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eBay – it goes on and on

After the suspension of my account, I received this email from them:

Hello Sam,

Thank you for your reply to our email regarding the suspension of your
account “puddytatpurr75″. I unDerstand that you’d like to know more
information about the suspension for High Risk and I appreciate the
chance to explain this for you.

Sam, I’ve personally checked your account and I can see it was suspended
due to several discrepancies in your registration information. We
reserve the right to suspend a member’s account and ask for further
information if we have cause for concern.

Please understand we’re not accusing you of fraudulent behaviour. Our
top priority is to ensure that eBay remains a safe and reputable place
to buy and sell, so we’d like to confirm some of the information you’ve
given us.

Kindly provide us with the following documents so we can review your
account, here are the following:

– Proof of the name and address you have on file with us

Please send us copies of both:

1. government-issued photo ID (your passport or driving licence)
2. evidence of your address (a bank statement or utility bill)

You can use our free document upload service, or send the documents
requested to us via fax or post. You’ll find all the information on this
page – open a new window on your browser window and copy this link into
it:

http://pages.ebay.co.uk/help/account/verification_request_documents.html

Please ensure that all your personal details match the information
you’ve registered on your account. Rest assured that eBay treats your
personal information with the utmost care and destroy it once reviewed.

What happens next?

Your account will remain suspended until we receive and review these
documents. Please bear in mind that while your account is suspended,
you’re not allowed to use eBay in any way. This includes registering a
new account or using someone else’s. If you do, you could be suspended
forever.

I trust this information is helpful and that I’ve explained things
clearly. We look forward to receiving your documents.

Kind regards,

Kate Pearse
eBay Trust & Safety

Well, I was doubtful that my registration details – which haven’t changed so much as a comma since I joined eBay 8 years ago – were dodgy, so I photocopied the appropriate documents and followed the link to the document uploader.

That announced that I couldn’t send my documents that way and my printer decided to refuse to fax, so I sent them by post!

Meanwhile, Mel had returned the item, seller refused it and it got returned to her and he didn’t refund her money. She opened a case with eBay, he spent most of that time bitching about ME, and eBay saw in her favour!

I then noticed that my account went from being suspended to being unregistered and that the feedback which had caused all this trouble had been removed from his account!

Finally I received this:

Hello,

Thanks for sending us the documents we requested. I’m happy to assist
you in resolving the suspension on your account “puddytatpurr75″.

I’ve reviewed the documents you sent and I’m pleased to let you know
that your account has been reinstated following your temporary
suspension. You’re now free to use your account to buy and sell on eBay.

Thank you for complying with our rules for account reinstatement. We
hope your future experiences on eBay are pleasant and successful.

Kind regards,

Martin Singleton
eBay Trust & Safety

I waited a day or so, but the feedback didnt reappear! I was fuming by this point that this guy had behaved in this manner so I didn’t let it go!

So I sent them another email!

I did report this before, but then eBay suspended my account
and I’ve only just got it reinstated (with no explanation or apology!)
The feedback I left for this seller has been removed – why? I left
honest feedback – on eBay’s advice, he sent me a defective item &
demanded positive or neutral feedback before a refund. When I left
negative after receiving my refund, I received the email asking me to
change my feedback (only because I refused to answer the phone!) This
seller was reported to you by babycham77 too as he then sent the item to
her and refused to accept the return or give a refund while accusing me
of theft in the process! I have got my refund (although he has now
opened a paypal dispute to claim back £9 postage he paid me ‘in good
faith’ to return the item), but I don’t understand why this man is still
trading when you have received two reports about misconduct and yet my
account was suspended (supposedly for discrepancies in registration
details that haven’t changed since I opened the account!) The treatment
I have received from eBay over this one transaction has been
disgraceful!

Today I received this:

Hello Sam,

Thanks for your email about your feedback concern with “moons-cave”. I
understand that you’d like to know why the feedback you left for your
trading partner so allow me to assess the situation and explain what
happened.

In your case, you ceased to be a registered eBay user shortly after you
left you Feedback. We therefore removed the Feedback.

If Feedback is removed, both the Feedback comment and the rating are
gone from your Feedback profile, and the rating no longer counts towards
to the Feedback score. Any Detailed Seller Ratings left by you are also
withdrawn – they no longer contribute to the average scores.

As for your suspension, we know from experience that certain items and
actions are more associated with fraudulent activity on eBay than
others. We reserve the right to suspend a member’s account and ask for
further information if we have cause for concern.

It’s our policy never to share exactly what gave us reason to suspend an
account as this could tell a fraudulent member how to avoid suspension
in the future.

Now, as for your complaint about you seller, I understand your concern
that they are still selling on eBay.

Let me assure you that we’ve looked into your complaint and taken the
action that was required. Due to privacy laws I can’t share details
about this seller’s account specifically, but the actions we can take
against poor-performing sellers include:

– Warning the seller
– Ending their listings
– Taking away their Top Rated Seller status
– Placing selling limits on an account to reduce the amount of items a
seller can list/sell
– Temporarily holding funds for PayPal transactions when the seller has
a high level of buyer dissatisfaction
– Restricting them from buying and/or selling
– Temporary or permanent suspension from eBay

If you can?t see what action was taken this doesn?t mean that we haven?t
taken any. Bear in mind that most of these actions can?t be seen by
other members.

We look at a number of things when deciding to take action, such as
their Feedback history and Detailed Seller Ratings, their trading
history on eBay and any complaints against them from other buyers. This
is why it’s important to leave accurate, transaction-based feedback for
every seller.

I do apologise for the inconvenience this may caused, but I trust that
I’ve explained our position clearly. If you have any further questions,
please don’t hesitate to contact us again.

Kind regards,

Ryan Davidson
eBay Trust & Safety

I have replied with:

Thank you for your reply.

I ‘ceased to be registered with ebay’ through no fault of my own! I did not close my account, it was suspended and then closed by eBay supposedly because there was a discrepancy with my registration details. Although your comment “we know from experience that certain items and actions are more associated with fraudulent activity on eBay than others. ” confirms that that was not the real reason my account was suspended!

Unfortunately I cannot follow the advice: “This is why it’s important to leave accurate, transaction-based feedback for every seller.” because you have removed it, so there is no way of warning future customers that this man is a thief and a liar! I have PROOF that he is guilty of feedback extortion – which you claim is highly frowned upon – but nothing is done! What’s the point of leaving feedback if he can make accusations against me which get my account suspended, yet nothing is done with hard evidence?

This man has now put in a claim with paypal accusing me of not returning the item in question – agaIn I have proof that I am in the right here. I just hope paypal make a better decision than eBay!

I shall think VERY carefully before I use your website again because you obviously fall on the side of the people you make the most money from and not against honest people who have traded with no problems, queries or negative feedback for many years!

Oh yes, he’s put in a claim with paypal now for the £9 postage claiming that he never received the item.

Good thing I sent it Recorded Signed For!

I am livid with eBay and I shall be very very careful before buying from them again!

Please please take note! This seller is moons-cave, he is a thief, liar and swindler DO NOT BUY FROM HIM!

– Posted using BlogPress from my iPad

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