@sharingtheland wrote:
If contact information is shared and one of our agents reviews it prior to payment being made, the reasonable conclusion is that the sale went off eBay.
I must be missing something here, or you left out a step or two.
You said, "...one of our agents reviews it prior to payment being made..." If the item is still actively listed and available for purchase on ebay, how is it a reasonable conclustion that the sale "went off eBay?"
Hi @sharingtheland, so sorry for the confusion! I definitely want to elaborate and provide more details. When an agent reviews the communication on the site and sees that contact information has been shared before purchase, we may make the reasonable conclusion that the sale is going to be taken off eBay. This would not be solely based on contact info being sent to a seller, but would be based on other factors as well (how and if the seller responded, other conversations with potential buyers/sellers, etc.) If a seller responds to contact info before purchase and says "I will call you", this is a violation. If they do not respond and the listing is still present on the site, this in itself would not be considered a violation. Additionally, I want to clarify that a 3 day suspension is not our first step and would only come after a warning has been issued for this behavior. As a best practice, we recommend replying to any unsolicited contact info or requests to sell of eBay with something like, "We will need to keep all communication on eBay until the sale is completed here."
Again, I apologize for any confusion I may have caused with my previous answer. The short answer is that as long as a member is not taking a sale off site or indicating they will be communicating with their trading partner off of eBay prior to purchase, they have nothing to worry about. While educational warnings will automatically be sent to both parties when we recognize a potential violation, action will not be taken on a members account without it first being reviewed by one of our specialists. While we strive to be as accurate as possible, mistakes can still be made at which point Customer Service can review for appropriate action. We are more than willing to apologize when we've made a mistake.
@simplecellunlock wrote:
I called last evening and got a very argumentative kid named Nico. After he procceded to tell me 3 reasons I was in the wrong, when I was not, I asked to speak to his supervisor. His supervisor got on the line with me and I walked him through it. It was 2 policy violations for the same policy, so I was double dinged in the same infraction leading to a 3 day ban.
Here is what happened.
Customer made purchase, I completed service (I do services only, no physical goods). I completed service within 15 minutes of purchase. I marked the order shipped and moved on with my life. Buyer messages me 15 minutes afterwards with an issue and I replied with "Text me pic [of problem]. You have my number." The buyer already paid, we completed the service and it was marked ship and this is ALL I said. The time stamps show he paid first and a number was never given through ebay messages. It was given while I was connected to his PC for service. Simple enough, he already paid right shouldn't be an issue? Timestamps show this YET I was still dinged. Not fair.
Second issue was buyer sent me messages says "here is my number xxx-xxx-xxxx please text me when ready." So i texted him and said I am ready please make purchase on eBay. Which he did make purchase, about 10-20 minutes after he sent me that message. Proving I was being honest and told him to make purchase on eBay. The obvious logical deduction here is I was obeying policy as he purchased on eBay. I do NOT need to reply to an eBay message to buyer clogging up his inbox and annoying him and wasting my time when the record clearly shows I obeyed policy because he bought the damned item a few moments later on eBay through me.
The supervisor researched all this agreed that eBay was in the wrong on BOTH situations and yet I am still on restriction why?!?! He said he would submit it to appeals department for review and *crickets* have not heard a **bleep** thing from anyone.
So what is the deal?!? You say "sometimes make mistakes" yea well they're 2/2 on messing up.
So broken hearted over this its not even funny. Holiday season and my ONLY source of income is squandered away. How hard is it to look at the timestamps?!?
Why do I have to call in and educate YOU ALL on your own policies?
/rant
Hi @simplecellunlock, while I can't discuss the details of your messages here, I do need to confirm that we do review timestamps before making a decision. We also look at other factors, like messages with other buyers or past warnings before taking action. If you'd like to discuss this in more detail then I'm happy to do so through email if you'd like, just let me know.
