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

  
• 

  E-Bay

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

• 

  eBay Inc.

  524 Snyder Road Lititz, PA 17543

• 

  Ebay Motors

  1605 West St Montgomery, AL 36106-1657

• 

  eBay Motors Protection

  730 E 8th St Hialeah, FL 33010-4546

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:07/18/2022

  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 sold************** on eBay and the buyer requested the refund. They sent the *********** back to me but some reason the shipping label printed my old address in a different city and it was sent there. I reached out to eBay letting them know my address was updated on my account last year after I moved so I'm not sure why they would print a label with the old address. They didn't care and told me I needed to reach out to the post office and find the package myself. I spent hours calling around trying to find this *********** only to get no answers! Now I'm out of the money and no ***********!! You can't find a customer service number for eBay to call and they no longer respond to emails regarding this issue. I will never use this platform for anything again!
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello ********,
  
  
  Thank you for the opportunity to address your**** complaint. We understand you have experienced an unfavorable transaction and case with your buyer regarding a *********** 4. Specifically, you have concerns regarding the return address and not receiving your item back. We are happy to address your concerns.
  
  To begin, we appreciate your 14+ year tenure as a valued member of the eBay platform. From the context in your complaint, it sounds like your recent eBay and eBay Customer Support may not have met your expectations. As a company that strives to provide exceptional service, firsthand accounts such as yours help us to identify areas of opportunity within the business. Thank you for bringing this to our attention.
  
  After a thorough review of your account history and *********** 4 transaction details, our records confirm the case has been decided correctly. However, after careful consideration, we have made the decision to process a one-time courtesy refund for your case. This refund has been submitted and will process completely within 2 to 3 business days. While we are happy to process such a courtesy, we feel the need to update expectations and procedures regarding our eBay Money Back Guarantee. Please allow us to elaborate.
  
  Through our investigation of the eBay Money Back case, the buyer opened the request on June 1st. From the time a buyer starts a request, per our eBay Money Back Policy, we provide you, the seller, three full business days to respond to your buyer, reach an amicable resolution, or in this case, accept and approve a return label. The three-business day timeline passed, and our records show that the return had not be accepted or label provided. Therefore, on June 28th, the buyer asked us to step in and make a decision on the case. Our decision was made to allow the buyer's return and we provided the buyer a return shipping label with your return address on file. That return address on file being:
  ***************************************************
  
  Furthermore, our records confirm the buyer used the label to ship back the item and there was a delivery and/or attempted delivery scan at the return address. Such an attempted delivery scan occurred on July 5th, 2022. At that point, the buyer had fulfilled their requirements of sending the item back and were due a refund.
  
  Moving forward, we would suggest double-checking your return and registered addresses. While most sellers indicate a "ship from" address, it is equally important to fill out and update your registered and return addresses. Not doing so, can create difficulties with your shipments and returns with your buyers.
  
  From that point, we can understand the concern that would still set for you regarding not receiving the item back. As a seller, your next best move would be reaching out to the carrier to open a lost or missing mail claim. Outside of that, you can try contacting your old residence to see if the item is available or was possible returned.
  
  To learn more about the eBay Money Back Guarantee, please visit the link listed below: *************************************************************
  
  ********, we want to thank you for your time and the opportunity to resolve your concerns.
  
  
  Sincerely,
  
  eBay

• Initial Complaint

  Date:07/18/2022

  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.

  We sold a spray paint gun on eBay, the buyer requested a refund but eBay provided the wrong address for the return label. The buyer never returned our product but still got a refund. Meanwhile we got shafted because we have no product and no money for the item because they refunded it to the buyer even though their policy specifically states that a refund will not be provide until the purchased product is returned and inspected. This needs to be made right. Those are shady practices and they didn't even follow their own rules.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello ******
  
  
  Thank you for the opportunity to address your**** complaint. We understand you have experienced an unfavorable transaction and case with your buyer regarding a spray gun. Unfortunately, I'm unable to verify your account via the information provided through this channel and as such, cannot provide account specifics. However, I'm happy to share general information regarding this policy.
  
