Complaints

This profile includes complaints for eBay Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  eBay Inc.

  2065 Hamilton Ave San Jose, CA 95125-5904

  
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  E-Bay

  P.O. Box 2179 Carol Stream, IL 60132-0001

• 

  eBay

  241 South Main Street Apt 1 Newmarket, NH 03857

• 

  eBay Inc.

  423 North 53rd Street Philadelphia, PA 19139

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  eBay Inc.

  24825 Little Mack Ave Saint Clair Shores, MI 48080-3224

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Day,
  
  The following information is in regards to eBay.inc. The past year or so I've been contacted monthly and sometimes weekly by eBay threatening me and my family of money owed to them. This is inaccurate information. My account was hacked in January or so of 2021. I immediately contacted eBay and requested assistance. I've spent over 80hrs on the phone waiting for help to either be hung up on or told they will call back but never do. No help has or have been provided, then I begun to receive charges on my account that where inaccurate. I immediately contacted my bank **** and inform them of the inappropriate fees eBay.inc was trying to charge my account. **** investigated the issue and contacted eBay and found I was in my rights and had not violated any of their terms and did my part. I've contacted eBay inc. by phone, and written several letters to help resolve there mistake. No help or response to resolve this. My bank has blocked them from taking money out my account yet they still attempt. I'm * **************************** overseas currently ******************************************************* Weekly and monthly myself and family are harassed by EBAY emails saying I owe $477.09 in fees. This is not accurate at all. Never had a issue with eBay until this I've been a loyal and valuable customer and would like to continue once this issue is resolved.
  
  
  ***************
  last 4 of social security :****
  Address: *******************************************
  phone# ************
  phone# ************************ Primary currently
  profession: *************************
  email address: ***************************
  email address: ******************************
  eBay account name: ********************
  
  Issue; eBay account hacked and charged inaccurate fees on my account
  settlement: like my account reinstated and these inappropriate fees removed ASAP.
  
  please i just hope this reaches someone who will listen or attempt to help family and I.
  
  Thanks for your time.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Hello ******
  
  Thank you for the opportunity to address your *** complaint today. I understand you're needing assistance with your eBay account and would be happy to investigate this further for you.
  
  In review, I can see you're concerned with the possibility of someone else having accessed and listed items for sale on your account. Based on this, I've reviewed the account and was able to confirm there has been no unauthorized access by a remote 3rd party. Additionally, I want to clarify that the account is secure, and we cannot waive any activity unless we can prove unauthorized activity. That said, I would like to discuss the specifics of the account activity which led to the account suspension and payment due to eBay currently.
  
  Firstly, I can see that the account was performing below standard as far as our Selling Standards are concerned and resulted in a restriction. This restriction applied a hold on transaction(s) which were in process. This includes sales that occurred between May and June of 2021 where buyers completed checkout on items which were listed. It appears that the items purchased were not shipped and the buyers opened Item Not Received cases leading to an extended transaction hold.
  
  Typically, when a buyer is refunded through an eBay Money Back Guarantee case the funds are pulled from the seller's bank account on file. However, as you explained a block was placed on the bank account on file which prevented eBay from refunding your buyers. Therefore, eBay reimbursed the buyers on your behalf and is why you're expected to reimburse eBay at this time. Please note, we outlined within our Payments Terms of Use: "To set up and use your eBay account for Managed Payments, you must:
  -Provide us with all information which we may require for purposes that include verifying your identity, complying with applicable anti-money laundering and sanctions screening obligations, allowing us to manage settlements of your transaction proceeds, and assessing fraud and risk. If you are an individual, this information may include, without limitation, your full name, address, phone number, date of birth, taxpayer identification number, bank account information, and a form of government-issued identification (e.g., a copy of your identity card or driver's license). If you are a business, this information may include, without limitation, your full business name, address, phone number, entity type, bank account information, tax identification number, and business number, in addition to details regarding your beneficial owner(s), director(s), officer(s), authorized representative, and/or primary contact, such as name, contact information, nationality, title, and government-issued identification (such as a United States Social Security Number). You understand that we will be unable to settle your proceeds or issue you any tax documents (such as a United States Internal Revenue Service Form 1099-K) if you do not provide or appropriately update us with accurate contact information and other requested data.
  You can see this information and more at the link below:
  *********************************************
  
  Sellers are required to have a form of payment on file for both payouts and debits for fees and/or refunds to their buyers. While I realize you placed a block on the bank account based on not receiving the funds from those transactions, once this is done it prevents all money movement to a member's bank account until a payment method is added which can be used for these types of fees. When this is removed, it is a violation of our both our User Agreement and Payments Terms of Use and will result in a restriction or suspension on a members account. Understand, this requirement is not something we are able to override or bypass, as sellers must have a form of payment on file that can reimburse their buyers as well as receive payout of sale proceeds.
  
