EcommerceBytes Letters to the Editor Letters to the Editor
Your emails to EcommerceBytes
For consideration, send your email to ina@auctionbytes.com with "Letters to the Editor Blog" in the subject line! Remember to include your name as you would like it to appear in the blog.
Mon Apr 27 2015 20:58:53

eBay Seller Pays Price when Buyer Contact Info Lapses

By: Reader

Sponsored Link

Dear Ina,
eBay Irony: Recently, eBay let a buyer purchase something from us with absolutely no contact information other than "default" "default" "default"..."default." Certainly "default" is not a USPS approved address. Even their nonsensical user name, (somewhat redacted for publishing purposes) "usdebo-jzwdqpwwm" sets off a red flag. How does one register on eBay without contact information?  

We are long-term and respected eBay sellers. Our sales have decreased over the past couple of years mainly because we don't get the exposure we used to get. When we can find our products, they are buried under hundreds of similar, but miscategorized products. Our traffic reports are dismal.

We recently received a negative from a buyer who has since apologized to us for not reading her eBay messages. We realized our mistake immediately and contacted her through eBay six times to correct it.  However, she was looking for a response in her personal email. 

We tried to call her but her old registered phone number was disconnected and the email address she had registered with on the sales record was coming back as undeliverable. 

We understand this happens with our customers. Benignly, an addresses, a phone number and an email can change over the course of membership. We know she meant no malice. 

However, has eBay ever asked its buyers to update their contact information? I think not, since I also own a registered eBay account for buying purposes and I never received such a request. 

We lost our top seller status because of this and our eBay final value fee discount. eBay is losing another honest seller who helped build it who always strived to be an honest and fair participant of a selling channel that was constantly disruptive and not conducive to success.

We do hope eBay's executive team takes notice of its sellers' frustration. I could call eBay and explain, but we know the amount of time this would require and how many times we would be transferred and read a prepared script that has no relation to the issue. Also, we know the odds are not in our favor for any changes so it is just easier to move out of this channel into others.

The eBay brand is not what it used to be.
M.




Comments (21) | Permalink

Readers Comments

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

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

Mon Apr 27 23:03:16 2015

The only thing eBay will ask you to update will be your credit card details, when a card expiry date is approaching, where a credit card is used for paying them; nothing else matters to the cretins in the eBay executive suite—or has no one yet noticed? ...

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  

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: wanda This user has validated their user name.

Tue Apr 28 00:14:07 2015

They are doing it on purpose.  Have you considered that?  Everyone knows the right way to do things, generally.  A corporation like ebay screwing up... read the writing on the wall.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: Cloud This user has validated their user name.

Tue Apr 28 00:36:03 2015

I can't say how eBay would handle it these days but inaccurate contact information is grounds for feedback removal.  

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

This user has validated their user name. by: Marie

Tue Apr 28 03:02:40 2015

When you have a buyer that has bad or incorrect contact info, you need to call it in and report it to Ebay.  I know calling them takes time and is not a pleasant experience, but if you desire to fix the issue, it is what you have to do.

Make sure your CSR understands that you are trying to get in touch with the buyer over the FB or other important transaction matters.  

Note the day, time and person you talked to.  Also get the ticket number.  What the CSR should do is, for a lack of better way of describing it, lock up the buyer's account.  When they come back into Ebay, they will get a message that displays on their screen that requires them to update their account information before they can access Ebay.  They won't be able to purchase anything else until they update their information.

If you are dealing with trying to get some FB removed or changed, after 72 hours have passed since you contacted Ebay and they still have not updated their account, you can call Ebay again and get the FB removed because of the band or incorrect contact info.

For the skeptics out there, yes this works.  And has for years.  Over the years I've done this at the very least 4 times and it has worked every time.

To blame Ebay without even contacting them to correct the situation is unrealistic.  Just like anyone else, if they don't know there is an issue how are they suppose to know it needs to be fixed.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: charcorvet This user has validated their user name.

Tue Apr 28 06:26:07 2015

Marie is right, you need to report every single instance of bad contact info.  HOWEVER, I'd never call about this, I use the "report a violation" and that counts against them.  Helps other folks who have seller requirements that block folks with a specific amount of violations.

