Some background about our company: Swappa (http://swappa.com) is a marketplace that allows users to act as sellers and post listings to sell mobile devices (e.giPhones, iPads)Other users can act as buyers and purchase a listing, paying the seller directlySwappa does not sell phones and is not a middle-man to the transactionWe are just a facilitator for sales, and we receive a small amount for each successful transaction for our services of hosting the site, advertising the listings, etcWhile Swappa does review listings and undertake extensive anti-fraud measures as part of our service, the seller is paid directly from the buyer and is responsible for ensuring the accuracy and fulfillment of their listing and saleAll users the site know and understand this before buying or selling, per clear documentation and our terms of use.In regards to the complaint: [redacted] did not buy a cell phone from Swappa and did not pay us $as suggestedRather she bought a device from another user of the site, a seller named Sondov who used Swappa's site to advertise their listingThe phone bought by this user was as advertised when receivedHowever, the device became "blacklisted" a few months later through no fault of Swappa[redacted] was the victim of someone else's fraud, not a victim of Swappa's serviceUnfortunately she seems to misunderstand the role of our site and this misunderstanding has caused a misguided reviewHer displeasure should actually be targeted at the seller who she paid and maybe even PayPal who offers the buyer protections, but not Swappa.While it is impossible for Swappa to prevent a situation like this, it is something we take very seriously and are working to remedy with the effected parties [redacted] has already been refunded the small service fee paid to Swappa for the transactionAnd appropriate action has been taken against the sellerWe continued to work with the buyer and the seller of the problematic device to try to get a full refund from the offending party.Ref: [redacted] This complaint against our company is unwarrantedPlease let us know if you have further questions or anything else we can provide to consider this matter resolvedThank you.Best regards, [redacted] Swappa, LLC
Good day,Recently Swappa, LLC received notice from the Revdex.com of a complaint filed against our company dated March 25, The complaint was filed by R Lewis and has a Revdex.com Complaint ID of [redacted] ( [redacted] ).Some background about our company: Swappa (http://swappa.com) is a site that allows sellers to post listings to sell mobile devices (e.giPhones, iPads)Other users can act as buyers and purchase a listing, paying the seller directlySwappa is not a middle-man to the transaction, just a facilitator, and we receive a small amount of each successful transaction for our servicesWhile Swappa does review listings and undertake extensive anti-fraud measures as part of our service, the seller is responsible for ensuring the accuracy and fulfillment of their listing and saleAll buyers of the site know and understand this before buying or selling per clear documentation and our terms of use.The customer's complaint stems from a transaction (ref: YTB768) with another user on our siteThe buyer is the one who filed the complaint (R Lewis) and the seller was another user of Swappa, but not an employee or agent (or ever represented as such).While the writing of the complaint makes it very difficult to decipher exactly what is alleged, there are numerous incorrect and untruthful statements throughout, including but not limited to: [redacted] That Swappa is an "agent" of the salesThis is not true and copious documentation on our site and Terms of Use explicitly states the contrary[redacted] That Swappa is like a pawn shopThis is false, we are not in anyway like a pawn shop and the comparison is inaccurate and unhelpful[redacted] That Swappa allows activity that is not legalThis is absolutely and to state otherwise is irresponsible.The Revdex.com complaint's "Desired Settlement" section states: "Refund of $from the seller and/or his acting agent Swappa LLC or [redacted] acting CEO..." This suggestion is absurdThe buyer paid Swappa $which has already been refunded in full (before the time of complaint)Swappa was not an "acting agent" for the seller, and mentioning an employee of our company who had nothing to do with the transaction as potentially personally liable is inappropriate (to say the least).Further, the buyer paid the seller in the transaction $(not $700+) and the buyer has also been refunded that amount in full (again, before the time of complaint).This complaint against our company is unwarranted and untruthfulWe consider this matter resolved when the buyer was refunded in full the amount paid to Swappa and the seller responsible for fulfilling the sale.Please let us know if you have further questions or anything else we can provide to consider this matter resolvedThank you.Best regards, [redacted] Swappa, LLC
Good day,Recently Swappa, LLC received notice from the Revdex.com of a complaint filed against our company dated October 27, 2015. The complaint was filed by [redacted] and has a Revdex.comComplaint ID of [redacted]. Swappa reference: [redacted]The complaint states: "I...
