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:07/15/2022

  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 sold a customer a $70 bb gun. Once they received it they claimed it didn't work and wanted to return it. I authorized a return and they received a label to send it back to me. I received the package and noticed it was very light and small, much different from the actual item I sold them. I had my husband record me opening the package. I opened the package to find nothing but a small box of Kleenex tissues. I reported the issue with ebay but they instantly closed the return claim and gave the buyer their money back. I also filed an appeal that was also turned down. Its an obvious scam.
  
  The reasoning for them turning down my claim was due to my account being indefinitely suspended for "undisclosed risk reasons", in which I was also never notified about.
  
  So because my account is suspended for whatever reason someone is allowed to scam me out of $70+.
  

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Hello********
  
  Thank you for the opportunity to address your *** complaint today. We recognize it can be frustrating to learn that your account has been suspended, especially when you may not understand why. With this in mind, it's our goal to ensure the reasons for our actions are clear. As such, we're happy to assist.
  
  We appreciate the passion you have about continuing to be able to access your account. In consideration of this, we completed an additional review of the account on your behalf. That being complete, we haven't been able to confirm your account using the bank and ID documents you provided.
  
  As such, we've decided to keep our original decision to suspend the account. Please be assured, in doing so, we followed the terms of our User Agreement.
  
  To review the User Agreement policy, please click the link we've provided here: ***********************
  
  We understand you want to appeal a claim citing the wrong item was returned. While we regret that this may have happened, when an account is suspended, transactions no longer meet the requirements for coverage under the eBay Money Back Guarantee or our appeal process.
  
  Allow me to provide a link that explains our policy: ***********************
  
  ******* I know this isn't the response you hoped for. Nevertheless, we appreciate you taking time to bring your experience to our attention. We're happy you've given us the opportunity to explain and wish you all the best.
  
  Respectfully,
  
  eBay
  
  Consumer Response /* (3000, 12, 2022/09/21) */
  My account is not showing as suspended as the response stated. I am still able to buy and sell.
  
  
  Business Response /* (4000, 14, 2022/09/23) */
  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, your selling privileges are suspended. As such, your ineligible to appeal an eBay Money Back Guarantee case outcome. You can confirm the status or the account by logging in and viewing the Payments tab in Seller Hub. As previously stated, this is an indefinite selling suspension and the account can't be used to sell.
  
  If you'd like to review eBay Used Agreement, you can do so here: https://ebay.to/2ZOd7sB
  
  We appreciate you providing us the opportunity to clarify this matter further and wish you all the best.
  
  Sincerely,
  
  eBay

• Initial Complaint

  Date:07/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a buyer on ebay for the last 8 years in March I decided to try and start selling. I sold 2 items. My bank account has always been linked to eBay with PayPal. I guess they are not partnered up anymore so my account was unlocked ks what I'm told. I have now spoke. To 12 representatives in the last 2 months my issue has been escalated 3 times. What I'm told anyways they will not let me talk to a supervisor they put me on hold we get disconnected after I've spoken to ** 3 different reps on one call being put on hold several times. Regardless if it's through my cell phone , landline or another's phone there service is stacity and the calls drop. I think they are deliberately hanging up on me at this point. I lost my job and was Happy I could sell on eBay but it does me no good if I can only look at what is owed to me by sales I havemade but cannot get my funds no matter what I do I've tried 3 different bank accounts my checking account debit card is still linked so it makes no sense to me that I'm unable to recieve my funds. I am at my wits end I've spent hours upon house speaking with reps that get me no resolution one rep even just told me oh it's fixed u will see your funds in 3 business days .never happened I contacted my bank there is no hold so it's not in their end are they just scamming people now they already depleted my funds by overcharging and double chafing me to ship the items I was owed over 160 now I will only get 93 I just want what is rightfully mine I sold items the buyers laid for the items yet eBay is like holding it for ransom please help I really need this and now I can't even use them to sell any more because I don't want problems like these in the future
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Hello ****,
  
  Thank you for the opportunity to address your BBB complaint and for taking some time to speak with us.
  
