John Donahoe Office of the President EBay, Inc. Dear Mr. Donahoe: I would like to know why Ebay thinks it is acceptable to steal money from me on an item that I sold to a buyer in Russia through Ebay. My item number 170988646872, a Lalique Perfume collectible set, had a winning bid placed on it by soonslon, a relatively new buyer on Ebay with 14 feedback, on February 17, 2013. The buyer paid for the auction on February 21, 2013, and I shipped it the following day via USPS First Class International, LC795129485US, with insurance coverage of $125.00. Today, April 2, 2013, I received an email from the buyer, which stated: “I regret to have to put you a negative review, I still have not received your package.- soonslon”. I immediately wrote back to the buyer: “I have the receipt information, and the box is insured for $125.00. Why would you leave a negative feedback for me? Please check with your postal service. Perhaps it is still in your Customs. According to the United States Postal Service: Your Item's Status - Your item was processed through our LOS ANGELES, CA 90009 facility on February 25, 2013 at 8:06 am. No further information is available for this item.” My primary concern this morning was getting a negative feedback for a traceable package that left American shores on February 25, 2013, and is still “in transit” according to the USPS. I called Ebay at approximately 8:30A today, and spoke with “John” who promptly informed me of two things: 1) Ebay has recently experienced an unusual amount of “Item Not Received” claims from Russian buyers, and 2) the buyer can leave me negative feedback for possible mishandling of the package by the Russian Postal Service. I have a problem with these points…a) Ebay, at the least, should have posted a disclaimer informing sellers of potential problems with Russian buyers or the Russian Postal Service. That way, a seller can make an informed decision. Instead, I sold an expensive item (in my eyes) to a Russian buyer who may have very well received the goods, but wants his money returned, too. Secondly, there is also possibility that some items going into Russia from the USA are not being delivered at all, but instead pilfered by the authorities. No seller, who provides documentation of shipment and insurance coverage to a foreign country should have their Paypal funds seized by Ebay, and returned to the buyer without a proper investigation. These situations are not black and white, and in this case, with official USPS proof of shipment, I should be given the benefit of the doubt. At a minimum, the buyer should have to practice due diligence by reaching out to HIS Russian Postal Service, which is far more doable for him rather than assigning that task to the seller who lives in the USA. b) I also take exception with the fact that the buyer can leave negative feedback for me based upon HIS country’s ineffective and flawed postal handling – as John put it, “…the negative feedback will just be the buyer’s opinion.” In that case, the buyer needs to question and file a claim with the Russian Postal Services, not demand the money back from me. I have already contacted the USPS International Services, and though I took out insurance on the package, they cannot and will not open a claim on First Class Services, so 1) Ebay has stolen my $90.14, and 2) the buyer is allowed to post negative feedback even though I have proof and documentation that the package left the USA shores in route to Russia on February 25, 2013. Furthermore, Anthony at the USPS International Services told me that Russia has a problem with the timely delivery of packages, and that it realistically can take 2 to 3 months for delivery. So, what happens now that you’ve refunded my money to the buyer, and he then gets the package in a few weeks? How can Ebay logically believe a buyer has control over another country’s postal services? If this shipment was within the bounds of the USA, I would promptly file a USPS claim and get my money back after Ebay takes my Paypal funds from me and returns it to the buyer. Additionally, during my conversation with John this morning, he asked me to tell the buyer to open an "Item Not Received" claim, and told me to escalate it when I was asked to respond to the claim. I feel so stupid now because I did not realize the implications, nor did I understand, that even though I can prove I shipped the package to Russia, Ebay has now happily seized my hard-earned money and given it back to the buyer. In speaking with “Jessie” at Ebay this evening, I was told that the buyer is “absolutely going to get his money back”, and Jessie even had the audacity to task me with tracking the package through the Russian Postal Service over the next few weeks, even though it would far easier for the buyer to navigate his country’s systems. I have written before about my displeasure with Ebay, and your company’s questionable policies regarding “Buyer Protection.” What about the Seller????
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