purchased a phone for my [redacted] service using the Swappa website. The listing said the phone 'will work on any network worldwide' The phone does not work on [redacted] because it is a 'CDMA network. This phone only works on GSM networks.'"The phone purchased was clearly and unambiguously advertised as a GSM Unlocked phone. Specifically the device was: Samsung Galaxy S6 edge (Unlocked) [[redacted]]. Technical specifications for this device are widely available, including from the manufacturer, and define which cellular bands are supported. The model of phone the buyer selected and purchased is not compatible with [redacted]'s network.Swappa holds sellers accountable for delivering the product advertised. Because the seller apparently provided the advertised product in the advertised condition we do not see that they violated any policies. They buyer disagreeing with part of the seller's comment about network compatibility ignores context.Nonetheless, if the buyer feels something was misrepresented they have the option of appealing to PayPal for dispute resolution.Either way, filing a complaint against Swappa in this circumstance is quite inappropriate. The buyer states in their Desired Settlement: "I would like to return the phone that does not work on my [redacted] service and receive my money back."Unfortunately this shows a misunderstanding of how Swappa works. Because we did not sell or ship the buyer a device, we cannot accept the return nor provide a refund. The buyer must work with the seller (which is not Swappa) to this end. We hope they are able to workout a resolution.Please let us know if you have further questions or anything else we can provide to consider this matter resolved. Thank you.Best regards,[redacted]Swappa, LLC
If the seller does not meet their requirements then the buyer is entitled to a full refund. You transacted directly with the seller and you confirmed, after receiving the device, that it met all the stated requirements. Swappa pre-screens listings verify all listings to the extent that we can, but never handles the device. The buyer must always verify after receiving the device that it is in the advertised condition. We provide a checklist for all items to check, including contacting the carrier and confirming the ESN status.
Ref: [redacted]If [redacted] did not directly contact the carrier to confirm financial status then he bypassed verification necessary to completing the sale and shares blame with the seller in this situation. If [redacted] did contact the carrier to confirm device status as instructed by Swappa before completing the sale then the carrier provided false information and is to blame (the seller could blame them as well).Still, action was taken against the seller; their account was reviewed and they received a penalty rating for all other potential buyers to see.Either way, if the carrier was providing incorrect information to both buyer and seller then how could Swappa possible be blamed? If the buyer did not receive what they expected then they deserve a refund. However, claiming a problem one year later is not a reasonable time-frame for support under these circumstances.
Good day,Recently Swappa, LLC received notice from the Revdex.com of a complaint filed against our company dated March 25, 2015. The complaint was filed by R Lewis and has a Revdex.com Complaint ID of [redacted] ([redacted]).Some background about our company: Swappa (http://swappa.com) is a site that allows sellers...
to post listings to sell mobile devices (e.g. iPhones, iPads). Other users can act as buyers and purchase a listing, paying the seller directly. Swappa is not a middle-man to the transaction, just a facilitator, and we receive a small amount of each successful transaction for our services. While Swappa does review listings and undertake extensive anti-fraud measures as part of our service, the seller is responsible for ensuring the accuracy and fulfillment of their listing and sale. All buyers of the site know and understand this before buying or selling per clear documentation and our terms of use.The customer's complaint stems from a transaction (ref: YTB768) with another user on our site. The buyer is the one who filed the complaint (R Lewis) and the seller was another user of Swappa, but not an employee or agent (or ever represented as such).While the writing of the complaint makes it very difficult to decipher exactly what is alleged, there are numerous incorrect and untruthful statements throughout, including but not limited to:* That Swappa is an "agent" of the sales. This is not true and copious documentation on our site and Terms of Use explicitly states the contrary.* That Swappa is like a pawn shop. This is false, we are not in anyway like a pawn shop and the comparison is inaccurate and unhelpful.* That Swappa allows activity that is not legal. This is absolutely false and to state otherwise is irresponsible.The Revdex.com complaint's "Desired Settlement" section states: "Refund of $711.95 from the seller and/or his acting agent Swappa LLC or [redacted] acting CEO..." This suggestion is absurd. The buyer paid Swappa $10 which has already been refunded in full (before the time of complaint). Swappa was not an "acting agent" for the seller, and mentioning an employee of our company who had nothing to do with the transaction as potentially personally liable is inappropriate (to say the least).Further, the buyer paid the seller in the transaction $580 (not $700+) and the buyer has also been refunded that amount in full (again, before the time of complaint).This complaint against our company is unwarranted and untruthful. We consider this matter resolved when the buyer was refunded in full the amount paid to Swappa and the seller responsible for fulfilling the sale.Please let us know if you have further questions or anything else we can provide to consider this matter resolved. Thank you.Best regards,[redacted]Swappa, LLC
Some background about our company: Swappa (http://swappa.com) is a marketplace that allows users to act as sellers and post listings to sell mobile devices (e.g. iPhones, iPads). Other users can act as buyers and purchase a listing, paying the seller directly. Swappa does not sell phones and is not...
a middle-man to the transaction. We are just a facilitator for sales, and we receive a small amount for each successful transaction for our services of hosting the site, advertising the listings, etc. While Swappa does review listings and undertake extensive anti-fraud measures as part of our service, the seller is paid directly from the buyer and is responsible for ensuring the accuracy and fulfillment of their listing and sale. All users the site know and understand this before buying or selling, per clear documentation and our terms of use.In regards to the complaint: [redacted] did not buy a cell phone from Swappa and did not pay us $250 as suggested. Rather she bought a device from another user of the site, a seller named Sondov who used Swappa's site to advertise their listing. The phone bought by this user was as advertised when received. However, the device became "blacklisted" a few months later through no fault of Swappa.[redacted] was the victim of someone else's fraud, not a victim of Swappa's service. Unfortunately she seems to misunderstand the role of our site and this misunderstanding has caused a misguided review. Her displeasure should actually be targeted at the seller who she paid and maybe even PayPal who offers the buyer protections, but not Swappa.While it is impossible for Swappa to prevent a situation like this, it is something we take very seriously and are working to remedy with the effected parties. [redacted] has already been refunded the small service fee paid to Swappa for the transaction. And appropriate action has been taken against the seller. We continued to work with the buyer and the seller of the problematic device to try to get a full refund from the offending party.Ref: [redacted]This complaint against our company is unwarranted. Please let us know if you have further questions or anything else we can provide to consider this matter resolved. Thank you.Best regards,[redacted]Swappa, LLC
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This user was involved in one or more failed sales. Certain data related to activity on our site is preserved in accordance with our Terms of Use ([redacted]).The user's account has been disabled in accordance with our Terms and policies....
