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eBay is cheating customers
Summary: dostgt reported a problem with eBay in which a purchase made with credit failed and the credit disappeared. The attempt to contact eBay initially led only to frustration with the chatbot. After many attempts, there was a callback, but it ended without a solution. dostgt expressed concerns about the legal permissibility of the incident, since the transaction was shown as completed even though the purchase had in fact failed. An eBay representative confirmed a technical glitch and promised a refund within 10 days. dostgt was dissatisfied with the delay and considered reporting the incident to the regulatory authority.
I made a purchase using eBay credit.
The purchase failed with an unclear error message.
After that, the credit was gone.
The chatbot points me to the online help and won’t let me contact a staff member.
That must not happen and is illegal.
dostgt
OP6 days agoUpdate:
Now a week has passed and eBay still hasn’t credited the amount that was wrongly debited back to my eBay balance.
I feel very annoyed and no longer have any trust in eBay.
perfect-sally
Mentor6 days agoBut can you even read???
Miriam had written something about 10 days, not 1 week!
dostgt
OP6 days ago10 days is not appropriate for a serious offense.
i should report the incident to the supervisory authority.
perfect-sally
Mentor6 days agoWhat’s stopping you?
petersmodellbahnstuebchen
Mentor6 days ago@dostgt
but 7 days ago, when @mia@ebay wrote to you about the 10 days, were those still appropriate? She also didn’t write anything about a misconduct, but rather about a technical disruption.
You can of course report this "incident" to any supervisory authority of your choice.
mia@ebay
·1 week agoHello and good morning @dostgt ,
we have received feedback from the specialist department that this is a technical issue. My colleagues are already working on fixing it, and we regret the inconvenience.
The colleagues said that it can take up to 10 days for the amount to appear back on your account as credit. Please check at regular intervals whether the function is working properly again.
@petersmodellbahnstuebchen - Thanks for the support
Kind regards
Mia
dostgt
OP1 week agoThank you very much.
But I don't see it as this casual. This is an error that should never happen, because customers can easily overlook this and thus be cheated out of their money.
From my point of view, a substantial fine or reprimand from the Federal Financial Supervisory Authority (BaFin) against eBay would be appropriate here. Since the BaFin apparently already has eBay under observation anyway, that makes it all the more concerning.
voli-maus
Mentor1 week agoBecause a voucher could not be redeemed, were you cheated out of your money, @dostgt ?
dostgt
OP1 week agono, eBay credit - basically cash - was deducted, although the eBay platform canceled the purchase during the payment process
vera@ebay
·1 week agoHello @dostgt ,
thank you very much for your post. I have passed the matter on to the specialist department. We will get back to you here when we have an answer from the specialist department. Until then, I ask for your patience.
@petersmodellbahnstuebchen thank you very much for the mention 😊
Kind regards
Vera
dostgt
OP2 weeks agoAddendum: After countless attempts, a callback was possible. The employees were helpful. Unfortunately, the call was disconnected before the problem was solved.
It still stands. eBay deleted credit when the checkout process
failed for unexplained technical reasons. That should never happen. A purchase must be a transaction, either all or nothing. Here, money was charged but no purchase was completed.
And why does the eBay portal only show the latest balance of the eBay credit, but no transaction history? This makes it impossible to verify the correctness, or rather the faulty nature, of the eBay platform. I can’t imagine that this is legally permissible.
petersmodellbahnstuebchen
Mentor2 weeks agoHave you ever checked under "Payments - All Transactions"?
Actually, every payment in and out should be visible there.
dostgt
OP2 weeks agoThat is correct. A purchase with eBay credit appears there. It is only listed as completed. In fact, however, the purchase failed. In other words, eBay has effectively debited my money, but I will never receive the goods. The canceled purchase also does not appear under my purchases. The eBay platform has a black hole there.
petersmodellbahnstuebchen
Mentor2 weeks ago@dostgt
Just give the item or order number. Then from 20:00 the lovely @vera@ebay can take a look in your account and explain to you how to proceed, thanks Vera. ❤️
dostgt
OP1 week agoAlthough not listed under orders, there is in fact an order number 13-15195-82578. There you can also see that the portion paid with eBay credit was booked, while the remaining amount was supposedly rejected by the payment service provider. The problem is that, in this case, the payment service provider is unspecified and therefore cannot be contacted either. The transaction is stuck, and there is nothing I can do. The checkout process is obviously implemented incorrectly on the eBay platform.
dostgt
OP2 weeks agoThe legal notice refers, except in special cases, only to the help page with the chatbot or the community. The chatbot doesn’t connect you to a staff member and merely refers you back to the help pages. Should I write a letter now, or would it be better to file a police report against eBay right away?
bootyooty
Mentor2 weeks agoUh? Filing a complaint against eBay, the police will probably think it’s already April Fools’ Day if you actually did that.
Type "callback" or "representative" to the chatbot a few times and then you’ll get a call back.
And I’d suggest using a friendly tone then; after all, you’ve got an issue, and an employee isn’t a lightning rod just because something went wrong.
dostgt
OP2 weeks agoI've already tried dozens of times - it always just says "there was a problem, check the help pages".
That's nothing other than if money disappeared without a trace from a bank account because of a bank error and then no bank employee could be reached.
perfect-sally
Mentor2 weeks agoIf you write the bot employee or callback several times, it will eventually understand and you'll get the callback.
And you can also contact customer service at any time using the phone number listed in the legal notice; no special cases are needed for that.
bootyooty
Mentor2 weeks agoSpecial cases? What’s that supposed to be? For me it says:
Email address "for general inquiries" and below that the phone number, and there is NOTHING about special cases.
dostgt
OP2 weeks agoI only see general inquiries about the legal notice impressum@ebay.de
perfect-sally
Mentor2 weeks agoAnd what’s your question for the community?
Ebay also has a legal notice where you can find more ways to contact them.