  Lastly, the funds we're awaiting payment on include an insertion fee for another item listed as well as your store subscription from June to July of 2021. You'll need to complete a one-time payment of these funds to remove the current suspension from the account. You can make a one-time payment by copying this link it to a new browser: ***************************
  
  Although this may not be the answer you were hoping for, I trust this clarifies what led to the status of the account and your next steps in clearing the non-payment suspension. I appreciate the opportunity to investigate and provide this clarification. I want to thank you for your service and wish you all the best in the future as well.
  
  Sincerely,
  
  eBay

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  eBay's seller contract states that when a Sold item is shipped, eBay is to release the payment to the Seller within 24 hours. I sold an item, shipped it, and it has now been 4 days and eBay is refusing to release the payment. eBay is holding $450 of my money, that belongs to me, and they are refusing to release it. I fulfilled the Seller contract by shipping the item, eBay needs to fulfil their end of the contract and release payment to me.
  
  eBay id: *************
  order number: **************
  
  i need this money to pay my bills, credit card interest is 25% a month, and I need the payment NOW!
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello ******
  
  Thank you for the opportunity to assist you with your**** complaint. I understand your concern is regarding the funds being held from order***************. We recognize the importance of receiving funds you've rightfully earned, and I was happy to further investigate this matter.
  
  
  For new or casual sellers, we hold buyers' payments until they receive their items and ensure everything is as expected. Our sole purpose is not to withhold the money you've rightfully earned, but this policy was designed to prevent buyer complications and potential fraud by making sure our new sellers follow properly fulfill their orders. Once you have established a good history on eBay as a seller, you will no longer be subject to holds of this type.
  
  I understand this may cause inconvenience for you; however, we must keep both buyers and sellers in mind when it comes to site security and the prevention of fraud. We don't presume a seller would purposefully withhold a buyer's purchase; however, we must maintain consistency in the application of our policy. . For more information on Transaction Holds, please review our Help Page:
  ***********************************************************************************
  
  
  Typically, these holds automatically expire once tracking confirms delivery. However, in certain situations where a higher priced item is sold, the hold may remain for up to 30 days. Holds have been implemented on certain transactions to ensure, you the seller, have access to the funds associated with the sale in the event of an issue. We've noticed a correlation with higher valued items and eBay protection claims being started within 16-21 days of purchase. The last thing want is to put you in a difficult situation where the funds have already been withdrawn and spent elsewhere. Please note this is done as an automatic protection to ensure you are not put in an unfavorable position if a claim is filed.
  
  
  With all that said, I show the funds from this order were released on July 28th, 2022. The funds were sent to ********************* account on file on July 29th, under Payout ID **********. Please understand, you may still be subject to holds on future items you sell.
  
  
  I appreciate you bringing this matter to our attention. Should you have further concerns, please don't hesitate to reach out to Customer Support, through our Help & Contact pages.
  
  
  Best Regards,
  **************
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still do not have the money in my account. I contacted my bank and they said they have no pending transactions and that the Payout ID you gave me is invalid.
  
  
  Business Response /* (4000, 9, 2022/08/09) */
  Hello ******
  
  We appreciate you taking the time to respond to us. While we can confirm the information provided was correct, we recognize there are lingering concerns and want to provide additional context.
  
  As previously advised, the payout from this order was sent to your Bank *********** account ************** on July 29th. The Payout ID I provided was specific to eBay, if you are having trouble locating the payout with your bank you can use the bank reference ID ***********. Our records indicate the payout was successful and the bank has not returned the funds to us. Therefore, you would need to work with your financial institution to locate this payout.
  
  We appreciate you providing us the opportunity to clarify this matter further and wish you all the best.
  