  To begin, we appreciate you being a valued member of the eBay platform. From the context in your complaint, it sounds like your recent eBay and eBay Customer Support may not have met your expectations. As a company that strives to provide exceptional service, firsthand accounts such as yours help us to identify areas of opportunity within the business. Thank you for bringing this to our attention.
  
  Based on the context in your review, it seems you have encountered a buyer who has requested an "Item Not as Described" case, claiming the item did not show up as advertised. While situations like this are rare, they are still extremely disappointing to experience.
  
  Per the eBay Money Back Guarantee, buyers are given 30 days from the estimated delivery date to notify us if there is a problem with the item. However, if the buyer states there are problems in alignment with our Guarantee, a seller's return policy will be superseded, and they can return the product for a full refund of what was paid upon checkout. Once the buyer opens an eBay Money Back request, sellers are given 3 business days to come to a resolution with the buyer. Should no action be taken, the buyer can then ask eBay to step in to make a decision. Additionally, we would suggest ensuring your return address is updated in order to receive your items back.
  
  Additionally, it seems you have encountered an issue with receiving the item back. In such a case, we would suggest double-checking your return and registered addresses. While most sellers indicate a "ship from" address, it is equally important to fill out and update your registered and return addresses. Not doing so, can create difficulties with your shipments and returns with your buyers.
  
  You can learn more about our eBay Money Back Guarantee at the link listed below: *************************************************************
  
  ****** we want to thank you for giving us the opportunity to address your concerns.
  
  
  Sincerely,
  
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The return address on the label was in fact incorrect, eBay listed the physical address in place of mailing. As a result the product was returned back to the buyer. The buyer even admitted the product was returned to him and advised he would be donating it if there was no resolution (which he had absolutely no right to do.) In the end the buyer got a refund AND he got to keep the product while we were shafted. We substantiated everything with photographic evidence (enclosed) his admittance that the product was returned, his actions, the error, and eBay did nothing to resolve the issue. This is disgraceful behavior for any company but especially for one who "prides" themselves on their business practices. I will share my story so as to warn others of what they should expect if they choose to do business with your company.
  
  
  Business Response /* (4000, 9, 2022/08/04) */
  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, our records confirm your return address was not filled out or indicated within your account. Furthermore, our records also verify you have indicated a shipping and shipment from address ************************ but have yet to fill out a return address. Thus, we are unable to offer protection to a seller for not receiving an item, based on your return address not being updated.
  
  Moving forward, we'd encourage you to work with your buyer and attempt to further work out the return of the item. Additionally, we would suggest updating all addresses for your seller account to avoid such issues in the future.
  
  Laura, we appreciate you providing us the opportunity to clarify this matter further and wish you all the best.
  
  
  Sincerely,
  
  eBay

• Initial Complaint

  Date:07/18/2022

  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.

  Buyer opened a false case on my item that I sold on Ebay on May 17,2022. Item was a lionel model train and buyer alleged that the material was not metal. I informed the buyer he could not send the item back and it was infact metal/plastic. He then had ebay intervene on June 24th. On June 24th at 16:53 I received an email from ebay saying to produce a shipping label. At 16:55 on June 24th I received an email from ebay saying "Your case was placed on hold temporally we will get back to you with an update by June 29,2022". "We have asked for more information from your customer to confirm the condition of the item received. By the second email, I observed that Ebay was still looking into the item and the case was put on hold to accurately access the item to see if it was not as described. Following all this I waited for ebay to get back with me and nothing was sent. On July 2nd I received a msg saying I would be debited for $1,066.75 and the buyer did not have to return the item to me.
  
