An interesting (?) insight into the workings of the Ebay Customer Services Department
We had occasion to advertise a car for sale on Ebay.
The auction ran, and the eventual winner emailed to ask for the registration number, so that he/she could insure the car and run an HPI check on it.
A quick check on the winner revealed that they kept their feedback private. Their total feedback received was less than ten. A web search produced two pieces of hostile feedback they had left for others. An Ebay check showed that their registered name was entirely different from the name of the person claiming to be the account holder, and that they were 100 miles removed from the location supplied in their post-auction email contact through Ebay.
They were sent a reply asking them to confirm their identity.
After contacting Ebay to ask them to check on the account to confirm the identity of the holder, Ebay Customer Services replied:
“Since your buyer has different address, I suggest you to give them a call to ask them on why they have different address and they should correct the address that they enter. .. Here’s how to request your buyer’s email address and phone number: “ Followed by a link to a form.
Ebay made no comment on the fact that both name and address were incorrect.
We replied to Ebay telling them that if we sought out the winning bidders email and telephone contact details, the winning bidder would in turn be provided with our personal contact details. In this case, the seller might feel vulnerable to what could very likely turn out to be a highly unreliable contact.
Ebay responded: “I realise how this concerns you. I completely undertand your point on this. Let me share that it’s the seller’s responsibility to ensure that communication is done in completing a sale. However, you are not required to call the buyer to confirm this matter with them. You may simply continue communicating with them through email.”
Emailed Ebay asking them what would happen if the mystery winning bidder paid with Paypal, collected the car, and then denied they had it and claimed the money back.
Ebay replied: “I realise this concerns you. Since this is the case, you can make a receipt and have the buyer signed the receipt as a proof they have collected the item. You may even take a picture of them when they have collected the item. On that case, you already have a strong proof just in case they will claim that they have never received the item.”
Emailed Ebay as follows: “Apparently not. Please see following BBC news page:
“PayPal has warned that anyone selling goods on eBay should not let the buyer come to the house to collect them.
The online payment group told BBC Radio 4’s You And Yours that sellers would be left without the protection of a postage receipt if anything should go wrong.”
http://www.bbc.co.uk/news/business-14281046
You and Yours Programme 22nd July 2011
There it is in black and white.
The Ebay Customer Services Department.
=============