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Old 09-18-2007
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Default Interview with Ebay employee

This should answer all of your questions!

Jim: What were your job duties at eBay?

eBay-Insider: During my employment at eBay, I worked in
several departments. As a Customer Support Rep, I
answered general support emails from members. I was
also on the phone team for a short while. Yes, eBay
DOES have limited phone support believe it or not! I
learned most of eBay's policies on the phone team
because we got calls from just about everyone for every
reason. I covered the globe in eBay Policies &
Procedures that way. I also had experience in the Safe
Harbor department where ending auctions and suspending
members made me feel quite empowered.

Jim: Do most eBay employees have an eBay account?

eBay-Insider: Actually ,it is an unwritten policy that
ALL eBay support employees have an eBay account. Part
of the hiring process requires that they have knowledge
of at least the buyer side of eBay. I'm sure they'll
say they do this so they can be sure each employee can
actually give first hand knowledge of how the site is
run and therefore provide better customer service, but
some will argue that this is not the best hiring
practice as many new employees have never even used
ebay until just before their interview. Others say it
only helps eBay to increase the number of registered
members for the analysts.

Jim: Thanks, I've always been curious about that...

Jim: How is the eBay site monitored for violations? Is
it really monitored only by eBay users or are there
eBay sponsored 'police' as well?

eBay-Insider: Both. EBay does rely on their users to
police the site. This "tattle tale" system is what eBay
used to solely rely on. In the last year or so, eBay
has created teams that target certain types of
auctions; this is a very proactive approach. eBay has
also developed their own applications that actually go
out and run searches for unique phrases and foul
language content (among other variables). A rep then
reviews the list of items that are captured and then
goes through to confirm and sort the violation and then
just copies and pastes the seller's ID into another
program which automatically ends all auctions or
suspends the users as appropriate. Some reps get a
great sense of satisfaction at doing this as it makes
them feel almost God Like.


User Tcho did say this too, so it must be true that tcho is an employee.

Jim: That's scary...God Like? Yikes!

Jim: How should you handle an email from eBay that
tells you that you've violated an eBay policy?

eBay-Insider: eBay does not like to point out exactly
what you are violating because it is costly to research
each auction for the exact guideline. There may not
even be an exact policy that covers your specific item
anyway. eBay won't tell you the exact guideline in the
policy that you violated. Instead, they'll send you the
guidelines and just remind you to follow them and hope
that you can determine the violation on your own.
Most users don't think they've done anything wrong and
because they've seen the exact same listing on another
user's auction, they feel as if they are being singled
out or that eBay is out to get them. Thus, they become
defensive and rightly upset that they now have to
resubmit all of their auctions after they correct the
issue. This leads to hot headed emails to eBay's Safe
Harbor department and trust me, read 100 or so nasty
emails from upset users and you'll have NO problem
understanding why some reps just flat out don't reply
or reply with more bad news. The bottom line here is:
catch a rep on a bad day and be the brunt of his/her
frustrations!

Jim: So it sounds like your tone is important when
writing eBay - cooperation will take you far...

eBay-Insider: Yes

Jim: How hard is it to get you account back up and
running if it's been turned off (suspended)?

eBay-Insider: It depends on your infraction; it isn't
that difficult unless you are indefinitely suspended.
That can be nearly impossible. The clue here is to not
get all hot headed and defensive about your suspension.
The louder you yell, the slower they investigate
they're only human after all. Obviously, ebay wants
you as a member because you are a valuable revenue
stream for them, however, if you are a problem member
who is costing ebay money by using up their resources,
they will have to let you go.

Jim: How does eBay really feel about one user having
multiple eBay accounts?

eBay-Insider: Certainly, no one at eBay corporate will
frown upon you having multiple accounts after all, it
DOES make eBay "appear" to have more registered members
and that only helps eBay's image to investors.

Jim: Do Power Sellers really get preferential treatment
when it comes to eBay policy? It seems so...

eBay-Insider: Oh yes, many do. I know of one PS whose
feedback score got so high that eBay actually created
the top flying star icon just for him. He also got an
expense paid special invitation to visit with Meg and
tour the facility in San Jose and Salt Lake City. In
fact eBay now offers their Gold members health
insurance! Of course, they all still get that special
email account that is really answered within 2 hours
and Bronze/Gold members get a special phone number they
can call for immediate help. Gold members even get
their very own account manager to hold their hand
through just about anything.

Jim: What are the hottest categories on eBay (get the
most TRAFFIC - and bids)?

eBay-Insider: eBay MOTORS is the fastest growing
category since 1999 and ELECTRONICS is probably the
top-producing category for number of items listed (lots
of fraud in Electronic items so beware!) Collectibles &
Antiques still remain to be the hottest items traffic
wise on eBay. Oh, but wait - did I mention the other
side of eBay? The Mature Audience categories don't get
publicly counted but are THE #1 highest traffic source
on eBay!