  Sincerely,
  **************
  eBay
  
  
  Consumer Response /* (4200, 11, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  that is an absolute blatant lie. eBay sent the payment to my bank incorrectly and the payment was returned to eBay. eBay then had to resend the payment in a completely different format for the bank to accept it. this took so long that I missed a bill payment. I lost 25% on the $430 that eBay sent incorrectly. i expect compensation for this loss.

• Initial Complaint

  Date:07/22/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Had A Reaction ( eyes burning/ irritation) To Cologne "*********************** "/ I Contacted Ebay.com and***********/ Refund Was Approved/ I Returned Items Via USPS/ Within Time Limit/ There Was A Delay With Items Reaching Company/ United Stated Post Office Reports Items Went To*************************************************************************************************** I Repeatedly Sent E-mails To Ebay.com To Explain Problem / I Did Not Receive Response/ On 7/22/22 I Received E-Mail That My Case Was Closed/ No Refund / I Followed All Protocol For Ebay Returns/ I Never Received My Refund/ Aproximately $50 Dollars/ The United States Post Office Is Investigating Reason For Item Being Sent Back/Forth Thus Causing Customer Not Receiving The Refund As Promised By Ebay.com /***********.
  **************************************************************
  Please Help!!!
  **********************************************************************************************************************
  

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello ******,
  
  Thank you for the opportunity to address your BBB complaint today. I understand you recently returned a cologne you purchased on eBay but did not receive a refund. I'm happy to assist.
  
  After a thorough review of the transaction and the subsequent return, I can confirm the return case was actioned correctly and within our policy guidelines. For an item to be considered returned to the seller, we require a "successful delivery." A successful delivery, as stated in our eBay Money Back Guarantee, requires tracking be uploaded that shows a status of "delivered" or "attempted delivery" with the date of delivery and recipient's address. As we could not see this scan during a review of your tracking, the case was closed without issuing you a refund. Please keep this in mind for future transactions.
  
  However, given that it seems this cologne may have been lost in transit, I have decided to issue you a one-time refund as a show of good faith. The total amount is $37.41 and will be returned to your original payment method within the next 3-5 business days. You mention in your complaint that the amount is near $50, but I believe this is due to the return shipping you purchased. Please note the seller had provided a return shipping label when the return was initially opened. As this additional shipping charge took place off of eBay, we are unfortunately unable to compensate for it.
  
  I trust this information helps you going forward and hope we have clarified our position on the matter. If you have any additional questions, don't' hesitate to reach out to Customer Support through our Help & Contact page on eBay.com. Till then, please take care, stay safe, and have a lovely Tuesday.
  
  Sincerely,
  eBay

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was double charged for a shipping label. Only to be refunded some of the money then charged again on the same label.
  
  Order date: June 24
  Order #:*************
  I sold 3 autobot slammers and 1 Auto bot pipes for $65.
  The buyer paid for shipping cost $10.85
  Item#1*********
  
  Order total $75.85 ebay fees$10.81
  My net proceeds $65.04
  Shipping label cost $10.85 on Jun25
  Let me with $54.19
  Charge again for a shipping label on July 2 $10.84
  eBay refunded me $10.51 July 3
  eBay charge me $1.50 July 21.
  
  I want eBay to refund me total of $1.83 and to stop adding more charges on this order. They have some type of error in their system and they need to resolve it.
  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Hello*******
  
  Thank you for the opportunity to address your *** complaint. We understand you received multiple charges for a shipping label purchased on eBay. Given your outstanding concerns, we'd be happy to offer our assistance.
  
  When purchasing a shipping label through eBay, how and when you will be charged may vary depending on the carrier or service selected. For the transaction in question, a **** label was purchased. For these labels, you will be charged upfront when the shipping label is created. Kindly note the amount charged is based on the service selected and package details entered when creating the label. Should the carrier audit the package and find the package details to be different than what was originally provided, they may adjust the cost, which will appear on your account as a credit or debit depending on the type of adjustment. We encourage sellers to use accurate shipping details when listing and purchasing labels, as this can prevent shipping discrepancies.
  
