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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  eBay Inc.

  2300 Traverwood Dr Ann Arbor, MI 48105-2196

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  eBay Inc.

  52 Henry Street, 3rd Floor Detroit, MI 48201

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  eBay Inc.

  2817w.45th street jacksonville, FL 32209

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  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:07/17/2022

  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 compact disc on ebay, which was brand new, unopened, and in a sealed plastic package. The buyer opened the package and claimed that it had damage that was invisible until the packaging had been opened. Ebay accepted the buyer's return and refunded the buyer at our expense, even though the item is no longer in saleable condition. Not only is it opened, but the buyer packaged it poorly and its case is cracked as well. Ebay determined that there was no way to show that the buyer caused the damage, but first of all the buyer admitted to opening the package, and second we have before and after photos demonstrating the item's condition before it was shipped. We want ebay to honor it's seller protections and refund us the cost of the item damaged by the buyer. We have a customer service chat from ebay stating that we would not be responsible for this, but they denied our return appeal and are not responding to our messages.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Hello ***,
  
  Thank you for the opportunity to address your BBB complaint today. I understand you sold a new CD, sealed in its original packaging. From what I've gathered, the buyer states the item was damaged. Damage that wasn't visible until opening the CD. As such, you have the item back, but it's no longer sealed or in the same condition than originally listed. That said, you don't agree they should receive a full refund and you want reimbursed for the transaction. I'm happy to assist.
  
  It's important to note, since we do not see or handle products, it is difficult to determine the item's exact condition when sent or received. To align with industry standards for return processes, we allow 30 days from the actual delivery date to open a request and we don't dispute a buyer's selected return reason.
  
  When a return is requested with the buyer's stated reason falling under eBay Money Back Guarantee, we look to a seller to accept the return, cover return shipping costs, and process a refund upon receipt. We allow 3-days from the time an eBay Money Back Guarantee protected return is created for the seller to accept the return or resolve their buyer's concerns (For example, the seller may offer a partial refund that their buyer accepts and the buyer can keep the item). If this period ends without resolution, a buyer may request eBay's assistance to resolve the concern. When the item qualifies for an eBay return shipping label the system will automatically process a label on a seller's behalf. Upon confirmed return delivery eBay will issue a full refund on the seller's behalf. Larger or heavy items may not qualify for an eBay return shipping label and when the seller hasn't provided for the return the system may automatically refund the buyer without requiring them to return it.
  
  If you would like to review our guarantee further, please check the link below: https://www.ebay.com/help/home#search=eBay%20Money%20Back.
  
  Of course, any time you believe a buyer has not been honest regarding their return reason, we encourage you to report the buyer through the return. The report will go to our Trust and Safety team for review. They will investigate the account and take any action necessary in accordance with our User Agreement. Please note these actions could range from an educational conversation to a full suspension. While you may request specifics, due to our Privacy Notice, we are unable to share any actions taken on another member's account. I hope this ensures your information is also kept private.
  We acknowledge there may be times when a buyer causes a returned item to lose value. To support our sellers and work to balance your protections as well as the customers we recently increased protections for sellers who can meet Top Rated Performance Levels or who offer free returns with their transactions. Eligible sellers will have the option to reduce the total refund by up to 50% if the item arrives back to them used or damaged, or if they feel the buyer abused eBay Money Back Guarantee.
  
  While your account doesn't currently qualify for these protections, it may be beneficial to focus on either meeting Top-Rated Status or offering free returns in your listings.
  
  You can find additional information regarding our Seller Protections via the Help Page here: https://www.ebay.com/help/policies/selling-policies/seller-protections.
  
  ***, know this has been an unsatisfactory experience, we're happy you've given us the opportunity to explain our policies and how you can qualify for the partial refund tool in the future. That said, we are also extending a one-time courtesy credit for this transaction. You can expect the funds to post to your account within 24 hours and be paid out to the checking account used for payments.
  
  Thank you for being a member of the eBay community, we're happy you've given us the opportunity to address your concerns. We trust that all future transactions on eBay will exceed your expectations.
  
  All the best.
  
