Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted items

[uk_photo_prints]

My Anchor Store (with unlimited fixed price listings) was affected by a Software Defect (the ebay technical support ticket for the problem which affects multiple sellers is classfied as an ALERT is EWATCHOP-364474

Basically on 13th March we were incorrectly charged £15,000 of insertion fees on 42000 relisted items... numerous emails and calls to eBay and 3 weeks later we have not been credited these fees.. whats worse is this leaves our account in a negative position currently around £14000 but going down slowly as we sell because eBay take every penny from the proceeds of our sales against a debt not of our making. Then to add insult to injury despite eBay knowing the fees were incorrect they have still attempted to take the fees from our bank account 3 times now!!! They will not provide a date for when this will be fixed... just bland robotic emails thanking us for our patience and then telling us to have a wonderful day at the end of the message!!! my advice is check your March statement very carefully for these incorrect fees just don't expect a quick resolution from eBay... the company seems to have utter contempt for the seller community

[rainbowtrax]

I can tag them - kat@ebay marco@ebay dave@ebay - but as @pegr-834437 I doubt they'll be able to do anything here.

[kat@ebay]

Hi @uk_photo_prints ,

Thank you for reaching out.

We apologise for the inconvenience this has caused. What I can advise here is that what caused the issue for being charged these insertions fees has been fixed. I have also confirmed your account is on the list of impacted accounts. While I don't have a specific date please be assured they are currently working through the process of crediting the fees. 

Thank you,

Kat

[uk_photo_prints]

Hi Kat,

it's more than just an inconvenience the proceeds of all our sales that you have been deducting from this negative balance that eBay created, impact our cash flow as we still have suppliers and staff to pay. The issue I have repeatedly stated numerous times Is that there is a 30 day Window from the point at which a negative balance is created on an account in my case the 13th of March. After that point presumably my account will be sanctioned or restricted in some way through no fault of my own, you will see in the trail of this post that we have received an email saying it will be fixed before that 30 day window ends. we calculate that to be the 12th of April So there's only a short period of time left. They may well fix it today or tomorrow or even at some point on the 12th of April but the fact that you have replied today stating you don't have a specific date just brings back all the uncertainty and stress that this is all going to go horribly wrong on the 12th of April or after that date, so sorry i'm not assured by your message

Regards

Glen Garrard

[kat@ebay]

Hi @uk_photo_prints ,

That's completely understandable. There are different factors involved in the crediting fee process as every account will have different fees due to category, item prices, shop allowances etc. I am not the expert in that area but I know they are currently working through the accounts.

If an issue arises with an account restriction please let us know here and we will do our best to have it checked.

Thank you,

Kat

[uk_photo_prints]

Hi Kat

I understand there are variable factors, in our case though lets be frank it's not rocket science, we have an anchor store so we shouldn't be charged £0.36 insertion fees for each relisted item, they know the affected listings.

As it currently stands I have little faith or confidence its going to get fixed before this 30 day ends and I expect our Account to be restricted because it seems no one can intervene in your automated system / processes e.g. eBay trying to bill us 6 times to date for this debt which is made up entirely of these incorrect charges. If that's what transpires rest assured I'll be in touch so you can check it for us.

Regards

Glen Garrard

[uk_photo_prints]

DAY 28 - still awaiting credits to be applied to the account, the email below from eBay saying it would be 24-48 hours.... that was yesterday evening so we're 24 hours in, fingers crossed it will be resolved tomorrow.

[uk_photo_prints]

DAY 29 - Checked my count this morning and it hasn't been fixed overnight and it's coming up to the end of this 30 day Protection from a negative balance that eBay advised me of. They have said they will credit these incorrect charges by before that 30 day period ends. Hopefully they'll fix it at some point today.

[uk_photo_prints]

DAY 30 - Still no credits..... we called the eBay conciege team yesterday after 10 mins we managed to get some new information on the resolution of this problem... previously we had 2 seperate emails saying it would be fixed by day 30 (12th April)... now the eBay technical department are advsng the internal ebay teams its taking longer than expected and the fix / credits are scheduled to be appiled to affected accounts on Wednesday 15th Aprl...

[uk_photo_prints]

DAY 31 - credit still not applied to my account, but after a break of a few days don't worry eBay Global Collections team are now emailing me again demanding payment for incorrect fees charged on our Account due to a software defect in the eBay system that occurred on the 13th of March. so very very very tedious... let's just hope they fix the problem on the 15th of April and in the meantime they don't shut down my account or restrict it in some way even though we've done absolutely nothing wrong....

we continue to sell to our customers and obviously eBay take every single penny of the proceeds and deduct from the fictitious debt that they have created on our account...

[pegr-834437]

I honestly mean this in the nicest way possible but writing on here wont do anything, you need to go above those who will sort it and get eBay to fire downwards, having messages passed to the relevant team doesn't work, getting customer services to politely send a message to accounts doesn't work.

Get on Likened and find all the business account people you can and fire off messages highlighting everything until you get it sorted. Being nice is all good when eBay are being helpful but if they are sending debt collection emails you really need to change tact as they clearly arent working hard enough to fix it. 

[uk_photo_prints]

DAY 35 - Still no credit on my account despite being told this was going to be fixed on the 15th of April. Can you believe anything eBay tell you when it comes to a software defect affecting your account that puts £15,000 worth of incorrect charges onto your account and puts you into a negative balance? Another email sent to UK customer help outlining their failure to deliver again the response another generic email thanking us for our patience while they deal with this problem etc etc etc and that they will escalate the problem with another ticket raised lost count of how many times they've done that already to no effect... 

[uk_photo_prints]

DAY 35 - eBay are now threatening to Pass the outstanding balance on my account to a debt collection agency, Despite multiple emails from them admitting that the £15,000 of incorrect fees charged on 13 March on my account that Put it into a negative balance are entirely their fault due to a software defect. Well if you want to go down a legal route two can Play that game!!! you'll be hearing from my solicitor next week. 

[uk_photo_prints]

DAY 36 - Very pleased to say that overnight the credits have been applied to the account, thank goodness!! this has been a very unpleasant and highly stressful experience. Thank you to those in eBay who behind the scenes have played a part in resolving this problem it's very much appreciated. Now I can fully concentrate on growing the business, I hope anyone else who has been affected by this problem has now had it resolved. 

[tressygirl]

That's Great news! 

Thank you for coming back and telling us all is good, and yes,  let's hope others in the same position see equally good results very soon ! 🤗

@uk_photo_prints