Press Release: April 12, 2020
eBay UK is crippling a small retail business
imagex is a local photographic retailer in Bicester, Oxfordshire who also sells stock on-line through many sites including eBay, primarily for sales of used, rare and collectible photographic equipment.
On December 12th 2019, imagex received a low-value order through eBay for a rare camera battery from a customer in Berkshire, and this was shipped it out on the same day the order was received, by 1st Class Recorded Delivery.
Two weeks later, eBay opened a ‘Non-Delivery’ case because the buyer reported the battery hadn’t arrived, and sure enough, the Royal Mail tracking number showed it had been accepted at the local Post Office, but no further information was there, so imagex requested Royal Mail to trace the missing package.
During this trace the buyer was repeatedly contacted to assure them the trace was proceeding. However, on 7th January, eBay closed the case and refunded the buyer, despite the Royal Mail trace still being in progress.
imagex attempted to appeal this case closure, but eBay simply repeated their standard mantra : they could do nothing without a signed proof of delivery, and they dismissed the appeal in the buyer’s favour.
On 20th February, imagex received a message from the buyer to report Royal Mail had just delivered the missing package, over two months after it had been shipped, and the buyer had signed for it; this signed-for delivery was now clearly shown on the Royal Mail website.
So imagex immediately contacted eBay, and commenced a long series of pointless messages in which every eBay response simply kept repeating this case could not be re-opened because more than 30 days had passed since the closure of the original case, despite all the previous messages.
However, this one case outcome has negatively affected imagex’s ‘Seller Status’ with eBay, and they are now limiting selling to a maximum of 140 items in any month, which is far less than imagex usually sells, and right now they obviously need to sell a lot more items to generate income while their retail store is closed during the current emergency.
eBay UK’s attitude is crippling this small local business and seriously threatening their survival in the current crisis, simply because Royal Mail took two months to deliver one of their packages, which was not their fault.
As eBay simply aren’t listening to imagex, or giving any consideration to their position, imagex are making this more public appeal in the hope someone in the company will take notice. As a long-term seller with over ten years selling history and many thousands of successful transactions through eBay.co.uk, imagex need not mention the many thousands of pounds they have paid to eBay in fees over all these years, as all eBay sellers have to do.
eBay seller name : imagex-sophoto
Contact: Robert Peckham, Director, Imagex Bicester Limited - www.imagex.co.uk
Tel 07956 310778 Email firstname.lastname@example.org