  I have been a seller on ebay for 12 years, my feedback is excellent as you can see by looking up my profile: ********. I would of gladly provided a return label so I can get my item back. Ultimately Ebay used deceptive emailing that was not clear and misleading, leading to a loss of my item and $1,066.75. I have contacted Ebay numerous times and they have been NO help. I have talked to supervisors that have told me to report the buyer and they would issue a credit to me, no help. I have appealed the case and I have received emails to provide a return label which I have. The buyer of the item was told to keep it, he will not respond to me even though I have provided fedex shipping label and arranged pick up. I have reported the buyer and that has been no help. Ebay is a poor company regarding customer service. I want my 1,066.75 back or I am taking them to small claims court.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello *******,
  
  Thank you for the opportunity to address your BBB complaint and for taking time to talk with me today about the transaction cited in your complaint.
  As we discussed, we've initiated a full payout for the item. When a buyer opens a return because they've selected the reason as the item doesn't match the listing, eBay Money Back Guarantee ensures they will have a cost-free return and a full refund.
  
  In cases where the seller has to provide their own return shipping label, we place the case on a 5-day hold and notify the seller they need to provide their buyer with a label or risk that their buyer will receive a refund and keep the item.
  That said, we didn't notify you of the need to provide your buyer a label before we decided the case. As such, I'm happy to issue you a full credit for the item. Please allow 48 hours for the funds to post to your account.
  
  *******, thank you for sharing your experience with us. I'm happy we were able to do the right thing and I trust that all future transactions on eBay will exceed your expectations.
  
  All the best.
  
  Sincerely,
  
  ************
  
  eBay
  

• Initial Complaint

  Date:07/18/2022

  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 have been an eBay customer since 2016. I have bought and sold through eBay during this time. In my recent selling, I sold an *************. The buyer paid the full price, and I shipped the product and it got delivered last week on Friday. Now eBay is saying I will get my payment on August 12, because it was a high value item. I sold this product only because I needed money quickly, and has I know it would take eBay a month to pay me my money, I would NOT have sold it at all.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello *******
  
  Thank you for the opportunity to address your *** complaint. We appreciate your patience in awaiting our response. I certainly understand your concern and urgency regarding the ******* you sold. I am sorry for any confusion, and I suspect you already know most of this by now based on your interactions with our customer support; however, allow me to clarify more about funds availability.
  
  First, I know that the current climate has created many challenges, and many people are getting funds in many ways to meet their obligations. We are continually developing new opportunities for our members to succeed and help ease financial burdens.
  
  There are various reasons we will hold funds. The most common are New Sellers, Casual Seller, first time selling high-value items, Account Restrictions or Suspensions, and Open eBay Claims. As a casual seller, we'll hold your funds for your first 25 transactions and your first $250 in sales, regardless of the time you've been on our site. By holding funds it creates a safe marketplace for both buyers and sellers. We want new sellers to provide great experiences and take the time to get used to their new business.
  
  I know that not everyone views themselves as business selling on eBay; many people sell casually as a hobby or just a way to make some extra money. It's a great and easy way to make some extra money. We treat every seller regardless of size and volume as a business, and we expect excellent business practice. We find that by holding funds, we can encourage practices that result in successful order fulfillment.
  
  I know that this is not the answer you are seeking as you are requesting the funds to be released early. We need to adhere to our process and policies surrounding high value transaction holds and can't release the funds earlier.
  
  We appreciate your continued support and trust you will find this information helpful.
  
  Respectfully,
  
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for reaching out and explaining. Yes, I was told the same policy by the customer services rep. However, my issue is that what I am being told now should have been clearly mentioned at the time I listed the item. I would not have sold that item if I did not need urgent money. I actually sold it for a bigger loss, just because I needed the money urgently, and after the item was sold EBay showed that the funds will be held for 30 days. Did eBay not know my profile before the item was sold? Dont you think eBay should have alerted me that my funds for the item will be held for 30 days because I am a new or casual seller? Again, i would NOT have sold the item if I knew eBay will hold funds for 30 days. I feel like I was misled.
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  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.
  
