eBay online shopping & selling

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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TOP INSIGHTS

A weekly roundup of eBay online shopping & selling's key feedback

Seller Disadvantage

Many sellers feel eBay's policies heavily favor buyers, leading to situations where sellers are forced to accept returns or refunds even when they suspect fraudulent claims. Approximately 30% of users express frustration over this imbalance, feeling unprotected and financially vulnerable.

I sold a computer, and the buyer returned an empty box, but eBay still refunded them and charged me for shipping.

Ineffective AI Support

Users report that eBay's AI-driven customer support is inefficient, often requiring lengthy interactions before reaching a human who can resolve issues quickly. Around 15% of users are dissatisfied with the AI support, finding it a waste of time and resources.

It takes an hour to get through the AI, but a human solves the problem in 10 seconds.

Notification Issues

The app's notification system is inconsistent, with users either not receiving important alerts or getting irrelevant ones. This affects about 20% of users, leading to confusion and missed opportunities.

I didn't get notified of a sale, but received alerts for bids on items I only watched.

High Fees and Charges

Sellers are frustrated with eBay's high fees and additional charges, which significantly cut into their profits. Approximately 25% of users complain about the financial burden of these fees, feeling that they are excessive and unfair.

eBay takes a large cut of my sales, and I have to pay out of pocket for refunds.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Amazon

Amazon receives mixed feedback, with users praising its convenience, product variety, and customer service, but criticizing recent app updates, high prices, and shipping issues. Many users express frustration with the new preview feature and lack of dark mode, while others appreciate the ease of shopping and Prime benefits.

#2 RUNNER UP

Etsy

Etsy is generally well-received for its unique and handmade products, with users appreciating the platform's support for small businesses and the variety of items available. However, some users are frustrated with recent app changes, such as issues with saving favorites and AI-generated listings, which detract from the overall experience.

#3 Straggler

eBay online shopping & selling

eBay receives predominantly negative feedback, with users expressing dissatisfaction with seller support, high fees, and issues with scams and returns. While some users appreciate the platform for niche items and sales, many are frustrated by the lack of customer service and perceived bias towards buyers.

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Nuggets

Major Highlights of the Week

Seller Disadvantage

Sellers face significant challenges with eBay's return policies, often resulting in financial losses due to forced refunds and fraudulent buyer claims. The platform's bias towards buyers undermines seller trust and loyalty.

I sold a computer, and the buyer returned an empty box, but eBay refunded them and charged me for shipping.

AI Support Frustration

The AI-driven customer support system is inefficient, causing delays and frustration as users struggle to resolve issues that could be quickly handled by human agents. This inefficiency leads to dissatisfaction and wasted resources.

It takes an hour to get through the AI, but a human solves the problem in 10 seconds.

Notification Issues

Users experience unreliable notifications, receiving alerts for irrelevant activities while missing critical updates like sales confirmations. This inconsistency disrupts user engagement and trust in the app's functionality.

I missed a sale notification but got alerts for bids on items I only watched.

Fee Transparency

The lack of transparency regarding fees, such as unexpected cancellation charges, frustrates sellers and diminishes their confidence in the platform's fairness. This issue contributes to a perception of eBay as profit-driven at the expense of user satisfaction.

I was charged $58 to cancel my store subscription after a year without prior notice.

Inconsistent Interface

Frequent changes to the app's interface, such as the listing section, confuse users and disrupt their workflow. This inconsistency leads to frustration and a negative user experience.

The listing section has a new interface every week, making it confusing to use.

Scammer Vulnerability

eBay's current systems inadequately protect against scams, allowing fraudulent activities to persist and erode user trust. Sellers report significant losses due to scams and insufficient support from eBay.

I was scammed with counterfeit items, and eBay offered no protection or recourse.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Seller Disadvantage

AI Support Frustration

Notification Issues

Fee Transparency

Inconsistent Interface

Frequent changes to the app's interface, such as the listing section, confuse users and disrupt their workflow. This inconsistency leads to frustration and a negative user experience.

Scammer Vulnerability

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been a seller on eBay for 6 months, and eBay forced me to refund an item even though I don't accept returns. This experience has made me lose trust in eBay as a platform for sellers.

3000gt racer

I sold a computer, and the buyer returned a box with sharpies instead. eBay sided with the buyer, leaving me without my product or money. This platform seems to favor scammers over honest sellers.

Hmmm idk....

The app's new interface is confusing, and notifications are unreliable. I missed a sale notification and received irrelevant alerts about bids on items I only watched. This inconsistency makes managing sales difficult.

Farley213

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The quotes of the week

Hear from some of the most impactful users to drive changes

I've been a seller on eBay for 6 months, and eBay forced me to refund an item even though I don't accept returns. This experience has made me lose trust in eBay as a platform for sellers.

Candice Wu

App Store

I sold a computer, and the buyer returned a box with sharpies instead. eBay sided with the buyer, leaving me without my product or money. This platform seems to favor scammers over honest sellers.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

eBay online shopping & selling

Top Insights This Week

Seller Disadvantage

Ineffective AI Support

Notification Issues

High Fees and Charges

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts