm what condition your item was sent in. We also must make sure we are fully backing our eBay Money Back Guarantee. Whether you're a part of the e-commerce world or have a physical storefront, these situations are going to come up from time-to-time.Its unfortunate, however, we wouldnt be able to offer any additional compensation in this case.   
  
  I wanted to mention that we do offer coverage for those sellers who are a Top Rated with 30-day returns or a seller who offers free returns. In this instance if you had opted for a 30-day return policy you would have had the option to issue a less than full refund. However, since you opted to have a no return policy you didnt qualify for this protection. For more information on this protection, please see the following link: *********************************************;
  
  
  Of course, if you believe a buyer is abusing the eBay Money Back Guarantee, we want to hear about it so that we can review their account and take action, if necessary. We rely on member reports to help keep the eBay platform safe for both buyers and sellers. You can use the following link to report a buyer: ****************************************************;
  
  I appreciate you bringing this matter to our attention and wish you all the best.
  
  Sincerely,
  ***************************
  eBay
  

  Customer response

  04/11/2023

   
  Complaint: 19894148
  
  I am rejecting this response because:

  I did not consent to having the case escalated with the knowledge that it could be overturned by the buyer. The case clearly said it did NOT qualify for the money back guarantee.

  I was explicitly told I would get top rated seller protections since the item is *********************** even if returns were off.

  My account has now been shadow banned after filing this complaint. VERY mature.
  
  Sincerely,
  
  *******************

  Business response

  04/19/2023

  Hello ****,
  
  I appreciate you taking the time to respond to **. While I can confirm the information provided was correct, I recognize there are lingering concerns and want to provide additional context.   
  
  As previously advised, we understand it can be a difficult experience to receive an item back that has been altered we still must ask our sellers to facilitate the return. Since no one at eBay has physical contact with your inventory we cannot confirm what condition the item was sent in.Therefore, we have no proof to dispute when a buyer claims the item was defective. As such, you are required as a seller to provide return shipping if a buyer states the item is not as described or defective, and you are required to refund the order once the item is returned. For more information on how the returns process works, please see the following link: ****************************************************;
  
  The transaction was covered under eBay Money Back Guarantee therefore, the claim should not have been closed. Additionally, just like you as a seller have the right to escalate or appeal a case decision, buyers also have that right. Therefore, the claim was appealed and correctly closed in the buyers favor since there was proof the item was returned.
  
  We do offer seller protections where you may issue a partial refund if an item arrives damaged or not as described. Most categories you are required to be Top Rated and offer 30-day returns, or you must offer 30-day free returns. You are not eligible for protection even in the business and industrial category if you choose a No Return policy. The defect has been removed from this case as a onetime courtesy, however, were unable to offer any additional compensation.
  
  Lastly, I have thoroughly reviewed your account and found no issues that would be preventing your listings from showing. Typically, listings are only hidden from search results if there has been a restriction placed on your account. There are no restrictions on your account, and I was able to find many of your listings during a search.
  
   Thank you for providing us the opportunity to clarify this matter further. Wishing you all the best.   
  
  Sincerely,   
  ***************************
  eBay 

  Customer response

  04/21/2023

   
  Complaint: 19894148
  
  I am rejecting this response because: no compensation and all listings are still hidden
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want Ebay to pay me the money in my account. I have called for a week now and have been told many lies. I have spoken with supervisors and have been told they cannot override the computers. Which lets me know they don't know how to do their jobs. I demand you send me my money and stop lying to me, it will be a year soon and I still have not been paid. Where is my check? Send me a check since you refuse a bank transfer to my account. It's almost a month and I still have not been paid. I am tired of the **** games.***************************************************** *****************************************************?mkcid=16&mkevt=1&mkrid=711-127632-2357-0&ssspo=fPvm4MI6Qr-&*****=3418065&ssuid=fPvm4MI6Qr-&widget_ver=artemis&media=COPY my store links are posted above I demand this issue gets resolved within 72 hours or I will have to file a lawsuit

  Business response

  04/12/2023

  Hello ******,
  

  
  Thank you for the opportunity to address your BBB complaint. I understand you have concerns related to your account status and seller funds being paid out. I am happy to investigate this for you today.

