ComplaintsforeBay Inc.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order date: Feb 11, 2023 Order total:US $13.89 Order number: **************. The stickers that I received are different than I was expecting. The seller is also being difficult with me about returning the item. It says in the return details that the seller is responsible for return shipping costs. But they say that I have to pay for return shipping, after receiving the message that 'they can't provide a return shipping label.' Also, their return address has Chinese in it, and they didn't answer my question about how I am supposed to return it. They also said that the stickers are as described in the listing, but they obviously aren't. I purchased stickers from another seller. , and was shown these stickers on eBay on the checkout screen after checking out. Then I wanted these stickers, or the stickers that I thought they would be, and bought them later only to be quite unpleasantly surprised when I received and opened them. They were shown as having a dark backgroud with all blue chrome 3D letters. The images of the item have also been missing from the order details, and I think that the images have changed. I have reported this to eBay and received no help.

  Business response

  03/17/2023

  Hello ******,
  
  Thank you for the opportunity to address your BBB complaint today. We appreciate you taking the time to let us know about the issues with your return.
  
  We would like to take this opportunity to explain the protections we have for buyers in instances where an item does not match the listing description.  We want all our members to feel safe when transacting on our platform, and to ensure this, we have the eBay Money Back Guarantee.  This program is there to protect you in the event of a damaged item or one that is not as described. You have 30 days after the delivery date to open a return with your seller. Upon return delivery of the item the seller has two business days to issue a full refund to the buyer.If the seller doesnt issue a refund within the 2 business days, eBay may be asked to step in.
  
  You can learn more about the eBay Money Back Guarantee here: *******************************************************************************
  
  In review of your case, I do see that the seller had failed to provide you a means of return. As such I have granted, youre appeal and issued a full refund to your funding source. Please ***** hours for this to reflect. Additionally, if you ever have issues with a case, please our customer support through our help & contact pages for us to ensure it does get handled in a timely manner.
  
  I thank you again for allowing us to address your concerns and trust you will find this information helpful.
  
  Sincerely,
  
  *********************
  eBay
  
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ebay is stealing or someone explain to me. Ebay I made a sale my account displayed my total made off sale at $296.88. My payout is set to release to my account March 9th. This was my total after fees have been deducted. So I create a new listing for a different item on my sale page this item warns me it will cost $42.53 to list the item reserve price listing fee 7.5% of my listing price which I don't remember the amount. So I create the listing thinking it will charge after I've made a sale. So it gets $42.53 subtracted from my $296.88 and my available funds for payout are $254.35 to be released to my account March 9th. No so I contact ebay to clear the charge they handle it and say I should receive a email within 72 hours if they can retract the fee. No email and it's March 8th the credit was made back to my sell page. But not to my original total of $296.88 and they say the listing of a different sold item cost $42.96 that that's the amount missing from my account. But upon math of $296.88 to $254.35 that's $42.53 missing the fee charge! Either I'm not getting something or they just swiped money from me. I have chat transcripts of ebay and me explaining to them this situation and they tell me this.

  Business response

  03/16/2023

  Hello ******,
  
  Thank you for the opportunity to address your BBB complaint today. We understand you have some concerns with the final value fees you have been charged and we appreciate you allowing us the opportunity to address them.
  
  Since your account is in our managed payments program the fee structure has changed. We charge one final value fee when your item sells,and you don't have to worry about third-party payment processing fees. This fee is calculated as a percentage of the total amount of the sale, plus $0.30 per order. The fee percentage that you are charged is based on the category the item is listed in. Additionally, this structure does follow the industry standards as well.
  
  You can learn more about your selling fees at the following link:
  *****************************************
  
  In reviewing the transaction, the breakdown you provided is incorrect. For order ************** the total sale amount of the order calculates out to be $286.66 for the item + $10.6 for shipping and handling + $24.68 for tax coming to a total of $321.99. The final value fee for the category you had the item listed in is *****% so the fee was $42.66 + the $0.30 processing for a total of $42.96. The amount that was set to be paid out to you is $297.34 $42.96 for the final value coming to a total amount of $254.35. you can see this full breakdown of what was paid out to you in Payout ID **********.
  
  We appreciate the opportunity to address your concerns and trust you will find this information helpful.
  