  Sincerely,
  
  Richard*******
  
  eBay
  
  
  Consumer Response /* (3000, 8, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We appreciate the refund, although we were not refunded the shipping charges. Furthermore we are a top rated seller and should have been treated as one. Per the response, top rated sellers are given the opportunity to give a partial refund. We were given no opportunity to take action. Ebay accepted the return and refunded the buyer without giving us any choice in the matter. Finally, the defect on our account about a case closed without seller resolution is still there. We'd like that removed as well. It is not true that ebay can't make a determination about the condition of the returned item. We sent pictures. But if the policy is to take only the buyer's word as truth, we submit that the buyer fully admitted to opening the item.
  
  
  Business Response /* (4000, 10, 2022/08/04) */
  Hello ***,
  
  Thank you for taking time to reply to us. We're happy you received the item credit, and while we can confirm the information previously provided is correct, we recognize lingering concerns and want to provide additional context.
  
  Top- Rated sellers with a 30-day or free returns policy have access to a partial refund tool and may discount the refund they'll provide a buyer when an item is returned used or damaged. From what we see, you have a no-returns policy and wouldn't qualify for the partial refund option.
  
  That said, while we are happy to provide a credit for the item that was returned damaged, this was a onetime courtesy and we're unable to extend further credits for this transaction or remove the defect.
  Thank you for the opportunity you've given us to explain.
  
  All the best,
  
  eBay
  
  
  Consumer Response /* (4200, 12, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your responses are contradictory. Your initial response stated "While your account doesn't currently qualify for these protections, it may be beneficial to focus on either meeting Top-Rated Status or offering free returns in your listings." But your latest response states that a seller must do both to qualify for the benefits described. So you haven't clearly explained the policy, or there isn't a consistent policy and it's an arbitrary decision every time.

• Initial Complaint

  Date:07/17/2022

  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 30, 2022, I paid $54.20 to a seller on Ebay for service on a TV Power Supply Board. Sellers ID was ******** and the item #************. He was to repair the board and send it back to us working. Over a week later, he asked for more time, and we granted that. He then dragged it out longer and longer with no communications unless I initiated an inquiry on the status. He claimed to have parts on order, so we waited as we had no choice. Finally in June, he wanted to take parts off my original board and move them to another board to produce a supposedly working board and send it to us. Again, we were left with no choice, and I let him know that it did not sound very promising, but he then gave us a 90 day warranty written in his own communications to us which Ebay can view. He shipped it out to us on June 20th and we received it on June 24th. I was out on travel with work so I planned on opening the package and trying it over the July 4th holiday which we did on July 2nd. After installing the board and trying it, the board did not work and kept turning the TV on and off continually and remains that way today and the TV is still inoperable. On July 3rd, the seller of this service was contacted, He said he was done and wasn't going to communicate on it anymore. Ebay was also contacted July 3rd and said to post negative feedback on him but I could not because Ebay doesn't let you after a period of time and this seller took up almost 60 days! Ebay tried to claim that they don't back services, yet they allow people to sell services and take money from buyers whether they perform as advertised or not. Ebay collects fees from everyone and makes money off these fraudulent service ads but apparently will not support the victims of these fraudulent acts. I received a 90 day written warranty from the seller and I want Ebay to uphold it and return my money. I still have a TV to get repaired and I cannot get my original part back because the seller dismantled it for parts
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Hello *****,
  
  Thank you for the opportunity to address your complaint through the**** and for taking our phone call earlier today (7/29/2022). We appreciate you sharing the details regarding your purchase experience with the seller and were happy to investigate and review your complaint.
  
  While it's true that our eBay Money Back Guarantee ************************* does not include protections for services and several other product categories, we value your feedback regarding site changes that could make lack of coverage more apparent. We're sorry you had a negative experience with a seller you found on eBay and are happy to report him to our risk department for investigation and possible disciplinary action. Due to privacy laws and regulations, we cannot share information about someone else's account, however we promise our risk team will take appropriate action with what they find.
  We appreciate you buying on eBay and are happy to submit your feedback to our site design team for review. In addition, as a one-time courtesy, we have issued a coupon code for the order cost to the associated purchasing account. This code can be found at the top of the "My eBay Summary" page ***************************************** and should be selectable at checkout.
  
