How to lose your eBay account over ONE dishonest buyer.

[yeoldecoinco]

Here is an example of eBay incompetence and lack of fair dealing with a seller.

Anyone got any suggestions, we are trying the ombudsman as eBay don't want to know.

My friend Claire, has been a long time eBay seller.

eBay cancelled her long time account over dealings with ONE customer.

How is that possible?

She spent years of work and had 27,000 items listed on eBay, now she has nothing, all because of one dishonest buyer.

She sent the buyer the items, has a copy of the postage receipt and proof from the Portugese Post Office that the packet was delivered.

The seller, posted 95 postcards to her buyer, in Portugal in late March, tracking shows parcel delivered on 27th April.

Buyer claimed non receipt of goods and put in a dispute with eBay.

Seller provided eBay with Registered postage receipt for these items.

eBay sent an email to the seller thanking her for providing tracking information, assuring the seller that everything was fine and the cases would be closed in her favour. Email from German eBay CS to the seller is enclosed below.

A few days later, eBay closed many of the the cases AGAINST the seller, causing defects to be applied to the seller’s account.

These defects then caused the seller to fall “below standard” on eBay which caused the cancellation of the seller’s account.

The seller has lost her business and all the work she has done listing thousands of items on eBay, because of improper advice from eBay customer service and provided both proof of posting AND has since provided proof of delivery.

eBay customer service did not advise the seller to make a refund, they assured the seller that everything was fine.

The seller has tried to get eBay to remove the defects on her account and restore her eBay account. No luck.

Enclosed are copies of the postage receipt, a copy of the tracking information from Portugese Post website which shows the items were delivered and a copy of the email eBay customer service sent the seller.

Not only were the items delivered, the buyer admitted they were, because they closed some of the cases, indicating they had received the items.

All the items were posted in one packet and the packet shows as delivered.

Results CTT Portugese Post website

Object No.	Product	Date	Hour	state	info
RP010941635AU		04/27/2016	17:24	delivered object	[+] Info [-] Info
Hour state Reason Local receiver Wednesday, April 27, 2016 17:24 achieved delivery - PORT VILA - 17:24 Available survey - PORT VILA - 17:15 achieved delivery - 9580 - PORT VILA . 09:46 distribution - 9580 - PORT VILA - Tuesday, April 26, 2016 18:13 by Customs Exit authorization - THIN TIP - Tuesday, April 19, 2016 12:26 Entry warehouse for implementing legislation - THIN TIP - Monday, April 4, 2016 23:29 international Reception - LISBON -

For some strange reason, the 95 cases that made up the items in this packet, eBay awarded them on what looks like a completely random fashion, awarding some to the buyer and some to the seller.

Here is how they awarded the cases, keeping in mind that all 95 postcards were sent in one packet and that packet is shown as delivered by CTT (Portugese Post Office).

131739313329- 5104694613 This case was decided in the buyer's favour.

, 131739313735-5104694805 We received postage information from you that shows the item was sent

, 131739314073-5104694560 This case was found in your favour

, 131739314197-5104694494-This case was decided in the buyer's favour.

, 131739314556-5104692373-This case was found in your favour

, 131739314782-5104692328-This case was found in your favour

, 131739315120-5104692276-This case was decided in the buyer's favour.

, 131739315308-5104692226-This case was decided in the buyer's favour.

, 131739315658-5104691906-This case was decided in the buyer's favour

, 131739316295-5104691843-This case was found in your favour

, 131739321738-5104692178-This case was found in your favour

, 131739323589-5104691714-This case was decided in the buyer's favour

, 141916351656-5104691655-This case was decided in the buyer's favour

, 141916351904-5104691567-We're issuing the buyer a refund for this case You were not found at fault

, 141916352527-5104691496-This case was decided in the buyer's favour

, 141916352537- Buyer closed this request on May. 22 because they received the item.

, 141916352617-5104691205-This case was found in your favour

, 141916352823-5104691140-This case was decided in the buyer's favour.

, 141916352891-5104691062-This case was decided in the buyer's favour

, 141916353197-5104691008-This case was decided in the buyer's favour

, 141916354250-5104690933-This case was decided in the buyer's favour

, 141916354358-5104690356-This case was found in your favour

, 141916354371-5104690282-This case was decided in the buyer's favour.