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I made several complaints for a month and a half prior to finally getting to the bottom of the problem. I thought it was my carrier, I thought it was the service I was using, they all pointed me to the phone as being the problem. I have documentation of all of the problems I have been having. If they want to reject the repayment that's one thing, but I'm not going to say that the complaint is resolved when it isn't. They should at the very least send a strong message to bad sellers that they can't just sell bad products on their site. If it's my fault for being duped that's one thing, but there are definitely things Swappa could do and they are not.
Regards,
[redacted]
Ref: [redacted]Due to the buyer's complaints we recommended the return the item and receive a refund. The buyer was refunded the Swappa fee for this transaction before the complaint was filed.For the payment to the seller of the item the buyer will need to get a refund from the seller who they...
transacted with directly to purchase. As the buyer agreed to use PayPal to conduct the transaction but they will have to follow their process for dispute resolution.The claim "They use generic templates to respond to all customers" is false. The buyer received at least four hand-typed emails from our director of support; response time of replies can all be measured in minutes.Due to our refund and advisement we consider this matter closed. Due to the content of this complaint we consider our business with the buyer concluded.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:The seller did not meet the requirements. I had to pay $90 to try and unlock the phone that was sold to me with a "clean imei". It was discovered that the imei was not clean. I shouldn't have to pay to discover that I received something that was misrepresented. Why should I be verifying the imei when your site says that you do not accept the sales of phones without clean imei #s? Also, I never received a checklist. All I was asked to do was write a review.
Regards,
[redacted]
Ref: [redacted]The buyer purchased a phone on Swappa in March 2016 from another user, paying them directly. For the transaction the buyer paid Swappa $10 as a service fee for hosting the marketplace. Nearly 12 months later the buyer has made the determination that the device has an issue that existed...
before the item was sold.If the buyer was sold a phone that does not meet our marketplace guidelines they have a right to a full refund. However, that refund has to come from the seller (which is not Swappa) and has to come within PayPal's refund window of 180 days.Swappa has policies and safeguards in place for protecting against devices on payment plans being sold. However, some devices have to be checked directly with carriers by the seller and/or buyer due to carrier policies. For each sale the buyer is also instructed to confirm the state of the device before completing the sale. We provide a checklist for doing so which is includes contacting the carrier to ensure the device isn't under a payment plan. The buyer completed the sale March 2016 confirming the device was acceptable and met our guidelines for sale. If this was done without confirming all items on the checklist then it must be acknowledged that a safeguard that would have prevented this situation was knowingly bypassed by the buyer. If the phone was determined to be unacceptable within PayPal's refund window the buyer would have been able to receive a full refund without issue.Regarding the desired settlement: Swappa is not the seller or middleman to this transaction. We operate the marketplace as facilitators allowing buyer and seller to transact directly. Swappa cannot consider reimburse the buyer as requested because we are not the seller of the item.Fault for selling a device that does not meet our guidelines lies with the seller as Swappa never handles the device. The seller's account has been noted and reviewed due to this incident.
We are glad the buyer has received a refund in accordance with our policies and with our assistance. Unfortunately many of their other assertions are incorrect. Especially the notion that Swappa engages in illegal activity, which is absolutely false.Here is the cited checklist which has been posted since 2013 and linked to from every sale page (twice) on the site:[redacted]/Please note relevant text: a. "We do just about everything we can ahead of time to try to ensure a device listed on Swappa is fit for sale. Still, it's up to you as the buyer to give your new, gently used device a proper inspection as soon as you receive it to hopefully avoid any issues down the road."b. "Check the ESN and its status with your carrier. Even if the device activates you want to try to make sure there won't be any problems down the road, such as the device being blacklisted for non-payment. Yes, Swappa checks ESN numbers for devices listed for sale, but there is no guarantee what you received matches what we checked. So check it on your own to be sure."Fault for selling a device that does not meet our guidelines lies with the seller (ThePowerSellers) as Swappa never handles the device. The seller's account has been noted and reviewed due to this incident. The buyer has been refunded in full. We consider this matter to be concluded.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:Swappa, Limited Liability Corporation again failed to produce any evidence or proof of what exactly I did wrong. I have nothing further to say here other than what I already said and the terms that I requested have not changed. If I violated their site rules but they let me continue do business because I went "undetected" as they claim, that is not my fault. They banned me after I tried to use their site to make a sale (they have a oblique system where buyer pays fees, not the seller). In other words, they let me work on their site as a buyer because I was creating revenue for them, when I tried to make money for myself, they banned me. It should be recorded that whoever is replying to these messages from Swappa, Limited Liability Corporation has sent contradicting statements. In their first response, they said that the ban was temporary and they let me work on their site after it expired. Now they are saying that I was going by undetected. How did I get banned and went undetected at the same time?