  Sincerely, 
  
  *********************
  eBay
  
  
  
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After placing an order with Impossiblediscounts for 12 face washes, my package arrives, but with only 9 items in the box. I message the seller, asking if the other part of the order is still on its way, as I did not receive the amount of items I paid for and was shorted, I thought it must be some mistake. After the seller takes their slow time responding, they then tell me they can refund the difference. I then message them back and say that would be okay. Seller NEVER issued a partial refund. Finally after the seller does not respond to my messages, in which I think I was too polite, I ask Ebay to step in, of course there is a certain waiting period for the seller to respond before Ebay officially steps in. The seller then gives me the run around asking why did I open the package, WHAT? Of course, you should inspect anything you receive to make sure its in good order, in which I counted the items and send a picture showing that there were only 9 items in the box and they shorted me, they then give me the run around again and refuse to settle with me. Once Ebay finally steps in, they side with the seller an immediately close the case. No partial refund of the difference, nothing. I wrote a negative review for the seller, which WAS APPROPRIATE to warn other buyers, so they don't get ripped off. Ebay of course, deletes the review. No protection for buyers whatsoever! Luckily, some of my favorite sellers I've found on Amazon, but I'm still disgusted that Ebay won't stand up for buyers and sides with sellers who lie and misrepresent themselves. NO wonder this seller had such high reviews, and like their name says, "Impossiblediscounts", yeah, they really got the "impossible" right. They short and cheat customers, that's why their prices appear so low.

  Business response

  03/16/2023

  Hello *****,
  
  Thank you for the opportunity to address your complaint through the BBB. I understand your frustration in not receiving your full order,and I am more than happy to assist.
  
  I see your seller agreed to a partial refund to make up the difference on February 22, and Im disappointed to hear they did not follow through. With the seller not responding, escalating the claim and asking eBay to step in was the correct thing to do. Im aware that unfortunately the claim was denied as our system detected delivery confirmation on the item not received case. For instances where an order arrives incomplete or missing the promised quantity, I would recommend using options such as missing parts or pieces, or doesnt match description.
  
  Regardless of the claim that opened, Im cognizant of what your actual issue was with this transaction. For the missing product, and any inconvenience caused, I have issued a refund of $35. I appreciate you bringing this to our attention and allowing us to take a second look.
  
  In order to provide a seamless experience, feedback is removed automatically if a case if closed in favor of the seller. I recognize this can lead to drawbacks in certain scenarios such as yours, where the feedback represents a valid experience. While we dont restore feedback once it has been removed, we hold sellers accountable in many different ways, and when negative feedback is recorded, our trust and safety department will still have access to your original comments. This is taken into consideration when a sellers account is reviewed for risk or performance concerns.  
  
  Thank you once again for taking the time to share your experience with us through the BBB. Im glad we were able to provide the partial refund that was expected from your seller and offer additional clarification. Best wishes to you.
  
  Respectfully,
  
  *****************************
  eBay

  Customer response

  03/17/2023

   
  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

  03/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Username: click&pick-5 Name; ***************************** Email:************************ Cell num : *************** I have started selling on ebay from Feb 2023. I started listing my product and got some orders About a last 3 to 4 days. I have received a message on my WhatsApp Num *************** as well as on my ******** profile as well. A person show himself as an ebay insider and he asked me for 400$ to pay him. I have asked that i am unable to pay you. He said, i will suspend your ebay seller account. After two days ******/Later on my account was suspended on yesterday. I have attached the screen shot he sent to me for ebay insider or back end panel and also his chatting screen shot which is showing he is demanding for 400$ and also the panel access screen shot.Here its ******** profile: ******************************************************* I have not put my ebay details or email or ebay username anywhere in public or in somewhere ecommerce groups etc. I am following ebay policy but i was restricted from selling. But dear i provide good customer service and manage everything to satisfy my buyers.My account was permanently suspended. I have contacted customer support and they asked me first they need to verify some information. They asked me some questions. These are as below;1. Which product you will sell? or How you are planning to use your ebay account.2.How you ship products to customers 3.How long it will take to ship products.4.which payment method you are using.Although i have completed this verification back in Jan 2023 as well and even identity verification. After asking the above questions i replied them and they put my call on hold for 5 mins and after that they asked me we are unable to restrain your account. I contacted on customer support and I am disappointed so I come to you and do not know what went wrong. but you can see my progress as a new seller on eBay as a new seller on ebay. Also how unsecure is ebay.Appeal file attached in detail

  Business response

  03/16/2023

  Hello ********,
  
  Thank you for the opportunity to address your BBB complaint today. I understand your account was suspended and you think it may have been the action of someone on eBay who demanded payment from you, or they would suspend the account. I recognize the frustration you must have experienced hearing this. Im happy to further investigate your allegation.
  