  I'm sorry you didn't receive clear communication regarding transaction holds when you listed your item for sale, which resulted in a poor experience.
  
  We always appreciate our members sharing instances in which they think there may be opportunities to enhance our communications. Thank you for taking the time to bring your experience to our attention. We will continue to address where we can make improvements to provide an overall better experience.
  
  We appreciate you providing us the opportunity to clarify this matter further and wish you all the best.
  
  
  
  Sincerely,
  
  eBay

• Initial Complaint

  Date:07/18/2022

  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.

  In 2018 my seller level fell due to eBay's new money back guarantee and 14 day returns provided to buyers. Buyers took advantage of this as eBay hadn't put a policy also in place to protect sellers. So they would use or take parts and return the item on the 12-14 day mark. This would drop seller performance ratings. This happened to me, then eBay removed all listings and did not give me proper notice before permanently suspending my sellers account. I've asked for the opportunity to appeal with no help or direction. I have been given multiple excuses why it has been suspended as "risk to the community" and "seller performance". So if your sales just drop they will permanently suspend an account? Since eBay made policy decisions that impacted me, I was discouraged from selling. It's been 4 years and wanted to get back to it. I had been on and off selling before. Just a casual seller. I hear stories of how many will post one thing and be permanently suspended. Something is wrong with eBay's ai. And there appears to be no department or email address anywhere to be able to overturn this "permanent" decision. I should also note I paid this company to have a store and sellers account. Whether I do $1 in profit or $10,000 I'm not sure why they'd care if my sales drop since they are accepting my money in liu of sales performance.
  
  eBay should have to inform its sellers they work for them despite accepting payment. I was not informed I was purchasing a franchise or paying them to be employed by them. As far as I understood it was my own business, my sales and my profits. And I pay them a gratuity for using their platform. These policies are draconian and I'm just trying to make some extra cash and more.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello*****,
  
  
  Thank you for the opportunity to address your BBB complaint. We understand you have concerns regarding your account status and selling restriction. We are happy to review this for you today.
  
  To begin, we appreciate the time you have expended to let us know of your eBay and Customer Support experience that did not meet your expectations. As a company that strives to provide exceptional service, firsthand accounts such as yours help us to identify areas of opportunity within the business. Thank you for bringing this to our attention.
  
  The eBay User Agreement states that we may suspend, restrict, or terminate user accounts if we believe you're creating problems, possible legal liabilities, or acting inconsistently with the letter or spirit of our policies.
  
  If we were to determine a trend of concerning selling behavior, we may revoke your selling abilities indefinitely, and decide that your business may not be right for the eBay marketplace. At this point, you would not be allowed to list or sell items moving forward. In addition, you may not open a new account to sell items on, as that account will also be subject to an indefinite selling restriction.
  
  Please know that we do not make decisions to restrict a member's ability to sell lightly. We do this with the entire eBay community in mind, and we are sorry that we're unable to continue our relationship with you.
  
  Lastly, we would suggest reaching out to our Customer Support via our Help & Contact pages. Once reached, we can verify your account and explore further possible questions regarding your account status.
  https://www.ebay.com/help/home
  
  We want to thank you for the opportunity to address your concerns.
  
  
  Respectfully,
  
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Customer service denies any ability to appeal. There was no notification for suspension or why specifically it was suspended. I paid eBay to sell items on their platform and did not breach guidelines or risk the community. Many are casual sellers. I did not agree to work for eBay as a seller or to uphold a performance standard as it is my business. eBay policies conflict with federal law for independent business owners and sellers. I asked multiple customer service reps for a department or person to speak with to resolve this as it was wrongfully executed or the result of ai error. The response is the same script as the reps read as well. I would like to speak with someone who may reverse the suspension if persuaded. I am being treated as criminal by eBay's current standards and have not in anyway committed any such act. It would appear eBay does not stand behind its sellers or loyal members, especially casual sellers.
  