  We once again thank you for taking the time to share your experience with us. Wishing you the best in your future transactions.
  
  Sincerely,
  eBay

• Initial Complaint

  Date:07/16/2022

  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 sold items on Ebay. The items delivered not returns or complaints from seller. Ebay required me to provide proof of purchase after the item was sold in which I provided over 7 days ago from this complaint. I have an outstanding payment from Ebay for over 7 days. I have contacted Ebay several times to resolve this issue and no one can me get paid and lift my account restrictions. I cannot get my money nor my items sold back. I have called and contacted Ebay multiple times both through phone and their messaging system with no resolve.
  

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello*********
  
  Thank you for the opportunity to address your *** complaint. I understand this concerns a temporary account restriction and the resulting delayed payout for items you've sold. Given ongoing concerns, I happy to assist.
  
  First, I recognize the frustration you must have experienced when you heard your account was restricted. It's important to understand, keeping our platform a safe place to buy and sell is a priority of ours and something we take very seriously. That said, a review of your account's recent activity prompted us to ask for proof of inventory and we appreciate your willingness to quickly provide the information we requested.
  
  As such, when we reviewed the account again, we were pleased to reinstate the account and we see your funds were released and directly sent you the checking account you use for payments on July 18, 2022.
  
  ******** we regret any inconvenience the restriction may have caused. We appreciate you sharing your experience with us, we're happy you've given us the opportunity to explain.
  
  All the best.
  
  Sincerely,
  
  eBay
  
  
  Consumer Response /* (2000, 7, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Resolution was resolved

• Initial Complaint

  Date:07/16/2022

  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.

  PARTIAL REFUND REQUEST
  REQUESTING A PARTIAL REFUND
  
  Total: $43.55
  Order number: **************
  Item ID: ************
  
  Total: $43.55
  Order number: **************
  Item ID: ************
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Hello *******
  
  Thank you for the opportunity to address your *** complaint. We understand you are requesting to receive a partial refund for orders placed on eBay. Given your outstanding concerns, we'd be happy to offer further guidance.
  
  Under the eBay Money Back Guarantee, buyers are entitled to a refund if their item doesn't arrive or a no cost return if an item arrives damaged or not as described. Kindly note eBay does not offer partial refunds as part of our eBay Money Back Guarantee.
  
  That said, we do encourage buyers to reach out to their sellers to see what other resolutions they would be willing to offer. If you are not able to reach a mutual resolution with your seller, you may still be able to return the item for a refund if it qualifies for buyer protection. Keep in mind a return must be opened within 30 days of delivery to be covered by the eBay Money Back Guarantee.
  
  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,
  
  *********

• Initial Complaint

  Date:07/16/2022

  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 June 20th at 5:04 AM I bought a **** laptop directly from **** on eBay. I paid $1,637.89 for the laptop order number *************. When I changed my mind and wanted to instead invest into a PC instead. I initiated a return and when **** accepted the return I dropped the laptop off at the post office on July 7, 2022, 4:46 pm it was delivered to **** on July 12, 2022, 8:00 am. Tracking number **********************. It even has a signature on the tracking that it was received by an individual named *********** which I presume is an employee. After three days of waiting I received no refund for the laptop so I escalated the return to ebay to take a look at it. With all the proof of delivery to , **** refused to refund me for the laptop and eBay suspended my account in return. I received an email saying I was abusing their return policy. They could've simply looked at the tracking and seen that one of their employees signed for the package. I've spent a lot of money at eBay and in return I get accused of trying to defraud them, when in reality they're defrauding me. The employees are outsourced employees who try to get you off the phone as soon as possible or say they can't help you. I need this money for school and can't buy another computer until this is resolved which is hindering my education. My account email is ******************** The Case ID is ***********
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello*******
  
  Thank you for the opportunity to address your *** complaint today. I understand you recently purchased and attempted to return a **** laptop, and then had your eBay account suspended.
  