  Ive thoroughly researched your account, including contacts with customer support and want to provide additional context. From what Ive gathered, your account was reviewed by our Trust and Safety team. Its important to note, the safety of our platform is a priority of ours and something we take very seriously. During their review, there was signs of risk that were too great to ignore, so the account was suspended so it couldnt be used to buy or sell. I see you appealed that decision.
  
  I appreciate you partnering with us to resolve risk concerns. As such, after an additional review, the account was reinstated. That said, we were unable to confirm the suspension or reinstatement was unusual in any way.
  
  As you cited in this complaint you didnt provide payment to what youve mentioned may be an eBay insider, either to prevent suspension or ensure reinstatement. As such, we cant identify these actions were due to an inappropriate (and unacceptable)action of any eBay employee misusing their position.
  
  ********, we always appreciate when our members take time to share their experiences with us. Were happy youve given us the opportunity to research your concern. We want to thank you for being a member of the eBay community and wish you every success as you grow your business.
  
  Sincerely,
  
  ***************************
  eBay 

  Customer response

  03/22/2023

   
  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

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in 2017 my account was suspended due to being 'below standard'. I was not giving the necessary allotted time or resources to get myself out of it. Therefore Ebay set me up for failure, shortly after that they reworked their seller compliance rules to allocate more leniency/forgiveness due to the number of buyer issues that they realized buyers were causing. However when I contacted to resolve the issue I was told that it was a forever suspension. Based on the current system compliance system that was instated after the fact I would have been within seller requirements and my account would not have been on risk. I have asked to speak to a manager or team lead to discuss any way to prove myself as I sell with 4.9 stars on other platforms with thousands of reviews. But have been denied every time.

  Business response

  03/17/2023

  Hi *********,
  
  Thank you for the opportunity to address your BBB complaint.I understand you are requesting assistance with your eBay account as it was suspended after the account had fallen below standard. I would be happy to look into this for you.
  
  As we are only able to store data for to 2 years. As such, I am unable to provide specific information regarding this below standard restriction as it took place in 2017. However, I would be happy to provide general information pertaining to our seller standards.
  
  To determine a sellers performance, we use the following metrics: order defect rate, cases closed without resolution, late shipment rate, tracking uploaded on time, and transaction/sales history. Should the minimum requirements not be met with the order defect rate or cases closed without resolution categories, the account with receive a ************** status. Once an account falls below standard, it is subject to the following:Funds availability, increased FVF of 5%, and search demotion. Additionally, the account is subject to these consequences until the performance level is no longer **************.
  
  These consequences will apply to the account for three evaluation cycles. If during this time a sellers performance improves, the limitations on the account will be lifted. However, if there is no improvement, further limitations such as restrictions or suspensions may be applied to the account. Kindly note that this information is outlined within our User Agreement.
  
  That said, because the account did not show improvement within the allotted 3 month timeframe, we are unable to lift the restriction on the account. Although the account can no longer be used for selling purposes,know that you can continue to use the account for purchasing.
  
  Lastly, I am sorry to hear about your experience with customer support. Please know all communications regarding this matter will be reviewed and any performance opportunities located will be addressed internally.
  
  I recognize this was not the answer you were hoping to receive, but I trust this information provides a better understanding regarding this process.
  
  Regards,
  
  *************************
  eBay

  Customer response

  03/18/2023

   
  Complaint: 19560059
  
  I am rejecting this response because:
  This is not a resolution this is an excuse. I was referred here by multiple people(males specifically) from a forum who got their accounts reinstated after being permanently suspended. At this point I feel that I'm being discriminated against. Additionally, when my account originally fell below standard I was advised by an Ebay representative that I should temporarily stop listing so that my statistics would correct themselves and be lifted out from the "below standard" range.  I took the advice of this Ebay representative and filled my orders and didn't attempt to listed many listing.  Ultimately, losing my account.  I don't understand how some individuals are getting their accounts reinstated, ones that have been suspended both longer in some cases or less time in others, yet there is no way I can.  Don't you have a non discriminatory policy in place that prevents this type of unfair acts? All I have asked for is to be reinstated on a probationary period so that I can build my reputation. No differently than others have been giving that opportunity. 

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

  Business response

  03/23/2023

  Hi *********,
  
  Thank you for your reply. Although I can confirm the information provided is correct, I realize there are lingering concerns and would like to provide additional context.
  