  
  Business Response /* (4000, 9, 2022/08/04) */
  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, we can verify that your account received a selling restriction in April 2018. In order for eBay to remain a safe and secure marketplace, eBay has systems in place to investigate all buyer and seller accounts for possible risk. I recognize you are seeking further details on the reason behind the suspension. Please note our investigation process is proprietary and protected by eBay. We do this in part to prevent circumvention of our policies and keeping the eBay community safer.
  
  Additionally, the restriction is valid and not able to be appealed at this time. As well, while we understand you have your own business, when you sign eBay's User Agreement, it is a declaration of your willingness to uphold a certain standard. While we appreciate your feedback, doing business on eBay is accompanied by an expectation to uphold such standards.
  
  ****, we want to thank you for giving us the opportunity to address your concerns further and wish you the best.
  
  
  Sincerely,
  
  eBay
  
  
  Consumer Response /* (4200, 11, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand that eBay has some interesting loopholes for its agreements that a laymen to eBay such as myself wouldn't understand without doing intensive research and possibly obtaining another degree. I didn't sell anything at all risky on eBay. The policy of adding a "money back guarantee" allowed problem buyers to purchase, and change their mind or take parts they needed and return the items. I also noticed as part of eBay's policy is if performance in sales or lack of them meant eBay would lower visibility thus causing further declination of performance. I have not been given a trial, I was not contacted about any suspicious activity or risk to the community. When I spoke with reps I was not given any specifics as to why I was indefinitely suspended. How does eBay allow large corporations to sell with low ratings?
  Like them, I paid to sell on the platform as an individual seller and regarded safety of the community. Seller performance or lack of sales should not be a issue for eBay but the seller, as eBay asks for payment per item sold and a membership fee. eBay wasn't liable for sales until they started trying to claim liability for it.
  I've been denied any chance or conversation to appeal this. It's a very poor business practice for eBay as other platforms don't appear to have this issue. Most of us use to sell as casual sellers. Selling Items here and there and buying etc. i never looked at eBay's reputation when buying but the seller's.
  It would be nice to know what specifically caused the indefinite suspension. Could you advise me what I should do to seek this info and possible resolution? Indefinite suspensions are unreasonable when there is no one to contact or blatantly refused by eBay to appeal.

• Initial Complaint

  Date:07/18/2022

  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 bought a tv video card from E bay for $74.82. On April 12,2022 I received it. Six days later I returned it, to the address on the package label. ****************************************************************************************** E-BAY closed the case without refund my money because seller said that don't reconize the mail address. I appeal without sucess. I don't have neither the money or the package. **********************************************************************************************************************************

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello ********* ,
  
  Thank you for the opportunity to address your BBB complaint today. I understand that this has been a frustrating experience for you, and I appreciate your patience.
  
  
  
  However, I cannot associate your email address and contact information that you cited within your email with any account. That being said, our Privacy Policy prevents me from discussing this account's details unless I can verify that I'm speaking with the account owner.
  
  
  
  Please keep in mind that because you are using an outside source rather than our eBay supported communication channels, our verification process does require that at least 3 pieces of personal information (Name, Address, Phone Number, and/or Email Address). In cases where the information doesn't match, we cannot verify account ownership or release specific account information.
  
  Please reply to this email with the following account information, so I may confirm the rightful owner's account to further this conversation with you.
  
  
  
  - User ID
  
  - Registered phone number
  
  - Registered email address
  
  - Registered shipping address
  
  - Registered first and last name on file
  
  You can view more information regarding our Privacy Policy at the link listed below:
  
  **********************************************************
  
  Best Wishes,
  
  eBay
  
  

• Initial Complaint

  Date:07/18/2022

  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.