  To begin, it sounds like your recent eBay experience did not meet your expectations. As a company that strives to provide exceptional service,firsthand accounts such as yours help us to identify areas of opportunity within the business. Thank you for bringing this to our attention.

  After a thorough review of your account history and transaction details, our records confirm you were able to work with our Customer Support to complete our seller verification process.Additionally, such process was completed on April 3rd, and you have since received multiple payouts. While I am happy to confirm such news, I feel the need to update expectations regarding our seller verification policies and procedures. Please allow me to explain further.

  When it comes to handling of seller payouts and money movement transactions, eBay must identify our members to ensure that we remain compliant with federal regulations and adhering to Anti Money-Laundering and Know-Your-Customer laws. In the interest of maintaining a safe trading environment, from time to time we ask members to verify information before they're allowed to continue buying or selling on the site. Such information requested must be submitted, processed, and approved to stay compliant. All such information should be matching, and any contradictions could slow or even caused a rejection under the seller verification process. Small discrepancies can be honest mistakes but would cause further issues, especially with data points like Date of Birth or Social Security Number.

  For more information on verifying your account details and seller verification, please visit the following link:
  *************************************************************************************************************************************

  ******, I appreciate the opportunity to review and address your eBay concerns. I wish you the best.
  
  
  Respectfully,

  *******************************
  eBay

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased sandals off eBay, preowned in December. I wore these sandals last week for the first time. BOTH shoes had the soles fall off the first time I wore them. I contacted the seller who told me since I was outside the 30 day refund limit that I could not return or get a refund for the defective shoes I just wore for the first time. This seller knew they sold me garbage and made unprofessional remarks in my correspondence. I have ordered dozens of pairs of shoes off eBay, most preowned and never had a problem with any of them. I have had to return items only 3 times previously out of scores of purchases off eBay. I just had to file a complaint with BBB on an eBay seller who pretended not to receive my return to refuse to refund the $100+ purchase price of the item. I received a refund after my complaint was addressed.

  Business response

  04/06/2023

  Hello *******, 
  
  Thank you for the opportunity to address your BBB complaint. We understand you recently discovered an issue with an item purchased last year and have been unable to obtain a satisfactory resolution from your seller. We realize these situations can be frustrating and wed be happy to offer our assistance. 
  
  Under our eBay Money Back Guarantee buyers are entitled to a no cost return if an item arrives damaged or not as described. In order to qualify for eBays Money Back Guarantee coverage, a request must be opened within 30 calendar days of the delivery date, or 30 calendar days from the latest estimated delivery date if there isnt a delivery date. More information regarding our policy and coverage timeframes can be found here:  ****************************************
  
  We recognize the damage to the sandals wasnt discovered until after the above timeframe had passed due to this being the first time you wore them. To ensure both parties are being treated fairly, we are unable to make an exception to the return window and therefore cannot require the seller to provide a refund or replacement outside of the eBay Money Back Guarantee timeframe. As such, we always encourage buyers to fully inspect their order upon delivery. This way a request can be opened in a timely manner, and we can ensure a satisfactory resolution is reached.
  
  That said, we understand you may have been unaware of the time frame to open a return request. Therefore, we are pleased to inform you we have issued a one-time courtesy refund for the order. The refund will be sent back to your original payment method within 3-5 business days. 
  
  Lastly, we realize you have concerns regarding the communications you received from the seller while seeking a refund. Our member-to-member contact policy prohibits members from sending messages which are not related to a transaction or abusive in nature. You can find more information on our policy here: **********************************************;
  
  Because of our Privacy Policy, we can't share any specific action we take, but rest assured the account you reported today will be investigated and the appropriate action taken. Should you receive any further communications which may not adhere to our member-to-member contact policy, wed recommend reporting them through the link provided above or contacting Customer Support through our help and contact page.
  
  We once again thank you for taking the time to share your experience with us and hope this information will serve you well in the future.
  