  In reviewing your account, we can see the original charge for the label on June 25th, 2022 was for $10.85, and was based on the package details entered as follows: 2lb 0oz 7.0in x 4.0in x 4.0in. On July 2nd, 2022, you received an additional charge of $10.84. The additional charge was of a result of the label being underpaid, which was determined by **** auditing the package and finding the actual package details to be as follows: 13lb 0oz 17.1in x 15.4in x 7.7in. This information, along with contact information for **** Customer Care to dispute cost adjustments, can be found here: ******************************
  
  Despite the above information, we can see you previously contacted Customer Support and a courtesy credit of the eBay Final Value Fee of $10.51 was extending to help offset the additional shipping cost assessed. We also found there was an additional charge of $1.50 for the short-paid label which was billed to your account on July 21st, 2022. While it is unusual to see more than one cost adjustment made by a carrier, it may happen in rare instances.
  
  You may already be aware the details of the additional $1.50 charge don't reflect on the link provided above. Regrettably, this is due to a site issue we are currently working to resolve, and we recognize not being to see such details may be frustrating and can make it difficult to accept the charge. As such, we are pleased to inform you we have provided a refund for the requested amount of $1.83. The refund will be applied to your eBay balance as an eBay Incidental Reimbursement Credit within 24 hours. Once completed it will be sent with your next scheduled payout.
  
  We once again thank you for taking the time to share your experience with us and hope this information will serve you well in the future.
  
  Respectfully,
  
  *********
  eBay
  
  
  Consumer Response /* (2000, 7, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Response accepted because I was refunded however just wanted to point out the weight of the package mentioned in the response was not accurate. Actually,the package weighed a lot less.

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings,
  
  I am the owner of the *********** account - *************.
  
  My account on eBay was deactivated.
  
  Firstly, I didn't do anything prohibited. I really can not understand the reason for the deactivation. I ask ****** to reinstate my account.
  
  I don't understand how my account could put the eBay community at risk.
  No notification about the violation or something like this.
  I received a lot of Bid Cancellation notices. Firstly, I didn't do any auction rates for our products. I didn't do it. I attached the screenshot. It is a mistake. My account was deactivated in error.
  
  If eBay only looks attentively at my account, they will see that my account cannot be put at risk eBay community.
  
  I just ask to reinstate my account. I want to know the reason why my account was deactivated. Not only the letter - I need an explanation of why eBay deactivated my account, not using the standard script.
  
  Please, reinstate my account.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello ******,
  
  Thank you for the opportunity to address your complaint through the ***.
  
  I understand your eBay account was recently suspended and you are seeking more details on what led to our decision as you feel this was done in error.
  
  After review of the referenced eBay account, it appears some of the information filled out with the *** doesn't match the details we have on file. In order to provide account specifics, we must be able to verify the person contacting. Nevertheless, we don't want this to appear as an unwillingness to assist and I'm happy to provide more details surrounding account suspensions.
  
  As I'm sure you're aware, eBay is a global market. We have an obligation to ensure we're not only providing a safe and secure environment for people from all over the world to meet, but we must also weigh the risks associated with providing this type of platform. That means conducting periodic account reviews, contact verification, and confirming reputable and reliable sources for inventory. Our goal is to stop bad buying or selling experiences before they start.
  
  When we investigate a report of a member violating our policies, we look at the circumstances, including the members' history. We make decisions based on the evidence in the individual situation, as well as by evaluating patterns of behavior that create a negative value in the marketplace. All of which, we take very seriously.
  
  The purpose of this process is to ensure that eBay members are conducting themselves in accordance with the online practices we have come to expect within the eBay Platform. In situations in which we can identify concerns with a member's behaviors, we will review the account and take the appropriate action in accordance with our User Agreement.
  
  You can learn more at the link listed below:
  eBay User Agreement
  
  If you still require account specifics, please update your information with the *** to match the details on your eBay account. We once again thank you for taking the time to share your experience with us. Wishing you the best.
  
