18 January, 2007

One Stop Phone Shop

Sent: 12 Sep 2006
To: Customer Support <support@onestopphoneshop.co.uk>

I have received two cheques with regards to my August cash back claim (month 12), which was £68.50 for phone <Sony Ericsson#>, and £65 for phone <Nokia#>. However, both received cheques were for £65. Please forward the remaining balance of £3.50.

This regards Transaction <transaction#>, Customer <customer#>.

Yours Sincerely,



Date: 12 Sep 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Thank you for your email to OneStopPhoneShop.

We aim to fully respond to all emails within 5 working days and will be in contact with you soon, although at present we are experiencing an unprecedented volume of queries and as a result this may take longer.

If you feel that your query is of a more urgent nature, our Customer Service Team are available on 0871 423 0404 to take your call.

< misc details ... Please note that it is almost impossible to get through on their customer "service" number >



Sent: 20 Oct 2006
To: support@onestopphoneshop.co.uk

I have received two cheques with regards to my August cash back claim (month 12), which was £68.50 for phone <Sony Ericsson#>, and £65 for phone <Nokia#>. However, both received cheques were for £65. Please forward the remaining balance of £3.50.

This regards Transaction <transaction#>, Customer <customer#>.

Yours Sincerely,



Date: 21 Oct 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Thank you for your email to OneStopPhoneShop.

We aim to fully respond to all emails within 5 working days and will be in contact with you soon, although at present we are experiencing an unprecedented volume of queries and as a result this may take longer.

If you feel that your query is of a more urgent nature, our Customer Service Team are available on 0871 423 0404 to take your call.

< etc. >



Sent: 19 Nov 2006
To: support@onestopphoneshop.co.uk

I sent a query regarding my final cashback claim on 12 September. The reply was in the form of an automatic response saying "We aim to fully respond to all emails within 5 working days and will be in contact with you soon", but no such response was made. I sent a follow-up email on 20 October, which triggered the same automatic response, and I have not heard anything from you since.

Please cease ignoring this issue, and send a cheque for the £3.50 which you still owe me, otherwise I shall have to take further action.

Yours Sincerely,



Date: 23 Nov 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Dear

Thank you for your recent email.

I have looked into your account and can confirm that I have chase up this matter for you.
I have requested for this cheque to be sent out. Please allow 28 days to receive this.
I do apologise for this delay and any inconvenience this has caused.

We hope that you have found this information useful, however if we can be of any further assistance please do not hesitate to contact our Customer Service Team on 0871 423 0404 or contact customer support on support@onestopphoneshop.co.uk and we will be happy to help you


Kind regards



Sent: 10 Dec 2006
To: support@onestopphoneshop.co.uk

I purchased a Motorola L6 from you (O2) on 24 July. There was supposed to be an Auto Chequeback of £51 "credited within 90 days", but I have yet to see it. This is for Transaction 93305527, phone no. <Sony Ericsson#>, customer no. 44779469. Please could you tell me why this has still not arrived?

Yours Sincerely,



Date: 10 Dec 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Thank you for your email to OneStopPhoneShop.

We aim to fully respond to all emails within 5 working days and will be in contact with you soon, although at present we are experiencing an unprecedented volume of queries and as a result this may take longer.

If you feel that your query is of a more urgent nature, our Customer Service Team are available on 0871 423 0404 to take your call.

< etc. >



Date: 12 Dec 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Dear

Thank you for your recent e-mail.

I would like to start by apologising that you have not as yet received the auto cash back cheque you are due to receive within 90 days of
connection.

I have today forwarded your details to our direct credit team who will arrange for our headoffice to raise your cheque.

I apologise for the delay in receiving your cheque, this is due to a system error were some of our customers didn't receive there automated cheque. This has now being rectified and we are ensuring all customers will receive their direct credit as quickly as possible.

If you have any further queries please contact customer support on support@onestopphoneshop.co.uk and we will be happy to help you.


Kind regards



Sent: 14 Jan 2007
To: Customer Support <support@onestopphoneshop.co.uk>

I wrote to you on several occasions between 12 September and 19 November, regarding a £3.50 shortfall in cashback for phone <Sony Ericsson#>. You finally replied on 23 November, promising that a cheque has been sent out, and that I will receive it within 28 days. This has still not arrived.

