|Mon Feb 2 2015 20:29:48|
eBay Admits to Newspaper It Gave Seller Bad Information
By: Ina Steiner
Occasionally we receive reports from sellers who say they were told one thing by an eBay customer service rep, only to be told later that the rep was wrong, in some cases leaving sellers with a defect or a suspended account.
That's what happened to one eBay seller from the UK, but rather than swallowing her frustration, she reached out to a major newspaper asking for advice.
The newspaper looked into the problem on the seller's behalf and reported back. It said eBay had initially told the seller she had correctly described an antique auctioneer's gavel from the 1700s, but then it backtracked and issued a refund to the buyer who had filed an Item Not as Described claim.
"eBay now accepts that what you were told by the customer service team did not tally with its later stance," the Telegraph wrote. Thanks to the publicity, eBay will no longer demand from the seller the amount it had refunded to the buyer. It also issued the seller money to cover her postage costs and reinstated her seller account.
One of the frustrating points about the case is that the seller said at no time did the buyer or eBay provide her with information to support the claim that the item was not as described - yet eBay set a collection agency against the seller for the money it said she owed the buyer.
It's not the first time a newspaper took eBay to task for setting a collection agency against a seller. The Daily Mail's This Is Money described another case in 2013, writing, "eBay does not come out of this tale at all well."
These do not appear to be isolated cases, and since sellers cannot leave anything but positive feedback for a buyer, there's no way for sellers to protect themselves from buyers who may be chronically filing cases against sellers.