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Buyer Protection Fee
Summary: macmonkey13 received a pair of shorts instead of the puppy pads they ordered. They have faced issues with both the seller, who blames the delivery company, and eBay, which has not provided a clear return process. *vyolla* advises opening an eBay return and involving eBay after three days if no solution is provided by the seller. tressygirl clarifies the difference between eBay's Buyer Protection Fee and Money Back Guarantee (MBG), encouraging macmonkey13 to follow the correct MBG process. Despite this advice, macmonkey13 plans to report eBay to the Citizen's Advice Bureau and boycott the platform.
I have received a pair of shorts when I should have received puppy pads. I have been in touch with the seller, who says they sent them and the mix up must be the delivery company’s fault.
I can’t get help from eBay, it just keeps saying a return has been started but it hasn’t because the seller doesn’t want the shorts back because they said they didn’t sent them.
Do I need to go to the small claims court to get help as eBay is selling compulsory protection which isn’t fit for purpose.
Please help.
tressygirl
Mentor2 weeks agoYou are mistaking the ' Buyer Protection Fee', in my humble opinion very badly named, with eBay's 30 day MBG Money Back Guarantee policy this is written on every listing , aside from the purchase of vehicles.
The Buyer Protection Fee ensures secure payment processing, 24/7 customer service, risk monitoring, fraud detection, and authenticity verification for eligible items.
The MBG covers your case, receiving the wrong item. Follow advice as vyolla explained below.
Here's a link to explain eBay's MBG, worth familiarising yourself with it when buying on eBay, it can save you a lot of time and money in the future.
https://pages.ebay.co.uk/ebay-money-back-guarantee/
@macmonkey13
macmonkey13
OP2 weeks agoI will be reporting eBay to the Citizen’s Advice Bureau and not buying on here anymore.
Thank you for your reply.
tressygirl
Mentor2 weeks agoDon't waste precious time going to Citizens Advice for this.
Just follow my advice on a previous post, following eBay's 30 day Money Back Guarantee will fully refund you.
Equally the seller here may have made a genuine mistake in sending that item to the wrong buyer.
@macmonkey13
*vyolla*
Mentor2 weeks agoYou need to open an eBay return and select the reason 'Received wrong item".
After 3 business days, if your seller doesn't provide you with a pre-paid returns label you can select the option to get eBay involved, who will refund you.
macmonkey13
OP2 weeks agoIt won’t let me do this so I’m going to report eBay to the ombudsman and boycott eBay.
Thank you for your replies.
*vyolla*
Mentor2 weeks agoWhat happens when you click on the return this order link, what message are you getting?
macmonkey13
OP2 weeks agoIt says I can return the order but isn’t giving any information as to where I’m returning it.
The seller won’t want the shorts because I think the fault lies with the delivery company. eBay should (in this instance and in my opinion) be covering both me (the buyer) and the seller and taking it up with the delivery company.
I can’t do anything my end as I didn’t instruct the delivery company or pay them to deliver something.
I will be writing to Citizen’s Advice incase a case is building against eBay and I will be not spending money on here in future.
*vyolla*
Mentor2 weeks agoAfter your return has been open for 3 business days you should see an option to ask eBay to step in. When did you open it?
For what it's worth, Citizens Advice won't be able to help you proceed here. It's nigh on impossible for buyers to lose out on eBay, eBay's Money Back Guarantee is heavily weighted in favour of buyers and making sure that they get the item they ordered. There is a correct process for you to follow though.