Formal Complaint Email (to eBay UK Community / VeRO team)

[professional_badge]

Dear eBay UK Community Team,

I am writing to formally raise a concern regarding the handling of intellectual property (IP) infringement reports under the VeRO (Verified Rights Owner) program.

Over the past several weeks, I have identified multiple eBay listings that are using my original designs without authorisation. These designs are protected under UK copyright law and are exclusively owned by my business.

Despite submitting detailed infringement reports via vero ebay.com, only a small number of listings have been removed, while many remain active. The response time has been very slow, often taking several days or even weeks, and there is no way to track or monitor the progress of my reports.

This situation is severely affecting my business reputation and sales. Counterfeit or unauthorised listings confuse customers and undermine the value of my brand.

I kindly request that eBay UK:

1. Improves the response time for VeRO reports.

2. Implements a transparent case-tracking system so rights owners can see the status and resolution of each report.

3. Ensures that repeat infringers and duplicate listings are permanently removed, not just temporarily hidden.

4. Provides a dedicated support contact for UK-based small business designers affected by infringement.

I appreciate eBay’s efforts to protect intellectual property, but the current system leaves independent creators like myself without meaningful recourse.

Please treat this message as a formal complaint and confirm receipt. I would appreciate guidance on how my concerns can be escalated to the appropriate department or case manager.

[red_magpie]

You have posted this to a user to user help forum. We are not eBay or part of eBay's VeRO Team, if they have one. eBay will not even see your posting, unless an eBay rep responds to it, which happens only rarely.

Does eBay's lengthy guidance on VeRO not advise on the correct route to direct concerns? Otherwise you can only contact eBay customer support, or write to eBay's London head office at the address given in the user agreement.

Keep in mind that many of your pins and badges you use embody well known emblems that are already the copyright of the original rights owner. In this case, eBay would probably only remove unauthorised copies on complaint by the original copyright owner. You would need to report unauthorised use to the rights owner who gave you permission to use them yourself.

[professional_badge]

I have called ebay customer service and it is not helpful, they said they will handle it but they did not.

[professional_badge]

the same complain in Amazon can be handled in 2 hours. I can see why Amazon is more popular and there are plenty of fake items in Ebay. I will not use it anymore as a buyer. 

[tressygirl]

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@professional_badge wrote:

I have called ebay customer service and it is not helpful, they said they will handle it but they did not.

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Try Customer Services very first thing when the lines first open for ' live agents'  at 8 a.m. on weekdays and 9a.m. on weekends, as there's more chance of Dublin answering  only speak to them,  it's a Call Back option so you'll  hear if it's the dulcet tones of the Emerald Isles.  Hopefully, they can advise how to proceed.

@professional_badge