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:On their website they have various hyperlinks titled "Buy with Confidence" which redirects the user to the following quote " Get what was advertised or get a refund. Period." There is an awful lot of excuses for why they cannot resolve this issue and to the point where it is pretty clear they cannot guarantee a refund whatsoever. As of 2/13/2017, I have not received a refund for the defective device sold on their website. Swappa has no influence on paypal's refund process and therefore is misleading the customer by stating they will get refunds, "period". Swappa wants the benefit of offering customer satisfaction and protection while not actually being responsible in the event a breach occurs... they simply try to pass it off to Paypal. This behavior is also evident in their customer service practices. Their "hand written" responses are clearly generic templates that require the user to go to paypal. There was nothing personal about the message other than the CS rep misspelling my name in one of the emails. I guess when you write in the customers name in the template you are allowed to call it hand written. Regards,
[redacted] Im
[redacted] ref: [redacted]The buyer purchased a phone on [redacted] from another user, paying them directly, about one year ago in Nov 2015. For the transaction the buyer paid [redacted] $10 as a service fee for hosting the marketplace. About one year later the buyer has made the determination that the device was...
associated with a payment plan, which means it cannot be re-sold on [redacted]'s marketplace.If the buyer was sold a phone that does not meet our marketplace guidelines they have a right to a full refund. However, that refund has to come from the seller (which is not [redacted]) and has to come within PayPal's refund window of 180 days.Our site does have policies and safeguards in place for protecting against device's on payment plans being sold. Some devices have to be checked directly with AT&T by the seller and/or buyer due to AT&T policies. For each sale the buyer is also instructed to confirm the state of the device before completing the sale. We provide a checklist for doing so which is includes contacting the carrier to ensure they device isn't under a payment plan. The buyer completed the sale Nov 2015 confirming the device was acceptable and met our guidelines for sale. If this was done without confirming all items on the checklist then it must be acknowledged that a safeguard that would have prevented this situation one year later was bypassed. If the phone was determined to be unacceptable last year (or several months following), the buyer would have been able to receive a full refund without issue.Regarding the desired settlement: [redacted] was paid $10 as part of the sale for services performed about one year ago. [redacted] cannot consider paying the buyer $820 as requested because we are not the seller of the item.It is also worth noting that the original seller insists the device is paid off and that the mistake is AT&T's. Also, the device is still fully functional for the buyer.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
Although I have received a refund by reaching out to both my credit card company and Paypal with no help from either Swappa or the seller, I am rejecting this response because there is no checklist as the Swappa representative claims that I must follow to ensure my device is legitimate. It is even preposterous to assert that I must be the one to confirm the device is paid off or not stolen after I purchase said product. Wouldn't it stand to reason this should be done prior to the sale? After all, Swappa's website claims that all of this is checked prior to the sale. The representative claims that their system is "imperfect," but I maintain that not only does Swappa not ensure proper safeguards to prevent the sale of such illegal items, but rather they intentionally neglect and at times impede the actions of uncovering the true history of these high-end electronics. The basis behind this is because of the attached documentation: I randomly found another seller on Swappa who was selling the same type of device in question, asked them to provide documentation indicating that they were the true owners and that I would pay them more for their trouble. The sellers were unable to provide documentation indicating that they were the original owners as they stated in the listing, and Swappa removed my comment and allowed the sellers to relist the product. This type of illegal activity that Swappa promotes online is neither isolated nor is it accidental.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
I feel I should have control about what data is stored about me by a website. If I close my account I reject the notion that the website maintains my email address, name and other information about me that they choose to keep. I am wondering if the company is in violation of privacy laws in the US. I continue to I insist that my account be closed and all information about me erased. Thank you
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Good day,Recently Swappa, LLC received notice from the Revdex.com of a complaint filed against our company dated November 2, 2015. The complaint was filed by [redacted] and has a Revdex.com Complaint ID of [redacted]. Swappa reference: [redacted]The buyer selected and purchased a phone with a shattered screen from...