  To begin, I apologize that this experience has caused to you feel as though you are being discriminated against. Please know that was never my intention. Note, eBay is a global company which strives to be as diverse and inclusive as possible. That said, I can assure you that discrimination would never play a factor in our decisions. For more information on eBays Diversity and Inclusion, please visit: *******************************************************************
  
  Our decision to permanently restrict your selling abilities on the site was purely based on violation of our stated User Agreement and site policies which apply to all members on our platform.
  
  I realize this was not the resolution you were hoping for,but I trust it eases your mind as to why we are unable to fulfill your request for reinstatement.
  
  Regards,
  
  *************************
  eBay

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account was taken down at the age of 19 for having an account created at the age of 17. They didn't do it till I had $3k in available funds to be released. I am now 21 and I have contacted support by live chat and phone probably 75+ times.All they tell me is to contact my local unclaimed property and follow the escheatment process, but I have done that 10 times over the past 2 years and they say there is no property for me. I've exhausted my options and spend so much time on this it's caused me a deal of stress. How is this allowed? My ebay email associated with this is ********************** and the username: secret3985

  Business response

  03/16/2023

  Hello *******,
  
  Thank you for the opportunity to address your BBB complaint.
  
  I understand your eBay account was restricted two years ago during a selling review and later suspended as it was discovered you created the profile while you were under the age of 18. At the time of the suspension you had over $2000 waiting to be paid out, but you never received the funds. When you contacted Customer Support seeking more details about when you could expect the funds to process, you were told they would follow the escheatment process but werent provided a definite timeline. Now youre seeking a higher level of intervention so you may receive your money. In review of your account, I can offer more details on what led to our decision and any next steps. 
  
  Periodic selling reviews are part of the normal process to sell on the site as they allow eBay to verify members have a reliable source for their inventory and can fulfill orders with little to no issues. Over the years weve seen a correlation between new buyers returning when they have a reliable experience, versus a buyer having a poor one and never returning to the site. Buyers keeps sellers in business and sellers help eBay. By reviewing accounts with new behaviors, large increase in sales, new inventory, or increase in bad reviews, we can help mitigate bad buying experiences before they start.
  Specific to your account, we noticed an increase in buyer complaints and late shipments. We strive to prevent stressful situations and we were concerned your business was getting too big, too quickly. While your account was suspended for underage concerns,there were other factors taken into consideration when we made the overall decision.
  
  After multiple requests for proof of merchandise we were unable to verify your supplier or business model with documents you provided. If were unable to verify you have both a reliable and reputable supplier for your inventory, we may err on the side of caution and restrict to protect the interests of the eBay community. Whether users have one profile or multiple ones, eBay expects users will manage each of their accounts effectively, follow the rules, and do all that they can to ensure their experiences on eBay go well. When your account was recently reviewed, we identified multiple associations to other suspended accounts not meeting performance standards or site policies. This means that any additional accounts created are also subject to action in accordance with our Multiple Accounts Policy and User Agreement.
  
  You can read our full Multiple Account policy here: *****************************************
  
  That said, were unable to reconsider your account for reinstatement and your funds will follow the escheatment process. How long the funds remain in an eBay liable account varies depending on region. Eventually we will release the funds consistent with local regulations. Sellers can contact their state to receive their funds and should be notified by email if they have asset/funds dispositioned as part of escheatment. If you have not received this notification then the funds are still in the eBay liable account and havent finished processing through escheatment.  
  
  *******, I know this is not the response you were seeking but trust this explains why were unable to provide a more precise timeline. We appreciate your cooperation and understanding.Wishing you the best in your future endeavors.
  
  Respectfully,
  ***********************
  eBay

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm a seller on Ebay and on March 4th, 2023 I sold my good watch for much needed funds.Shortly after the sale, I received an email from Ebay saying my funds would be withheld until I could verify my I.D. I logged into my sellers' account on Ebay and uploaded the front and back of my photo drivers' license and it was declined. I spoke with an Ebay representative on their chat option and was told it was because their security company "Compliance" said it was because my license had expired. I explained that I've been disabled and housebound and hadn't been able to drive in a few years. I spoke with another agent via phone explaining the need to have my funds released to me and this agent apologized and said all I would need to provide to verify my identity is a current utility bill. I took a picture of it, front and back, and uploaded it on March 5th 2023. On March 6th I received another email declining my verification. That same day I called Ebay and spoke with "*******" in Ebay's Leadership team in ***** explaining a desperate need for my funds and she said she would be reaching out to another department that would help and that she'd follow it closely and report back to me. She also said there are others' in the same situation selling on Ebay with expired driver's licenses. It's been two days and I haven't heard anything back. There's a red banner on my sellers' page saying my account could suffer "further restrictions" without verifying my account.I've provided everything I've been asked to with information that's matched what's been on my sellers' account for the past 13 years and I've been a seller there with 100% customer approval ratings.When I saw that the watch I sold was paid for and ready for me to ship it, I quickly ordered food I was running out of. I live on a small disability check right now and living hand to mouth. Now I'm getting payment declines on my checking account, checks are bouncing, and late fees will be accruing. This is DIRE.

