eBay cut off chat due to calling out their lack of action on business sellers on private accounts

[mahal-2395]

I have had possibly the worst experience yet on eBay support so far today with little to no action or help being provided and being subjected to abuse in the process.

I was passed between 5 different people, each of which said a different department was responsible for helping but kudos to one specific individual who spent 40 minutes repeating what I had initially explained to him whilst patronising me resulting in me really losing my rag with him.

I have reported the same business seller operating on a private account for months - they turn over approx 3 - 4k GBP in sales a month with repeated new items. I reported them 2 months ago and was told action will be considered whether it be a warning or an instruction to them to move over to a business account. No action so I followed up yesterday and was told action would be taken in 24 hours so I followed up 28 hours later to find.... nothing happened yet again and I will have to wait longer.

eBay don't care is the simple summary - I am happy paying fees and taxes if it helps me as a business seller - but it feels like everyone loses currently. The ironic thing is I was told I was highlighted as a business account due to volume of sales and value of sales.... both of which are less than this 'private seller'.

Honestly at the end of my options with eBay, I've tried being nice and polite but where is the motivation from a business who takes your money but doesn't listen to your well place complaints?

[therenewalworkshopltd]

You do realise that the people you are generally talking to, won't be able to do anything about that kind of thing?

Also, they do not tell you what has happened as they are constrained by privacy laws.

However, I do agree with you that Ebay need to take stronger action on these "private" accounts.

I am aware of one particular account who has at least 100+ listings, of which all of them (bar the occasional one) are an advert for a Wax jacket cleaning service.  I know for a fact, that they have been reported hundreds of times (by several other sellers), yet they still keep bringing back their listings.

The stupid thing is, that Ebay are losing money due to this.  The put a full price list, email address, shop address in the advert and yet 6/7 times out of 10, the report is rejected.

They have got to do something about the reporting system, it is not fit for purpose, when sellers like this can continually get away with it, even though they are being constantly reported.  It's insane.

[mahal-2395]

I completely agree and I do understand they are just a normal person on the other end dealing with my complaints but there is no mechanism as you've pointed out to actually do anything to prevent this behaviour which violates certain buyer protections.

I was told to move over to a business account after 6 months starting out seeing if I had the ability and time to be a business and I happily obliged but now it feels a pointless endeavour when I can't compete with a business on a private account as they can take 20% off my price and eat all the potential margin on any item. The other issue is they don't have to pay return postage, they don't have the listing restrictions etc etc.

Is anyone aware of any other mechanisms or is it simply eBay saying 'don't care - go elsewhere if you don't like it'?

[therenewalworkshopltd]

20%?  Where did you get that figure from?

Though private accounts don't pay fees directly any longer, they do charge the customer fees.

This in turn means that their selling price is reduced.

They also have to wait up to a couple of weeks to get paid and the must use simple delivery, which many seem to dislike a lot.

You also have the advantage in that buyers CAN make returns with you.  They know that they have at least 30 days to change their mind if they want to and have a reasonable likelihood of an item being returned if there is an issue 6 months later.  These are advantages to buyers.  There is also speed of delivery etc and how you treat your customers.  It's not all about price by any means, it never has been.

No, for returns they get away with it.  But frankly, buyers on Ebay are quite savvy and will force a return for not as described instead.  Listing restrictions?  What listing restrictions?

You can do something if you are certain that they are actually trading.

You can report them to Trading standards.  You can also report them to HMRC, though if they are paying their taxes correctly, this will not do anything.

You can also contact your local MP and pester them to do something about it.  The more people that do this kind of thing, the more likely something will happen.

[mahal-2395]

I suppose I'll have to agree to disagree with you on that. The 20% is based on eBay fees plus VAT plus personal tax paid on sales and covering other fees for things like handling missing parcels claims, returns postage (which I have to pay regardless of reason etc due to people forcing 'item not as described' even if it was)

The price part I get but equally, most people want a race to the bottom - if I can buy the same collectible for £2 less, they don't check if it is a business or a private seller - most don't read descriptions so why check that part?