  In an effort to ensure we look out for the best interest of the eBay Community; we routinely review both buying and selling activity on our site. 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 where we identify concerns with a member's behavior, we will review the account and take the appropriate action in accordance with our User Agreement.
  
  Your account was found to be in violation of our Abusive Buyer policy, which states buyers are not allowed to make false claims, misuse eBay buyer protection programs, or messaging service. We utilize a monitoring system that incorporates buyer and seller activity, including both specific details on individual transactions as well as patterns across multiple transactions. We review reports from our selling community, items details, returns details and member-to-member messages. You can read more about this policy here:************************
  
  You can find this information by reviewing our user agreement. You will find the below statement by following this link: *********************************************************
  "If we believe you are abusing eBay and/or our Services in any way, we may, in our sole discretion and without limiting other remedies, limit, suspend, or terminate your user account(s) and access to our Services, delay or remove hosted content, remove any special status associated with your account(s), remove, not display, and/or demote listings, reduce or eliminate any discounts, and take technical and/or legal steps to prevent you from using our Services."
  
  With that in mind, a full, secondary review of your account was performed, and we have made the unfortunate but necessary decision to uphold the suspension. I can understand this is not your desired outcome and, while we are thankful for your passion for wanting to continue using eBay, we have made a final decision and are unable to consider your request for reinstatement. Furthermore, the return case you had opened cannot be considered for an appeal given the violation of our Abusive Buyer policy.
  
  We nonetheless wish you the best and appreciate your willingness to partner with us here.
  
  Sincerely,
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  
  eBays monitoring system is flawed. I've spent thousands of dollar on eBay and sold many items that put money into their pockets. I've never abused their return policy. And it is offensive I'm being accused of it. It is not hard to see that I returned the item according to the tracking. $1,600 is a lot of money and to this day I still have no computer for school and no money to buy another one. This has caused me a lot of stress and eBay could care less. They have endless complaints and as a company that claims they put their customers satisfaction first I can confidently say that's not true. No refund has been issued for my return so I do not accept this response.
  
  
  Business Response /* (4000, 9, 2022/08/04) */
  Hello *****
  
  Thank you for your candor and continued diligence. I recognize there are lingering concerns and would like to address them.
  
  Upon investigation of your account, we identified behaviors which posed a risk to the eBay community. Namely, we saw transactional patterns which matched those dictated in our Abusive Buyer policy. While I appreciate your passion to continue buying on eBay, and while you may disagree with our decision to part ways, I can assure you this ruling was made to ensure the safety and integrity of the site. Our goal is to create a safe place for members all over the world to meet and exchange goods. I can appreciate your desire to use eBay as your platform to sell items, however the behaviors noted on your account did not align with our User Agreement.
  
  With that said, please know a final review of your account was conducted and have decided to retain our original decision. 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. While we are thankful for your dedication, we hope the above explains why we have made this final decision and are unable to consider the request for reinstatement. As it relates to the return case, please note this suspension additionally exempts any possibility for case appeal, so no further compensation can be provided in this instance.
  
  We trust the information here clarifies our position on the matter and wish you all the best in your future endeavors.
  
  Sincerely,
  eBay
  
  
  Consumer Response /* (-5, 10, 2022/08/10) */
  I have not gotten a response from the *** and can't provide a response to the one the business provided.

• Initial Complaint

  Date:07/16/2022

  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.

  Ebay Inc. Is holding my funds for a product sent out and the customer was pleased with. Ebay Inc. reasoning for holding these funds is due to personal private information not being sent out. Ebay is holding these funds, because me as a seller has not verified my identity, which is deceptive marketing practices. Ebay is not only restricting the account, but are holding my funds, which they have no right to hold my funds. Restricting the account for non-verification is one thing, but holding my funds for a year is another. At this time Ebay Inc. is still currently holding money for a product that has been sold, yet no payment is due on the account.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Hello ******,
  
  Thank you for the opportunity to address your complaint through the BBB. We definitely want to be viewed as a reputable marketplace and are saddened to hear you consider our payout process to be deceptive. We want our sellers to receive the money they are owed from their sales with us and to make sure proper payout expectations are set. With this in mind, we are happy to investigate your complaint.
  