  
  Respectfully,
  ************
  eBay

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a new module for Chevy astro as a guest because my regular user acct. does not recognise me. The company (Digital auto Technology)DAT put a hold on my card until I send the old module back for repair. ( The company then refurbishes the part and resells it). I returned my old module in for repair but during that time my **** account at *** **** was hacked. I had to get all new checking,Credit cards account names and passwords. Now the money cannot be refunded because no one will take my new account information So they could possibly send the refund to my new **** account because the old **** account is permanently closed. The company called Digital Auto Technology says it is eBay's fault. EBay says it is the seller's fault. Neither company will let me give them new account information so the money can be put in the new account count or back on a card. I've called eBay 5 times. EBay is very hard to locate on the Internet and finding someone to call me back is even more difficult. All I need is to give my account information to the proper company and have the money put back on the card But neither company will cooperate. All I want is the hold taken off my card and the money replaced.. The BBB case # for my DAT complaint is ********. My Ebay case ID # is **********. Please help me.. Thank You ************
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Hello *****,
  
  Thank you for taking time out of your day to speak with me.
  
  As we discussed, I am going to reach out to your seller directly to get clarification on what orders they have for you and if any refunds are due. Our records show the following:
  
  Item ********************************************************************* was purchased on June 1st under guest account: ********
  
  Item# ************************************************************ was purchased on June 1st under account: **********
  
  ************** is the most established account we have on file with 3 feedback. Is this your main profile you were unable to access? Or was it a different username?
  
  Once I've had a chance to speak with the seller and sort your orders out, I will give you a call. Thank you again for bringing this to our attention. Looking forward to working with you.
  
  Respectfully,
  ************
  eBay

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal member of eBay for 7 years. I recently accepted an offer for one of my items for $600. I packaged the item and shipped it to the buyer. The buyer who just created their account this year then requested a refund, I was waiting to receive my item back. But when it said it was delivered, it wasn't delivered to my address. The post office confirmed it was not shipped to me, I got two forms of proof stating that it wasn't shipped to my address including the tracking number. I called eBay over 30 times explaining the situation and showing proof that the buyer had committed fraud. The post office also said there was nothing they could do as the buyer did not insure the package. With that being said EBay still gave him (the buyer) the refund and are telling me there's nothing they can do because the package shows delivered. Even though all they said I needed was proof from USPS, and I have given them two forms of proof stating it wasn't shipped to my address but rather a completely different address in my zip code. It's ridiculous that this buyer gets to commit fraud, keeps my item, and gets the money. I didn't even want to sell this said item but I have newborn daughter and was trying to acquire more funds for her, I am at a loss for words.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello *****,
  
  Thank you for the opportunity to address your complaint through the BBB. First of all, we want to congratulate you on the new addition to your family and are sorry to hear this has been a major financial worry.
  
  Upon investigating your complaint, we see the documentation you provided from USPS and appreciate the patience and efforts you have exhibited in waiting and trying to reach a resolution. In our research, we see that you have been with us for a total of 7 years and have kept a good track record on our eBay platform. Because of the letters you provided we have reported the buyer to our buyer risk team for investigation and possible disciplinary action and upon this review we have decided to grant a courtesy refund to you as if the item had still been sold. We do not have contracts in place to retrieve funds from a buyer once they have been refunded--and they are still under investigation to determine if they have had fraudulent behavior--so this refund is coming directly from eBay. You can verify the initiated refund by visiting your Payments "All Transactions" page ******************************************. The funds will process to be available on your eBay account within the next 48 hours and will be included with your next payout.
  
  Once again, thank you for buying and selling on eBay and for bringing this to our attention. Wishing you the best.
  
  Respectfully,
  eBay

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order back in October 2021 for a pair of******* shoes (order# **************) for $43.20 via my credit card. I received the shoes and then decided to return them within the time frame because they didn't fit. I followed all of the instruction to return them and then received notification that they had received the shoes and that I would get refunded. Till this day I still have not been refunded. I have contacted them via email and was told that they had a problem with the way that they had refunded and that they would look into it. The refunded should have gone back to the credit card that I used when I purchased the item. Again I have never been refunded in any way or form for the shoes that I returned. I have emailed them number of times and they keep saying the same thing and it is now July 2022 and still no money back $43.20. The email that I received says to file a case via eBay in which I did file a case but still no refund was issue to me.
  

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello *********,
  
  Thank you for the opportunity to address your complaint through the ***.
  
  I understand you returned a pair of ****** you purchased in October 2021 but when the item arrived to the seller, you weren't refunded. I'm happy to assist.
  
  You are correct that buyers are protected in the even they receive an item that is not as described, or it never arrives. Seller can choose whether to accept returns in situations of buyer's remorse; however, if the item arrives damaged or defective, is missing parts or pieces, is the wrong item, or is not as described in the original listing, buyers may return it regardless of the selected return policy. Thankfully, this seller offers 30 day free returns, and accepted your return quickly.
  