Jim: I won't be going there..
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Old 09-18-2007
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Interesting…

Another employee who thinks they're god at eBay. Because of us, this guy has a job.
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Remember, god is dog spelled backwards.
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Curious...
what was the source of this interview?
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I have a plan for closing the books on all unsolved crimes...

Throw every one in jail :D:D:D:D
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Old 09-19-2007
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Okay, I just wanted to clear up a few things about this 'interview'.

1) The "God Like" feeling.

Remember this is coming from a GS rep turned TnS rep. So this means they finally got some real power/responsibility in eBay and it goes to their head. Those who've worked in TnS their whole time at eBay or worked in TnS more than a month can attest that it's the same old crap over and over. The "God Like" feeling dissipates very quickly.

2) "eBay won't tell you the exact guideline in the policy that you violated."

This is true, but for different reasons. The main reason we don't tell you what exact guideline you violated is because we can't tell members exactly what the guidelines are to get around a certain policy. Some policies toe a very fine line, and are very easy to get around. So if we were to turn around and tell you that you could get around (for example) linking to websites by saying 'go to my website for more information about the product', everyone would just get around the policy. Is it frustrating? Heck yeah. Do reps wish we could give out more info? Sure do! But it's not some arbitrary decision.

3) "some reps just flat out don't reply or reply with more bad news."

For the most part, bull**** on "don't reply". If a rep. doesn't reply they'll get knocked down on their Quality scores. Part of a rep's job review is based on Quality, so they can't not answer emails which need answering. The only time it is permissible to not answer an email is if they've already received an answer and been told that future emails won't be replied to about that issue. Of course there are some reps *cough* who will delete annoying or long emails which blabber on or have been replied to multiple times, but it doesn't happen nearly as much as this interview makes it seem.

4) Employees needing to have eBay accounts.

Obviously it's recommended, but I know many employees which don't have eBay accounts and there's no harm no foul. However if you want to advance into management or 'leadership' as it's called, then yeah there's that unwritten rule about needing an account. This only makes sense of course because they want people in management to have some actual experience with the site and how it works.

5) "A rep then reviews the list of items that are captured and then goes through to confirm and sort the violation and then just copies and pastes the seller's ID into another program which automatically ends all auctions or
suspends the users as appropriate."

This is a little outdated information. It's all done in the same program. And there are 'tiers' based on previous warnings in X number of days, the violation policy, # of auctions in violation, etc, to determine what action would be taken.

6) Powersellers getting preferential treatment.

Duh. We list it right on the site that as part of the powerseller program you get a dedicated phone line, as well as other perks. It's not a secret. But as everyone on this board should know, powersellers get suspended too. I've seen lots of you complain about it However I didn't think Bronze PSers get phone support, or anything really, because they're the bottom tier. We really don't give a crap about Bronze. Gold is better, but it's the Platinum and Titanium powersellers which bring in the $ and we bend over backwards for. This is more of a GS thing though so I could be mistaken about the Bronze thing...I just know in TnS Bronze means **** all.

And Modee, as for your mocking on the "rooting out fraud" bit. I know it's hard to believe, but we get rid of a TON of fraud every day on ebay. If it wasn't for the TnS teams, ebay would've been overrun by chinese/nigerian/romanian spammers and scammers a long time ago. Not to mention the regular joe coming in to try and make a quick buck on someone's expense. Your little community here of members who claim to be mistakenly or unfairly suspended compromises an extremely small percentage of the work we do behind the scenes.

That's all I have for now
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Old 09-19-2007
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I think Chris wrote this 'interview' by himself Funny to read though! :D
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No Imjustme I didn't write the interview myself.


And Tcho, no Ebay is not fighting fraud. All you are doing is shooting yourselves in the foot for rooting out the good sellers. There are still hundreds of scam artist on Ebay. Probably over 25% of Ebay sellers is scamming a buyer in some way.

And from what I see Ebay is still overrun by chinese/nigerian/romanian spammers and scammers. I got tons of spam everyday and I know of lots of sellers that have a ton of negatives from scamming people
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Quote:
Originally Posted by Chris Hanson View Post
Probably over 25% of Ebay sellers is scamming a buyer in some way.
ROFL. And next up on the pulling statistics out of your butt show...

Note how I never mention statistics unless I referenced a source?

Anyways, you don't have to believe me, I don't really care. But the amount of obvious, 'without a doubt' fraud cases we take down is astronomically high, compared to the few borderline possibly legitimate accounts that are suspended. I don't really understand what's so hard to believe about this, but that's how it is.
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Tcho, I can show you tons of sellers just off rip, that is scamming on Ebay. Dont you think if its that easy to do that there are alot more scammers on Ebay??