another seller in the Boneyard section of our site, a separate section where damaged and blacklisted devices can be sold for repair or parts.The buyer did not pay Swappa any money from this transaction. It was a direct purchase from another user. Swappa holds sellers accountable for delivering the product as advertised. Unfortunately in this situation the buyer did not contact Swappa until more than 6 months after the purchase to complain of any problem. This is past the window that [redacted] allows for filing a [redacted] dispute to force a refund.As the buyer did not transact with Swappa and did not notify us of any issue with their seller until more than 6 months after the date of the transaction there is little our support staff can do to assist him. Any further action will have to be pursued with the seller that sold him the device.Please let us know if you have further questions or anything else we can provide to consider this matter resolved. Thank you.Best regards,[redacted]Swappa, LLC
Some background about our company: Swappa (http://swappa.com) is a marketplace that allows users to act as sellers and post listings to sell mobile devices (e.giPhones, iPads)Other users can act as buyers and purchase a listing, paying the seller directlySwappa does not sell phones and is not a middle-man to the transactionWe are just a facilitator for sales, and we receive a small amount for each successful transaction for our services of hosting the site, advertising the listings, etcWhile Swappa does review listings and undertake extensive anti-fraud measures as part of our service, the seller is paid directly from the buyer and is responsible for ensuring the accuracy and fulfillment of their listing and saleAll users the site know and understand this before buying or selling, per clear documentation and our terms of use.In regards to the complaint: [redacted] did not buy a cell phone from Swappa and did not pay us $as suggestedRather she bought a device from another user of the site, a seller named Sondov who used Swappa's site to advertise their listingThe phone bought by this user was as advertised when receivedHowever, the device became "blacklisted" a few months later through no fault of Swappa[redacted] was the victim of someone else's fraud, not a victim of Swappa's serviceUnfortunately she seems to misunderstand the role of our site and this misunderstanding has caused a misguided reviewHer displeasure should actually be targeted at the seller who she paid and maybe even PayPal who offers the buyer protections, but not Swappa.While it is impossible for Swappa to prevent a situation like this, it is something we take very seriously and are working to remedy with the effected parties [redacted] has already been refunded the small service fee paid to Swappa for the transactionAnd appropriate action has been taken against the sellerWe continued to work with the buyer and the seller of the problematic device to try to get a full refund from the offending party.Ref: [redacted] This complaint against our company is unwarrantedPlease let us know if you have further questions or anything else we can provide to consider this matter resolvedThank you.Best regards, [redacted] Swappa, LLC
Good day,Recently Swappa, LLC received notice from the Revdex.com of a complaint filed against our company dated March 25, The complaint was filed by R Lewis and has a Revdex.com Complaint ID of [redacted] ( [redacted] ).Some background about our company: Swappa (http://swappa.com) is a site that allows sellers to post listings to sell mobile devices (e.giPhones, iPads)Other users can act as buyers and purchase a listing, paying the seller directlySwappa is not a middle-man to the transaction, just a facilitator, and we receive a small amount of each successful transaction for our servicesWhile Swappa does review listings and undertake extensive anti-fraud measures as part of our service, the seller is responsible for ensuring the accuracy and fulfillment of their listing and saleAll buyers of the site know and understand this before buying or selling per clear documentation and our terms of use.The customer's complaint stems from a transaction (ref: YTB768) with another user on our siteThe buyer is the one who filed the complaint (R Lewis) and the seller was another user of Swappa, but not an employee or agent (or ever represented as such).While the writing of the complaint makes it very difficult to decipher exactly what is alleged, there are numerous incorrect and untruthful statements throughout, including but not limited to: [redacted] That Swappa is an "agent" of the salesThis is not true and copious documentation on our site and Terms of Use explicitly states the contrary[redacted] That Swappa is like a pawn shopThis is false, we are not in anyway like a pawn shop and the comparison is inaccurate and unhelpful[redacted] That Swappa allows activity that is not legalThis is absolutely and to state otherwise is irresponsible.The Revdex.com complaint's "Desired Settlement" section states: "Refund of $from the seller and/or his acting agent Swappa LLC or [redacted] acting CEO..." This suggestion is absurdThe buyer paid Swappa $which has already been refunded in full (before the time of complaint)Swappa was not an "acting agent" for the seller, and mentioning an employee of our company who had nothing to do with the transaction as potentially personally liable is inappropriate (to say the least).Further, the buyer paid the seller in the transaction $(not $700+) and the buyer has also been refunded that amount in full (again, before the time of complaint).This complaint against our company is unwarranted and untruthfulWe consider this matter resolved when the buyer was refunded in full the amount paid to Swappa and the seller responsible for fulfilling the sale.Please let us know if you have further questions or anything else we can provide to consider this matter resolvedThank you.Best regards, [redacted] Swappa, LLC
Good day,Recently Swappa, LLC received notice from the Revdex.com of a complaint filed against our company dated October 27, 2015. The complaint was filed by [redacted] and has a Revdex.comComplaint ID of [redacted]. Swappa reference: [redacted]The complaint states: "I...