On 24 July, not yet being aware of the depths of your dishonesty, I purchased a new phone <Motorola#>. The chequeback of £51 never arrived, and I wrote to you about this on 10 December. You replied on 12 December, promising that a "system error" "has now being rectified", but I have still not received this chequeback.

If these issues are not rectified promptly and satisfactorily, I shall be forced to take the matter further with OFTEL and/or the courts.

Yours Sincerely,



Date: 14 Jan 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Thank you for your email to OneStopPhoneShop.

We aim to fully respond to all emails within 5 working days and will be in contact with you soon, although at present we are experiencing an unprecedented volume of queries and as a result this may take longer.

If you feel that your query is of a more urgent nature, our Customer Service Team are available on 0871 423 0404 to take your call.

< etc. >



Date: 18 Jan 2007
From: "Customer Support" <support@onestopphoneshop.co.uk>

Dear

Thank you for your recent email.

I have looked into your account and can confirm that your cash back amounts for the number <Motorola#> are :


Motorola L6 on O2 125 with £3300 Cashback
Change Date : 2006-07-21
Total Amount : 300
Description : 300 cashback
Direct Credit : 51
Network Contribution : £30
Month 4 Amount : £383
Month 8 Amount : £383
Month 12 Amount : £383

I can confirm that your auto cheque £51 has been raised today, and the only cheque that you have claimed for is £83 on 11th December which has been sent out to you.

I hope that this has answered your query for you.

We hope that you have found this information useful, however if we can be of any further assistance please do not hesitate to contact our Customer Service Team on 0871 423 0404 or contact customer support on support@onestopphoneshop.co.uk and we will be happy to help you

Kind regards



Sent: 20 Jan 2007
To: Customer Support <support@onestopphoneshop.co.uk>

Thank you for raising my auto cheque of £51; I hope that this time, it actually arrives.

As regards to my claim for £3.50, this relates to a cashback claim last August. This was for £68.50 and £65, but two £65 checks were sent. You actually promised to send this an email on 23 November, but it never arrived.

Yours Sincerely,



Date: 20 Jan 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Thank you for your email to OneStopPhoneShop.

We aim to fully respond to all emails within 5 working days and will be in contact with you soon, although at present we are experiencing an unprecedented volume of queries and as a result this may take longer.

If you feel that your query is of a more urgent nature, our Customer Service Team are available on 0871 423 0404 to take your call.

< etc. >



Date: 25 Jan 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Thank you for your recent e-mail.

The information you have provided us with is unfortunately not enough for us to identify your account. Please can you send us one or more of the following:

Your One Stop Phone Shop account or transaction number.
Your order i.d. number.
Your full name, address and post code.

Once we receive this additional information we can look in to solving your query.

We hope that you have found this information useful, however if we can be of any further assistance please do not hesitate to contact our Customer Service Team on 0871 423 0404 or contact customer support on support@onestopphoneshop.co.uk and we will be happy to help you.

Kind regards,



Sent: 27 Jan 2007
To: Customer Support <support@onestopphoneshop.co.uk>

My email referred to customer <customer#> transaction <transaction#>. My address is ----------.

Yours Sincerely,



Date: 27 Jan 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Thank you for your email to OneStopPhoneShop.

We aim to fully respond to all emails within 5 working days and will be in contact with you soon, although at present we are experiencing an unprecedented volume of queries and as a result this may take longer.

If you feel that your query is of a more urgent nature, our Customer Service Team are available on 0871 423 0404 to take your call.

< etc. >



1 Feb 2007

Received a cheque for £51.

Progress ...



Sent: 11 Feb 2007
To: Customer Support <support@onestopphoneshop.co.uk>

Regarding: Transaction <transaction#>, Customer <customer#>.
Address: ----------.

On 29 July '05, I purchased two phones from you; a Sony Ericsson (<Sony Ericsson#>), and a Nokia 6630 (<Nokia#>). Both of these phones came with a series of cashback offers; month 12 (August '06) was £68.50 for the Sony phone, and £65 for the Nokia. However, you sent two cheques of £65 each, a shortfall of £3.50.

