Complaints Calibration

Issue: MM has opened a return case.
Verbatim: “Dude, you have the power to make them give me a refund. I’ve been really patient, and I just feel like you’re giving me the runaround.

• Buying > eMBG, returns, and INR cases (buying)

• Selling > eMBG, returns, and INR cases (buying)

• General > Other

• General > Internal complaint handling

Issue: Wanted to get a credit for the store fee.
Verbatim: The member has a restriction on the account and is unable to use it but still being charged with basic store fees.

“It is unfair that you're charging me monthly and I can't even use my store”

• Selling > eBay Stores

• eBay Account > Account Suspension

• Selling > eBay Fees and Credits

• Selling > Payment Disputes

Answer explanation

Member is complaining about the store subscription fee.

Final Value Fee costs

Insertion fees

Store subscription fees

Fee credits

Collections for selling fees

Issue: I can no longer see the item number on the purchase history.

Verbatim: "eBay is so confusing, I can no longer see the item number. I don’t think I’m going to use it anymore."

• General > Technical and Website Issue

• General > General Site Features

• Selling > Order History

• Buying > Other

Answer explanation

The reason why it is under this category is because of the example (Site design changes) Before we can see the item number immediately on the purchase but now you have to click view order details before you can locate it under item-specific.

Issue: Member is having issues accessing the account since the email address is outdated. TM advised me to contact the email provider or create a new account.

Verbatim: “Ugh, just forget it! I don’t think you can help me anyway. This has just been a waste of my time."

• General > Advertising or Marketing

• eBay Account > Update Personal Information

• General > Other

• eBay Account > Account Access and Security

Answer explanation

The main complaint of members is not able to access the account not the change of email address. The email address concern is just a secondary issue of the customer.

Problems accessing an account

Issue: Unable to use preferred payment method for checkout.

Verbatim: “You are not allowing me to choose PayPal Credit when making an offer!! Why am I even asked to enter a payment method?? I never had this before when I make an offer!”

• Buying > Checkout

• Buying > Guest Checkout

• Buying > Bidding/Buying Process

• General > General Site Features

Answer explanation

Member's complaint is about the Best Offer update.

Problems paying for items including:

Placing bids

Buy It Now (BIN)

Making a Best Offer

UPI process