Hi Community Team,

Please can you escalate this to someone who will engage with me and resolve this?

Or, if eBay has no interest in doing so, please can you let me know?

So I don’t waste any more time with eBay.

Coming up on four weeks ago I raised an issue where it appeared eBay was applying my postage rules incorrectly on selling multiples, resulting in eBay undercharging the buyer, to my financial detriment.

Having had two chat sessions to try to resolve this, I then raised it here two weeks ago, a third chat session, also failed to get any progress.

Kat from the Community Team got back to me last week saying Tech had identified a Bug, and were working on a fix.

I then received an email from the customer service rep I’d had the original chat session with ref SR# 1-461556482242, stating that there was no issue with the postage cost and postage had been charged correctly - this and the rest of their explanation makes no sense.

I replied referring them to Kat’s explanation of a bug. Having sent two further emails, and flagging this contradiction to Kat, I am no further forwards.

Customer service aren’t answering any of my questions about this.

I have previously explained my experience is at odds with how ebay shouts about supporting small businesses in the U.K.

I’ve further explained I’m experiencing a clear disconnect between eBay’s 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 I have identified, 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.

I’ve previously observed that 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, and that when I raised this, and chased it, I don't feel your Customer Service guys on the chat sessions were particularly interested.

I have previously highlighted EBay has failed to accurately provide the service they have charged me for, to my financial detriment.

No one from eBay, in my now three chat sessions with Customer Service, in my contact with Kat or with my emails from Customer Support have offered any remedy to this, or indicated at all that eBay have any interest in correcting my financial position.

I also previously raised that my Impressions/Page Views/Sales on eBay have significantly reduced, against a back drop of increased business on other channels.

I have invited an explanation for this, and asked if there any issues with my account that I am not aware of?

I haven’t received a response on this.

Having made repeated attempts to resolve this, and with mounting frustration, My next step, is to initiate a legal process, that’s not a threat, I’m sign posting what happens next.

It’s what we do when we have tried everything to resolve a situation which has created a financial detriment to us, when Customer Service from our service providers spectacularly fails as EBay has here, compounding eBay’s initial failure to accurately provide the service for which they have taken payment from us for.

Because the legal process is time bound, and given the conflicting information I have received about if this is a bug, or if there is no fault by eBay here, I can’t give eBay an indeterminate length of time to resolve this.

As I said at the top my question for you as a Community Team, is, Please can you escalate this to someone who will engage with me to resolve this ?

If eBay have no intention in resolving this, please be honest and tell me.

We then move forwards to where we serve papers on an eBay U.K. Senior Executive, who inevitably will have trouble understanding how their Service delivery to its Customers then its Customer Service can so spectacularly fail, in an Organisation that shouts loudly about supporting Small Business.

Regards

Neil

EBay Small Business Survivor for 7 years.