  As we discussed, you were able to successfully submit a bank account to complete seller registration and we confirmed this using the micro-deposit amounts you received in your bank account. The expected payout date for available funds is this Friday, 07/29. Please do not hesitate to leverage our support with the provided email address if this does not occur.
  
  eBay strives to maintain the highest standard possible for accurate, timely customer service and you have our commitment to provide appropriate feedback where recent interactions did not meet expectations. In that regard, thank you for sharing your experience with us.
  
  You are a valued member of the eBay community and we appreciate your patience and positivity while we worked to resolve your concern. Should any further assistance be necessary, now or in the future, please do not hesitate to reach us from the help and contact section of our support pages.
  
  Warm Regards,
  ******
  
  eBay

• Initial Complaint

  Date:07/15/2022

  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 recently sold some shoes on eBay (June 2022) and have been buying and selling from eBay since 2006. All of my feedback has been positive and have never had an issue with eBay up until this point. eBay sent a message to me in September 2021 to update my personal information for security reasons. It was oversight on my end and I didn't see the message. I have been purchasing from eBay all the way up until June of 2022. When I sold three pairs of shoes in June of 2022 my account was put on hold. I needed to verify my personal info and send to eBay. I did everything they asked of me and in return they restricted me from buying or selling. They put my funds on hold and after speaking to multiple customer service representatives I was given multiple different answers as to when I would be able to receive the funds from the sale of the shoes. One of their representatives, ******, explained to me that I would receive my funds on July 20, 2022. According to him they would be released on July 11, 2022 and it would take 6-7 business days to receive those funds. Yesterday, July 14th 2022, I noticed those funds were still in the account being held. I then called and spoke to a customer rep named Michael and he explained to me it would be 60 days before I would receive these funds. The new date I was given is August 14th 2022. This is a very reputable company that needs to be accountable for giving me false information as to when I will receive the money that is mine. I'm not happy at all with the vague responses they have given me, and others need to know of these issues no matter how long they have done business with eBay. Unsatisfied is an understatement.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Hello *****,
  
  
  Thank you for the opportunity to address your BBB review. We understand you have concerns regarding your seller account status and desire to receive your funds. We are happy to assist you with this today.
  
  To begin, we would like to thank you for your 16+ year tenure as a valued member of the eBay platform. As well, we appreciate the time you have expended to provide feedback of your 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.
  
  After a thorough review of your account history and status, we understand we have not been able to verify your bank information to release the funds for your sales. We can confirm you have provided the documentation requested. After such further review, we have removed the suspension on your account but would require an updated bank statement which matches/shares the address on your eBay account. Once received and verified, we would be able to successfully link your bank account and release your funds. You have been sent an updated email explaining and requesting as much. While we know this process has not completely smooth, it is necessary and we would like to provide further context as to why. Please allow us to elaborate.
  
  With eBay managing your payments and facilitating the movement of funds, we are currently held to strict standards for account security and government compliance. Therefore, we have found that issuing payouts directly to your bank account to be the safest way to comply with these standards.
  
  As an eBay seller, the only option to be paid out for eBay sales is through a verified checking account. When a bank account is added by manual entry instead of bank online sign-in method, the seller will be asked to verify their account through microdeposits. There are instances where verification fails due to the account type not being accepted, bank information being incorrect, or microdeposits expiring when they are not entered within the allowed timeframe.
  
  As you mentioned in your letter, part of the checking account verification process occurs when microdeposits are sent to the account information your provided. When sent, these amounts must be entered within the red banner listed across your eBay selling account page to complete the verification process. If you have confirmed that these amounts were either not received or not entered through the aforementioned steps, we advise you to re-enter your bank account information to reset the verification process here:
  *****************************************
  
  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 assistance regarding your account status.
  *****************************
  
  *****, we appreciate the opportunity to review and address your concerns.
  
  
  Sincerely,
  
  eBay

• Initial Complaint

  Date:07/15/2022

  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.