, 141916354787-5104690238-This case was found in your favour

, 141916359732-5104690181-This case was found in your favour

, 141916360361-5104690134-This case was decided in the buyer's favour

, 141916364511-5104689947-This case was decided in the buyer's favour.

, 141916364551-5104689891-This case was decided in the buyer's favour.

, 141916365240-5104689824-This case was decided in the buyer's favour.

, 131705112976-Buyer closed this request on May. 22 because they received the item

, 131738478155-Buyer closed this request on May. 20 because they received the item.

, 131738478881-The request was closed on May. 26 because we didn't hear back from the buyer within 30 days.

, 131738479389-5104698791

, 131738480063-The request was closed on May. 26 because we didn't hear back from the buyer within 30 days

, 131738481832-Buyer closed this request on May. 20 because they received the item

, 131738483601-5104698845 -This case was decided in the buyer's favour

, 131739571597-Buyer closed this request on May. 20 because they received the item

, 141915408862-5104699517-This case was found in your favour

, 141915409274-5104698919-This case was decided in the buyer's favour.

, 141915410399-5104698978-This case was found in your favour

, 141915410655-5104699033-This case was decided in the buyer's favour

, 141916623436-5104699098-This case was decided in the buyer's favour

, 141918332553-5104699167-We're issuing the buyer a refund for this case You were not found at fault.

, 141918339151-5104699224-This case was decided in the buyer's favour.

, 131738454935-5104689668-This case was decided in the buyer's favour.

, 131738478514-5104698708-This case was decided in the buyer's favour

, 131738478608-5104698651-This case was decided in the buyer's favour

, 131738478654-5104698600-This case was decided in the buyer's favour.

, 131738478783-5104698541-This case was found in your favour

, 131738478818-5104698487-This case was found in your favour

, 131738478880-5104698421-This case was decided in the buyer's favour.

, 131738478913-5104698120-This case was found in your favour

, 131738479058-5104698059-This case was found in your favour

, 131738479278-5104698359-This case was found in your favour

, 131738479501-5104698286-This case was decided in the buyer's favour.

, 131738479574-Buyer closed this request on May. 20 because they received the item

, 131738479575-Buyer closed this request on May. 20 because they received the item.

, 131738479700-5104697894This case was decided in the buyer's favour.

, 131738480240-The request was closed on May. 26 because we didn't hear back from the buyer within 30 days

, 131738480440-Buyer closed this request on May. 20 because they received the item

, 131738480523-Buyer closed this request on May. 20 because they received the item

, 131738480751-The request was closed on May. 26 because we didn't hear back from the buyer within 30 days

, 131738480765-Buyer closed this request on May. 20 because they received the item

, 131738481007-The request was closed on May. 26 because we didn't hear back from the buyer within 30 days

, 131738483525-Buyer closed this request on May. 20 because they received the item

, 131738483687-The request was closed on May. 26 because we didn't hear back from the buyer within 30 days

, 141899336676-Buyer closed this request on May. 20 because they received the item

, 141915407122-Buyer closed this request on May. 21 because they received the item

, 141915407182-Buyer closed this request on May. 21 because they received the item

, 141915407509-Buyer closed this request on May. 20 because they received the item

, 141915407521-Buyer closed this request on May. 21 because they received the item

, 141915407533-The request was closed on May. 26 because we didn't hear back from the buyer within 30 days

, 141915407861-Buyer closed this request on May. 21 because they received the item

, 141915407934-Buyer closed this request on May. 21 because they received the item

, 141915408418-5104695617 ­This case was found in your favour

, 141915408432-5104695558 This case was decided in the buyer's favour

, 141915408511-5104695558 This case was decided in the buyer's favour

, 141915408565-5104695430 We noted that the buyer closed the case on May. 25

, 141915409135-5104695373 This case was decided in the buyer's favour.

, 141915409137-5104695314 This case was decided in the buyer's favour

, 141915410108-5104695273 We're issuing the buyer a refund for this case. You were not found at fault.

, 141915410176-5104695201 This case was decided in the buyer's favour.

, 141915414942-5104695021  This case was found in your favour,

Absolutely bizarre and horrible way to treat a seller. Surely, either ALL the items were received or none at all, as they were all sent in one packet. Postage receipt provided. Tracking, showing delivery, provided to eBay.

Take note. If it can happen to one eBay seller, it can happen to any of us.

[yeoldecoinco]

Yep, that is what I thought.

