Hi,

I’ve come across two recent instances where eBay appears to have incorrectly applied my postage rules on selling multiples of items, i.e how much the additional items increase the postage by.

I flagged this in a Help chat, a week ago, chased again via chat this morning, which your guy terminated before I was finished.

I now feel like I’m being fobbed off.

Having found one instance, then a second, it’s reasonable to assume there may be others on my own account.

If it’s happening to me, it’s also reasonable to think it may be happening to others.

I don't feel your CS guys were particularly interested.

EBay shouts about how they support small businesses in the U.K., I’m not feeling that.

I’m experiencing a clear disconnect between public messaging, versus the attitude of an organisation that’s happy to charge ever increasing fees to its sellers, apply payout holds for no reason, in the two transactions above charge me £70 in fees, whilst appearing to bump me £11.50 on the postage rule.

EBay haven’t earned their fee, if they can’t apply the postage charges to the buyer correctly based on the postage rules in the listing.

If eBay is really about supporting small businesses, it needs to wake up, and do much better, as it certainly feels like you’re pushing this small business away.

Three years ago, 90% of my business was through eBay, now that’s maybe 35%, I’m comfortable with that, my overall business continues to grow, and is more diverse.

There are other sales channels, which for my business cost less, burn less of my time, provide me with a better service, give better support when things do go wrong, make me feel more valued as a customer of their service, and deliver a better return on investment for my business.

If you want to retain that 35% of my business, please do better.

Please can you check if someone is actually looking at this postage charging issue, and get back to me?

Or, if you’re going to take the line that I’ve raised it, and it’s being dealt with, how long am I expected to wait for a response?

Please don’t tell me you can’t put a timeframe on a response, as your colleague has, there will be an internal service level target for responses, perhaps you can share that?

My perspective is that you’ve charged me fees, at the time of sale, for a service that it would appear you haven’t accurately delivered, and having queried this, I now feel like I’m being fobbed off.

Thanks,

Neil