Put this up there with Netflix and Bank of America in recent high profile business decision blunders with massive fallout.
I am a buyer and a seller on ebay, 100% positive feedback. I have an established track record selling items, and have been at the point where my funds were released immediately when receiving payment from buyers.
Here's an example of what kind of seller I am:
For my last sale, I had a buyer needing overnight delivery without contacting me prior so that I could provide a quote. Even though his request was unrealistic, I went ahead and sprang for the overnight delivery out of my own pocket due to his stated need. I didn't even push back, I just did it for him without a conversation. Not many sellers would do that.
He waited a month to provide me the positive feedback, of course made no mention of what I did. Oh well, that's business I told myself. I would do it again, because that's good customer service.
Well this is the reward I get for the excellent customer service I provide as a seller:
I sold another item today, which was a month or two after my last sale mentioned above, and shipped the item 45 minutes after the payment was received. Like I usually do.
I went to Paypal to move my money over to my bank account, and much to my dismay it's as though I'm a brand new seller again, they are holding my money! I needed that money to pay a bill, and of course the shipping.
So thinking this was some sort of mistake, I called over to India to talk through this with someone. They explained, fairly poorly, that this was a recent policy change to protect buyers. You now have to be a higher volume seller to have your funds released immediately. They told me 25 items sold in 6 months. So in other words, in one day I went from being a low risk seller to high risk? Do I have to make selling on ebay my full time job now, to get back my status I previously had? Looks like another example of squeezing out the "little guy."
I asked what precipitated the change. They said it was due to buyers contacting paypal with problems not receiving items from sellers or issues with the purchase. I made a point to ask "is that issue not what the feedback and claims systems are for?" I didn't receive a response that answered that question.
I was civil and polite throughout the entire multitude of conversations I had with CSR's, and Supervisors from both Paypal and Ebay. My issue was not addressed, no exception was made for me. I even shared the example above of the kind of service I provide (from which paypal/ebay benefits greatly), and asked if this was worth losing. Again, no intelligent response, they just kept reiterating why the policy has changed.
I shared that hey I am a buyer too, I appreciate protective measures for buyers, but this is very very poor balance between the buyer and seller experience. They just kept reiterating why the change has taken place, to protect the buyer.
I shared with them that by my taking the time to call and share my concerns, I am giving them an opportunity to hear from one of the 3% of customers who actually take the time to contact the company rather than just leave and share their experience with 17 other people (from a study conducted prior to widespread internet usage, that number is probably much higher now.....more than 17 will read this post). No exceptions, no real response to my concerns.
I question the legality of changing this policy without my notification/consent. I do not question the motives. It's clearly to collect interest on my money that they are holding without my consent, even though I met previous qualifications for immediate fund release.
Let me make this clear. Ebay needs quality sellers, it should seek to provide a balance. It should cringe whenever a quality seller communicates they are considering leaving. We are the backbone of their business.
For me it's too late. I guess it's craigslist or another auction site from now on. It's free, and I get my money immediately. I will share my story with anyone willing to listen, and encourage them to seek alternatives.
They concluded my last call with telling me to contact ebay/paypal with any concerns I have. I told them I gave them that gift already, I politely called with my concerns instead of just leaving. They blew it. Blew it pretty badly actually.
Almost sad with such high profile stories of customer service fallout from companies like Netflix, who have had a pretty embarrasing year.
Good luck ebay/paypal, it was fun while it lasted.