On 12 September '06, I wrote to you about this shortfall in cashback. You ignored this email, so I wrote again on 20 October, and again on 19 November. On 23 November, you finally replied, promising a cheque within 28 days.

This did not arrive, so I wrote again on 14 January. Your reply on 18 January completely ignored the problem which I had written about, so I responded with further clarification (i.e. repeating what I had already told you) on 20 January.

On 25 January, you asked for a repeat of identifying information which I had already given you, even though all my emails are digitally signed. I sent you this on 27 January, and have not heard from you since.

Please stop evading this issue, and start acting like a mature, responsible company.

Yours Sincerely,



Date: 11 Feb 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Thank you for your email to OneStopPhoneShop.

We aim to fully respond to all emails within 5 working days and will be in contact with you soon, although at present we are experiencing an unprecedented volume of queries and as a result this may take longer.

If you feel that your query is of a more urgent nature, our Customer Service Team are available on 0871 423 0404 to take your call.

< etc. >



Date: 13 Feb 2006
From: "Customer Support" <support@onestopphoneshop.co.uk>

Thank you for your recent email.

Firstly, please accept our apologies for the level of service you feel you have received.

I can confirm a cheque of £3.50 has been raised for the shortfall in your final cash back. This is for number <Sony Ericsson#> and can be expected within approximately 14 working days. However, the number of was in fact correct at a value of £65 according to the deal you took the phone out on.

I hope this rectifies any issues you may have had. If you any further queries do not hesitate to contact us by email at support@onestopphoneshop.co.uk or by contacting our customer services team on 0871 423 0404.

Kind regards



Date: 23 Feb 2007

Success! A cheque for £3.50 arrived.

16 January, 2007

eBay

As usual, I've scrubbed personally identifying information. Some of my "emails" were actually sent through the eBay message console, hence the terseness. I've omitted the automated (and useless) replies received from eBay before I finally got through to a human.



Sent: 1 Nov 2006
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Item numbers:
YYY
XXX

I opened disputes on the initial sale of these items (to recover the Final Value fee) after having to sell them by second chance. The dispute console remained in a state of waiting for the buyer to respond, until the disputes were abruptly closed by eBay because 60 days had passed. I reported the failure of these sales long before this deadline had passed; why is it now saying that "The reporting period has elapsed"?



Date: 02 Nov 2006
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for writing to eBay. I'm Andrew and I appreciate the opportunity to assist you.

I understand that you feel that as the item number YYY and XXX was not paid for the Final Value Fee should be credited.

Please understand that as soon as an item is sold eBay charges Final Value Fee, however, if the buyer does not pay for the item then the seller can always file and Unpaid Item Dispute in order to receive Final Value Fee credit. By filing an Unpaid Item Dispute sellers receives Final Value Fee credit and buyer receives a Unpaid Item Dispute strike. However, this should be done within 45 days after the listing ends and closed and the dispute must be closed.

As you are new to eBay and did not know this process, I have forwarded a credit request of £1.60 and £1.36 as a goodwill gesture. You account will soon be credited with this fee.

For more information on Unpaid Item Disputes, please visit the following page:

http://pages.ebay.co.uk/help/tp/unpaid-item-process.html

I trust that this information has been useful to you. If you have any further questions please do not hesitate to contact us again.

Kind regards,



Sent: 18 Nov 2006
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

When will these credits appear in my account? I have not been able do identify them.



Date: 19 Nov 2006
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for writing to eBay. My name is Kevin and I understand that you would like to know when the credit will be posted to your account.

I have reviewed your account and can confirm that the Final Value Fee charged for item number YYY has been credited to your account on 16th November. You can confirm this from your account status page. The credit for item number XXX will be posted to your account as soon as possible.

We greatly appreciate your patience and understanding in this matter.

Kind regards,



Sent: 10 Dec 2006
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Where can I find the FVF credit for XXX?



Date: 11 Dec 2006
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for writing to eBay. My name is Keith and I appreciate the opportunity to assist you with the item XXX.