  Dear Better Business Bureau,
  
  I made a return on eBay for items with free returns for a full refund but wasn't able to get the refund for the return. The seller told me to contact eBay when I contacted them. Subsequently, I contacted eBay, but not only eBay didn't help; they instead eliminated any possibilities for me to get my money back.
  
  My eBay account is under my email address ******************. I placed an order ************** on May 25, 2022. The order consists of two items; both are advertised as "Free shipping and returns" on the product page. The total of the order is $74.62 after the discount. On June 7, 2022, I returned both items following the instructions provided by the eBay return email (see "ebay return email 1" and "ebay return email 2" for return instructions and******************************************************************************************************** by UPS and delivered on June 13, 2022 (see "UPS proof of return delivery" for UPS delivery proof and "Screenshot return delivered" for ebay confirmation). However, until now, I have not received a refund. I have contacted the seller, and according to the seller, they received an error when they were processing the refund on their end, and it did not go through (see attached "Screenshot first seller message" for this message from the seller). Subsequently, I contacted eBay customer service in July. However, instead of refunding me, eBay suspended my account, and I was not even able to reply to the seller's messages even if it's less than 90 days old (see "Screenshot unable to reply to seller's messages" for this). According to the seller, the case is closed, and there were not able to refund me. I contacted eBay, and eBay said the case was open, but I was, in fact, not able to reach out to the seller again for the refund as eBay suspended my account, and the only way to reach out to a merchant on eBay is through eBay messages. Suspended accounts are not able to use eBay messages.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hello ***,
  
  Thank you for the opportunity to address your BBB complaint. We understand you have concerns regarding a recent return and your eBay account being suspended. We've investigated this matter and would like to provide clarification.
  The safety of the eBay Community is of the utmost importance to us. We routinely review both buying and selling activity on our site. The purpose of this process is to ensure eBay members are conducting themselves in accordance with the online practices we expect on our platform. In situations where we identify concerns with a member's behavior, we will review the account and take the appropriate action.
  
  You can find this information by reviewing our User Agreement and the below statement by following this link: *******************************************************
  
  In this instance, we identified patterns of misusing our eBay Money Back Guarantee. Prior to your account being suspended, we ensured a warning was sent to you on July 2nd advising further action would be taken if our guidelines were not adhered to. After this warning, we identified further patterns of returning items that are different from what was ordered and an excessive number of claims advising items were not as described.
  
  As such, we made the difficult but necessary decision to suspend your eBay account indefinitely. When these suspensions are placed, our eBay Money Back Guarantee coverage is no longer applicable, and any outstanding claims are closed. For this reason, we are unable to provide a refund for the order in question and encourage you to pursue this with your financial institution.
  
  We recognize this is not the answer you were hoping for and greatly appreciate your understanding. Thank you again for the opportunity to address your BBB complaint and have a great rest of your day.
  Respectfully,
  ****************
  eBay

• Initial Complaint

  Date:07/15/2022

  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.

  A seller who sells weed seeds, (not pot) which take 3-4 weeks to grow, does not offer refund after 30 days. This seller is in a scam with ebay. Ebay supprts this seller who has horrible feedback, but ebay supports her. She will not refund money,and its not about the 10.00, its about ebay that has a moneyback guarantee, which they dont honor. Its such a scam its funny
  

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Hello****,
  
  Thank you for the opportunity to address your BBB complaint. We understand you recently received an order that wasn't as described and were unable to reach the desired resolution with the seller. Given your outstanding concerns, we'd be happy to offer our assistance.
  
  Under the eBay Money Back Guarantee, buyers are entitled to a no-cost return if an item arrives damaged or not as described. In order to qualify for eBay's Money Back Guarantee coverage, a request must be opened no later than 30 calendar days after the delivery date. You can find more information about our eBay Money Back Guarantee policy here: https://***************
  
  In reviewing the transaction in question, we can see a return request was opened more than 30 days after tracking shows the item was delivered. Since a return was initiated outside of the protection time frame, the seller was able to decline the return request.
  
  That said, we recognize due to the growth time, you may not have been aware of the issue with the seeds until after the deadline had passed. As such, we are pleased to inform you we have provided a courtesy refund for the transaction in question. The refund will be sent back to your original payment method and should reflect in 3-5 business days.
  