  Upon reviewing your account, we see the funds you are referencing are associated to the order number ************** sold on August 23, 2021. During our review, we see you opted into selling with our newer way of processing payments back on April, 15th 2021. We announced back in 2017 that with our contract with PayPal as our sole payment processor coming to an end, we had decided to become our own payment processor. Beforehand we used to be able to process payouts through PayPal, but now PayPal remits any such payments to us, and our Payments platform is our sole source of processing. Like when you first signed up with PayPal to process your eBay transactions, as a processor it requires that we receive additional information from you.
  
  We understand that you have some security concerns with our Payments platform. Rest assured that your data is secure. All of the information shared during registration allows us to send your payouts and comply with Anti-Money Laundering (AML) and know-your-customer obligations, which helps keep eBay a trusted marketplace. Our data security procedures ensure that the information you share with us is safe. We will use and share the information you submit as described in the Payments Terms of Use which was agreed to when you listed your item for sale *************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  We also protect your data through technical and organizational security measures to minimize risks associated with data loss, misuse, unauthorized access, and unauthorized disclosure and alteration. To this end, we use firewalls and data encryption, such as physical access restrictions for our data centers and authorization controls for data access.
  
  Please note, the request for your correct personal information is an added safety measure we have in place to ensure nobody else is accessing your banking information. To comply with regulatory requirements and laws, we need to verify where money is being sent to and stay in compliance in a money movement environment, further in compliance with the respective regulations. To complete our verification process, we ask you to provide valid, verifiable information as we are now moving your money when items sell.
  
  Once your account information has been updated, we can move forward with completing the payout for your account. Without this information, we are unable to pay you the funds you rightfully earned. For more information about our Payments Terms of Use, please see the following link: *******************************************************. In our Payments Terms of Use, we do advise that linking a financial account is necessary for selling and receiving payouts. We also clarify that as a seller you will need to complete banking verification and risk-assessment processes. For more information, we also have a nice page in our eBay Selling center that talks to setting up your payments process and the perks that come with it: ************************
  
  If we are unable to verify your account to receive payouts, we will then need to follow the escheatment process in accordance with state and federal regulations. Escheatment is not an eBay policy, but rather a process which all regulated financial institutions must adhere to. How long the funds remain in an eBay liable account varies depending on region. Eventually we will release the funds consistent with local regulations. Sellers can contact their state to receive their funds and should be notified by email if they have asset/funds dispositioned as part of escheatment. If they have not received this notification, then the funds are still in the eBay liable account. Where possible eBay will communicate with sellers and attempt to give sellers their funds in preference to the escheatment process. To continue verifying your account to receive payouts, we have sent you an email notification on July 18th, 2022, with a request for more documentation. Please respond to that email so we can help you receive your funds more quickly.
  
  Once again thank you for taking the time to share your experience with us, we hope this information helps you to feel more comfortable with us being a payment processer for your sales. If you do not wish to continue forward with our Payments' verification processes, you may want to look up the procedure for escheatment in your state. Wishing you the best.
  
  
  Respectfully,
  eBay

• Initial Complaint

  Date:07/16/2022

  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 placed an order through ebay on Jun 28, 2022 (Order number :**************) for a total of $59.17. The item was said to be delivered on July 5th. I never received the item. I reached out to the seller who said they would have to look into it and file a claim with USPS before they would do anything to resolve the issue. After which I reached out to ebay hoping their eBay Buyer Protection would help as it states "eBay Money Back Guarantee covers most transactions on eBay. It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing." https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?*******. However, this is a not true. I did not receive the item and they closed the claim on me. The shipper never provided the actual address they shipped the item to and I have video proof that the item was not delivered. I'm glad that it was a relatively small purchase that taught me my lesson not to shop on ebay. I would like a full refund from eBay.
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Hello************,
  
  Thank you for the opportunity to address your complaint through the BBB. We are sad to hear you never received the FiiO BTR5 you ordered. We know how disappointing it can be to wait for a purchase and not have it arrive, especially when tracking shows it should have been delivered. That being said, we are happy to investigate your case and see if we can help.
  