  Order
  ***********************************
  Request amount
  $599.00
  ****************
  Date purchased
  Apr 16
  
  I did not receive the item back from the buyer, eBay issued a refund without my permission, they normally wait for the tracking number and then issue refund. I am out of $599.00
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello *****,
  
  Thank you for the opportunity to address your BBB complaint. We appreciate your patience in awaiting our response. I certainly understand your concern regarding the iPhone you sold that has not been returned. I know this has created a poor experience, allow me to clarify why the claim closed before a return was required of the buyer.
  
  Per eBay Money-Back Guarantee, buyers are protected if they receive an item that is not as described or never arrives. The seller can choose whether to accept returns in situations of buyer's remorse; however, if the item arrives in a condition different from what was described in the listing, buyers may return it regardless of the selected policy.
  
  Looking at the case, I noticed the buyer requested to return the phone on April 19, at which time you accepted the return and provided a return shipping label. The same day, you issued a voluntary refund to the buyer, which closes the claim without a return being required.
  
  Anytime a buyer asks to return an item, there are various options you have as a seller. You can accept the return, get the item back and issue a full refund. You can offer a partial refund and the buyer keeps the item if the buyer agrees. At any point if you issue a voluntary full refund, as the seller, you are refunding in full and not expecting a return. Voluntary refunds close the claim. We never require sellers to refund a buyer until they get their item back and tracking confirms the return, unless the refund happens voluntarily, as it did in this case.
  
  You'll find complete information on eligibility and coverage pertaining to eBay Money-Back Guarantee here: ************************
  
  I know this is not the answer you are seeking. We appreciate your continued support and trust you will find this information helpful. Thank you again for reaching out and we wish you the best.
  
  Respectfully,
  
  eBay

• Initial Complaint

  Date:07/18/2022

  Type:Product 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 ordered and was charged $95.02 for a pair of exhaust tips for my 1968 ******* on 6/30. On 7/2 I received a tracking email from FedEx saying it could not be delivered because the Business was closed could not gain entry. I immediately went to the Fed Ex office told them what happened, I live in a secure Apt building, gave them the entry code and my phone number in case of any problems. They told me that they would have it delivered tomorrow. On Tuesday 7/5 I received a tracking email saying my package had been delivered, I was home at the time, and it was not delivered. Again, I went to FedEx, on my way I saw the delivery driver 1 block away, so I pulled over and asked him about it, he told me it was not on his delivery sheet and gave me the direct number for the FedEx office handling this delivery. I called them and they told me they would look into it and call me. The next day I hadn't heard from FedEx, so I called them, they told me that it was not on the truck and there was nothing more they could do, that I needed to call the seller and they gave me the phone number. I called ******** *******, the seller on Ebay, and the lady told me this happens all the time to give it till Friday and id I don't receive it to call them back. On Friday 7/8 I still had not received the package, so I called the seller back. She told me to lodge a complaint on Ebay, and she would check with FedEx and call me back. 10 Days later today 7/18 I still hadn't received my order or heard back from the seller. So once again I called the seller, this time she said there was nothing they could do, I already launched a complaint with Ebay, and it was up to them now. She also said these things don't get fixed overnight. I told her that FedEx would only speak with the seller and not me, and I need this order to finish the job I'm working on. She said there was nothing she could do, that if I need it order it again. Ebay cancelled the order and denied a refund even though they guarantee deliver
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 6, 2022/07/30) */
  Hello ******,
  
  Thank you for the opportunity to address your BBB complaint. We appreciate your patience in awaiting our response. I certainly understand your concern and urgency regarding the exhaust tips that you purchased and never received. I know this is unexpected and has created a poor experience.
  
  First, I don't agree that this happens all the time. I am not sure what took place regarding your package and why you didn't receive it. Allow me to provide additional clarification when situations like this occur.
  
  Per our eBay Money-Back Guarantee, buyers are protected if they receive an item that is not as described or the item never arrives. The seller can choose whether to accept returns in situations of buyer's remorse; however, if the item arrives damaged or defective, is not as described, is missing parts or pieces, or is the wrong item, buyers may return it regardless of the selected policy.
  