  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,
  
  Ross ****
  eBay
  
  
  Consumer Response /* (2000, 7, 2022/08/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes thank you i got my refund. Lets hope all the other people take action against this seller. Its sad that ebay supports her and lets her rip people off. Thank you, sellers id is **********

• Initial Complaint

  Date:07/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an expensive computer to antononline.con through eBay.com Did not work well when arrived. Was constantly resetting. I have pictures of it. Told this to the seller and they said to start a return. I Returned it but did not receive a full refund. eBay is not protecting my purchase because they now concluded my account was a risk in spite of having bought tens of items and having a 100% user score review. Because of the suspension, I can't use their platform to ask why the didn't I receive the full refund. Furthermore, after using it a couple of days it seemed the resetting was not hopening so I asked the seller if I should return it or not? I was specially concerned about this since I am leaving the US for some. O the and i did it want to lose the guarantee. Since I got no reply to my inquiry I decided to return it and then was surprised to learn I got a USD 150d seller discount! For returning a new PC that was not working well and then following their advise.
  I would really appreciate your support.
  I have pictures of the pc restarting out of the blue, showing multiple errors.
  Best.
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Hello******,
  
  Thank you for the opportunity to address your BBB complaint. We understand your account was recently suspended and you didn't receive a full refund for the order you returned. Given your outstanding concerns, we'd be happy to offer our assistance.
  
  When we reviewed your account, we identified behaviors that posed a risk to the eBay community and did not align with our Abusive Buyer policy. Please know engaging in activity as described in this policy may result in a range of actions, including the loss of eBay Money Back Guarantee coverage, issuing warnings to buyers, blocking buyers from requesting returns or refunds on eBay, blocking buyers from opening claims, and account suspension. You can find more information here: https://ebay.to/3oEk8ta
  
  After completing an additional review of your account, we are pleased to inform you we have made the decision to lift the suspension and reinstate your account effective immediately. Additionally, we have issued a refund for the remaining order amount originally withheld by the seller. This refund will be sent back to your original payment method within 24-48 hours.
  
  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,
  
  Ross ****
  eBay

• Initial Complaint

  Date:07/15/2022

  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 listed and item for sale on ebay Item ID: ************ , the transaction got cancelled and ebay charged me a fee of $873.93 , the sale was cancelled and ebay doesnt have the right to hold my funds, they asked for documentation about my product which i gave them all the details I have. they are always saying it will take 60 to 70 days for my amount to be returned, this is unfair and they are treating me like Im am thief or a fraudster selling stolen items, they have no right to hold the funds which i voluntaraliy paid. Their customer service is so rude , they can do their enquiry or whatever they want , they cant hold my funds for nothing. this is outrageous and undemocratioc. I kindly request you to look into this.
  thanks!
  ******
  ************
  

  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 your account was recently restricted and you have yet to receive your refund for the eBay fees. Given your outstanding concerns, we'd be happy to offer our assistance.
  
  First, we want to thank you for sharing your recent experience with our Customer Support teams. We strive for excellent service, and it is disappointing to hear you did not receive the expected service from our teams. All your contacts will be reviewed to ensure we're delivering the best possible experience and training will be provided where necessary.
  
  Your account behavior raised serious concern and prompted a review by our Trust & Safety Team. During our investigation were concerned you may not be working with a reputable supplier. Because of this, we placed a temporary restriction on your account and requested you provide proof of identity and proof your inventory was on hand.
  
  Upon receiving those documents and after careful consideration, we made the difficult decision to part ways with your business model indefinitely. We could no longer warrant a selling relationship with you due to our concerns with supplier. Please understand, most of our Trust & Safety Team's internal investigation remains proprietary and confidential to eBay. This ensures we can continue to identify users who may be abusing our platform. Kindly note, keeping eBay a safe place to buy and sell is a top priority for us. If we worry your account behavior may damage trust within our community, we may decide to restrict, suspend, or limit your account in accordance with our User Agreement. Our entire User Agreement can be found here:
  ***********************************************************************************
  
  Regarding the fees on your account, we can confirm you were charged $874.23 for the item sold. The fee was billed *************************** on July 1st, 2022. Since the order in question was canceled, the fee was credited, and we can confirm a refund was sent to your original payment method on July 19th, 2022.
  