Oh, 95 cases to go through, that is too hard, we will just toss a coin to decide.

Too bad the seller provided a PO receipt with tracking number, we will just ignore that.

Nothing to the seller along the lines of "we suggest you pay a refund to resolve these cases, otherwise you might lose your eBay account"

No, they sent the seller the email at the top of this post, saying, "everything is fine, we see you have provided tracking number and PO receipt, don't worry"

With friends like this in "customer service" who needs enemies?

[collect247]

This is exactly what happened to me except it was local buyers who bull**bleep**ed to ebay.

I'm positive that ebay does toss a coin but the coin has 2 heads lol.

If it's a sellers main stream of income then for **bleep** sakes ebay show some gratitude in the fact that OPs friend has

made you a **bleep** load of money.

I can't understand how ebay **bleep**en thinks a seller goes out and deliberately **bleep**s up their own lively hood?

Ebay should compare how much money they have made off the seller and how much has the buyer purchased,

I bet a seller will **bleep** all over this buyer.

This **bleep** me off and it's making me so **bleep**en mad that ebay can just get away with treating people like this.

No big business ever wants to loose money,but ebay don't seem to care,one day you will crumble ebay.

[imastawka]

I don't know how they work out who's right or wrong this these cases.

But 95 items is 95 cases.     Doesn't matter if it was sent in one parcel.

If they were purchased in three lots, then it seems the buyer is working

that angle.....closed cases because one lot was received. 

Used that one lot because there was only one tracking number.

If they hadn't paid, even though the purchase was combined, it would have

been 95 UPIs

One customer doesn't close down a store.  Claire had defects before this

cusomer, I think

She came here to complain before  -  just sayin'

[auspresso]

your friend could join PeSA and ask them to look into it:
http://www.pesaaustralia.org/ 

[ozstockman]

---

@yeoldecoinco wrote:

Absolutely bizarre and horrible way to treat a seller. Surely, either ALL the items were received or none at all, as they were all sent in one packet. Postage receipt provided. Tracking, showing delivery, provided to eBay.

Take note. If it can happen to one eBay seller, it can happen to any of us.

---

If you go to ebay com au facebook page and post it there they will start treating  the seller in a normal way. Just make it public there so everybody can see and comment on what they are doing.

https://www.facebook.com/eBay.com.au/

I cannot imagine how angry it would make me if I have to relist 27000 items

[ozstockman]

---

@yeoldecoinco wrote:

This would not explain the variety of reasons for claims being settled one way or another. These included, "we refunded buyer,- you where not at fault ", "We recieved information from you showing the item was sent "  and " We found in sellers favour as buyer did not respond within thirty days ". You would expect some consistency in responses if the package arrived with half the contents missing, or did not arrive at all.

Yes, it is the absolute inconsistency of the way they handled these cases that is amazing.

Either award them all to the seller or all to the buyer, but there is just no logic to it.

They tell the seller, not to worry, we see you have provided tracking, then a few days later, BANG, close half the cases against her and kick her off.

Just bizarre.

---

It looks like each case(each card sold) was investigated by a different person on ebay. That's why there is such inconsistency. If I am right it is actually very bad and it means that they do not have guidelines how to do it properly and we are all in favour of each particular ebay support employee.

I

[clarry100]

Tim Davies is an ex senior manager at ebay.AU and has labelled this as a "major balls-up" by ebay. True!

He has offered to escalate this to senior management in ebay Australia but only if the seller themselves contacts him directly to request him to do so.

[clarry100]

I just read a note from Tim Davies over on the Facebook sellers forum that this thread has been viewed by ebay.AU top management and has been forwarded onto their "social" team (whoever that is) for investigation. Through that they should be in contact with the seller involved.

Let's hope some good comes out of this.

[clarry100]

***Update***

Claire has now joined the Facebook sellers groups and posted this story over there as well.

It is now getting some traction in very high places.

It seems she will have the attention of very senior AU ebay management in short order.

[phorum_junkie*]

Looks like the explanation is the very reason  I never combine items unless they are paid for using a single invoice,in this case even if they were paid for together they should have been sent together not in three lots. No separate tracking number, no seller protection for two thirds of the order.

While it is short sighted and extremely jobsworth fact is the seller did not cover themselves.

One would hope that somebody senior in ebay will sort this mess out but it is a lesson to all those who think it is OK to just combine items that have not been paid for together.