  Respectfully, 
  
  *****************
  eBay
  
  

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ordered '2' CV AXLE BOOTS from a vendor, on 3 / 26 / 2023, and then the vendor failed to ship the item. The order number is: **************. I contacted them on 4 / 1 /2023 and was told by '*****' in *************** that I would have to call in several more times to get a refund and to initiate a 'ticket' today, 4 / 2 / 2023 (Sunday) and I called the call center and spoke to '2' agents, one of them a supervisor who 'refused' to assist as I had initiated a DISPUTE with the ******************* after learning that a refund wasn't going to happen.This is a never ending battle with Ebay who subborns and aids and abets FRAUD by not culling out disreputable fraudulent vendors, time after time after time. They could create an automated process to track 'no ships' but they do not do this. Instead they play this stupid game of forcing customers to waste hours of their time getting nothing accomplished in the form of deserved refunds. FRAUD is FRAUD.

  Business response

  04/17/2023

  Hello ******, 
  
  Thank you for the opportunity to address your BBB complaint today. I understand you purchased an item which hasnt arrived and are seeking a refund for. I would be happy to investigate this for you. 
  
  First and foremost,we appreciate you taking the time to bring these concerns to our attention. We strive to make buying and selling on eBay as seamless, quick, and easy as possible. We regret hearing that our objective and your experience did not align but were thankful that youve shared this feedback. While this doesnt replace the time spent, be assured we take reports like this seriously and will review each interaction youve had with our Support Teams to take advantage of any opportunities present. 
  
  Upon review, I can see this is regarding the Empi Axle Boot Kit purchased on March 26th. We do have a Money Back Guarantee (eMBG) which covers most transactions on eBay when an item doesnt arrive or is received faulty, damaged or doesnt match the listing. The full terms of our guarantee can be confirmed here: ***********************************************************************************************************************************************************************;
  
  I can see that you have opened a dispute on this transaction with your financial institution. This dispute remains open, awaiting a final decision from your financial institution. Weve outlined within our eMBG policy that A buyer may not seek resolution for the same transaction under more than one buyer protection program.  eBay may close a buyers eBay Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction.
  
  This means that our eMBG coverage for this transaction was forfeited when a payment dispute was filed on this transaction. We always recommend our members pursure coverage with us if a transaction issue arises, that way we can ensure they are protected under the eMBG. However, once the case transfers hands to their financial institution, we cannot take any further action. Notwithstanding, we encourage you continue working with your financial institution for the resolution you seek. 
  
  While I recognize this is not the answer you were hoping to receive, I trust this clarifies our position on this matter. Im grateful for the opportunity to investigate this for you and wish you all the best.
  
  Sincerely,
  
  ***************************
  eBay

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I didnt receive my refund from the seller the seller was rude and then ghosted me and block my communication and took my ***** from me and didnt give me my money back I placed a order for a video game and then he said he will ship it whenever he feels like it and I just said why not Monday and then he started to get rude and took my *****, and wouldnt refund .

  Business response

  04/05/2023

  Hello Jermmie,
  
  Thank you for the opportunity to address your BBB complaint.
  
  I understand you recently purchased a video game from a seller, and they havent been as helpful as youd hoped.They have delayed shipping your item and refused to provide you with a refund.Now youre seeking eBay assistance in receiving your funds. Im happy to assist.
  
  After review, I can confirm you were fully refunded for this item on April 2nd back to your original payment method. Although I know you have outstanding concerns regarding the seller.
  
  Our goal is to make eBay the worlds most frictionless marketplace for customers to buy and sell. One of the biggest challenges we face is the complexity of our environment with over 1.6 billion listings and 167 million buyers around the world. We strive to make transactions work the way our customers intend them to, and when they dont, we step in and try to make it right. eBays policies and processes were designed with the intention that both buyers and sellers feel theyve been treated fairly. Thats a very significant challenge weve taken on, and one that we take very seriously. We frequently review buying and selling activity that *** threaten the safety of our community but also rely on member reports to highlight users we *** have missed.
  
  Your concerns regarding this seller have not gone unnoticed and can confirm they have been reported to our Trust and Safety team for review. They will investigate the account and take any action necessary in accordance with our User Agreement. Please note, not all actions will be visible from your side and can range anywhere from a warning to indefinite suspension - just depending on the cadence and severity of a violation. We will act according to our listing policies and User Agreements which you can find in our Help & Contact pages. To remain compliant with our Privacy Notice, I am unable to share what steps we *** or make not take on another members profile but hope this gives you peace of mind that we would never share the details of your account with anyone else.
  
  Jermmie, we appreciate the opportunity to assist you and confirm your refund. Please let me know if you have any other questions regarding this transaction. Im happy to help.
  
