How can I make a complaint about Ebay customer services?

[kinnbro]

I am very dissatisfied with Ebay customer service advisors.  I would like to make a complaint and would like to know how to do this?

[genuinescottishknits]

How do I edit the post?

[genuinescottishknits]

can you advise how I edit/delete a post

[sml192]

You would need to click on the drop down menu above your post (arrow symbol above the date and time) and the edit option is at the top.  Unfortunatey, you only have a short time to do so so the option probably won't be there now.  If not then one of the mods should edit your post shortly. 

[4_bathrooms]

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@papso22 wrote:

I have spotted some fairly glaring problems. The address shown in your listings does not match the registered address recorded by Companies House

Is this really seen as an error by Ebay?  The address a company is registered at according to CH, need not be the trading address, which is what should show on the listings.  

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It's the registered company address (the correspondence address) that must be shown on listings. All registered companies must show their registered address in all correspondence; it's the law. That includes their own websites and their eBay listings. Also, eBay's MLR checks will only work if they are checking the correct company name against the registered address as that is the legal identity of the trader. If you check the bottom of any (non-Community Boards) email message from eBay you will see their registered company address stated.  

My listings show the registered company address; not the actual trading address. Like the other poster our company's registered address is an accountant.

[4_bathrooms]

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@genuinescottishknits wrote:

Also LTD and Limited mean the same thing

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They mean the same thing but only one is your legally registered company name. As I said; everything must match exactly. If you had a private selling account and your eBay account was registered to "Mr. Some Body" but your ID stated "Mr. S. Body" the MLR check would similarly fail.

[genuinescottishknits]

OK, understand,  thank you. So I have changed the details in ebay to read Esk Valley Knitwear CO. Limiited and the a business address as what it is exactly showing on CH. Do I need to resubmit any documents or will ebay review and hopefully vertify the account?

As I am the sole shareholder, I have entered my home address and I submitted my drivers licence as PhotoID which also shows my home address in the Stakehoders section. Is this also correct?

[papso22]

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@4_bathrooms wrote:

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@papso22 wrote:

I have spotted some fairly glaring problems. The address shown in your listings does not match the registered address recorded by Companies House

Is this really seen as an error by Ebay?  The address a company is registered at according to CH, need not be the trading address, which is what should show on the listings.  

---

It's the registered company address (the correspondence address) that must be shown on listings. All registered companies must show their registered address in all correspondence; it's the law. That includes their own websites and their eBay listings. Also, eBay's MLR checks will only work if they are checking the correct company name against the registered address as that is the legal identity of the trader. If you check the bottom of any (non-Community Boards) email message from eBay you will see their registered company address stated.  

My listings show the registered company address; not the actual trading address. Like the other poster our company's registered address is an accountant.

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According to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the address that needs to be part of the information showed to prospective buyers is the geographical address of the business (where it's run from).  This is therefore what is required on a listing.

I agree that the registered address should be shown on correspondence, but a listing is not correspondence. 

https://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations-ajWHC8m21cAk

[4_bathrooms]

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@genuinescottishknits wrote:

OK, understand,  thank you. So I have changed the details in ebay to read Esk Valley Knitwear CO. Limiited and the a business address as what it is exactly showing on CH. Do I need to resubmit any documents or will ebay review and hopefully vertify the account?

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eBay should let you know but it wouldn't hurt to resubmit them.

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@genuinescottishknits wrote:

As I am the sole shareholder, I have entered my home address and I submitted my drivers licence as PhotoID which also shows my home address in the Stakehoders section. Is this also correct?

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That's correct.

The other thing you need to check is the "Business type" field on this page. Your listings should show your company number but they do not; this suggests the business type is incorrect. The "Business type" field should be set to "Corporation" and not "Sole trader" nor anything else.

One other word of warning. As you're VAT registered you really do need to ensure the details match exactly what is shown on Companies House and HMRC. Some VAT registered business sellers had an awful surprise when those details didn't match last year. You can check the details HMRC hold against your VAT number here - it looks like you might need to update your details with HMRC.

[genuinescottishknits]

Thats great, I'll make sure business type is set to "Corporation". Fingers crossed this will be all sorted so I can get my listings back up on my store front.

