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People who shop online expect one thing above all else: security and transparency. But it seems there are now doubts about precisely these issues. The Federal Network Agency has called on the online marketplace eBay to address several shortcomings. The focus is on user rights and the question of whether consumers are adequately protected on the platform.

No final decision has been made yet. eBay has the opportunity to respond to the allegations and address the issues raised. Nevertheless, the case sends a clear signal: The days when large internet platforms could operate virtually unchecked are over.

What's this actually about?

According to the Federal Network Agency's findings to date, there are several areas in which eBay is alleged not to fully comply with legal requirements.

One point of criticism concerns the ability to report problematic or potentially illegal content. Such reporting channels should be easy to find and simple to use. In the agency's view, this has not been adequately achieved, particularly in the desktop version of eBay.

Another issue concerns information provided to users. When content is removed or an account is restricted, those affected must be able to understand why that decision was made. This is precisely where the agency sees room for improvement. After all, if someone does not understand a decision, they can hardly mount a meaningful defense against it.

Another issue concerns the information provided by commercial sellers. Consumers should be able to quickly determine who they are actually doing business with and how to contact the seller. Here, too, the Federal Network Agency sees room for improvement.

Why does this affect every online shopper?

When people hear about such procedures, many initially think of large companies and government agencies. In fact, however, this is something that affects millions of people every day.

People who shop online rely on sellers being clearly identifiable. No one wants to find out only after a failed delivery that important contact information is hard to find.

Handling complaints is just as important. If a listing is removed or a user account is restricted, those affected want to know why it happened. Only with clear information can they determine whether the decision was justified or whether a mistake was made.

Digital platforms have long been an integral part of our daily lives. That is precisely why expectations regarding transparency and fairness are also rising.

The case against eBay has not yet been decided

It is important to note that the Federal Network Agency has not yet made a final decision. Rather, potential violations have been identified, and eBay has been asked to comment on them and address the issues raised.

If the company fails to implement the required changes, the agency may take further action. The goal is not to punish platforms, but to ensure that users' rights are actually respected.

The case also shows that oversight of large online platforms has become significantly more active than it was just a few years ago. User complaints and the authorities’ own investigations can now lead to official proceedings more quickly.

What Consumers Should Keep in Mind Right Now

For consumers, the most important takeaway is this: Even large online platforms are subject to oversight. Anyone who feels that information is missing, decisions are not transparent, or a seller is difficult to reach should not simply accept such problems.

The more transparent digital marketplaces are, the safer online shopping becomes. Easy-to-understand information, easily reachable contact persons, and clear processes aren't just nice-to-haves—they're the foundation of trust.

Companies, for their part, should view this recent case as a warning sign. Today's consumers expect more than just good prices and fast delivery. They also expect transparent decision-making and fair treatment when things go wrong.

Size Should Not Be a Free Pass

When even international online platforms have to be reminded by authorities that users deserve clear information and easy ways to file reports, something is going wrong. Digitalization doesn't just mean more technology—above all, it means more responsibility.

Our impression: Many platforms are investing billions in artificial intelligence, personalized advertising, and new sales features. But when it comes to clear explanations or a simple way to file a complaint, suddenly every click seems to be one too many.

Anyone who profits from the trust of millions of people should also be willing to earn that trust anew every day. Transparency should not be a bonus—it must become the norm. And if it takes pressure from a government agency to make that happen, it shows one thing above all: surprisingly little often happens on a voluntary basis.