  Sellers are given 24 hours to inspect their item upon arrival before issuing the buyer a full refund. However, if that time passes without a refund, you can ask eBay to step in and provide one for you. Please note, eBay will not act unless we are requested to. After reviewing your claim, it looks like the case timed out and the seller did not process the refund.
  
  While we are outside our normal timelines, you are entitled to a full refund for this purchase. I was able to escalate the claim and get you a full refund back **************************. Please allow 3 to 5 business days for this to reflect. If you don't receive your funds within that time, please let me know and I'll investigate the issue further.
  
  We're glad we were able to provide you with a more desirable resolution and thank you again for bringing this to our attention. The seller will be informed that they did not fulfill their part of the transaction and will be addressed accordingly.
  
  Should you have any further questions or concerns, please don't hesitate to reach out to Customer Support through our Help & Contact pages.
  
  
  Respectfully,
  ************
  eBay
  
  Business Response /* (4000, 14, 2022/08/22) */
  Hello *********,
  
  Thank you for letting us know your refund did not process. I have resubmitted this refund to your original payment method a different way. Hopefully this resolve the issue. I will keep an eye on the payout to make sure it completes.
  
  Respectfully,
  ************
  eBay

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i ordered 2 **** monitors from ebay june 9th, the items were delivered to me they did not work upon me plugging them in and trying to set them up. i requested a return and i dropped off the 2 items on june 20th, to my surprise i all of a sudden got a email on the 22nd of june stating i was suspended from ebay for "abusive buyer policy" for simply opening up a return for 2 non working items? fast forward to them being delivered to the **** return warehouse and signed for by **** on june 27th. i got a email from ebay saying **** should send the refund for my order by the 29th of june if not by june 30th to contact them so they can step in and help with the refund. so i then contact ebay to step in and help as told to do and they state they will not help me because my account is suspended?? in which blows my mind because why is my account suspended for simply returning 2 items that did not work?? i truly do not understand how they can do that and then deny trying to help me get the money back because of them doing that? after all that i was left with no other choice but to dispute the charge with my bank because ebay would not help me when they said that they would from the start with the email. discover gave me a temp credit for the issue but today ebay responded to the dispute saying they i am not owed the refund even though they CLEARLY STATED IN THE EMAIL ON THE 27TH I AM OWED THE REFUND FROM **** DIRECTLY. now discover is saying since ebay said this that they wont reapply the credit to my account for the return unless i get a email from ebay stating i am owed the refund from **** that includes the amount of the return and the last 4 of my card. ebay is saying since i am suspended they wont help me with this request from my bank EVEN THOUGH I AM CLEARLY OWED THE MONEY and it shows it on the order and everything, they also refuse to let me appeal the suspension for returning 2 defective items so im truly confused as to what to do, ebay owes me the money from ****.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello *****,
  
  Thank you for the opportunity to address your complaint through the ***.
  
  I understand you purchased 2 monitors from **** in June, but they arrived nonfunctional. When you requested a return, your account was suspended without a refund, and you were unable to get assistance from Customer Support.
  
  As I'm sure you're aware, eBay is a global market. We have an obligation to ensure we're not only providing a safe and secure environment for people from all over the world to meet, but we must also weigh the risks associated with providing this type of platform. When your account was reviewed, you had already started a return request with ****. However, we identified other behaviors on your account did not align with our User Agreement. Therefore, we made the difficult decision to suspend your account. When a suspension occurs all eBay Money Back Guarantee coverage ends, and we are no longer able to offer protection.
  
  Please note our investigative process is proprietary and protected by eBay. We do this in part to prevent circumvention of our policies and keeping the eBay community safer. While you may request specifics, we are unable to provide further details. At times we will review members account for behaviors that may not be aligned or concerning to our platform. This could include listing risky items, the value of the items being claimed, linked accounts previously suspended or risky, or simply because we have multiple member reports. When we investigate a report of a member violating our policies, we look at the circumstances, including the members' history. We make decisions based on the evidence in the individual situation, as well as by evaluating patterns of behavior that create a negative value in the marketplace.
  