purchased a phone for my [redacted] service using the Swappa website. The listing said the phone 'will work on any network worldwide' The phone does not work on [redacted] because it is a 'CDMA network. This phone only works on GSM networks.'"The phone purchased was clearly and unambiguously advertised as a GSM Unlocked phone. Specifically the device was: Samsung Galaxy S6 edge (Unlocked) [[redacted]]. Technical specifications for this device are widely available, including from the manufacturer, and define which cellular bands are supported. The model of phone the buyer selected and purchased is not compatible with [redacted]'s network.Swappa holds sellers accountable for delivering the product advertised. Because the seller apparently provided the advertised product in the advertised condition we do not see that they violated any policies. They buyer disagreeing with part of the seller's comment about network compatibility ignores context.Nonetheless, if the buyer feels something was misrepresented they have the option of appealing to PayPal for dispute resolution.Either way, filing a complaint against Swappa in this circumstance is quite inappropriate. The buyer states in their Desired Settlement: "I would like to return the phone that does not work on my [redacted] service and receive my money back."Unfortunately this shows a misunderstanding of how Swappa works. Because we did not sell or ship the buyer a device, we cannot accept the return nor provide a refund. The buyer must work with the seller (which is not Swappa) to this end. We hope they are able to workout a resolution.Please let us know if you have further questions or anything else we can provide to consider this matter resolved. Thank you.Best regards,[redacted]Swappa, LLC
If the seller does not meet their requirements then the buyer is entitled to a full refund. You transacted directly with the seller and you confirmed, after receiving the device, that it met all the stated requirements. Swappa pre-screens listings verify all listings to the extent that we can, but never handles the device. The buyer must always verify after receiving the device that it is in the advertised condition. We provide a checklist for all items to check, including contacting the carrier and confirming the ESN status.
Ref: [redacted]If [redacted] did not directly contact the carrier to confirm financial status then he bypassed verification necessary to completing the sale and shares blame with the seller in this situation. If [redacted] did contact the carrier to confirm device status as instructed by Swappa before completing the sale then the carrier provided false information and is to blame (the seller could blame them as well).Still, action was taken against the seller; their account was reviewed and they received a penalty rating for all other potential buyers to see.Either way, if the carrier was providing incorrect information to both buyer and seller then how could Swappa possible be blamed? If the buyer did not receive what they expected then they deserve a refund. However, claiming a problem one year later is not a reasonable time-frame for support under these circumstances.
Good day,Recently Swappa, LLC received notice from the Revdex.com of a complaint filed against our company dated March 25, 2015. The complaint was filed by R Lewis and has a Revdex.com Complaint ID of [redacted] ([redacted]).Some background about our company: Swappa (http://swappa.com) is a site that allows sellers...
to post listings to sell mobile devices (e.g. iPhones, iPads). Other users can act as buyers and purchase a listing, paying the seller directly. Swappa is not a middle-man to the transaction, just a facilitator, and we receive a small amount of each successful transaction for our services. While Swappa does review listings and undertake extensive anti-fraud measures as part of our service, the seller is responsible for ensuring the accuracy and fulfillment of their listing and sale. All buyers of the site know and understand this before buying or selling per clear documentation and our terms of use.The customer's complaint stems from a transaction (ref: YTB768) with another user on our site. The buyer is the one who filed the complaint (R Lewis) and the seller was another user of Swappa, but not an employee or agent (or ever represented as such).While the writing of the complaint makes it very difficult to decipher exactly what is alleged, there are numerous incorrect and untruthful statements throughout, including but not limited to:* That Swappa is an "agent" of the sales. This is not true and copious documentation on our site and Terms of Use explicitly states the contrary.* That Swappa is like a pawn shop. This is false, we are not in anyway like a pawn shop and the comparison is inaccurate and unhelpful.* That Swappa allows activity that is not legal. This is absolutely false and to state otherwise is irresponsible.The Revdex.com complaint's "Desired Settlement" section states: "Refund of $711.95 from the seller and/or his acting agent Swappa LLC or [redacted] acting CEO..." This suggestion is absurd. The buyer paid Swappa $10 which has already been refunded in full (before the time of complaint). Swappa was not an "acting agent" for the seller, and mentioning an employee of our company who had nothing to do with the transaction as potentially personally liable is inappropriate (to say the least).Further, the buyer paid the seller in the transaction $580 (not $700+) and the buyer has also been refunded that amount in full (again, before the time of complaint).This complaint against our company is unwarranted and untruthful. We consider this matter resolved when the buyer was refunded in full the amount paid to Swappa and the seller responsible for fulfilling the sale.Please let us know if you have further questions or anything else we can provide to consider this matter resolved. Thank you.Best regards,[redacted]Swappa, LLC
Some background about our company: Swappa (http://swappa.com) is a marketplace that allows users to act as sellers and post listings to sell mobile devices (e.g. iPhones, iPads). Other users can act as buyers and purchase a listing, paying the seller directly. Swappa does not sell phones and is not...
a middle-man to the transaction. We are just a facilitator for sales, and we receive a small amount for each successful transaction for our services of hosting the site, advertising the listings, etc. While Swappa does review listings and undertake extensive anti-fraud measures as part of our service, the seller is paid directly from the buyer and is responsible for ensuring the accuracy and fulfillment of their listing and sale. All users the site know and understand this before buying or selling, per clear documentation and our terms of use.In regards to the complaint: [redacted] did not buy a cell phone from Swappa and did not pay us $250 as suggested. Rather she bought a device from another user of the site, a seller named Sondov who used Swappa's site to advertise their listing. The phone bought by this user was as advertised when received. However, the device became "blacklisted" a few months later through no fault of Swappa.[redacted] was the victim of someone else's fraud, not a victim of Swappa's service. Unfortunately she seems to misunderstand the role of our site and this misunderstanding has caused a misguided review. Her displeasure should actually be targeted at the seller who she paid and maybe even PayPal who offers the buyer protections, but not Swappa.While it is impossible for Swappa to prevent a situation like this, it is something we take very seriously and are working to remedy with the effected parties. [redacted] has already been refunded the small service fee paid to Swappa for the transaction. And appropriate action has been taken against the seller. We continued to work with the buyer and the seller of the problematic device to try to get a full refund from the offending party.Ref: [redacted]This complaint against our company is unwarranted. Please let us know if you have further questions or anything else we can provide to consider this matter resolved. Thank you.Best regards,[redacted]Swappa, LLC
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This user was involved in one or more failed sales. Certain data related to activity on our site is preserved in accordance with our Terms of Use ([redacted]).The user's account has been disabled in accordance with our Terms and policies....