  We once again thank you for taking the time to share your experience with us and hope this information will serve you well in the future.
  
  Respectfully,
  
  *********
  eBay

• Initial Complaint

  Date:07/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a guitar amplifier on Ebay on June 27th. The seller sent it to the wrong address and the tracking shows delivered - to me! The seller does not respond to messages so this was obviously an outright scam - the seller simply shipped it to himself. When I contacted Ebay they said their system shows delivered so they will do nothing. All Ebay would have had to do is compare the address where it was delivered to mine to see it was never sent to me but they can't be bothered with that apparently. They have their commission and can't be bothered to check and see that it was never delivered to me. It's now over 3 weeks since they took my payment and gave their "Money Back Guarantee" and I am out $500. Ebay's outright negligence in not even bothering to investigate the delivery address makes them a party to FRAUD. Do business with them at your peril and if anything goes wrong, know that you will simply forfeit whatever amount you paid!
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Hello ***,
  
  Thank you for reaching out to us through the Better Business Bureau. 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 are very discouraged to hear of your recent experience. Situations like this are infrequent on eBay. Our members' transactions usually go very smoothly and never run into any problems. We understand you feel that you have had a bad experience with our customer service teams. We will be sure to review your contacts and any adjustments will be addressed will be internal. We appreciate you sharing your story with us. We are always looking to create the best experiences for our members. 
  
  We understand how unpleasant it must have felt to receive confirmation of delivery but no package. We can confirm the tracking shows this item was delivered to your city/zip code July 7th. Please understand that we cannot issue a refund for this reason, as this issue is not caused by the seller or eBay. If this is a reoccurring issue within your neighborhood, you can take these steps to ensure your packages arrive safely:
  
  1. If you suspect the item has been stolen, we recommend calling the police. A police report could be beneficial for an insurance claim. Your local authorities may be interested in reports to establish a pattern.
  2. Using an address where you know someone will be available to take the parcel.
  3. You can request that any packages (USPS, UPS, FedEx) be held at the closest office.
  
  If you have further questions regarding our Item Not Received practices and procedures, please follow the link below for more detailed information:
  
  ***********************************************************************************************************************************************************************************20received
  
  While we recognize that you are stating that you did not receive this product, we rely on objective evidence to decide our cases. We are not present upon shipment or receipt when asked to review any item not received. With tracking information available to confirm delivery, we cannot issue any refunds as the claim has been closed in the seller's favor.
  
  From your email, I recognize that you have has filed an external dispute with your financial institution. When any outside dispute is filed, eBay must cease involvement as a financial institution supersedes our actions. Therefore, eBay was unable to help during your contacts as the dispute has been filed with PayPal. As per our eBay Money Back Guarantee, members may only seek one channel for resolution. This is to prevent sellers from being charged twice. Pleasefollow the link to our eBay Money Back Guarantee Policy: 
  
  
  ********************************************************************************************************************************************************************************************
  In closing while this may not be the desired resolution, we trust it conveys our position regarding this matter, should you have any additional questions please feel free to reach out to our customer service agents through our help and contact pages located at the top or bottom of most eBay pages.
  
  Sincerely
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I attached the gps locator from USPS confirming that my parcel was delivered right back to the seller and never even left New York.
  
  Ebay's response is nothing more than an automated summary of the same misinformation they generated to deny my refund.
  
  Ebay could easily verify the actual delivery address but instead choose to perpetuate their fraud, negligence and incompetence.
  
  At the same time, Ebay is sending me messages indicating that I was refunded (attached)!
  
  These practices constitute consumer fraud!
  
  
  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 understand how unpleasant it must have felt to receive confirmation of delivery but no package. While we recognize that you are stating that you did not receive this product, we rely on objective evidence to decide our cases. We are not present upon shipment or receipt when asked to review any item not received.
  