  Business response

  03/16/2023

  Hello *****, 
  
  Thank you for the opportunity to address your BBB complaint today.  I understand your payouts were being held awaiting verification information from you. I would be happy to investigate this for you. 
  
  First and foremost, we appreciate you being a member of the eBay community since 2021 and taking the time to bring these concerns to our attention.  I regret any frustration or hardship this *** have caused you.  Please understand that we periodically ask our members for additional verification of the information they provide to ensure we are meeting the strict regulations of the industry.  Weve outlined these expectations within our Payments Terms of Use found here: ***************************************************************
  
  Youll find this information, Regardless of any other terms about settlement methods on the eBay Services (including eBays payment policies and information available when you create listings, which *** continue to display settlement methods that are not currently supported for payments that we manage), disbursements via other settlement methods, such as to PayPal,are not available at this time. You *** change your **************** Account at any time. Payouts will be made to your new **************** Account subject to (i) your completion of the **************** Account verification process, and (ii) the completion of our assessment for security and risk purposes and under our anti-money laundering and other legal obligations.  Now that eBay handles the payment process, we are required to meet various compliances associated with money movement. Part of this process is meeting the Know Your Customer requirements.  Its important to understand account verification is industry standard and a regulatory requirement performed by all companies handling money in the Finance and eCommerce industries.
  
  Ultimately, eBay's goal is for our sellers to function as a business. It is expected that sellers will need to devote their personal time in the managing of their business or in resolving issues that *** arise. As such,eBay does not compensate members for time spent in the managing of their business. What you have experienced is an unfortunate but expected form of expense while selling on an online platform. 
  
  Were grateful for your diligence in working to provide the requested information.  I can confirm that weve completed this verification process and your payouts are no longer being held.  To read additional information on Payments on hold, please visit our help pages under the Help & Contact link located at the top of our webpage.  For easy access, Ive included a link to that page here: **********************************************;
  
  I trust this addresses the concerns outlined within your BBB complaint and am thankful for the opportunity to investigate this matter for you.  I wish you all the best.
  
  Sincerely,
  
  ***************************
  eBay
  

  Customer response

  03/16/2023

   
  Complaint: 19559722
  
  I am rejecting this response because: Every representative I spoke with told me to upload a certain type of ID and each time I did it was rejected as not valid. Each chat  transcripts show this. I was lead on each time on by ill informed Ebay personnel over the course of several days causing financial harm and inability to purchase groceries during almost a week that you were holding my sale funds. Ebay did not provide advance notice prior to my sale that new verification would be needed, otherwise I would've had time to find out what was needed and provide it preventing this personal crisis.
  
  "It is expected that sellers will need to devote their personal time in the managing of their business or in resolving issues that *** arise"....

  *This is not managing my business when I keep being given wrong information and continually have to chase Ebay's representatives for correct protocols.*

  "As such, eBay does not compensate members for time spent in the managing of their business. What you have experienced is an unfortunate but expected form of expense while selling on an online platform."....

  *The time and duress I was caused was not from managing my business but from being given wrong information every time which is not an "expected form of expense" on Ebay's selling platform."
  
  Fair compensation would be an expected form of demonstrating Ebay's proclaimed appreciation of my being a long ********************* and show that I am valued for that.

  I'm just a person dealing with disability and trying to make ends meet.

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

  Business response

  03/23/2023

  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.   
  
  Kindly note,when uploading a photo ID our site indicates that it can be either a current driver license, passport, or another government-issued ID card.  Additionally, it states that you must make sure your license: hasnt expired, is in color, among other requirements to ensure there is no issue with verifying your document.  I can confirm that your ID was unable to be verified because you submitted an expired license.  While I understand the extenuating circumstances that apply in your situation, I hope you can understand that these verification processes are in place to ensure eBay is compliant with regulatory standards.
  