I understand that you would like to know where you can check the Final Value Fee of item XXX.

You can check the FVF from the dispute console, I have provided the steps for the same. Also, you can check the Account Status Page to verify if the credit for the Final Value Fee has posted to your account.

To view your Unpaid Item disputes, please follow these steps:

1. Go to My eBay. You may need to sign in.
2. Click the "Dispute Console" link on the left side of the page.
3. Click the "Unpaid Items" link on the left side of the page.

A *blue* check mark next to the item indicates that it's eligible for credit. If you close a dispute that is not yet eligible for credit, you won't receive a credit. I verified and found out that the dispute was ended as the reporting time period had elapsed. I have included a link which will provide you with more information about the Unpaid Item Process.

http://pages.ebay.co.uk/help/tp/unpaid-item-process.html

You can review any credits and fees from your account and invoices any time by viewing your account status in your My eBay. Please note that you may need to sign in again to view your invoices or account status page. Any credits will reflect with a negative balance.

To view your account status page or invoices please follow the steps below:

1. Click "My eBay" at the top of the eBay homepage.
2. Click "Seller Account" under "My Account".
3. Select "View invoice" or "View account status" under "My Seller Account Summary".
4. Click "View account status".

The next page will display your account status. If you wish to view a previous invoice, select it from the drop down menu.

I trust that this information has been useful to you. If you have any further questions please do not hesitate to contact us again.

Kind regards,



Sent: 12 Dec 2006
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Please check the quoted message from eBay Customer Support (Keith Doyle); he says that "The credit for item number XXX will be posted to your account". You seem to say that this will not happen; please explain the justification for this retraction.

Yours Sincerely,



Date: 13 Dec 2006
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for your email. I understand you wish to get the fee credit for the item XXX.

I can see that the credit for the item XXX has not been credited to your account so I have escalated the matter and this will get resolved soon.

I hope this information is helpful. I wish you success buying and selling on eBay in the future.

Kind regards,



Sent: 26 Dec 2006
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

It is now almost two months since the FVF refund for item XXX was promised. When will it arrive?



Date: 26 Dec 2006
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for your email about Final Value Fees you have been charged for your item XXX.

You have contacted us from email address <scrubbed>. I have checked your account and I noticed that you have not listed your item XXX from the above email address.

To allow us to help you, please contact us from the eBay user id from which you have listed your item XXX.

Once we have received this we will be more than happy to help you. Wish you a Merry Christmas and happy new year.

Kind regards,



Sent: 26 Dec 2006
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

I am sending this from My eBay, ID <scrubbed>, not my email. The item appears in my September invoice (item date 20 Aug).



Date: 27 Dec 2006
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for your email. I understand your concern credit for item number XXX.

I appreciate your effort for bringing this to my attention and I am happy to help.

I am sorry to hear that your item number XXX has been ended by eBay and one of my colleague have forwarded credit request for all the fees to our concerned department for considering a credit. I can certainly understand your frustration in this matter. However, I assure you that credit request is already under process. Please understand that there are certain procedures while issuing a credit, which have to be followed. Please be assured that your credit will be processed on priority basis.

I trust this information is helpful and wish you all the best for your future trading on eBay.

Kind regards,



Sent: 14 Jan 2007
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

It is now 2.5 months since I was promised a FVF refund for item XXX. Are the "certain procedures" you refer to "ignore our responsibilities until the customer gives up arguing"?



Date: 15 Jan 2007
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for writing to us. I appreciate the opportunity to assist you with your concern about the Final Value Fee credit of the item number XXX.

On reviewing your account and other details, I found that you have already filed an Unpaid Item Dispute for your item number 9109221856. I further noticed that this dispute has been closed for the following reason:

'The reporting period has elapsed'.

You have therefore, not been granted the Final Value Fee credit for this item. I am sorry to inform you that once an Unpaid Item Dispute is closed, it cannot be reopened. Also, you can file an Unpaid Item Dispute only once per item. In this case, I would be unable to grant you the Final Value Fee credit.

I trust this information is helpful and wish you all the best for your future trading on eBay.

