Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Mon Feb 2 2015 20:29:48

eBay Admits to Newspaper It Gave Seller Bad Information

By: Ina Steiner

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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.




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Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

by: Massachusets Howler This user has validated their user name.

Mon Feb 2 20:41:24 2015

Bravo.
MH

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

by: Volvo351 This user has validated their user name.

Mon Feb 2 20:49:29 2015

"Thanks to the publicity, eBay will no longer demand from the seller the amount it had refunded to the buyer..."

Yeah, right. This will happen only in those rare instances where JD & His 40 Thieves are caught Dead to Rights! In the vast majority of cases sellers will be Thrown Under the Bus..or, should I say 'Lorry!"

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Shop and Ship

Mon Feb 2 21:24:31 2015

I can think of several other terms that accurately describe the act of taking money, property, or valuables from another party without proper authority.  

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

by: Massachusets Howler This user has validated their user name.

Mon Feb 2 22:04:31 2015

That article Ina!
Ebay thugs doing a "door visit"!!!

(If they get past the ROTTWEILER their next of kin can have the money).

MH- door visits- can you imagine- what NUTS these people have! JD is the one who needs a door visit. I do not really have a Rottweiler, just my clever little pug Poppy (famous contest winner).

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

by: Massachusets Howler This user has validated their user name.

Mon Feb 2 22:06:35 2015

Question asked of Wenig:

Do you breathe Mr. Wenig?

Wenig: No, but we are working in different geodes, scaling up search and it will be another in a long string of ebay successes.
MH

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

by: gizmo This user has validated their user name.

Mon Feb 2 22:22:11 2015

Deadbay theft at its best. So whats new , besides stealing from sellers? I wonder how much of the 23 million came from sellers a--es
Whats up JD , I hope I never see him.LOL  

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

by: pace306 This user has validated their user name.

Mon Feb 2 23:31:16 2015

eBay simply believes that THEFT and FRAUD are not crimes but business plans and opportunities.

Its a shame that this case is the exception and not the rule.

Shame on eBay YET AGAIN.

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Philip Cohen
Web Site

Tue Feb 3 02:19:06 2015

So, what's new?

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid ... http://bit.ly/11F2eas

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Marie

Tue Feb 3 03:13:08 2015

@gizmo

While certainly this article clearly shows the horrible treatment of some sellers and the relentless actions by Ebay that continue to hurt many sellers across the globe.

However Ebay is not becoming rich off this type of behavior or funding those HUGE bonuses.  

Which makes this behavior even more curious.  They do not make money on these.  So it begs the question as to why they continue doing this?  They hurt themselves as well as the sellers.  They lose the money earned on the sale as does the seller.  It just makes no sense that they continue doing this on the scale that they continue doing it.

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Puck

Tue Feb 3 05:22:02 2015

Great outcome.
It's a shame the only way to receive equitable treatment is by dragging these rats into the public light.  

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

by: Printers devil This user has validated their user name.

Tue Feb 3 06:34:58 2015

If this IS the core values and behaviour of such a massive online company, God help the world. They depress the hell out of me and all that is fair and just.
The greatest threat to the liberty lurks in the insidious encroachment by men of ZEAL. Well meaning, but without understanding! (Supreme court Judge Louis Brandeis 1928)

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

by: Leesantiques This user has validated their user name.

Tue Feb 3 07:05:52 2015

Bravo indeed for that seller!!  :-)  Having been a victim of Ebay theft in the past, it is truly refreshing to see one of the good guys win for a change!

Why Donahoo deserves another $23 million is beyond me.  Maybe he is that good at getting away with fraud and theft??

Lee

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Rexford

Tue Feb 3 07:14:15 2015

As others have stated, it is a shame that eBay only do the right thing when these stories hit the news.

In my book this is all the proof one needs to know that it is a crooked and unethical company.

If the USA did not have such a whimpy press this company would have been shamed in to cleaning up their act years ago and the management would have been exposed for what they are instead of what they portray themselves to be.