  That said, I want to assure you that we strive to make buying and selling on eBay as seamless, quick, and easy as possible (which certainly includes the level of support provided if you ever need assistance).  I regret hearing that our objective and your experience did not align but are thankful for the feedback youve provided us.  While this doesnt replace the time spent, be assured we take reports like this seriously and have reviewed each interaction youve had with our Support Teams to take advantage of any opportunities present. 
  
  I would like to highlight that weve outlined our terms of payment processing and hold expectations within our User Agreement and *******s Terms of Use.  These terms and agreement are provided at the time of registration and by continuing with registration,are agreed upon.  For your record, weve specifically outlined the following terms which apply within our *******s Terms of Use that Payouts will be made to your **************** Account subject to (i) your completion of the **************** Account verification process, and (ii) the completion of our assessment for security and risk purposes and under our anti-money laundering and other legal obligations. Our assessment typically takes up to two (2) days after your completion of the verification process, or longer if any issues or irregularities arise in which case we will complete our assessment without undue delay.We are not responsible for any losses suffered by you as a result of incomplete or inaccurate information you provideWe reserve the right to manage the risks associated with providing you the ******* Services, by placing restrictions on your access to your funds when deemed necessary, as described in further detail below.
  
  You agree that we *** place holds on your funds or instruct a payment service provider to hold your funds, prior to disbursement. For the avoidance of doubt, if you receive funds to either a stored value account issued to you under eBays Balance Terms and Conditions or to a payment account,a hold *** also be placed on such funds. If a hold is placed on your funds, the amount and status of the hold will be displayed under the *******s tab in the Seller Hub/My eBay. We will notify you through the eBay ************** and/or by email and, depending on the reason, *** request additional information from you to help resolve the issue. A hold *** be placed if we have reason to believe there is an increased risk associated with the provision of our ******* Services or with a certain Managed ******* transaction, for example if we cannot verify your identity or if your buyer files a dispute.
  
  As previously advised, we do not compensate members for time spent in the managing of their business. We regret any hardship this process and related experience in working with our Customer Support teams but appreciate the opportunity to provide this additional clarification.  Thank you again for sharing your experience with us.  Although I know this is not the outcome you were hoping for, I wish you the very best moving forward.
  
  Sincerely,   
  
  ***************************
  eBay

  Customer response

  03/27/2023

   
  Complaint: 19559722
  
  I am rejecting this response because: Your representatives were not trained properly with the instructions I was given to free up the funds for my sale.
  The first representative assured me that my expired driver's license would be acceptable. She explained that others dealing with disability had their expired licenses approved as verification, but mine was rejected. She assured me a follow up call to make sure it went through and I got my funds but never followed up.

  My next contact was with an Ebay representative (after conferring with their supervisor) who told me that I could simply upload a utility bill, which I did, assuring me it would release my sale earnings but it never did. The next representative had me upload a disability placard ID card, which I did, and again that was rejected by yet another rep saying it was "too blurry". The photo I took before uploading it was very clear. When I persisted, she retracted her complaint and finally it was put through.

  All of this took hours of wait time and several days before I could get my funds. Being housebound and relying on my sale money to buy food and having to be put through this put me through much suffering. 

  To say that this was all an expected part of "managing my business" when your representatives continually gave me conflicting and outright wrong information is the highest insult and disrespect to a longtime and good seller on Ebay's platform.
  I'm infuriated and disgusted at Ebay's ways of managing it's business and my respect for the company has been greatly diminished after this most trying incident.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 08, 2023 eBay Inc decided to suspend my eBay account. My eBay account username is Exoverse and my contact information associated to my eBay account is ************ and *********************** I am the owner of this account and Ive been a eBay member since 2010 and I have never had issue with you guys in the past but after you guys suspend my eBay account is completely wrong and unjustified. Everything I sold on eBay is legit, good high feedbacks, low transaction defects, fast shipping, delivery on time, and 100% eBay pass authenticity guarantee. Im not putting anyone or the eBay community at risk.Between Jan 2022 and Dec 2022 I made $86,000 in sales and $5800 collected by eBay fees and between Jan 2023 and March 2023 I made $11,000 in sales and $1600 collected by eBay fees. How am I a risk? When you guys made so much money off my sales. I want Justice for my eBay account. I completely disagree with this suspended decision because I know I did nothing wrong and the fact Im getting punish for being a good seller is unacceptable. All I want is justice for my eBay account. If any humanity please reinstate my eBay account thats all I want. Thank you for reading and for your time.

  Business response

  03/17/2023

  Hello ***********, 
  
  Thank you for the opportunity to address your BBB complaint today.  I understand your eBay account was suspended and youre requesting reinstatement.  I would be happy to investigate this for you. 
  
