EBay for Dummies (66 page)

As eBay has grown, so has the number of complaints about slow response from Customer Support. I don’t doubt that eBay staffers are doing their best. Although slow response can get frustrating, avoid the temptation to initiate a reporting blitzkrieg by sending reports over and over until eBay can’t ignore you. This practice is risky at best and inconsiderate at worst, and it just slows the process for everyone — and won’t endear the e-mail bombardier to the folks who could help. It’s better to just grin and bear it and wait for action to be taken.

If you’re desperate for help and can’t get satisfaction, you can post a message with your problem in one of the eBay chat rooms. eBay members participating in chat rooms often share the names of helpful staffers. Often you can find some eBay members who faced the same problem (sometimes with the same member) and can offer advice — or at the very least, compassion and a virtual ear. (Jump to Chapter 17 for more info on discussion boards and chat rooms.)

If you’re a PowerSeller, you can easily contact PowerSeller support with your immediate problem.

Make sure that you don’t violate any eBay rules by sharing any member’s contact information as you share your story in a chat room. In addition, make sure that you don’t threaten or libel (that is, say untrue things or spread rumors about) the person in your posting.

Stuff eBay Won’t Do Anything About

People are imperfect everywhere, even online. (Ya think?) You probably won’t agree with some of the behavior that you run into on eBay (ranging from slightly annoying to just plain rotten). Although much of that conduct is just plain nasty, it can (and does) go on as long as it doesn’t break eBay rules.

In some cases, you may need to bite your tongue and chalk up someone’s annoying behavior to ignorance of the unwritten rules of eBay etiquette. Just because people have computers and some things to sell or buy doesn’t mean that they possess grown-up social skills. (But you knew that.)

Here’s a gang of annoying issues that crop up pretty regularly but that
aren’t
against eBay’s rules and regulations:

A seller sets astronomical shipping costs:
eBay policy says that shipping costs must be reasonable. Basically, eBay is wagging its finger and saying, “Don’t gouge your buyers.” When sellers gouge their buyers with high shipping fees, eBay penalizes them in their Best Match search results. Some sellers try to avoid fees or may be disappointed that a sale didn’t make enough money, so they think that by jacking up shipping costs they will increase their profit.

Under the rules, eBay will stop someone from charging excessive amounts for shipping. For more information on eBay’s Excessive Shipping policy, go to
pages.ebay.com/help/policies/listing-shipping.html
.

Bidders should always check shipping terms in the Item description. Bidders must decide whether to agree to those terms before they bid. The best way to protect yourself from being swindled is to buy only from a seller whose shipping costs feel fair to you.

A seller or buyer refuses to meet the terms that you mutually set:
eBay has the power only to warn or suspend members. It can’t make anyone do anything — even someone who’s violating a policy. If you want to make someone fulfill a transaction, you’re more or less on your own. I heard one story of a seller who refused to send a product after being paid. The seller said, “Come and get it.” The buyer happened to be in town on business and did just that!

But if your item never arrives, you can apply to PayPal for a refund under the Buyer Protection plan. Information on how to file is further on in this chapter.

Often, reluctant eBay buyers just need a nudge from eBay in the form of a warning to comply. So go ahead and file a final value fee credit request (I explain how to do this in Chapter 13) and, if necessary, a fraud report (more on fraud reports later in this chapter).

An eBay member sends unwanted e-mail messages (spam):
In fact, members can send spam using eBay’s own tools. All the user has to do is access the Contact a Member Form by clicking a member’s user ID. eBay sees non-transaction–related communication as spam; you need to report any member who abuses this system. (You’ll see a reporting link on any e-mail sent through the eBay system). Although the items spammers are selling may be perfectly good, eBay won’t offer you any protection if you participate in off-the-site deals. I suggest that you ignore these deals and avoid doing business with them in the future.

New eBay users are often the unwitting perpetrators of annoying behavior, but you’re ahead of the pack now that you know what
not
to do. You can afford to cut the other newbies some slack and help them learn the ropes before you report them.

Knowing the Deeds That Can Get You Suspended

Playing by eBay’s rules keeps you off the Trust & Safety radar screen. If you start violating eBay policy, the company’s going to keep a close eye on you. Depending on the infraction, eBay may be all over you like jelly on peanut butter. Or you may safely lurk in the fringes until your feedback rating is lower than the temperature in Nome in November.

Here’s a docket of eBay no-no’s that can get a member’s permanent record damaged — and possibly
suspended:

Feedback rating of –4

Three instances of deadbeat bidding with three different sellers

Repeated warning for the same infraction

Feedback extortion

Bid shielding

Unwelcome bidding after a warning from the seller

Shill bidding

Auction interception

Fee avoidance

Fraudulent selling

Identity misrepresentation

Bidding when younger than age 18

Hacking

Physical threats

If you get a suspension but think you’re innocent, respond directly to the person who suspended you to plead your case. Reversals do occur. Don’t broadcast your suspicions on chat boards. If you’re wrong, you may regret it. Even if you’re right, it’s oh-so-gauche.

Be careful about accusing members of cheating. Unless you’re involved in a transaction, you don’t know all the facts.
Law & Order
moments are great on television, but they’re fictional for a reason. In real life, drawing yourself into a possible confrontation is senseless. Start the complaint process, keep it businesslike, and let eBay’s staff figure out what’s going on.

Getting Buyer Protection

One thing’s for sure in this world: Nothing is for sure. That’s why insurance companies exist. Several types of insurance are available for eBay users:

Insurance that buyers purchase to cover shipping (see Chapter 12)

SquareTrade warranties

BuySAFE bonds

PayPal’s Buyer Protection

To cover loss from fraud, eBay buyers can avail themselves of several protection programs. The basic PayPal protection covers money that you pay for an item you never receive (as a result of fraud, not shipping problems) or receive but find to be materially different from the auction item’s description.

eBay Motors Vehicle Protection Program

Another beneficial eBay venture is eBay’s Vehicle Protection Program, which offers a
free
limited warranty to anyone who purchases a car on eBay. Look for the Vehicle Protection Program Shield at the bottom of the Seller Info box to see whether the vehicle you’re interested in is covered. Qualified cars are identified in the listing description in the Item Specifics box, with the words
Vehicle Protection Program up to $50,000.

Your vehicle purchase is protected for up to $50,000 or the vehicle purchase price, whichever is lower. You can find more information at eBay Motors:

pages.motors.ebay.com/buy/purchase-protection/index.html

PayPal Buyer Protection

Aside from safety, now PayPal offers an even better reason to pay through its service. If you’ve purchased your item through a PayPal-verified seller, you’re covered for your original purchase price, plus shipping. This protection covers you only for nondelivery of tangible items and tangible items that are received significantly not as described — not if you are disappointed with the item.

If you’ve paid with a credit card through PayPal, be sure to make a claim with eBay first and
then
with PayPal. Do
not
make a claim with your credit card company. PayPal Buyer Protection is for PayPal purchases, and you’re not covered if you’ve made a claim with your credit card company.