By scamming I mean selling bootlegs, counterfeits, imports, copies and more or not sending out items, Shill Bidding, Bid Shielding,Switch and Return, and ⊗⊗⊗⊗ and Reproductions.


But anyway here you --> scammers ebay - Google Search

You might can learn something..
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Quote:
Originally Posted by tcho View Post
ROFL. And next up on the pulling statistics out of your butt show...

Note how I never mention statistics unless I referenced a source?

Anyways, you don't have to believe me, I don't really care. But the amount of obvious, 'without a doubt' fraud cases we take down is astronomically high, compared to the few borderline possibly legitimate accounts that are suspended. I don't really understand what's so hard to believe about this, but that's how it is.
Little saying in the judicial world...better a thousand guilty men go free than one innocent man be jailed.

If the US gov. took EB's approach there would be no terroism for quite a while
because they would just nuke every 50-mile radius of a suspected hideout.

Based on EBs policy of killing some good accts just to get rid of some bad, I'm off to see if the user ID "Collateral Casualty" is being used:D :D :D :D :D
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Quote:
Originally Posted by tcho View Post
ROFL. And next up on the pulling statistics out of your butt show...

Note how I never mention statistics unless I referenced a source?
You want statistics? At LEAST 25 out of 52 Fendi Spy Bags listed currently are ⊗⊗⊗⊗. I'm sure there are more, but I didn't have time to open each listing
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Quote:
Originally Posted by DogFacedBoy View Post
Little saying in the judicial world...better a thousand guilty men go free than one innocent man be jailed.
This was stated first in a much more reliable source and much more poeticly too...in the bible.

Caiaphas' prophetic statement from John 11:50 "better that one man die for all the people than the nation should perish".

Nice twist on it though.
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Quote:
Originally Posted by Chris Hanson View Post
No Imjustme I didn't write the interview myself.


And Tcho, no Ebay is not fighting fraud. All you are doing is shooting yourselves in the foot for rooting out the good sellers. There are still hundreds of scam artist on Ebay. Probably over 25% of Ebay sellers is scamming a buyer in some way.

And from what I see Ebay is still overrun by chinese/nigerian/romanian spammers and scammers. I got tons of spam everyday and I know of lots of sellers that have a ton of negatives from scamming people
its a hit or miss right now with ebay they will take out the good with the bad.....like someone said collateral damage. with the new implemtation of the computer program with paypal you need to watch out once they link your paypal and ebay your gone for good no more registration with ebay unless you have phoney social for paypal. they will take down your paypal also along with your ebay they are getting better, better, and better everyday about taking people down. from my understanding thats an old ass interview....
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Quote:
Originally Posted by stealthdog View Post
This was stated first in a much more reliable source and much more poeticly too...in the bible.

Caiaphas' prophetic statement from John 11:50 "better that one man die for all the people than the nation should perish".

Nice twist on it though.
Isn't that kind of the opposite of what I said, but in a similar spirit.

I get a kick out of the handbag issue. People will get run just for listing an item that is regularily knocked off, but I recently saw an isoldit store that had in their mission statement that their main business is designer handbags. If they are an isoldit store shouldn't their main business be selling for others?
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Chris hanson...i believe what you quoted in the begininng of this thread is copyrighted material....said the pot to the kettle
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A little off subject but check this out. Halo Xbox Custome Sweeet! I'm trying to bid on it....

Halo 3 Spartan Master Chief Armor Costume Helmet Suit - (eBay item 170148309645 end time Sep-20-07 19:34:45 PDT)
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Quote:
Originally Posted by DogFacedBoy View Post
Little saying in the judicial world...better a thousand guilty men go free than one innocent man be jailed.

If the US gov. took EB's approach there would be no terroism for quite a while
because they would just nuke every 50-mile radius of a suspected hideout.

Based on EBs policy of killing some good accts just to get rid of some bad, I'm off to see if the user ID "Collateral Casualty" is being used:D :D :D :D :D
In the 'real' world, I agree with that. However eBay isn't operated by the same rules and laws as the 'real' world. You wouldn't believe how many emails I've received saying explicitly or implying that they have a right to sell on eBay and we're impeding on their "human rights". On eBay, you have no rights. You waived them all when you created your account and accepted the User Agreement which pretty much says we can suspend your account for whatever the hell we want to, and we're not responsible for any financial damages which may arise.

People need to understand that eBay isn't some kind of right and should be operated as a nation is, with a constitution and bill of rights, etc. Like it or not, eBay is looking out for themselves, both legally and financially. Now I don't like to get into legal talk, but as I understand it all our policies and guidelines are all approved by our legal team first. All suspensions and warnings which follow also have to follow certain criteria and contain certain proof or evidence which is handed down from 'legal'. We can't just suspend you because we don't like your user ID or because a rep. is having a bad day. Now whether all those policies are 'fair' is another matter, and whether they actually would stand up in court, who knows. Someone should test it, it'd be interesting. But until then...

