FORMAL COMPLAINT – €172 MISSING FOLLOWING AN INCORRECT INSTRUCTION GIVEN BY AN eBay ADVISOR | Community Mentor Help

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FORMAL COMPLAINT – €172 MISSING FOLLOWING AN INCORRECT INSTRUCTION GIVEN BY AN eBay ADVISOR

Hello,

I’m contacting you about an especially damaging error that occurred when a dispute with a buyer was settled.

The item concerned was a lot made up of a Game Boy and 8 collectible games, for an initial amount of €272.

I would like to point out that there were 12 bids on this listing and that several other bidders were willing to pay the €272 asked for the 8 games alone, without even including the Game Boy.

Despite this, in order to act in good faith toward the buyer who thought the Game Boy was included in the €272, I agreed to make a commercial gesture and give him a €50 discount on the lot.

My intention was therefore very clear: the initial amount was €272, I wanted to grant a €50 discount, and I should therefore have received €222.

Before making this change, I took care to contact eBay customer service to ask exactly what amount I should enter. I clearly explained to the adviser that I wanted to grant a €50 discount and that the final amount I wanted to receive had to be €222.

However, the eBay adviser told me to simply enter the amount of €222. I followed that instruction exactly.

The problem is that this action resulted in a €222 reduction instead of a €50 reduction. In the end I only received €50 for the 8 collectible games, whereas the amount I was supposed to receive was €222.

So I am missing exactly €172.

I have all the screenshots of my exchanges with the eBay adviser. They clearly show that I asked for advice BEFORE making the change, that I explained the situation, and that I followed the instructions given to me by your adviser.

I therefore formally request that eBay review the entirety of these exchanges and proceed with paying the €172 that is missing.

I understand that a mistake can happen, but in this specific case I contacted your customer service precisely before making the change in order to avoid any error. So I do not understand why I should have to bear the financial consequences of an instruction given by your own adviser.

Furthermore, since this change, I have had no further news from the buyer, whereas before he replied to me every day. It has now been more than two weeks that I have been trying to reach eBay in order to resolve this problem. I have sent around ten messages and I have received no concrete response or any real follow-up on my case.

I am simply receiving messages telling me that the sale is now over and that therefore there is no further action to take. However, the fact that the sale is considered finished cannot justify eBay refusing to review an error that results from an instruction given by its own adviser.

I followed the instructions I was given and I have the evidence to prove it. I am therefore asking that an adviser actually review my case and my screenshots, rather than sending me an automatic response.

For the record:

Initial amount: €272
12 bids on the listing
Several bidders willing to pay €272 for the 8 games alone
Commercial gesture I wanted to grant: €50
Expected final amount: €222
Amount actually received: €50
Missing amount: €172

This situation is extremely damaging and incomprehensible, especially since I acted in good faith toward the buyer and took the precaution of asking eBay for advice before making the change.

I am therefore asking you one last time to carry out a thorough review of my case, consult the exchanges with your adviser, and pay the €172 that is missing.

I would like a clear and concrete response regarding this claim, as well as an explanation of the solution proposed by eBay.

Kind regards,