  Upon investigating, we discovered your order has already been refunded by the seller. It appears once the item not received case was closed, you opened a return and the seller decided to issue a voluntary refund. That was very nice of the seller since returns should usually only be used if a buyer received an item. We appreciate your efforts in communicating with the seller and are glad this ended on a positive note.
  
  In regard to the initial item not received case, we can understand being surprised it closed without a refund. Even so, we assure you this action was taken in accordance with our eBay Money Back Guarantee Policy (https://ebay.to/3Q7q89N). Inside this policy we have certain protections outlined for both our buyers and sellers. In the "Deciding the outcome when the buyer doesn't receive an item" portion of the policy, we clarify that sellers are responsible for shipping a purchased item to the buyer's checkout address. They choose their available shipping carriers, so if the item is lost on the way, or tracking shows delivery to a different location, the seller is responsible for refunding a buyer. However, for proof of delivery, we do rely on the carrier's tracking updates. If the tracking shows delivery or attempted delivery to a buyer's checkout location, we consider the order as delivered and that the seller has done their part to get the item to their buyer. We recognize, there is a possibility for error with any postal carrier delivery, and if a buyer is unable to locate a package, we would recommend first checking with their neighbors to see if the package may have been misdelivered to one of them as well as searching all outside areas of one's property. If still unfound, the next step would be to check with the carrier/postman to see if they can help locate the package--it could have been marked incorrectly as delivered, left in the truck, or delivered to a similar address.
  
  After following the outlined steps above for a missing delivered package, we'd then recommend escalating to eBay for a case appeal. You are allowed to submit an appeal for the original case decision within 30 days. This does not guarantee a refund, especially not from the seller if tracking shows as delivered to you. However, eBay does like to help buyers have more positive experiences when possible and on occasion will grant a courtesy refund from eBay. If you have had multiple instances of tracking updating as delivered without receiving the package, you may be a victim of package theft or there could be a carrier issue with your address, and you might want to look into using a P.O. box or another delivery address you trust.
  
  Once again, we are glad to see you were refunded for this order and appreciate the opportunity to review your case and explain more about our eBay Money Back Guarantee policy. Thank you for taking the time to share your experience with us and for buying with eBay.
  
  Respectfully,
  eBay
  
  
  Consumer Response /* (2000, 7, 2022/08/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  eBay issued a refund for the item not received.

• Initial Complaint

  Date:07/16/2022

  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 started to sell on ebay, mainly items from my house. Or a local Thrift store nothing expensive clothing shoes ect. And about 6 weeks into it after I have sold approximately $299 worth of items they froze my account and ask for my identification which I sent them my photo ID then they told me I need to upload my bank information so I can verify my Identity And get my money that I earned and it will not let me every time I try to put my bank information in there it says cannot help you error error And every time I call they give me the same excuse that I need to update my information and for some reason they think I'm somebody else I've asked them if I could do a ******** call I had excellent reviews on eBay Not one unhappy customer So it Makes no sense why they want to freeze my account I tried to prove my identity over and over and over and now they just will not let me have my money I ultimately would like to sell on eBay still and let them release my money to me. Please help I know what $300 is not a lot to eBay but to me it is good chunk of change. I worked So hard trying to be a good seller and start my own business They have absolutely no reason to not let me sell let alone keep my money I've earned. Not only can I not get my money I invested a $100 into a thermal printer $50 on packaging materials. Im really upset that a billion dollar company is not releasing my money on my items i sold. Please help. Sincerely Wade Stever
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Hello ****,
  
  Thank you for the opportunity to address your**** complaint. I understand we've requested information to verify your account. I'm happy to assist.
  
  I've thoroughly researched the account (including contacts with customer support) and recognize the frustration you must have experienced when you get our prompt to enter another bank account With this in mind, I want to provide additional context I trust will clarify the steps needed to verify the account.
  
