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Unfortunately, her positive screen presence also caught the attention of identity thieves. They prey upon powersellers, she said, because they can use their pristine account feedback and ratings to facilitate bogus sales.
Someone sent her a fraudulent e-mail last November, the woman explained, that was identical to one she received from eBay when she first started selling. The message requested she resubmit her account information for the coming year. She happily obliged, as the e-mail looked official.
Shortly thereafter, her password was changed, and she was locked out of her own account. She watched helplessly while an identity impostor sold items under her screen name and tarnished her stellar, power-seller status by not sending the items they promised.
Buyers started posting negative feedback, and canceling payment. EBay security noted the suspicious activity, and e-mailed her immediately, but the damage had already been done.
She attempted to contact eBay repeatedly, hoping they could help her locate the person that racked up $800 worth of sellers fees in her account, and caused her to lose three months worth of sales. Although eBay apologized via e-mail and adjusted her fees and negative feedback ratings, she was frustrated that she "never got to live chat with anyone" about her predicament.
Although Hani Durzy described identity theft as only a "small problem" on eBay, he said the woman’s story fits the profile. He explained that thieves typically target sellers with a good reputation, and "list something that will draw a lot of attention from other eBay users," like a motorcycle.
Durzy explained that eBay is making an effort to encourage users through its nationwide universities and a protective Account Guard feature on the eBay toolbar, to "recognize, reject, and report spoof e-mails back to us."
The eBay security center, he emphasized, can be accessed from any page on eBay or PayPal, its payment system, and contains "an anti-spoof tutorial, and information on how to protect yourself." He stressed that users should "never respond to an e-mail that asks for your password" or credit card, or wire money to a seller, because it can’t be tracked.
Upon notification of a takeover, he said eBay disables the account in question to prevent fraudulent transactions. EBay is also willing to "share information with law enforcement if they are pursuing a case," and has implemented an online form, designed "specifically for use by law enforcement," to encourage this type of communication, he said.
Despite her unpleasant experience, the seller has gotten back into the rhinestone saddle. Equipped with a new screen identity and awareness, she said she is willing to try again.
"There are risks in every job," she reasoned. "I love doing it. I was making really good money all over the world," she exclaimed.
Kassab also cherishes his career, saying he "wouldn’t change it for the world." He is optimistic about a future with eBay. The online marketplace, he believes, will retain its popularity as long as there is memory-producing merchandise, and people to purchase it.