Kind regards,



Sent: 17 Jan 2007
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

You have already promised this refund four times; on 2 November, 19 November, 13 December and 27 December. In order to help you escape from eBay's local reality distortion zone, I have documented our exchange of emails at
http://hackerslament.blogspot.com/2007/01/ebay.html

Yours Sincerely,



Date: 18 Jan 2007
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for contacting us back regarding the fee refund.

I realise your concern in this situation and I will investigate this further for you.

I have reviewed your account and can see that you have been granted the fee credit for the item on November 16th.

<Item Description> Final price: £31.00

(Auction)Ref # --- YYY Final Value Fee -£31.61

You can review your account and invoices any time by viewing your account status in your My eBay. Please note that you may need to sign in again to view your invoices or account status page.

To view your account status page or invoices please follow the steps below:

1. Click "My eBay" at the top of the eBay homepage.
2. Click "Seller Account" under "My Account".
3. Select "View invoice" or "View account status" under "My Seller Account Summary".
4. Click "View account status".

The next page will display your account status. If you wish to view a previous invoice, select it from the drop down menu.

You need to leave this negative balance on your account to be used towards future listing fees as fee cannot be refunded to any payment method when it is generated due to Eucation or Courtesy credit.

I hope this information answers your question. Thank you for using eBay.

Kind regards,



Sent: 20 Jan 2007
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Yes, the FVF for item YYY was credited on 16 November, thank you. I applied for a FVF credit for item XXX at the same time (in my 1 November email), and your response on 2 November was to promise a refund of both. However, only the refund for YYY was applied.

My last email to you specified that I was enquiring about the FVF fee for XXX. I am confused as to why you responded with historical information about YYY.

Yours Sincerely,



Date: 21 Jan 2007
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for taking the time to write back to us regarding Final Value fee credit for your unsold item. I am happy to assist you with this.

I understand you're anxious to get a Final Value Fee credit after the buyer backed out of this sale.

I've checked your account and you haven't received a Final Value Fee credit for this sale because your dispute closed automatically 60 days after the end of the listing.

To claim a credit for an Unpaid Item you must close the dispute less than 60 days after the end of the listing. If you don't close the dispute yourself it will close automatically without a credit.

We feel that 60 days is a fair amount of time for the buyer and seller to try to resolve the problem. It also allows for personal difficulties or computer problems that might temporarily prevent you from closing the Unpaid item Dispute.

We don't automatically credit Final Value Fees after 60 days because sellers generally only leave disputes open for this length of time if a Final Value Fee credit is no longer required (for example, if the buyer ended up purchasing the item).

Unfortunately we can't reopen a dispute or credit Final Value Fees once a dispute has automatically closed.

I'm sorry if this isn't the answer you were expecting. I hope you have more success buying and selling on eBay in the future.

Kind regards,



Sent: 21 Jan 2007
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

This is, in fact, the answer which I was expecting.

2 November: You promised to refund the FVF for item XXX.

19 November: You wrote that "The credit for item number XXX will be posted to your account as soon as possible."

11 December: You implied that I would not receive this credit, completely ignoring your previous promises.

13 December: You responded to my query with "I have escalated the matter and this will get resolved soon".

26 December: Your escalators seem to have broken, but when I asked for an update, you responded with "I assure you that
credit request is already under process. ... Please be assured that your credit will be processed on priority basis".

15 January: You reverted to denying that any of this had taken place.

18 January: You responded with information about item YYY, while saying nothing about the subject of my query,
item XXX.

21 January: You have again reverted to ignoring this entire sequence of events.

Please note that, in order to carry out business with the public, you must legally fulfil a number of requirements. Two of them are:

  • Deal honestly with your customers.

  • Execute your business competently and professionally.


You are in gross violation of both.

Yours Sincerely,



Date: 22 Jan 2007
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for your email. I understand your concern about the credit being not yet posted on your account.

I understand that you have waited for so long for the credits promised earlier to be posted to your account but which is not yet done. I sincerely apologize for the delay in receiving a credit and any inconvenience caused to you because of this.

I am happy to assert that your Final Value Fees credit request of £1.36 related to item number XXX is now again forwarded to the concerned department and the same will be posted to your account on priority.