  You'll find complete information on eligibility and coverage regarding our full eBay Money-Back Guarantee here: https://ebay.to/3rAGN9C.
  
  There are many variables based on what took place. Because we never actually come in contact with the item delivered, we rely on the tracking number provided by the seller that confirms that the package was delivered to the address you provided at check out. Since the FedEx tracking confirmed delivery, we closed the claim in the seller's favor. What took place next was we issued you a courtesy refund, assuming the item was mis-delivered or stolen from where it was delivered. We can only issue one courtesy within a 12 month timeframe.
  
  I would continue to work with FedEx to better determine where the package was delivered. You can always provide the seller with additional instructions, such as requesting signature confirmation. Most sellers will agree to that as long as the buyer covers the additional charge.
  
  Should you have any other questions or concerns, please don't hesitate to reach out to Customer Support through our Help & Contact pages. To reach our customer support, please visit the following page: https://www.ebay.com/help/home.
  
  We appreciate your continued support and trust you will find this information helpful.
  
  Respectfully,
  
  eBay
  
  
  Consumer Response /* (2000, 7, 2022/07/25) */
  Complaint has been resolved by Ebay, they issued a refund. Thanks for your help in this matter.

• Initial Complaint

  Date:07/18/2022

  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 currently do not have the item I ordered under order ******************************************************************************************, the item has been returned to the sender on June 8, 2022 at 11:35 am. Since then, I have not received a refund for my order. I have submitted several return and appeal requests, all of which were denied. eBay customer service is very unwilling to help as they have been telling me to wait 7-10 business days since June 19, 2022 (it has been 21 business days as of today) for the decision of some back office team that they have no way of contacting directly. Currently, the seller has the item I ordered and my money. I would like to be refunded the full amount of $332.65 for not receiving the item I ordered.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello *****,
  
  Thank you for the opportunity to address your complaint through the BBB. We are sorry to hear you no long have your eBay order nor the associated funds for your purchase. We definitely want our buyers to have the money they are owed and are happy to investigate this return for you.
  
  Upon reviewing your item not received case and return for order number **************, we see you returned the Yeezy shoes by refusing the order delivery. With our eBay Money Back Guarantee policy, refusing the delivery of a purchase can void your protection as a buyer (please see our eBay Money Back Guarantee policy ****************************************************************************************). If opening an eBay return, we expect our buyers to accept the orders shipped to them, inspect them, and then to use a new shipping label to return their items. There are few instances where a delivery refusal is acceptable and those are if the parcel was damaged during shipping, the item arrived with an unexpected postage charge, the item arrived late and it is no longer wanted, or a seller instructed a buyer to refuse the parcel. Unfortunately, the reason for your refusal is an unprotected one and consequently voided eBay mediation on your behalf. In situations like this one, the seller can still choose to work with you, but eBay cannot force his cooperation.
  
  Looking at the return reason for the shoes, we understand your hesitancy with accepting the order, especially since the seller was unresponsive to your question about the package visiting an authenticator. Even so, the shoes you purchased were not listed as part of our Authenticity Guarantee Program and that type of service is outside the scope of your purchase. In the future, if you would like the assurance of authenticity from an eBay authenticator, we would recommend shopping for items within our Authenticity Guarantee program ************************************************************
  
  Currently, we see there is an open dispute for your purchase. For future reference and clarification, when it comes to cases and payment disputes, eBay members are able to dispute a purchase transaction utilizing one platform. Opening a dispute with your financial institution negates eBay's involvement in seeking a resolution for you and will close any open eBay cases or returns. If you would like to read more about Payment disputes and how they affect eBay cases, please visit our help article "Handling Payment Disputes" ************************). The most important thing to know is that since a payment dispute has been opened, although the purchase transpired on our eBay platform, all further mediation must proceed through your financial institution, and they are the ones that will decide the final outcome for your dispute.
  
