|Wed Apr 20 2016 21:30:10|
eBay Has a PR Problem That's Not Going Away
By: Ina Steiner
eBay has a public relations problem that may end up being as harmful as the 2014 revelation of its security breach. The source of the problem: The Counterfeit Report, a website backed by manufacturers that is determined to expose the problem of fakes for sale on online marketplaces.
The Counterfeit Report continues to pound away at eBay's reputation. The latest shot is a press release published today titled, "Duped eBay Buyers Due Millions In Counterfeit Product Refunds," and it compares eBay's practices around counterfeit goods to the way Takata handled its airbag problem. The press release starts out:
"As a consumer, you would expect to be notified that you may have purchased a dangerous, fraudulent or deadly product on eBay(R) (EBAY). Unfortunately, that doesn't happen."
It goes on to say:
"While consumers would expect to be notified by eBay that they may have received a fraudulent, dangerous or deadly counterfeit product and are entitled to an eBay Money Back Guarantee refund - the fact is, that doesn't happen."
The press release
included specific advice for eBay shoppers, telling them never to return a counterfeit item as "it is a violation of US Postal Regulations, Federal Law, and the only evidence for your refund claim," and telling them to open a refund claim under eBay's Money Back Guarantee.
Whether or not that's a fair assessment of the eBay marketplace or sound advice for shoppers, it's a problem for eBay to have the PR assault on its practices - and it's a big problem for sellers as well.