  While we do not usually issue a refund for this reason, I can see a refund was extended as a courtesy on July 31st as a courtesy, which had occurred after my review on the 28th. I am glad to see we were able to extend this as an option and you have been made whole.
  
  We appreciate you providing us the opportunity to clarify this matter further and wish you all the best.
  
  Sincerely,
  
  eBay
  
  
  Consumer Response /* (4200, 11, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Well this was certainly not resolved by Ebay. I only received a refund because my bank recognized Ebay's fraudulent business practices and charged back my funds. Ebay makes it abundantly clear that they do absolutely nothing to investigate such serious claims as non-delivery beyond checking tracking numbers - which are not 100% reliable and easily manipulated by fraudulent sellers - as clearly demonstrated in my case.
  
  If Ebay wants to resolve this matter they need to first extend a genuine human apology to me for attempting to defraud me and wasting my time. Then they would need to implement procedures on their website to facilitate direct two-way email communication between themselves and customers missing shipments. As it is now, all that exists are no-reply form letters. If they had 2-way email communication in place when my shipment went missing we could have resolved this in a matter of minutes. Instead, they sent worthless form letters and waste my time, my bank's time, BBB's time - even the Oregon DOJ's time! - all to get them to concede the painfully simple fact that my package was never delivered to me!
  
  Ebay also needs to modify their "Money Back Guarantee" language to include: ... unless your package is shipped to the wrong address, in which case we will do absolutely nothing but send automated no-reply letters denying any claims.
  
  Ebay also needs to explain whey they refused to post my review of the seller who scammed me so others could be warned. If they only allow favorable reviews their entire review system is nothing but another Ebay scam, which I now suspect to be the case.
  
  And don't even get me started on their nonexistent phone support!

• Initial Complaint

  Date:07/15/2022

  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 opened a drop ship business, and decided to use ebay since their an established website. I looked at the regulations and saw that this was allowed. I sold my first item on ebay earlier this week. Ebay put a hold on my funds till the item is delivered and the buyer is good with product which I am ok with. I purchased the product out of pocket and had it sent directly to the customer. I provided tracking info for the product. I noticed that the account for my payout was an old account that is closed and I do not have access to anymore. I reached out to customer service and this issue was resolved. 2 hours later my account was permanently suspended. I contacted ebay today to talk to a teammate and was on the phone for 25 minutes while the teammate looked at my account when the phone call just ended. I tried to call back but now cannot reach anyone. I just want my account opened back up so I can make extra money.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hello *******,
  
  Thank you for the opportunity to address your complaint through the BBB. We appreciate your candor in regard to payouts for new sellers and your business model and are happy to investigate and see if we can reinstate your selling account.
  
  To maintain a safe trading environment, we frequently review buying and selling accounts for potential risk. When your account was reviewed, we found it may pose a potential risk to our platform and made the decision to suspend. Due to the proprietary nature of our review process, we are unable to provide further details on what causes a suspension. This is in part, so we can continue to identify users who may want to harm our community and to avoid giving out too much information that could be helpful in avoiding eBay safety measures. What I can tell you is that we look at several factors and consider all variables before deciding to restrict or suspend an account.
  
  With that said, we completed a thorough secondary review of your account and was able to determine the factors our system identified as a risk on your account were easily explained. Therefore, we've reinstated your account.
  
  We appreciate you bringing your concerns to our attention, and we're glad we were able to reinstate your account. Should you have further concerns, please don't hesitate to reach out to Customer Support, through the "Contact Us" button at the bottom of our help home page ********************************
  
  We once again thank you for taking the time to share your experience with us. Wishing you the best with your future sales!
  
  Respectfully,
  eBay

• Initial Complaint

  Date:07/15/2022

  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.