  I regret any frustration or inconvenience this may have caused you.  Please understand were committed to providing a secure and fair marketplace for our buyers and sellers.  To support this commitment, weve put in place policies that govern our expectations of members on eBay. We routinely review both buying and selling activity on our site and in situations which we identify concerns with a members account activity, we will act in accordance with our User Agreement. 
  
  You can find the full details of our User Agreement here: *****************************************
  
  Please understand as eBay is an internet-based business, and its members are our customers, we must carefully weigh the risks involved with allowing users on the site.  From time to time, we find accounts which have a risk that no longer justifies a continuing relationship with us. In those situations, we suspend an account.  While we do assess accounts based on many factors, we do not disclose information that could allow circumvention of our policies. 
  
  I can confirm your account was suspended because it caused concern for us and our community.  While weve completed an additional review of the account, Im sorry that were unable to accommodate your request for reinstatement.  I know this is not the answer you were hoping to receive, but Im grateful for the opportunity to provide this additional information.  I wish you all the best.
  
  Sincerely,
  
  ***************************
  eBay

  Customer response

  03/17/2023

   
  Complaint: 19559597
  
  I am rejecting this response because I know Im not a risk and not a risk to the community Ive been a member since 2010 and the owner of this account and for eBay to suspend my account in a snap is completely wrong I dont believe this decision is true and I dont believe this outcome is right. eBay is part of my daily life and eBay is a major public marketplace for the whole world  to buy and sell on eBay to take away my privilege prevent me of buying and selling is like locking someone in cage forever . I want my account reinstate and should not be permanently suspended this is unacceptable. I just want my account back.

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

  Business response

  04/03/2023

   

  Hello ***********,

   

  Thank you for the opportunity to clarify our position.

   

  First, its important to be aware that much of the internal actions we take when we suspend an eBay account remain proprietary and protected by eBay.  This is in part to protect the privacy of our members and in part so that we can continue to identify users who may want to harm our community.  With that said, wed like to do all we can to give you the details youve requested.

   

  *******, after a thorough review, our Risk Team found your eBay account to be an undeniable risk to our community based on your current and prior account behaviors as well as associations to other suspended accounts.  As such, we made the difficult decision to suspend your eBay account.  This means that any subsequent accounts created are also subject to action in accordance with our Multiple Accounts Policy and User Agreement.

   

  Having made the decision to suspend your account, we did ensure you were notified of the action. Although I understand you were hoping for more detailed information, please keep in mind that due to the proprietary nature of our review process I am unable to accommodate your requests in this matter. Nevertheless, I assure you that the decision made following a thorough review of your account. While we are thankful for your passion for wanting to continue using eBay, we have made a final decision and are unable to consider your request for reinstatement. 

   

   

  I recognize this wasnt the outcome you were hoping for, although I trust our response explains our position as well as our reasons for not providing more specific information. I would like to thank you for your understanding and wish you the best in your future endeavors.

   

  Sincerely,

   

  *********************

  eBay

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On march 3 I bought a 100$ ebay gift card from ********* when I went to use the card money wasnt on it I called ebay and they said the new card I just bought was linked to another account so I proved the card was mines with the receipt and the eBay card, I did that and eBay linked the card back to my account with the money missing only 24$ on the eBay card while Im trying to tell ebay the issue on the eBay assistant chat they kept closing the chat then would email me and make it seem like I wasnt responding, ebay also told me a supervisor would call me and never called me neither, my mom called Ebay and spoke to eBay and they confirmed they let the fraud action go through even tho I called a after a order was made ebay said once they buy something off eBay.come they cant give my money back, the money should have never went through if I called while they was scamming me, I uploaded the pictures to eBay of the receipt and gift card

  Business response

  03/28/2023

  Hello Travvy,
  

  
  Thank you for the opportunity to address your BBB complaint. I understand you have concerns related to a recent eBay Gift Card you purchased from Walgreens,not having the full amount of credits. I would be happy to assist you today.

  To begin, it sounds like your recent eBay and Customer Support experiences 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 Gift Card team, to recover the remaining balance of $24.01. While we are aware the full amount you originally purchased was not recovered, we can verify this resolution is correct, in accordance with our eBay policies. Please allow me to elaborate.

  When it comes to purchasing gift cards, there are a number of ways to protect yourself from gift card scams, including keeping your redemption code safe and only using your gift card at checkout on eBay.com.