Appreciate your help on this, so much clearer than customer services

[papso22]

HMRC require your Principal Place of Business, also known as your PPOB, to be the address you register for VAT with.  They are not actually interested in your CH registered address, although they will need your Co reg number as part of the registration process.   A VAT inspector would be seriously unamused if they turned up for a meeting and discovered it was an accountant's premises when they were expecting a factory!

https://www.gov.uk/hmrc-internal-manuals/vat-registration-manual/vatreg03550

[genuinescottishknits]

OK thanks, I'll speak to the accountant about this

Thanks for the help and advise

[4_bathrooms]

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@papso22 wrote:

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I agree that the registered address should be shown on correspondence, but a listing is not correspondence. 

https://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations-ajWHC8m21cAk

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Schedule 2 of the CCRs do not state it very well but they do state the purpose of the geographical address (along with other required contact information) is to enable a consumer to "contact the trader quickly and communicate efficiently" and is "where the consumer can address any complaints". As the purpose is to enable correspondence it is the registered address that is required. This is also because if a consumer wanted to start legal proceedings against the trader they would require the trader's legal name and correspondence address.

The reason the definition of an acceptable "address" is vague in the CCRs is because those regulations do not solely deal with registered companies. Registered companies do, however, have an obligation to display their registered name, company number, place of registration and correspondence address in all communications (including publicity and advertising) under the Companies Act 2006.

[4_bathrooms]

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@papso22 wrote:

HMRC require your Principal Place of Business, also known as your PPOB, to be the address you register for VAT with.  They are not actually interested in your CH registered address, although they will need your Co reg number as part of the registration process.   

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I agree, but the HMRC issue I see isn't with the address. HMRC's VAT checker shows the other poster's company name suffixed with "ltd" whereas their actual company name is suffixed "Limited". That means their confirmation statement, certificate of incorporation etc. will not match the company name their VAT number is registered against when eBay performs their checks. And I remember what happened the last time some VAT registered seller's company/business names didn't match what was returned by HMRC's VAT number checker...

If there's one thing eBay is paranoid about it's VAT.

[papso22]

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@4_bathrooms wrote:

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@papso22 wrote:

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I agree that the registered address should be shown on correspondence, but a listing is not correspondence. 

https://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations-ajWHC8m21cAk

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Schedule 2 of the CCRs do not state it very well but they do state the purpose of the geographical address (along with other required contact information) is to enable a consumer to "contact the trader quickly and communicate efficiently" and is "where the consumer can address any complaints". As the purpose is to enable correspondence it is the registered address that is required. This is also because if a consumer wanted to start legal proceedings against the trader they would require the trader's legal name and correspondence address.

The reason the definition of an acceptable "address" is vague in the CCRs is because those regulations do not solely deal with registered companies. Registered companies do, however, have an obligation to display their registered name, company number, place of registration and correspondence address in all communications (including publicity and advertising) under the Companies Act 2006.

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I think we will have to disagree on this one.   A customer writing to the address the business is actually run from is much more likely to get a timely response, or a response at all, than they are writing to an accountant's address, (or even worse a company formation agent), where they will be relying on the mail being forwarded.

[tawalraterr0]

please help.

[papso22]

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@tawalraterr0 wrote:

please help.

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Please start a new post with your problem. 

@tawalraterr0 

[tawalraterr0]

Dear Sir/Madam,

Please i be with ebay for good buyer so wrong time. Please fair to me.
"Ebay refund me the wrong item". Due to i purchased same item and same day.
I did report by the right item. It wasn't my fault. Thank you for your
help. Thank you.

Please find attached :

Kind regards
Mrs T Terry

[wezmoto]

You are not wrong.

[evdav7106]

hello

i cant get help with the standard customer option as i have something specific.

i contact Simran who promised a refund from a bad seller and i have the transcript.

the refund has not been honoured despite this happening in May.

can you help

[tawalraterr0]

DearSir/Madam,

At the end of the day. This wasn't my fault. This is the fault of Ebay
purely getting confused with another purchase on the same day. This has
been on going for sometime now. I am owed this money in full as per
attachment requested before. Please help. Look forward hearing from you
soon. Thank you.

Kind regards
Mrs T Terry.