It is just frustrating that politeness isn't regarded highly, I always mark my items as dispatched accurately, post next day for 90% (and if not, I'll let people know it will be 2 days as I have 2 day dispatch on), deal with claims and still lose on sales to people who are £2 - £5 less so the bit on price isn't true - I have 100% positive feedback - they have a few negative and neutral and it makes no difference,  people still buy it because of the price.

[railwayscenics]

I have tried to report the same private seller so many times I have now given up. They even have something in their listings that they are a private seller so no refunds, but openly say that they will produce items to order so there may be a delay in posting. They 3dprint products and have sold many hundreds of some items. I bought some items as I needed them and they all came packages with a business name on. They also have a small bit of text in their listings moaning about the new rules for private sellers.

Last time a reply to my report says nothing found to be breaking eBays rules.

[4_bathrooms]

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@railwayscenics wrote:

I have tried to report the same private seller so many times I have now given up...

...I bought some items as I needed them and they all came packages with a business name on. They also have a small bit of text in their listings moaning about the new rules for private sellers.

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Then why don't you report them to Trading Standards? I assume you have their business name, address and the transaction details?

You need to find their local Trading Standards office from here then send an email or a letter with the evidence you have. The most serious offence a business trading from a private account is committing is masquerading as a private seller as per the Digital Markets, Competition and Consumers Act. You'll need to provide the trader's details, the eBay transaction details and a screenshot of one of their listings where it states:

"Registered as a private seller
Thereby, consumer rights stemming from EU consumer protection law do not apply. eBay buyer protection still applies to most purchases."  

Then point out they are committing the above offence under the DMCCA as well as other offences under the Consumer Rights Act and the Consumer Contracts Regulations. eBay are clearly going to do nothing so report them to the body responsible for policing such things. 

[oceanartsnorthdevon]

I was talking to customer services about another issue on livechat a while back when they asked if there was anything else they could help with at end of chat.  I asked if there was a problem on site as it was very quiet and was told all the usual stuff about optimizing listings, etc etc and check out competitors on the site, I explained that I cannot compete with one who is registered as private and has over 10,000 listings, advice given, was for me, as a business seller, to open up several private accounts as Ebay permit this!!! So more or  less telling me if I can't beat them, join them!

I have reported this seller on numerous occasions but nothing gets done, just recently I reported seller and also reported around 40 of their listings one by one stating the vast quantity of listings they have, all came back as there were no issues but gave me the option to appeal decision, which I did but not holding my breath.  I thought by doing as many of their individual listings they may take notice, but I doubt it.

As for terrible customer service, was only chatting a couple of days ago on livechat (I seem to spend my life doing this!) about something else, I managed to get the overseas sales team in which 5 agents disconnected me!  It made me even more determined until I was eventually put through to the UK centre  who did eventually deal with my issue but it took over an hour and a quarter!

[vin_chassis_frame_plates]

In my experience it seems that it depends on the person at the other end (T&S)

Are they conversant with UK trading standards rule?

DO THEY SPEAK OUR LANGUAGE?

After reporting hundreds of 'banned' items I am now giving up.

I have not listed nor sold anything for 2 months but still got a 7 day BAN! *bleep*

After 24 years I am jumping ship, as are so many others.

[rigged_out]

As mentioned by others you are better off reporting to Trading Standards particularly for toys etc. The only difference I would say is rather than contact the local office I would go direct to Westminster Trading Standards who hold primary authority over ebay. Westminster TS can pull listings immediately without waiting for eBay for dangerous/counterfeit stuff. Toys sold as new by a private seller would definitely raise some safety flags.

[moldosgifts]

I would add you are wasting your time reporting listings, report the seller. It does work i have reported quiet a few over the last year and at least 50% are now registered correctly. Whether it was my report an accumulation of reports or just the tide i will never know.