  Treat your eBay Gift Card redemption code like cash.
  -Never give or send your eBay Gift Card code to anyone outside of eBay.com checkout. Thats a scam.
  -Your eBay Gift Card can only be redeemed at checkout on eBay.com.
  -Do not use your gift card to pay anyone outside of the eBay platform.

  Additionally, if your eBay Gift Card is used and/or redemption code is given away before we are able to freeze or attempt to link your gift card, we are unable to recover any lost funds.

  Please visit www.FTC.gov/giftcards or www.ebay.com/giftcardscams to learn more about gift card scams.

  Travvy, while I am aware these might not be the answers you seek, I hope I have clarified our position on the matter. I want to thank you for the opportunity to review and address your eBay concerns. I wish you the best.
  

  
  Sincerely,

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

  Customer response

  03/29/2023

   
  Complaint: 19559058
  
  I am rejecting this response because: I NEVER GAVE THE NUMBER OUT TO ANYONE GTHE MONEY WAS NEVER ON THERE I DONT UNDERSTAND HOW SOMEONE USE A CARD THAT THEY NEVER HAD THE INFORMATION ON YALL JUST A WHOLE SCAM WEBSITE YALL CAN CANCEL ANY SUSPIOUS TRANSACTIONS AND I WAS INFORMED BY EBAY THE TRANSACTION WAS MARKED AS SUSPIOUS SO WHERE IS MY MONEY ? WHO GET MY MONEY  **** GOT IT OR THE SCAMMER GOT IT BCECAUSEW THE TRANSACTION WAS FLAGGED 
  *************************

  Business response

  04/04/2023

  Hello Travvy,
  

  
  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, eBay gift cards are non-refundable or redeemable for cash. I do apologize for any inconsistent information you received regarding this issue.  Moving forward,please Protect the Gift Card like cash. Lost, stolen, or damaged Gift Cards will only be replaced if the Gift Card has never been used, and only with satisfactory proof of purchase and Gift Card number, where required by law.

  Despite you confirming you did not give out the Gift Card numbers knowingly, eBay is not able to recover gift card funds, especially once lost off the eBay platform. Additionally, any issues with activating a gift card or ensuring the correct amount was applied to your purchased gift card, would need to be pursued with the storefront you purchased from.

  You can view more information regarding our Gift Card Terms and Conditions in the link below:
  **********************************************************************

  Travvy, I want to thank you for providing us the opportunity to clarify this matter further. Wishing you all the best.   
  
  
  Sincerely,   
  
  *******************************
  eBay    

  Customer response

  04/06/2023

   
  Complaint: 19559058
  
  I am rejecting this response because: Its Not about Yall approving a fraud transaction its about yall not letting receive the rest of the money that was left on the card so what your saying is basically I paid 100$ for a ebay card I got scammed for 76$ and yall keeping the 24$ ? It aint adding up where is my money I feel ebay has my money, you never addressed any issue I clearly said yall froze my card and took the funds the card is unusable with 24$ left on it because yall froze it after it was scammed yall company is a scamming company and I believe yall have all my money dude to the fact now I cant even get my 24$ that was on the card left so, my question once again where is my money ? Nobody scammed the 24$ unless yall took that too but Im convinced yall scammed me with yall ebay cards and I wont stop until ebay fixs my issues and once again its not about yall approving that fraud transaction 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second instance where I ordered shoes from ebay and the seller falsely advertised the size. ebay has a money back guarantee supposedly but the seller denied the return and they closed the case without ever researching it. The shoes were advertised as a size 6 in men. The size sent to me was a 6 1/2. They are too big. I just want my money back.

  Business response

  03/16/2023

  Hello *****,
  
  Thank you for the opportunity to address your BBB complaint. I appreciate you taking the time to talk with me today concerning the order youve cited in this complaint, as well another order you recently purchased.
  
  As we discussed,eBay Money Back Guarantee (eMBG) assures a buyer can return an item and get their money back if they report that what arrived didnt match the listing.
  
  To review eMBG click here: *************************************************************************************
  
  That said, we appreciate our members sharing instances in which they think there may be opportunities to enhance our communications. As such we want to thank you for taking time to bring your experience to our attention.
  
  *****, I know that these experiences were unsatisfactory. As such I appreciate the opportunity youve given us to explain our policy and to make things right. Weve initiated full order refunds for orders ************** and **************. Depending on your financial institutions processing time, you should see the credits post to your account within 3-5 business days.
  
  All the best,
  
  ***************************
  eBay

*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. ↩