We consider this matter settled.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I made several complaints for a month and a half prior to finally getting to the bottom of the problem. I thought it was my carrier, I thought it was the service I was using, they all pointed me to the phone as being the problem. I have documentation of all of the problems I have been having. If they want to reject the repayment that's one thing, but I'm not going to say that the complaint is resolved when it isn't. They should at the very least send a strong message to bad sellers that they can't just sell bad products on their site. If it's my fault for being duped that's one thing, but there are definitely things Swappa could do and they are not.
Regards,
[redacted]
Ref: [redacted]Due to the buyer's complaints we recommended the return the item and receive a refund. The buyer was refunded the Swappa fee for this transaction before the complaint was filed.For the payment to the seller of the item the buyer will need to get a refund from the seller who they...
transacted with directly to purchase. As the buyer agreed to use PayPal to conduct the transaction but they will have to follow their process for dispute resolution.The claim "They use generic templates to respond to all customers" is false. The buyer received at least four hand-typed emails from our director of support; response time of replies can all be measured in minutes.Due to our refund and advisement we consider this matter closed. Due to the content of this complaint we consider our business with the buyer concluded.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:The seller did not meet the requirements. I had to pay $90 to try and unlock the phone that was sold to me with a "clean imei". It was discovered that the imei was not clean. I shouldn't have to pay to discover that I received something that was misrepresented. Why should I be verifying the imei when your site says that you do not accept the sales of phones without clean imei #s? Also, I never received a checklist. All I was asked to do was write a review.
Regards,
[redacted]
Ref: [redacted]The buyer purchased a phone on Swappa in March 2016 from another user, paying them directly. For the transaction the buyer paid Swappa $10 as a service fee for hosting the marketplace. Nearly 12 months later the buyer has made the determination that the device has an issue that existed...
before the item was sold.If the buyer was sold a phone that does not meet our marketplace guidelines they have a right to a full refund. However, that refund has to come from the seller (which is not Swappa) and has to come within PayPal's refund window of 180 days.Swappa has policies and safeguards in place for protecting against devices on payment plans being sold. However, some devices have to be checked directly with carriers by the seller and/or buyer due to carrier policies. For each sale the buyer is also instructed to confirm the state of the device before completing the sale. We provide a checklist for doing so which is includes contacting the carrier to ensure the device isn't under a payment plan. The buyer completed the sale March 2016 confirming the device was acceptable and met our guidelines for sale. If this was done without confirming all items on the checklist then it must be acknowledged that a safeguard that would have prevented this situation was knowingly bypassed by the buyer. If the phone was determined to be unacceptable within PayPal's refund window the buyer would have been able to receive a full refund without issue.Regarding the desired settlement: Swappa is not the seller or middleman to this transaction. We operate the marketplace as facilitators allowing buyer and seller to transact directly. Swappa cannot consider reimburse the buyer as requested because we are not the seller of the item.Fault for selling a device that does not meet our guidelines lies with the seller as Swappa never handles the device. The seller's account has been noted and reviewed due to this incident.
We are glad the buyer has received a refund in accordance with our policies and with our assistance. Unfortunately many of their other assertions are incorrect. Especially the notion that Swappa engages in illegal activity, which is absolutely false.Here is the cited checklist which has been posted since 2013 and linked to from every sale page (twice) on the site:[redacted]/Please note relevant text: a. "We do just about everything we can ahead of time to try to ensure a device listed on Swappa is fit for sale. Still, it's up to you as the buyer to give your new, gently used device a proper inspection as soon as you receive it to hopefully avoid any issues down the road."b. "Check the ESN and its status with your carrier. Even if the device activates you want to try to make sure there won't be any problems down the road, such as the device being blacklisted for non-payment. Yes, Swappa checks ESN numbers for devices listed for sale, but there is no guarantee what you received matches what we checked. So check it on your own to be sure."Fault for selling a device that does not meet our guidelines lies with the seller (ThePowerSellers) as Swappa never handles the device. The seller's account has been noted and reviewed due to this incident. The buyer has been refunded in full. We consider this matter to be concluded.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:Swappa, Limited Liability Corporation again failed to produce any evidence or proof of what exactly I did wrong. I have nothing further to say here other than what I already said and the terms that I requested have not changed. If I violated their site rules but they let me continue do business because I went "undetected" as they claim, that is not my fault. They banned me after I tried to use their site to make a sale (they have a oblique system where buyer pays fees, not the seller). In other words, they let me work on their site as a buyer because I was creating revenue for them, when I tried to make money for myself, they banned me. It should be recorded that whoever is replying to these messages from Swappa, Limited Liability Corporation has sent contradicting statements. In their first response, they said that the ban was temporary and they let me work on their site after it expired. Now they are saying that I was going by undetected. How did I get banned and went undetected at the same time?