THEN I call and tell ebay to contact them.  That usually provokes a change of address or at least a response for the buyer.

and good luck with all of it because who knows what goofball system they will dream up next.  I'm so over ebay - moving rapidly to other venues including my own.  

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: sasikat9 This user has validated their user name.

Tue Apr 28 06:26:42 2015

@Marie

"If they don't know there is an issue how are they supposed to know something needs to be fixed"

Please tell us you don't believe that.  As far as Ebay is concerned they have no problems that need to be fixed.  

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: Magster This user has validated their user name.

Tue Apr 28 07:11:04 2015

eBay is awful full of scammers they side with and the buyer is always right.  That's breeding a lot of scammers. A lot  of people have left EBay for this reason. I would never buy or sell from EBay again 11main is the way to go and very profitable there !!

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: FREDDY This user has validated their user name.

Tue Apr 28 07:16:32 2015

I have contacted ebay and rec'd a ''ticket'' number, name etc..that is useless when calling back. That happened twice to me.  
I also had a scam buyer call me at 3 am....complaining they did not have the item. USPS shows delivered that day.

You cannot win on ebay. The only way to win is not play at all.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: DebraD This user has validated their user name.

Tue Apr 28 08:44:55 2015

If a member does not have valid contact information Ebay will suspend the account, and the use name will appear as "no longer a registered user" under feedback. Negative feedback will be deleted. Ebay does not have God like powers, they have no idea when a person moves, changes a phone number, or abandons an email unless it is reported by someone. If the Ebay member in question doesn't report it then the seller should. As for the default address, cancel the order, use the issue/problem with address reason, and move on with your life. I do it all the time with no repercussions.  

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: ajeweler This user has validated their user name.

Tue Apr 28 09:01:00 2015

ebay does not care simple. suspend account? no encourage it so they have a huge list of "members" for sure.
remove negatives and low dsr"s and remove defects FOR sure NO will not happen you can have all the sr# you want they will just put if off time and time again, how do I know happened to me it is no longer feasible venue only open for membership fees shame on all of them . I would not want to admit I worked for fleecebay to anyone, more than likely you would be stoned. people cringe at the word of ebay!

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: Moonwishes This user has validated their user name.
Web Site

Tue Apr 28 09:14:52 2015

Did the 'buyer' in OP email actually PAY for said item or did they just 'order' something. When we see this on ecrater we figure that they are just testing the system. But then on ecrater if they don't actually PAY for something there are no selling fees and nothing to spend a week trying to get ebay to refund the FVF.

I always ignore those kind of orders. The OP said that they were long term sellers so I am surprised that they have never run into this before.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: Barbbie This user has validated their user name.

Tue Apr 28 09:46:43 2015

I have not had anyone with a default address actually pay, just the trouble of getting my money back.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: a_c_green This user has validated their user name.

Tue Apr 28 11:03:24 2015

From the details of the description given (especially the syntax of the unusual user ID), that was a guest account. In other words, the buyer did not register an eBay account; they bought as a guest, and that randomly-generated alphabet soup is what eBay uses as an ID for the guest.

The ''default'' for the buyer info comes from the guest account (which they apparently did not bother to fill in). If or when they actually pay for the item, you should see an actual Ship-To address delivered with the payment.

If you don't get a payment within 2 days, open the Unpaid Item dispute. If this was a BuyItNow listing, you might want to consider using the Immediate Payment Required option when uploading the listing, so that a deadbeat or sport bidder cannot take your item off the market without actually paying you for it first.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: JustTheFacts This user has validated their user name.

Tue Apr 28 12:31:49 2015

@"To blame Ebay without even contacting them to correct the situation is unrealistic.  Just like anyone else, if they don't know there is an issue how are they suppose to know it needs to be fixed."

Well if ebay did not know this was a problem you would be correct, but seeing that they DO know about the problem and have known about this particular problem for many many years, and here we are today with the same problem still going on, makes your statement not really relevant.

You said you have done this at least 4 times through the years, I have reported it several times through the years as I am sure countless others have.  So once again reporting problems to ebay does not get the fixed.  

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: Tornad0sRul This user has validated their user name.