  Firstly, I was unable to find a government issued photo ID you uploaded to verify identity. Please use the document upload link in your Seller Hub and upload the document again. Please be sure your name and date of birth on the document are an exact match to the registration information on the eBay account. I'd encourage you to review your account information and make all necessary changes to ensure they match your photo ID exactly. Further, when uploading a document, the entire front and back of the document must be clearly visible and uploaded in color. Uploading a photo of your document on a dark background provides the best image. Screen shots often are blurred and may prohibit us from successfully verifying the information.
  
  Secondly, while your bank may be on our list of supported financial institutions, it's important that your checking account enables both ACH direct deposits as well as ACH debits. If it does, your information should be accepted. When uploading a bank statement, please ensure the statement is not older than three months old. Please take a picture of the statement (not a screenshot). The document must have the bank name and logo, your name and address and at least the last four digits of the account number.
  
  It's important to understand account verification is industry standard and a regulatory requirement performed by all companies handling money in the Finance and eCommerce industries. In consideration of this, it's important to understand that when the verification process is incomplete, we're unable to release funds. However, I'm optimistic that by following through on the suggestions I've provided, your concerns will be addressed, and the account can be verified, and we may process your payouts.
  
  Wade, I appreciate you sharing your experience and for the opportunity to provide information I trust will assist the verification process. While account verification typically goes smoothly, I know this has not been your experience. With this in mind, Managed Payments is still relatively new, so we are consistently looking for ways to improve and enhance the experience. As such, I appreciate you bringing this to our attention and want to thank you for being a valued member of our community.
  
  Sincerely,
  
  eBay

• Initial Complaint

  Date:07/16/2022

  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 a phone on eBay for $500+. The buyer lied and said there was an issue when I know there wasn't. The phone was in new shape from being in otter box the short time I had it. Then he returns it and it comes back damaged. Then he gave me a negative review! I filed a complaint with eBay and they said they would flag his account since he's done this before. At this point I had to take my losses and move on. I try and sell another device months down the road and they said I owed money from my previous sale? How is that possible? They said they would fix it and I would be good to go on selling my device. I sold it elsewhere so I never checked. Now today I go and try and sell something and the same issue arose. I called customer service and I try and explain and the rude lady said they had no records of any of it and I had to pay. Then she hung up on me when I asked for a supervisor. What type of people they got working there is beyond me. So not only did I lose my money on the damaged device they want me to pay them. I'm clearly being scammed by not only by the buyer, but by eBay as well. I wouldn't sell anything on there again. What type of company sides with the scammer. Unbelievable. Buyer/seller beware. eBay is not a safe marketplace. I'm out hundreds of dollars.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Hello *****
  
  Thank you for reaching out to us through the **********************. We work hard to ensure our members' concerns are resolved, and that they have great experiences using our platform. It is unfortunate to hear that this has not been the case for you. We trust that we can at the very least provide you with some additional information and clarity surrounding your complaint, if not resolve it completely. 
  
  We appreciate you taking the time to share your candor and findings with us. We know how important it is for you to be able to access your account and we apologize for the large inconvenience. We have looked over our documentation and currently show that this may be a bug on our end, and we will ensure that our technical team gets the information you provided in this complaint in order to help to find a solution for this issue.
  
  Rest assured; our technical team is working diligently on a resolution to this issue. However, they are unable to provide us with a timeline for when they expect the issue to be resolved. Please know once we find out more information, we will reach out to you and provide you with any future updates.
  
  Once again, we appreciate your patience and understanding regarding this issue.
  
  Sincerely,
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I want this business to be responsible on the issues they have caused me. I've been told on multiple occasions how it was resolved. And it never is. Ebay told me they have had issues with these people in the past. Then eBay lets them continue. Plus the loss I've obtained with eBay letting scammers make the rules as they go. Just make it right. It's that simple. I've lost thousands on ebay, and ebay is more than ok with it. I'm an honest person, this is why it upsets me so. I hope this reaches a person with morals.
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  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 were made aware of the situation that was ongoing with your account. And the inability to access it as it was on hold due to nonpayment. However, we have since credited the owed amount and reinstated the account.
  
  We'd encourage you to try to sign in again as the account now can be accessed. Please know we apologize the delay in resolving this issue, however it has been corrected at this time.
  