  Respectfully,
  ***********************
  eBay

  Customer response

  04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on eBay on February 27. The item was supposed to be delivered on March 3. The item was updated to delivered on March 3 but the delivery wasnt made at my residence. I checked with all the neighbors no package has been delivered. I immediately opened up a lost package inquiry on ***** then I opened up a lost package inquiry on eBay. The seller was supposed to resolve this issue, but never did. I then why did the allotted time for eBay to take over within less than 15 minutes after eBay took over they closed the case and inform me that I wasnt eligible for a refund. So not only did they break their customer service policy, they also broke the refund policy. I tried contacting eBay customer support only for them to end the chat less than two minutes after it was opened.

  Business response

  03/17/2023

  Hello ******,
  
  Thank you for the opportunity to address your BBB complaint.
  
  I understand you recently purchased an item and despite tracking confirming delivery, you did not receive your item. When you reached out to Customer Support for assistance in receiving your item or a refund, your claim was closed without resolution. Now youre seeking aid in receiving the outcome you deserve. After review, I can offer more details about what led to our initial decision and our available options to turn this around. Im happy to assist.
  
  Were thankful you shared your experience while interacting with our support teams. When you contact eBay, we expect youll be met with exceptional service in a quick, efficient, and personalized way. However,based on the details in your complaint, it sounds like we have an opportunity to make some adjustments. Rest assured; all your contacts will be reviewed to ensure were delivering the best possible version of ourselves. Thank you for bringing this to our attention.
  
  Please note, eBay is in a unique position as we never handle the items exchanged in transactions, but we support both buyers and sellers. While our hope is that every order runs smoothly, we understand there may be times when something is outside your/eBays hands. For these instances, we offer buyers a Money Back Guarantee and qualified sellers receive extended protections during disputes. 
  
  When you start an item not received claim, our system is looking for objective information within the case details to decide. If were unable to confirm an item was delivered to a buyer,well provide the seller with additional time to upload a tracking number.However, once tracking confirms delivery the case will be closed. Your claim was originally denied as tracking indicated the item had been delivered.
  
  You can read our full eBay Money Back Guarantee here: *****************************************
  
  That said, I realize you still did not receive your product. As a one-time courtesy I appealed the case outcome and have issued you a full refund. Please allow ********************************************************* a similar situation and disagree with a case outcome, you have up to ************************************* actual delivery to appeal the ruling.
  
  We appreciate the opportunity to clarify this process and provide you with a more desirable outcome. We wish you the best in your future eBay endeavors and thank you for being part of our community.
  
  
  
  Respectfully,
  ***********************
  eBay

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a purse for my wife (order number 07-09584-82317), and it took over 6 weeks to arrive, and when it got here the purse strap was missing. We have already bought a new purse since this one took so long to get here. I asked for a refund before I even received this because it was taking so long, but they sent it to me anyway after all that time. I also asked for a refund after receiving it due to the missing piece. Ebay said I could return it and the seller was responsible for return shipping charges, but I have not received a return shipping label yet. I want a return label so I can send this back.

  Business response

  03/17/2023

  Hello *****, 
  

  Thank you for the opportunity to address your BBB complaint. We appreciate your patience in awaiting our response. I certainly understand your concern regarding the purse you purchased which didnt arrive as expected or described. You correctly requested to return the purse, at which point the seller should have provided you a prepaid shipping label.
  

  I investigated the transaction and the claim. Allow me to clarify more about the return process. When a buyer requests a return, there are a few things that can take place depending on the seller and the buyer. The most common outcome is to return the item for a full refund. We do not require the seller to refund until they get the item back. I know this is challenging because you took the time to research and find an item you wanted, paid for it, and waited to receive it. Having to send it back and either wait for a new shipment or shop with someone else takes additional time. However, we need to adhere to our policies and process as they are in place to create the fairest outcome for both parties.  
  

  Once a return request is open, the seller has three business days to respond. The reason for this is to allow communication between the buyer and seller to come to a resolution. Some other likely outcomes are the seller can replace the item, offer a partial refund, or offer a full refund without a return. The seller isnt obligated to offer any of the other options. We appreciate sellers that work hard to give their customers a great experience. If a seller is asking for the buyer to send the item back and they will refund, that is what would need to happen.
  