  Suddenly noticed high fees on the items I am selling. eBay without notice tacked on a 5% additional fee for a "high not as described" Changing fees from approx 12% to 17% of the listed price. This is outright theft. They provided a report listing 20 items (6 wrong item, 9 doesn't match photos, 2 damaged, 1 missing parts) in the past year. Of the 20 listed...only 7 were our error. eBay claims a "not as described rate of 1.84%" comparing our sales with our "peers pf .71%" Not only is the comparison unfair (by virtue that we offer free returns), but it is wrong also because many of our items are not available to our peers and are highly custom. Many were simply looking for how to get their free return label and would list "doesn't work" (ebay records as defective) or "wrong item" which the customer means is they chose the wrong item. Lastly, they also record "damaged" items as not as described. When the item leaves in perfect shape and is either damaged by the end user after use...or damaged in shipping. It seems their analytics/metrics are purposely aimed on getting this type of result especially from top-rated sellers, to exact additional profits to eBay. I am highly upset.
  
  I expect a refund of the additional fees for all invoices between July 1st - July 14 in the amount of $604.37 (and any additional that incur until this is resolved)
  
  I dispute the following not as described:,
  *********,**********,**************,*************,************,************,***************,*************** ************,*************,**************,*********,****************,*****************,***************
  Call me and we can go over each one
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Hello *****,
  
  Thank you for the opportunity to address your BBB complaint. We recognize the frustration a seller can experience when they offer the best pre-sell customer experience they can (including free returns) and then get flagged for a high not as described returns rate. We're happy to assist.
  
  When a customer makes a purchase on eBay, they expect to receive the item as it was described in the listing. In order to meet buyer expectations, sellers need to create accurate listings and ship quickly. Being aware of Service Metrics and peer benchmarks can help a seller identify areas where they can focus on improving setting and meeting buyer expectations.
  
  Please be assured we consider many parameters to ensure that you're measured against your peers in a fair and accurate way. Through data analysis and seller input, we've identified factors that meaningfully affect request rates independent of seller performance.
  
  We have protections in place to ensure that your metrics aren't impacted by situations outside of your control. The intent of these metrics is to measure you against your peers. You're measured against sellers who are selling similar items, in similar condition, with a similar return policy, at a similar price point. We also consider a buyer's history of filing questionable returns, we automatically remove their return requests from our calculations.
  
  Sellers with more than 400 transactions in the last 3 months are evaluated over a 3-month window and sellers with fewer than 400 transactions in the last 3 months are evaluated over a 12-month window.
  After an additional review of your account, when we evaluated your account your item not as describes rate was very high compared to your peers. As such, the 5% additional fee for high not as described returns applied to you sells is correct.
  
  We know this may not be the response you'd hoped for and although you can't prevent a buyer from opening a return request, you can make sure your listing is accurate.
  
  We recommend that you:
  Monitor your inventory, making sure items are functioning properly before dispatching them
  Include any original tags, receipts, or authentication certificates in the listing photos and provide copies to the buyer
  Inspect your item when creating your listing
  Describe all faults or flaws your item may have
  Take photos of the actual item. Include multiple photos from different angles
  Take pictures of any original tags, receipts, or authentication certificates
  Pack your item well to prevent damage during shipment
  Double-check that you ship the correct item to each buyer
  When packing your item, verify that you included all the items described in the listing
  
  *****, we appreciate you taking time to share your experience with us. We're happy you've given us the opportunity to explain.
  
  Sincerely,
  
  eBay
  
  
  Consumer Response /* (3000, 8, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  BBB has requested I respond after I did so last night!
  
  You are just reposting info on your website rather than actually looking into and responding to specifics I listed (additional info sent July 31) in my complaint. Attached is additional detail. This time actually make an effort to respond instead of pasting a form letter that just deflects and makes it appear like what ebay is doing is a legitimate practice.
  
  My "peers" are not the General Category of Sporting Goods.
  
