Ebay forced me to "refund" a non-paying buyer. I had them remove the false negative comment from my account on the grounds he never paid for it. Buyer demanded product free of charge. When I withheld shipment, he filed eBay Buyer Protection. Despite removing the negative feedback because of non-payment, they found in his favor and refunded him the money he never paid. They tried to debit my bank for it (I blocked it). My eBay account is now frozen due to 'non-payment' of eBay fees.
Ebay Buyer Protection = aiding and abetting fraud. Inexcusable wait times. Zero follow up. Promised to reverse the decision within 72 hours following complaint. Nearly 2 months later & no action. I am getting collection notices. Worst e-commerce experience of my 15-year-long career. 3 years ago eBay published me in their magazine among the top 5 retailers in my category. Now they call me a deadbeat, sending me notices about my 'below standard performance'.
After waiting 16 minutes on LiveChat I was disconnected without a response from a customer service representative. Other times the wait is over a half hour to reach someone who tells you to e-mail them instead. Zero response to e-mail communication. My eBay store is failing because of eBay's bungling, terrible policies, and horrendous customer service. I am losing $2k a month because of Ebay.
Sellers on Ebay should be aware of their new "Buyer Protection" policy. Some buyers are using it to scam the sellers. I sold a coin on Ebay. Buyer said wrong coin was sent, but not true. Ebay took the money out of my PayPal account and paid the buyer back. Now buyer has both my coin and her money back. I couldn't believe it. I tried to contact Ebay about it and I just got a message saying the case is closed, and nothing else can be done. I'm upset and the coin was only $25. What if it had been a really expensive coin and I would be out a large sum of money? I'm sure many more buyers will figure out that they can have the money and the merchandise with the "Buyer Protection Policy".
We have been a member of Ebay for 13 years and have 100% feedback on over 3000 transactions. Today we received an email that they may suspend us or no longer allow us to use eBay because we have used their resolution center for items we have purchased that we never received or were substantially as not described. This is an out and out fraudulent misrepresentation by eBay of their consumer protection policy where they advertise that you are covered 100% for the cost of the item plus shipping.
Furthermore they told us that if we make a complaint when the buyer does not refund our total out of pocket expenses, that we can be penalized. Ebay has a long drawn out process of investigating complaints. All 11 complaints we have filed have been decided in our favor, or the seller finally contacted us to resolve the issue AFTER Ebay contacted them about out complaint. If you get shafted on Ebay and make a complaint, Ebay notifies you they will shaft you back.