Thank you for your patience and understanding. Please let us know if we can be of any further assistance.

Kind regards,



Sent: 28 Feb 2007
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

It is now over a month since you promised that my FVF "will be posted to your account on priority". How long do priority credits take?



Date: 2 Mar 2007
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for contacting us with your concern regarding the credit of the fees for the Item number XXX.

On reviewing your account, I can confirm that the credit request was forwarded by my colleague on the 22nd January 2007. Please be aware that, we have to follow certain policies and procedures when issuing a credit. As such, we cannot provide you with the exact date on which the fee will be credited. I'm afraid that these may not show on your account for a while and that an invoice may be issued to you in the meantime.
Please let me assure you again that we don't expect you to pay the fees for this listing.

Once the fees are credited, you can see the credit on your account status page in My eBay. Here's how:

1. Click "My eBay" at the top of the eBay homepage.
2. Click "Seller Account" under "My Account".
3. Select "View invoice" or "View account status" under "My Seller
Account Summary".
4. Click "View account status".

The next page will display your account status. If you wish to view a previous invoice, select it from the drop down menu.

Note that the fees for the listing aren't deleted from your seller account -- instead, your account status page and your invoice show both the fees and our subsequent credits for each item. All credits will be denoted by a negative (-) sign.

I hope that this information is helpful. Please let us know if we can be of any further assistance.

Kind regards,



Sent: 15 April 2007
To: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

eBay United Kingdom Customer Support wrote:
> Thank you for contacting us with your concern regarding the credit of
> the fees for the Item number XXX.
>
> On reviewing your account, I can confirm that the credit request was
> forwarded by my colleague on the 22nd January 2007. Please be aware
> that, we have to follow certain policies and procedures when issuing a
> credit. As such, we cannot provide you with the exact date on which the
> fee will be credited. I'm afraid that these may not show on your account
> for a while and that an invoice may be issued to you in the meantime.
> Please let me assure you again that we don't expect you to pay the fees
> for this listing.

It is now over five months since the FVF refund was originally promised (2nd November). What "policies and procedures" are holding up this simple refund? Must a refund be signed off by every employee and registered user of eBay in turn? Have you outsourced your credit processing to civil servants? Or has a government bureaucracy trained your staff to their exacting standards of incompetence and procrastination?



Date: 15 Apr 2007
From: eBay United Kingdom Customer Support <ukcswebhelp@ebay.com>

Hello,

Thank you for writing back to us. I understand that the Final Value Fee charged on the item XXX have not yet been credited back to your account. I regret the inconvenience caused to you because of this. I will be glad to look into this matter and do my best to resolve your query to your satisfaction.

We apologise for the delay in crediting the fees. I have now credited the Final Value Fee charged on the above mentioned item. Below are the credit details that reflects on your account.

<Desciption of XXX>

At present your account is in a credit balance of £2.97. This means that eBay owes this amount to you. You can use this credit balance towards listing items on eBay. Till the time your account is in credit balance you are not liable to pay any fees to eBay.

To confirm the credit, I would suggest you to view the account status page. You can review your account and invoices any time by viewing your account status in your My eBay. Please note that you may need to sign in again to view your invoices or account status page.

To view your account status page or invoices please follow the steps below:

1. Click "My eBay" at the top of the eBay homepage.
2. Click "Seller Account" under "My Account".
3. Select "View invoice" or "View account status" under "My Seller
Account Summary".
4. Click "View account status".

The next page will display your account status. If you wish to view a previous invoice, select it from the drop down menu.

Unfortunately, attachments are automatically deleted by our email system for security reasons. Please copy and paste the content of your attachment into your message and contact us again with this information via our Help system.

Here's how to access our Help system:

1. Go to the eBay site.
2. Click "Help" at the top of the page.
3. Click "Contact Us" on the left hand side.

Choose the most appropriate category for your question. The next page will have links to relevant help pages and below that will be the link to email Customer Support.

Again apologies for any upset caused. If you have any further questions please feel free to contact us.

Kind regards,



Conclusion: eBay behave if, and only if, you insult their staff.

(Note: the attachment referred to is my digital signature.)