Got a negative rating because of a false promise from an eBay customer service representative! | Members help members

wejo_heizung · 2026-04-13T16:48:56.843000Z

Hello, I need help.There is a huge problem with a return from a buyer who ordered something for an association via a private account. I wanted to protect myself and called customer service on 02/04/2026. The problem was briefly listened to and I was assured that the buyer had indeed acted commercially.Unfortunately, the customer service representative could not process it immediately because there seems to be some kind of lock for 3 days. This conversation was recorded, in which the assurance of a resolution in my favor should have been made! I asked for a note to be left in case another employee has to handle this case later.After that I informed the buyer again, with the information that the item should not be sent back to us, since I had received confirmation from eBay that the case would be decided in my favor.A call after 3 working days and the previously already rejected return of the gas fitting, the tide turned against me. The employee was no longer reachable and was supposed to call me back. 24 hours without a response, the eBay system was already demanding a return refund. Customer service was called again. But now the kicker: I was asked to agree to a return; the statement of the first employee is being treated as false and was retracted. Great, the buyer was already annoyed and I was already expecting the negative feedback! Which, according to the first conversation, would supposedly be deleted anyway!So I had to agree to the refund (with a note of default in acceptance and default in payment). But since I felt I was protected, a reminder had already been sent.The best part is still to comeOn the 3rd call I wanted to get rid of the negative feedback, as it is not exactly nice for my business and it was not my fault either!Unfortunately I did not understand the specialist because what was said was that I deserved this rating because I simply behaved that way.I was happy to get into the discussion, but he wasn't interested.When I pointed out that a return with us in the terms and conditions and the return policy applies only to private buyers and not to associations/commercial traders. His statement was that our terms and conditions do not apply on eBay and only eBay's terms apply. His exact words: even if the buyer had ordered as a commercial trader, this return would also have been automatically accepted by eBay (our answer: clearly false! because that only applies to offers we list as eBay Plus offers, which we did not and will not do). Employee's statement: What you are saying is wrong, that has nothing to do with eBay Plus.I beg your pardon?Would he have had the same 14-day return period? I don't think so, because I would have to design the offer so that I declare my offers as eBay Plus offers (set the corresponding checkbox and additionally offer 30-day returns) only then are returns automatically accepted for B2B transactions. Except if the items are not as described, not received, defective! (Only in that case can returns be initiated that are automatically accepted.) Even that was dismissed as a false statement by your employee.This rule was not known to the employee and was described as false, although it is clearly stated in your terms and conditions. If I also hear that the employee handles several hundred cases and has been doing so for years, then I don't know whether he is the right person for this company.If the conversation was recorded, then he will probably get a warningIn the conversation, after the rejection of the objection against the negative feedback, he wanted to send his own self-written terms and conditions, which really have nothing to do with eBay! I requested passages that should be sent showing where his rules are in the terms and conditions. It was clear to me that no message would come, which is exactly what happened. (someone would have been quite exposed there). But a rejection was sent very quickly!I can only say great job!Kind regardsSorry for the spelling mistakes.

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Got a negative rating because of a false promise from an eBay customer service representative! | Members help members | eBay Germany