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50% refund !
Is this legal
eBay have given me a 50% refund for an item I received damaged. I asked the seller for a returns label and they said no speak to ebay.
ebay awarded me 50% and said keep it. i dont want it. i want perfect china not damaged.
how do i get my money back
35 comments
marco@ebay
Hi @sirulrichvonliechtenstein , thanks for your patience on this.
I have great news, which is that the missing part of your refund (the other half) has been approved and sent to you, so your refund should be within your account between 1-5 business days. If you haven't received your refund by next Friday, please let me know, and I'll be happy to look into it, but it should be all good.
Have a lovely weekend ahead,
Marco
sirulrichvonliechtenstein
OP11 months agoGreatly appreciated BUT
Is this eBays new policy that they decide weather we keep an item or not even if its damaged? If it is theres going to be a massive problem
jckl1957
·11 months agoIt's great that you got your full refund - what is not so great is that you had to seek help to do so.
Marco may come back to you with a reply but I will add my thoughts and opinions as an Ebay member and not an employee.
It is the new system.
With Simple Delivery, if the buyer opens a case stating the item was 'damaged in transit', Ebay take charge of the claim.
The seller doesn't have to refund and the buyer doesn't have to return the damaged item.
I assumed that the buyer would be given a full refund. If I bought a teapot, and it arrived in two large pieces, I would want all my money back, not 50% and a useless teapot. However, your case shows that Ebay may well decide to give the buyer a partial refund and close the case. That is clearly unfair and problematic and I can see it leading to a lot of complaints like yours and a general mistrust of the system.
sirulrichvonliechtenstein
OP11 months agoi agree
how can ebay decide how it was packed and then force someone to pay 50% for a damaged item ! I collect pieces of perfect china not damaged LOL
jckl1957
·11 months agoPlease come back to your post when this has been resolved.
It is really useful for mentors to know how individual cases like yours are handled so we can advise buyers with similar issues in the future.
Thanks in advance.
JC
red_magpie
Mentor11 months agoThe only circumstances in which eBay can reduce the refund paid are when a buyer has agreed to accept a partial refund, or a business seller is entitled to reduce the sum refunded because the item was not returned in the condition supplied. This wouldn't apply here anyway, as your seller is a private seller.
So as has already been said, either eBay made a mistake - which would be very unusual - or the refund was reduced for some other reason. Most likely related to money held in or owed to your account.
We obviously don't have access to your account, so if you can't solve the puzzle you may have to go back to customer support.
sirulrichvonliechtenstein
OP11 months agonot correct i was not offered anything i was awarded with no say in the matter
jckl1957
·11 months agoSee my last response - I have reached out to @marco@ebay of the Ebay Community Team to advise you on possible 'next steps'.
sirulrichvonliechtenstein
OP11 months agothank you you have been helpful
marco@ebay
Hi @sirulrichvonliechtenstein , thanks for your post.
I've just sent your case for review, I should be able to have an update on this for you between today and tomorrow.
Thanks for the tag, @jckl1957.
Thank you,
Marco
sirulrichvonliechtenstein
OP11 months agogreatly appreciated
jckl1957
·11 months agoThank you for stepping in.
sirulrichvonliechtenstein
OP11 months agohope to hear something soon
sirulrichvonliechtenstein
OP11 months agohave you any updates please
tressygirl
Mentor11 months agoYou will have to wait a little longer as Marco will not be on duty this early.
From seeing cases sent for review here, it's not done quickly ! 🤔
@marco@ebay
marco@ebay
Hi , thanks for your reply.
I don't have any updates on this at the moment, but it is of my understanding that this is being reviewed for you. As soon as I get confirmation from the relevant team, I will provide you with an update on this.
Apologies for the delay, and thanks for waiting.
Thank you,
Marco
jckl1957
·11 months agoYour screenshot says a full refund has been issued.
What was the item number, please?
sirulrichvonliechtenstein
OP11 months agowhere does it say " FULL "
jckl1957
·11 months agoNeither of the links work for me.