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Rexford

Tue Feb 3 07:19:12 2015

Marie says " They lose the money earned on the sale as does the seller. "

Marie, this is a very good point and one that has always left me scratching my head.  eBay are forever scheming to make another nickle by implementing some hair brain and questionable advertising schemes, when in my mind, by simply cleaning up their act, and doing what is right by sellers and what is ethical, could be raking in millions on the money that they would save from refunding deadbeat buyers.  They would PROFIT by dong the right thing.

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

by: CanBrit This user has validated their user name.

Tue Feb 3 08:10:46 2015

This Saturday will see my very last few auctions end on eBay. Their  atrocious lack of care and support for the small to medium sized sellers is mind boggling. Think of this, I was paying $1600 in fees last August. This month my fees are less than $150. Why would that happen? Because eBay is preventing my auctions from being seen. They are punishing me because they say I am a bad seller. I am a bad seller because I wouldn't fall for Feedback extortion twice when buyers asked me to give them a partial refund or they would file a claim on me.

I have 1500 feedback and only 1 negative. So what does this do for eBay?. Well, they are getting $1600 less just from little old me every month. Thousands of sellers have moved on. Makes one wonder who is fixing the books? I have moved on and am doing better elsewhere plus paying less fees. These bozo'z can't even do simple math. They are, in one word, criminals.

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Marie

Tue Feb 3 12:31:55 2015

@rexford

I am right there with you.  It has always left me saying WHAT ?!?!?!  Well or a little more!  

Imagine how much more profitable and stronger Ebay would be if they were more reasonable on the subject of this thread.

While I understand why Ebay can not get to involved in a he said she said case.  No matter who the seller is.  But when a seller has clear proof of what is really going on, Ebay far to often says sorry you are SOL.  

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Puck

Tue Feb 3 13:20:12 2015

''eBay are forever scheming to make another nickle by implementing some hair brain and questionable advertising schemes, when in my mind, by simply cleaning up their act...''

Criminal minds prefer stealing something even if obtaining it legally was much easier.

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Marie

Tue Feb 3 13:23:57 2015

@Puck

That is the exact point, just opposite.  This behavior does not earn Ebay ANY money, it costs them.  This is why it does not make sense.

While Ebay may argue that it makes them look better to buyers so buyers are more likely to shop.  They LOSE the fees from this transaction, the LOSE the fees from this seller selling again, they LOSE other seller/buyers because they are tired of Ebay doing this and the list goes on.

This done NOT earn Ebay a dime.  It does the exact opposite and COSTS them money.

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Anonymous Annie

Tue Feb 3 13:54:48 2015

---- ''This done NOT earn Ebay a dime.  It does the exact opposite and COSTS them money.''

My thoughts as well. What's the goal? What's ebay's motivation to do something like this?

You've correctly itemized all the things that eBay loses... does eBay actually gain anything?

Does eBay consider it to be a ''gain'' when they lose this lowly rank-and-file seller?  

Perminate Link for eBay Admits to Newspaper It Gave Seller Bad Information   eBay Admits to Newspaper It Gave Seller Bad Information

This user has validated their user name. by: Philip Cohen
Web Site

Tue Feb 3 17:34:41 2015

Whenever there is a credit card transaction dispute, the credit card issuing bank does get involved in "he said, she said" for a lot less commission (~2%) than eBay takes (~12%). And you can actually discuss a problem with a human being on the phone within minutes. The banks are not biased either way; they will make a decision on the facts supplied.

eBay does not want to get seriously involved—unless there is media attention—because to do so—professionally (a word antithetical to eBay)—would take some effort and expense and that could well detract seriously from their bottom line.

The main difference is, the banks are in it for the long haul, and they are better overseen by government regulators; eBay and its executive suite shysters are demonstrably unregulated in any way shape or form and are in it to make as much money as they can as quickly as they can, and to do that they are simply not ever going to spend money on “professional” transaction dispute moderation—without government intervention …

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid ... http://bit.ly/11F2eas

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