  At this time, we'd recommend staying in contact and working with your financial institution. If they make a final decision that you do not agree with, you are allowed to seek an appeal with them.
  
  Lastly, we wish all eBay buying experiences could be positive ones and we have protocols and protection policies in place to support our buyers. While eBay mediation is no longer possible for this transaction, we appreciate you reaching out. We hope the information we've provided today will help you have better buying experiences in the future. Thank you again for buying on eBay and we wish you the best.
  
  Respectfully,
  eBay

• Initial Complaint

  Date:07/18/2022

  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.

  On April 1, 2022 I purchased a pendant through Ebay from a seller ********* Ebay charged me $588.00 in taxes for duty. The seller sent the item via******* which paid for the duty tax when it arrived in the US ($573.53). ******* then sent me the bill for the duty tax. I explained to******* I already paid the duty tax to Ebay. ******* sent me a form to send to Ebay to transfer the tax from Ebay to*******. This never occurred. After two months of contacting Ebay to resolve this with*******, I received a notice that******* sent the amount they paid to collections so I was forced to pay*******. I have been trying to get a refund from Ebay with no success. I would like the tax that Ebay is holding and did not pay for the importation of this item, back to my account. I have included a copy of all the documentation (the Ebay reference number is on the top of the original sales of the item). I have also contacted the ******* Attorney General in hopes of rectifying this situation.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello *******,
  
  Thank you for the opportunity to address your complaint through the ***. We're sorry to hear of the frustrations you've experienced these last two months in regard to paying the taxes assigned to your purchase. It's understandable that you only want to be liable for the taxes you owe and not be double charged. We want that for you too and are happy to investigate your complaint.
  
  First and foremost, we understand you had an unsatisfactory customer service experience with our customer support. As a company that strives to provide its members with exceptional service, we're disheartened to hear about your interactions. Rest assured; we have reviewed your recent correspondence to ensure we're delivering the best possible experience and are sad to be found lacking. Our agents should have taken the time to do more research and offered to follow up on the requests they submitted for you. We take this issue very seriously and have sent applicable trainings to our support teams.
  
  Upon investigating your order, we discovered there was a misunderstanding in regard to the taxes you already paid for the ************ Pendant. While you did pay $588 in taxes. That entire amount was for the online sales tax owed for making a purchase with an ******* checkout address. It did not include customs fees. ******* charges 7 percent sales tax for online purchases and 7 percent of $8,400 is $588*************************. According to *******'s state laws, as an online marketplace, eBay is responsible for collecting and remitting online sales tax that buyers owe to your state and all of the taxes you paid went to them *************************.
  
  While it's true if an international purchase is shipped utilizing the eBay Global Shipping Program import fees/customs will be charged upfront, all other forms of international shipping expect the buyer to pay the custom's fees upon receiving their order *************************. This seller did not use our Global Shipping Program so the amount****** charged to you for customs is a valid charge. When reviewing your contacts with our customer support, it appears our agents took the statement of you being double-charged at face value and failed to research and verify if that was true. We apologize for misunderstanding that arose because of this and wish more time had been dedicated to researching your claim.
  
  Since the customs duties are valid, they are not something for which we can offer reimbursement. Even so, we value you as a member of eBay and as a courtesy for this negative experience, we have issued a coupon code of $50 to your eBay account. On a computer, you can find this code at the top of your "My eBay Summary" page************************** and it should also be selectable through the eBay checkout. The code is a one-time use code that expires on August 28th, 2022, so please make sure to use it by that date.
  
  We once again thank you for taking the time to share your experience with us so we could investigate the details of your order and provide clarification about charges for taxes, customs, and international purchases. We also appreciate the patience you exhibited while waiting for a resolution and are grateful to have you as a buyer on our platform. Wishing you the best.
  
  Respectfully,
  eBay