  Here, the seller accepts 30 day returns, so the return was automatically accepted and a return label issued. If you could not access the return label or didnt receive one, we ask that you reach out to customer support for next steps. We would place the claim on a five-day hold to allow the seller to get you a new label.
  

  I closed the claim and refunded as a courtesy. You do not need to send the bag back to the seller.
  

  I hope this information is helpful. Thank you for your patience and understanding.
  

  Respectfully,
  

  ***************************
  eBay

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an account on E Bay. I have a balance of $17.47 I owe. Never had a problem paying my account. There web site now will not allow me to pay my account. The following is a history of me trying to pay my account. I have an excellent credit score (800+) and do not want it damaged. I have been trying ever since I first got notification to pay my bill I Have been trying to get help on E Bay so rectify this issue I have with My account which is ****************** I started off with a couple of chats with people and return phone calls with those that call back. I have a complete history of my dealings with E Bay On 12/27/2022 I got an email that my privileges have been restricted Have history to fill in here if needed 02/02/2023 Had another call back from E Bay. Lady on the phone said she couldnt help me, that I should email you because this has gone to collection.In my last conversation with E bay I was told that my account was sent to collections and that they couldnt help me anymore. Was told to Email all my info to the address they gave me ************************************* I did that, and it came right back that it was a bad email address. Did a search on the internet about this email address and find out that *** not the only one having issues paying my bill. There are many complaints, but know one can or will fix the problem. Everything on E Bay is all automated, so there is no real people that can help you. The people you do talk to have a scrip they follow and my situation isnt on that script. So they pass the buck 3/01/23 got another email from E bay saying - Restrictions to your ability to sell on eBay. STILL CANT PAY The fix is simple. When I go to PAY NOW it takes me to what I owe. When I try to click on PAY NOW tab, it doesnt work. Over the last 2 months NO ONE as been able to help me fix the problem PLEASE HELP ME *************************

  Business response

  03/17/2023

  Hello *****
  
  Thank you for the opportunity to address your BBB complaint today. I appreciate you taking the time to inform us of your concerns with your account restriction.
  
  We appreciate that you brought this to our attention for review. As a company that strives to provide exceptional service, firsthand accounts help us to identify areas of opportunity within the business. Rest assured; all of your contacts have been reviewed to ensure were delivering the best possible experience.
  
  The temporary restriction placed on your account was the direct result of account behavior that raised serious risk concerns. This action was not meant to reflect your integrity,but rather a preventative measure to ensure eBay remains a safe place to buy and sell.  In order to maintain community trust, sometimes we ask to verify certain aspects of a sellers business.
  
  In your specific circumstance, there were concerns because of a potential discrepancy we found with the registration information, we wanted to ensure this potential discrepancy was cleared with the proper information. Currently at this time your appeal is under review but there is not a current timeframe I can give you for the completion of it. There is currently no further information needed and you will be notified when it has been completed.
  
  Concerning the balance on the account, I do see that it is for two shipping labels. As you have been attempting to pay the amount but have not been able to I have issued a onetime courtesy credit. The balance on your account should resolved within the next ***** hours so you no longer need to worry about it.
  
  I know this wasnt the resolution you were seeking but hope to have clarified our position in the matter.
  
  Sincerely,
  
  *********************
  eBay
  
  
  
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to file a return and been unsuccessful Ebay sends a return label but it can not be downloaded to print - I have sent this information to them yet receive no response - I have sent a request to have a phone number to be able to contact CUSTOMER SERVICE at least seven time and received NO response

  Business response

  03/17/2023

  Hello *****,
  
  Thank you for reaching out to us through the Better Business Bureau. We work hard to ensure our members concerns are resolved, and that they have great experiences using our platform. It is unfortunate to hear that this has not been the case for you. We trust we can at the very least provide you with some additional information and clarity surrounding your complaint, if not resolve it completely.
  
  I had the opportunity to review the return for the jeep wrangler hardtop headliner noise reduction kit. I am able to see that the item was delivered back to the seller on March 15th and the seller later that day issued a full refund for the order. I understand you were having trouble downloading the return shipping label to be able to print it. I am glad to see that the seller was able to get you taken care of in that aspect and aid in your return of the item.
  