  We appreciate you providing us the opportunity to clarify this matter further and wish you all the best.
  
  Sincerely,
  
  eBay
  
  
  Consumer Response /* (4200, 11, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It doesn't cover the amount of stress this has caused me for years. Or the hundreds of dollars I lost when my phone came back damaged and eBay let him get away with it. Then I get punished? No thanks.

• Initial Complaint

  Date:07/16/2022

  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.

  Case #: *********** Right after I placed the order, I realized it was a mistake since the listing didn't even contain a image of the item. So immediately I requested for cancellation. However, after several days' waiting, the seller just ignored my request and sent out the package. As a result my plan became to return the item after I receive it. On the delivery date I went downstairs immediately after the tracking showed delivered to check the item since it is so expensive. However, after checking around including my neighbors' front doors, I didn't find anything, which made me feel not right, so I contacted the seller regarding this and they never responded. After some research, I figured out everything. My first assumption was maybe **** delivered the package to a wrong address. I contacted the seller if they filled a correct address. Without any response I had to contact **** instead. Luckily people at **** were so nice they gave me detailed information about the tracking number the seller provided. It turned out that the recipient's address for the tracking was incorrectly filled as a supermarket near my place. Then I contacted the supermarket, and employees there told me they did receive a package but it was totally empty and they sent me photos of the tracking label on the package and the package itself, which clearly shows the supermarket as the recipient. So far with all of the information above, it is very clear to me that all of these are done by the seller intentionally. It is completely a scam. I contacted eBay and they did refund me but besides that they just want to let such kind of dishonest seller simply get away with it. It is so ironic that the seller can still be rated as a top-rated seller on your platform. My request is very simple, considering the money and time I wasted on the case, I just want you guys to take some actual actions including punishing such kind of dishonest seller and make the entire processs transparent to me.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Thank you for the opportunity to address your complaint through the ***. We are sorry to hear you never received the laptop you ordered but are glad your payment was protected via our mediation and our eBay Money Back Guarantee.
  
  Regarding the tracking and delivery for your order, you have valid concerns, and we appreciate you looking out for the integrity of our platform and other buyers' purchasing experiences on eBay. In response to your request, we have reported the seller ************** to our seller risk department for investigation. While we understand your desire to be included in the investigation of the seller, due to privacy laws and regulations, we cannot share information about actions taken on someone else's eBay account ************************** However, we promise you a thorough investigation is under way and our risk department will take appropriate disciplinary action with what they find.
  
  We once again thank you for taking the time to share your experience with us and for using eBay. Wishing you the best.
  
  Respectfully,
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That's interesting. Even now when I check the scam listing, it is still there. It is a 7k listing without a single photo and even after I reported it over 1 month ago, it is still there. So how can I trust you guys? Honestly do you really believe what you said?
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  Hello ****
  
  We appreciate you taking the time to respond to us and can understand your concerns, especially since the seller is still active and selling. While some situations may seem like they are clearly suspicious and there should be only one course of action, upon being closely investigated sometimes it is discovered that not all situations are as clear and simple as they may seem.
  
  We made sure the seller's account was actually investigated before our original reply to your complaint.
  
  As to the listing not having a photo, we searched the seller's inventory and found the same title of your purchased item being used for the item number ************* If this is the listing you are referring to, it is showing as active but is currently out of stock and no one can click to buy it. The setting to have an active listing even when there is no product available is sometimes used by sellers as a place holder, so when they restock, they can easily update the listing and not have to worry about recreating it. It is important to include images with a purchasable eBay listing. If they later add product to this listing, we would expect them to provide viewable listing images as well, other wise the listing could be reported to our listing policy team.
  
  We appreciate you providing us the opportunity to clarify this matter further. Once again, because of privacy reasons we cannot share the results of an investigation for another eBay member's account nor the actions that have been taken, but we assure you the member has already been thoroughly investigated. Thanks for coming to us with your concerns and we appreciate you buying on our platform as well as reporting risky behavior that you see. Have a wonderful weekend.
  
  Kind regards,
  
  eBay