Tue Apr 28 13:00:27 2015

Marie, I don't blame this writer one bit for throwing up her hands and not calling EBay.  Time is money and when you know 100% from past experience what a waste of time it is to call EBay, you don't do it.  No one has time to waste on EBay's corrupt practices especially when we already know exactly what their response will be.  Just think of the productive work that could be done while I waste an entire hour on the phone with EBay only to hear that they cannot (and will not) do anything to help me.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

This user has validated their user name. by: Marie

Tue Apr 28 13:00:57 2015

@justthefacts

I was never talking about the overall problem about bad contact information.  I was talking about specific transactions I've been involved in.  Which is why I advised the OP the way I did.  It does work.  It has worked.

So you believe that Ebay is aware of when a buyer changes their phone number or email address?

Of course Ebay knows people move or change phone numbers and/or email addresses without updating their accounts.  Since there is over 150 million users on Ebay, it doesn't take some special degree to figure that out.  But there is no way of Ebay knowing when someone does that until the issue is reported to them on a specific account.

I've never had them NARU an account that I'm aware of, but I have had them notify the buyer as I previously stated and eventually had my problem with the buyer resolved.

I'm sorry it did not work out for you in whatever situation you had.  I don't know how you handled it or what steps you took.  It should have worked for you if you did as I previously explained.  I know many sellers it has worked for.  And a couple others have posted here as well.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: Enough Is Enough! This user has validated their user name.

Tue Apr 28 17:34:40 2015

On the competitor's site, you are immediately notified if a customer cannot reply to your e-mail message.

This is the site that preaches world-class customer service, and practices what they preach.

And they doubled their seller base in one year, while the company who constantly kicks dirt on their sellers blames Google and everyone else for the problems they have.

Instead of being proactive and addressing the issues they have created.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

This user has validated their user name. by: Marie

Tue Apr 28 18:41:27 2015

There is more to contact information than just an email address.  As many of the posters here I am on a few sites both as a buyer and a seller.  None of those sites have ever contacted me to update or verify my contact information.

Certainly poster Enough has experience one site that has a policy in place if an email address is bad if someone tries to use it.  And that is terrific.  Whatever site that is identifies them at that point and tries to resolve the issue.  At the point they become aware of the problem.  But the same will not hold true for the phone number unless it is the site that is trying to contact them or the address unless the site is trying to mail them something.  They don't know there is a problem until it is reported to them there is a problem.  The same holds true for Ebay, Amazon, Etsy and many other sites.

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

by: Enough Is Enough! This user has validated their user name.

Tue Apr 28 20:42:32 2015

@Marie

The question the OP brings up is that there was NO contact info for this buyer, and it should have been policed.

Not the incorrect contact information, but none at all. This has to be an issue that can be fixed. The buyer must have some form of info on record to use the site.

And, at the end of the day, the seller is penalized because there was no checks and balances here, which allowed Mr. (or Ms.) "Default" to make a purchase.

This problem has been around since the early days of ebay, when your User ID was your e-mail address. And the Catch-22 here is that if the address is bad, they cannot be contacted in the first place to fix it.....

eBay Seller Pays Price when Buyer Contact Info Lap   eBay Seller Pays Price when Buyer Contact Info Lap

This user has validated their user name. by: Marie

Tue Apr 28 20:57:22 2015

@enough

The OP cited a couple of problem.  One which you describe and another with a buyer that left them a negative and they had an outdated phone number listed on their account.  

The transaction in which you cite would have been easiest to file for the cancellation due to the buyer's address or as another suggested and wait for the payment through PP at which time they would have to list a shipping address.

The seller does not have to be penalized.  There are ways to avoid it.  I do certainly agree that the buyer should have never been able to set up a regular account or visitor account in the manner in which they obviously did.  That certainly is the fault of Ebay.  But again, the seller does not have to be penalized.  

"This problem has been around since the early days of ebay, when your User ID was your e-mail address. And the Catch-22 here is that if the address is bad, they cannot be contacted in the first place to fix it...."  This is a DIFFERENT problem.  The first problem the OP talked about was the lack of address or other info.  That is definitely Ebay's fault for not requiring it.

What you are now talking about is what I was talking about.  Bad info [NOT the lack of info].  Two separate problems.

The problem with bad info is the same problem most sites will have.  Not just Ebay.  Maybe there is some sites out there that require a review of your contact info every now and then, I don't know.  All I can say is that the handful of sites I'm a member of have never asked me to review and update info.  Some one to make this seem like it is a problem only with Ebay and it is not.

Click to view more comments
1 2  [Next Page]


Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.