From my short time on this forum I've come to the understanding that most people are suspended for PSUs (previously suspended users), i.e. being linked to an old suspended account. What people should understand, and I don't see how you could argue it, is that regardless of whether the old account was suspended fairly or unfairly, creating a new account is not allowed. If you create a new account, well you've just purposely gone against the rules, and what do you expect is going to happen? I understand that it's frustrating when you feel (legitimately or not) that your account is suspended unfairly, but breaking a very strict rule just because you don't agree isn't going to help matters.

That's not to say I don't like the idea of this forum. I think it's all pretty amusing that this exists and people are so passionate about eBay, one way or another. And hey, you guys help keep me employed, so thanks!
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Hehe. Ebay is getting sued for pp issues.
{he said waiving a pint drunkenly while gesturing the bar-keep for another}
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I'm sure we are all aware that is against EBay policy to register another account. However, EBay's failure to articulate correct reasons for suspension (like Dean Wormer's "double secret probation" in Animal House) or to provide enough support for suspended users leads to this discussion forum.

EBay has a responsibility to its sellers and buyers. As a PowerSeller, I can attest that EBay is slanted towards buyers and I really feel there has to be better service to the sellers (since they generate the fees), as well as providing enough protection to buyers.

When I was suspended again for being linked to an account that was suspended in 2004, I got e-mails that said they were looking at my resinatatement and needing further information and then an e-mail minutes later saying my reinstatement was denied. I was only reinstated weeks later because I was a powerseller, no ifs, ands, or buts.

While Ebay is its own littkle word with no civil rights, EBay should have a better process that is a little more transparent to the sellers. That's all.

I think people get so flamed about EBay because it's such a financial boon to some people. I used my EBay sales to save for my kids' tuition and when I was suspended, I was angry. I know I did wrong by having the other account, but when EBay didn't act on my appeal for a VERO suspension 3 years ago, they didn't have the courtesy of a response. I further appeales over time with no response, only to have a computer bump me off 3 years later.

EBay is a great business, I own shares in it. I just think that customer service for sellers is atrocious.
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Quote:
Originally Posted by Modee View Post
There is no "constitutional right" to EBAY, but it must abide by its own regulations or get sued, which it does. Often.

It also cannot force a monopoly when offering options for, say, credit card processing. Which is why it is getting sued over the PP issues.
eBay does allow other forms of payment, so if there is a lawsuit about PP issues I doubt it'll go far. You'll also note that most lawsuits against eBay haven't gone very far. The lawsuits which are making a 'dent' in policies are the ones that are being brought from Tiffany and other luxury brands about counterfeits beings old on eBay. This is why you've seen much more aggressive removal of listings and suspensions of accounts which sell these types of items (again, fairly or otherwise). BTAC = Building Trust by Attacking Counterfeits, a program started by eBay almost exclusively because of the big Tiffany & Co lawsuit.
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arysmith, you brought up some interesting issues which I wanted to address.

I think we all agree that not enough reasons are given for suspensions at times (most times). I've already mentioned why this is, giving out too much information so members can sneak past the policies while still breaking them. Is it fair? Probably not to some, but I suppose it's a cost of doing business.

The slanted towards buyers part. This is funny because it's only this year that eBay has really focussed on buyers. It's been all about sellers since eBay began. eBay has done everything to try to bring sellers in, and research found (there were nifty powerpoint slides about this) that we're losing the buyers we had! eBay was getting more and more of a bad rep for scammers and counterfeits, etc and buyers are getting scared off from the site. Sellers alone are not eBay. Without the buyers, they are nothing. Of course buyers alone aren't eBay either. We need both for everyone to be successful. So finally, for the first time in 10 years or so, eBay is trying to shift a bit of focus from supporting the sellers almost exclusively, to trying to improve the buying experience for the members which give all of us business. This is part of the reason why you're seeing bigger crackdowns on sellers (including powersellers) which have an "unacceptable" amount of complaints, as well as some policy changes regarding stores, and the new interface changes which are coming up.

I agree with you that there should be more transparency in regards to how you can appeal a suspension and more-so towards how the policies are implemented, but the battle is how eBay can do that while not giving away too much information to those who would abuse the system (and people would abuse the system!). If we tell you this, this and this is exactly what we look for in regards to a certain policy, then you'll have 1000 people creating accounts and getting around those policies while still breaking it. Is it fair that one legitimate guy who didn't know better gets suspended to keep those 1000 people off? Maybe, maybe not. Does it make sense for eBay's bottom line? I'd assume so.

Anyways, did you check out the stock price lately? It's been skyrocketing!! My options might actually be worth something soon, lol! Debating whether I should sell the stocks I own now or wait. I feel that magical $40 inching up!!!
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