From your scrrenshot:
Case detailsCase details
OutcomeOutcome The case has been closed in your favour.The case has been closed in your favour. More detailsMore details We're sorry you had a problem with your purchase. We’re issuing you a full refund for this case.
So, if you didn't get a full refund, maybe contact Ebay Customer Services and ask them where the rest of your money is.
sirulrichvonliechtenstein
OP11 months agothey said ask the seller to accept a return !
I asked her at the start she said no
now i get no replies
yesterday i sent CS 5 emails they all said tuff
sirulrichvonliechtenstein
OP11 months agoHello John ,
Thank you so much for contacting us at eBay Customer Service about the item "Royal Doulton China Study 'The Trout' Designed". I am happy to share the next steps to resolve this for you.
Here are the details I was able to capture from the transaction as of now:
I can see that you received the item in damaged condition.
I understand that you are concerned about your full refund. Let me check and assist you.
I understand that you have not received the full refund and you want to know the reason for it. From the case research, we came to a decision that since the item is in poor condition, the item has been proposed for a partial refund for you.
However, beyond this, if you need any help, please communicate with the seller and try to resolve the issue amicably.. I am positive that as a sender of the item they will be able to help you get the refund.
I've carefully reviewed the details of your email but I can see my colleague has already addressed this concern for you. If you have any new information or additional questions for us, I'd be happy to help you.
To learn more about protection, you can refer to this page: eBay Money Back Guarantee
We appreciate the opportunity to resolve all of your concerns today. Thank you for contacting eBay Customer Service and being a part of eBay for 24 years. Wishing you a good and healthy day.
Kind regards,
Brian F.
eBay Customer Service
jckl1957
·11 months agoThis post says your refund was £105 which I assume is the amount you paid for the item.
I can see you are an experienced seller and buyer but I wonder if Ebay have refunded you the full amount you paid for this transaction but somewhere along the line an amount has been deducted for a purchase you made or a refund you gave. I have personally never known Ebay to get figures wrong.
Maybe have a look in Payments
then 'all transactions' to see if you can get to the bottom of this.
If not, use the link below to get a callback from Customer Services.
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid
sirulrichvonliechtenstein
OP11 months agoI have only had 50%
jckl1957
·11 months agoThe seller sent this using Ebay's Simple Delivery.
If SD items are damaged in transit, Ebay deal directly with the buyer to refund.
From the details provided and the email from Customer Services, it looks very much as if Ebay decided that they would refund you 50% and allow you to keep the (damaged) item. Obviously this is not a satisfactory result for the buyer.
Previously, a seller could OFFER a partial refund but the buyer had the right to accept the refund or return the item for a full refund. It seems as if Ebay have taken this right away.
@marco@ebay
The buyer is not happy with a damaged ornament and 50% refund from Ebay. What should/could their next steps be?
sirulrichvonliechtenstein
OP11 months agosirulrichvonliechtenstein
OP11 months agothanks but i do not have the option to appeal
jckl1957
·11 months agoDid you open a return case?
sirulrichvonliechtenstein
OP11 months agoyes
Here's the case outcome
We're issuing you with a refund. You should receive it in 3-5 working days.We're issuing you with a refund. You should receive it in 3-5 working days.
Case detailsCase details
OutcomeOutcome The case has been closed in your favour.The case has been closed in your favour. More detailsMore details We're sorry you had a problem with your purchase. We’re issuing you a full refund for this case.
Refund summary
Show breakdown
How you were refunded
jckl1957
·11 months agoI am assuming you opened a return case through Ebay.
As long as you did that and didn't just message the seller, I would start with an appeal - details below:
How to appeal a decision
You can start an appeal by selecting the item above, or by following these steps:
Appeal your case
papso22
Mentor11 months agoDid you claim your item was damaged on delivery and was the seller using Simple Delivery?
sirulrichvonliechtenstein
OP11 months agoyes as that was the truth