  We sell the subcategory Billiards (not Sporting Goods). We are being held to an unfair metric. Our peers are not like other sporting goods, (ex. golf club, canoe paddle or weights). Our product is very specialized and prone to a higher than normal returns than other sporting goods. Sporting goods is the general category. In addition, my actual peers for this metric sell many many $5 and $10 items, while largely on a whole we were selling over $100 items which are more prone to buyer remorse. As a seller who provided free returns and unaware of this hidden cash grab by ebay. Anytime a buyer requested a return I TOLD them to go through eBay to return rather than (as my "peers" did...simply sent a label outside of ebay). I thought this was a benefit to not be hassled. Little did I know that I was playing into eBay's hands to rob me of hundreds of dollars.
  
  Other sellers such as Cell Phones & Accessories have a much higher average rating of 4.43%. They are not held to the General Category of Electronics!
  
  Part of the reason sellers work to obtain the coveted Top Rated Seller status is that sellers have "protections". The policy posted states "We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics" Yet, they have in small subtext "if report qualifies'. What qualifies is only revealed by private email. I found I had indeed reported 8 out of the 20 cases they used as a high not as described case, but NONE were removed. They state only "if there is a history by that buyer of filing questionable returns."
  
  I had 1 such buyer (listed on the high not as described report) that withdrew the return AND I reported her for demanding a free item/service. Yet, they kept it in the metric (1 of the 20) they used to steal the additional 5%. This was a buyer without ANY HISTORY and was their 1st purchase on eBay! How can it be reported as a high not as described return when it was not returned???!
  
  Ebay reps regularly tell you that when a case is closed it will not be counted against your "Seller Performance". Metrics is under the tab on our seller dashboard labeled "Seller Performance". Yet when pressed on why a buyer in which it was promised would not be counted against. We are told that metrics is different than defect. They are playing semantics!
  
  I had one such case in which the buyer sent a product back used and damaged. eBay found in my "favor" (sic) and told me it would not count against my seller performance, but now it does in metrics.
  
  eBay in some instances will apply their "metrics" to the subcategory of a seller, rather than using the General category. Yet, in our case they used the General Category Sporting Goods rather than the subcategory, Billiards. Their metrics dept is a hidden dept without external oversight. Most eBay reps do not know or understand policies regarding the new cash grab of metrics and why is it handled "offline" where they have no access to the records or ability to appeal.
  
  I have much more...but form won't let me download further.
  
  
  Business Response /* (4000, 12, 2022/08/03) */
  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, in order to meet buyer expectations, sellers need to create accurate listings and ship quickly. Being aware of Service Metrics and peer benchmarks can help a seller identify areas where they can focus on improving setting and meeting buyer expectations. We consider many parameters to ensure that you're measured against your peers in a fair and accurate way. Through data analysis and seller input, we've identified factors that meaningfully affect request rates independent of seller performance.
  
  *****, we understand that sometimes one party or the other may feel as though they haven't been treated fairly or don't agree with our policies. In consideration of this, we have reviewed your account and the additional fee for high not as described listings is accurate. We truly appreciate you sharing instances in which you think there may be areas where we could improve. We appreciate each and every piece of feedback or suggestion we receive.
  
  Sincerely,
  
  eBay
  
  
  Consumer Response /* (4200, 14, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  How about you share HOW you made such a "determination"???
  
  I would like Ebay to provide the dollar average they are using for my "peers". I have contacted numerous competitors who have shared their "metrics" and noted that though their metric is considerably lower ... the vast majority of the items they sell are not high ticket items like pool cues, but rather very inexpensive small parts and accessories. The dollar average on MY SALES of 1116 orders, processed through ebay from the time period of the "evaluation" June 20, 2021 - June 20, 2022 was an Average of $379.09 per order. I would like to know which "peers" had anything similar. You are NOT comparing apples to apples and I DEMAND TRANSPARENCY. You are trying to justify approx $21,153 in additional fees (THEFT, not policy) per year from me. That is in addition to the $50,760+ add fees I already pay!
  
  I am a high ticket seller having sold $423,000 in the past year on ebay and am being treated like a sucker. I demand some oversight and transparency of this fee being levied and return of all these stolen funds.
  
  You can not have a "policy" (your game rules) and move the chips on the board in secret. No, I do not deserve punishment (aka fines) and I have done nothing wrong for you to try that type of guilt manipulation.