  The purpose of this process is to ensure that eBay members are conducting themselves in accordance with the online practices we have come to expect within the eBay Platform. In situations in which we can identify concerns with a member's behaviors, we will review the account and take the appropriate action in accordance with our User Agreement.
  
  You can learn more at the link listed below:
  eBay User Agreement
  
  While you may disagree with our decision to part ways, I want to assure you that we have fully reviewed your account have decided to retain our original ruling. As such, your account will remain indefinitely suspended. Please note that during this suspension, you won't be able to use eBay in any way. Should you create further accounts, these will also be suspended.
  
  Any and all eBay Money Back Guarantee coverage has expired, and you will need to review your options outside of eBay. I know this is not the response you were seeking but trust this clarifies our position in the matter.
  
  Respectfully,
  ************
  eBay

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER DATE: May 29, 2022
  ORDER NUMBER:**************
  
  So I ordered this watch from a seller *************** When I received the watch, it was broken. So I contacted the seller telling him I would like to return the watch. He agreed and asked me to send it back but he also asked me to pay for the return shipping first. So I did it. The seller initially said he hasn't received it. I had to show him the tracking number to prove that it has been delivered. He refunded me what I paid for the watch but not the return shipping cost I paid ($45.20). Kept telling me to wait for the "fund to be cleared" whatever that means. So I had waited for few days and decided to contact ebay customer rep. They told me to wait each time I contacted them as well. I finally could take it and requested them to call me after over 2 weeks of waiting. Then the shocking news arrived. I was told that what I did was outside of ebay policy. I was suppose to call ebay when ever seller is refusing to supply return shipping label. They told me there's nothing they can do. By the way, the negative I left for the seller was deleted the next day. I could never talk to someone who anyone in USA. All of the people I talked are from their call center ***************
  Very disappointing customer after 19 years buying and selling on ebay.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/04) */
  Hello ***
  
  Thank you for the opportunity to address your *** complaint. I understand you recently returned an item at your cost and are seeking a refund of the return shipping charges. Unfortunately, I am unable to associate your contact information that you cited within your complaint to the account involved with the transaction in question. That being said, our Privacy Policy prevents me from discussing the details of another member's account unless I can verify I'm speaking with the account owner.
  
  Can you please reply to this email the following account information so I may confirm the account to the rightful owner so I may further this conversation with you?
  User ID
  Registered phone number
  Registered email address
  Registered shipping address
  Registered first and last name on file
  
  That said, I am happy to provide you with some general information regarding our eBay Money Back Guarantee process. We want all our members to feel safe when transacting on our site. To ensure our members safety, we have the eBay Money Back Guarantee; this program covers you for up to 30 days after the item has arrived or after the latest estimated delivery date. This program offers protection to buyers when they receive an item that isn't as described, damaged or gets lost in transit.
  
  Once an eBay Money Back Guarantee request has been filed, sellers are given 3 business days to resolve the buyer's concerns by either providing a prepaid return shipping label or issuing a refund. If a seller is unable to provide a prepaid shipping label within our system due to being outside of the United States or the size of the package, the seller is still responsible to provide you with a label by either purchasing one directly from the carrier or sending funds to cover the cost. If, after 3 business days have passed, the buyer can ask eBay to step in and resolve the claim.
  
  If we find that the seller has not provided a means of returning the item, we may place the case on a 5 day hold to allow time for the seller to provide a shipping label. If they do not, we will close the case with a full refund to the buyer and no longer require that the item be returned. However, if a label is purchased by the buyer directly, those funds are paid to the carrier, and we are unable to offer reimbursement for charges outside of eBay's system.
  
  I apologize for any inconsistent information you may have received. As you stated this label was purchased outside of eBay, we are unable to offer a refund for this purchase. If you ever feel a seller is violating our policies, you can report the seller directly to us. We're concerned about violations on eBay, and we will thoroughly review the seller's account and taken any appropriate action in accordance with our site policies. Violations of eBay policies may result in a range of actions, including but not limited to; educational conversations to said member(s), limitations on account privileges, account suspension (temporary suspension, or indefinite), forfeit of eBay fees on canceled listings, and loss of PowerSeller status, or removing feedback.
  
  I appreciate you bringing this matter to our attention and allowing us the opportunity to clarify your concerns.
  
  Sincerely,
  eBay