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:On their website they have various hyperlinks titled "Buy with Confidence" which redirects the user to the following quote " Get what was advertised or get a refund. Period." There is an awful lot of excuses for why they cannot resolve this issue and to the point where it is pretty clear they cannot guarantee a refund whatsoever. As of 2/13/2017, I have not received a refund for the defective device sold on their website. Swappa has no influence on paypal's refund process and therefore is misleading the customer by stating they will get refunds, "period". Swappa wants the benefit of offering customer satisfaction and protection while not actually being responsible in the event a breach occurs... they simply try to pass it off to Paypal. This behavior is also evident in their customer service practices. Their "hand written" responses are clearly generic templates that require the user to go to paypal. There was nothing personal about the message other than the CS rep misspelling my name in one of the emails. I guess when you write in the customers name in the template you are allowed to call it hand written. Regards,
[redacted] Im
[redacted] ref: [redacted]The buyer purchased a phone on [redacted] from another user, paying them directly, about one year ago in Nov 2015. For the transaction the buyer paid [redacted] $10 as a service fee for hosting the marketplace. About one year later the buyer has made the determination that the device was...
associated with a payment plan, which means it cannot be re-sold on [redacted]'s marketplace.If the buyer was sold a phone that does not meet our marketplace guidelines they have a right to a full refund. However, that refund has to come from the seller (which is not [redacted]) and has to come within PayPal's refund window of 180 days.Our site does have policies and safeguards in place for protecting against device's on payment plans being sold. Some devices have to be checked directly with AT&T by the seller and/or buyer due to AT&T policies. For each sale the buyer is also instructed to confirm the state of the device before completing the sale. We provide a checklist for doing so which is includes contacting the carrier to ensure they device isn't under a payment plan. The buyer completed the sale Nov 2015 confirming the device was acceptable and met our guidelines for sale. If this was done without confirming all items on the checklist then it must be acknowledged that a safeguard that would have prevented this situation one year later was bypassed. If the phone was determined to be unacceptable last year (or several months following), the buyer would have been able to receive a full refund without issue.Regarding the desired settlement: [redacted] was paid $10 as part of the sale for services performed about one year ago. [redacted] cannot consider paying the buyer $820 as requested because we are not the seller of the item.It is also worth noting that the original seller insists the device is paid off and that the mistake is AT&T's. Also, the device is still fully functional for the buyer.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
Although I have received a refund by reaching out to both my credit card company and Paypal with no help from either Swappa or the seller, I am rejecting this response because there is no checklist as the Swappa representative claims that I must follow to ensure my device is legitimate. It is even preposterous to assert that I must be the one to confirm the device is paid off or not stolen after I purchase said product. Wouldn't it stand to reason this should be done prior to the sale? After all, Swappa's website claims that all of this is checked prior to the sale. The representative claims that their system is "imperfect," but I maintain that not only does Swappa not ensure proper safeguards to prevent the sale of such illegal items, but rather they intentionally neglect and at times impede the actions of uncovering the true history of these high-end electronics. The basis behind this is because of the attached documentation: I randomly found another seller on Swappa who was selling the same type of device in question, asked them to provide documentation indicating that they were the true owners and that I would pay them more for their trouble. The sellers were unable to provide documentation indicating that they were the original owners as they stated in the listing, and Swappa removed my comment and allowed the sellers to relist the product. This type of illegal activity that Swappa promotes online is neither isolated nor is it accidental.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
I feel I should have control about what data is stored about me by a website. If I close my account I reject the notion that the website maintains my email address, name and other information about me that they choose to keep. I am wondering if the company is in violation of privacy laws in the US. I continue to I insist that my account be closed and all information about me erased. Thank you
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Good day,Recently Swappa, LLC received notice from the Revdex.com of a complaint filed against our company dated November 2, 2015. The complaint was filed by [redacted] and has a Revdex.com Complaint ID of [redacted]. Swappa reference: [redacted]The buyer selected and purchased a phone with a shattered screen from...
another seller in the Boneyard section of our site, a separate section where damaged and blacklisted devices can be sold for repair or parts.The buyer did not pay Swappa any money from this transaction. It was a direct purchase from another user. Swappa holds sellers accountable for delivering the product as advertised. Unfortunately in this situation the buyer did not contact Swappa until more than 6 months after the purchase to complain of any problem. This is past the window that [redacted] allows for filing a [redacted] dispute to force a refund.As the buyer did not transact with Swappa and did not notify us of any issue with their seller until more than 6 months after the date of the transaction there is little our support staff can do to assist him. Any further action will have to be pursued with the seller that sold him the device.Please let us know if you have further questions or anything else we can provide to consider this matter resolved. Thank you.Best regards,[redacted]Swappa, LLC