  With this said, I am thankful this issue was able to be resolved without eBay intervention and that the seller resolved your concerns.If I am mistaken about the ongoing issue within your complaint, please rebut and explain what has occurred and provide additional details like order number or item id.
  
  Thanks,
  *************************
  eBay 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company allows sellers to sell faulty broken products and then does not make them comply or follow good customer service policies. This company allows sellers to ship broken products, string their customers along for a refund and then refuse once they allowed enough time to pass. This company does not stand behind their 100% money back guarantee and they should not be allowed to sell products to consumers.

  Business response

  03/17/2023

  Hello ********, 
  
  Thank you for sharing your concerns regarding the quality of items shipped by our eBay sellers and the available eBay protections for buyers. We want our eBay buyers to have positive buying experiences and to have a reliable recourse if they receive broken or faulty products and have protections set forth in our eBay Money Back Guarantee policy to help them resolve concerns with purchases they have received. We are sad to hear you are disappointed with our protections and I am happy to provide further clarification for how our protections can be utilized with future transactions.
  
  Just as most institutions have timeframes for when paperwork or claims must be filed to be eligible for certain protections or benefits, with our eBay Money Back Guarantee we also require that certain timelines are met to open a return or item not received case in order to qualify for eBay mediation and buyer coverage. If a seller seems like they are stringing you along when trying to resolve an issue that could require eBay mediation, we recommend reporting the seller for the suspicious behavior so they can be reviewed by our risk team to assess their eBay seller status on our platform and to open a return or case through our website before our 30-day buyer protection period expires. That protection window for officially filing a claim that *** need eBay mediation, extends to 30 days after receiving a purchase or from the estimated delivery date if nothing was received. If you would like to read more about our eBay Money Back Guarantee and the time frames and requirements for orders and when they are eligible for protection, please visit the following link: *****************************************
  
  I hope the information I have shared in this complaint proves helpful if you have need of protections and mediation for future eBay purchases. We once again appreciate that you have taken the time to give us feedback and if you have questions or issues with current purchases that are within our 30-day protection period, please let us or our customer support know so we can review them and better assist you.
  
  Respectfully,  
  
  ***************************
  eBay 

  Customer response

  03/18/2023

   
  Complaint: 19560874
  
  I am rejecting this response because:

   I explained how the seller strung me along and prolonged the return/refund or exchange claiming to have forgotten about me and then contradicting himself saying he needed more information that was unnecessary as you stated but used that as the excuse for the time it took for next steps. I am out nearly $300 for your services and I am extremely unhappy.
  
  Sincerely,
  
  ***********************************

  Business response

  03/24/2023

  Hello ********,  
  
  I appreciate you taking the time to respond to **. While I can confirm the information provided was correct, I recognize there are lingering concerns and want to provide additional context.   
  
  From this response I believe this is related to the previous BBB complaint #******** you filed regarding a Frequency ************ (order number 25-09184-23528). If this is not about that order, I apologize and please clarify the statement for why you are out $300. For now, I will address this complaint as being associated to that purchase.
  
  As previously advised, we cannot further mediate a resolution between you and the seller ********* for two main reasons. One, a return was not filed according to the eligibility requirements and time frames outlined in our eBay Money Back Guarantee that all buyers and sellers agree to when they use our platform (please see ***************************************** and *****************************************). Two, when you first reached out to the seller seeking a resolution it was already past our buyer protection time frame. Any resolution for the order would have had to be resolved between you and the seller without eBay mediation at that time.
  
  I understand you have a defective product, and this resolution is not one that you desired nor hoped for, and I empathize with how you may be feeling because I would probably feel similarly if I were in your position. Even so, we cannot force a seller to work with a buyer outside of eBay mediation and this transaction does not qualify for eBay mediation. As such, we are upholding our previous response to BBB complaint #******** and will not be granting reimbursement for this order.
  
  Thank you for providing us the opportunity to clarify this matter further. 
  
  Respectfully,   
  
  ***************************
  eBay

  Customer response

  03/26/2023

   
  Complaint: 19560874
  
  I am rejecting this response because:
  
  

  all I am receiving is an apology. This seller found a way to misuse the return policy and tricked me and that is being allowed. What is being allowed is the seller stealing $300 from me and it is not right. You are not a reputable business.

  
  Sincerely,
  
  ***********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