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eBay intervention doesn't exist
I have a faulty item. I have sent photographs and detailed information. Seller says 'doesn't know what to do'? I've suggested replacing the parts not working or complete item. I've not yet asked for a Refund BUT there is no link on eBay assistance to Log a complaint and for them to intervene! Is this a stitch up? I've followed the links but the option to escalate and get eBay involved is not there. Any suggestions?
8 comments
tobiasd4
Mentor3 weeks agoYou need to open ebay case for not as described.
Seller can make a 1 off part refund offer,if you accept payment made and case closes.
You can ask ebay to step in after 4 days if not resolved.
You have to open case before asking ebay to help.
You have 30 days to open and escalate case, so don't let seller delay you at all.
sellshop2016
OP3 weeks agoThanks for such a quick response. In More Actions the only suitable heading is Return. It then asks mandatory add file. Is this the correct route to trigger a 'case'?? It's a minefield. Can I just give you an insight to the problem: I bought a thumb turn lock and the spindle needs cutting to fit width of door. I did all this and told them, BUT the spindle only turns a circle - does not engage and there is still a big gap between knob and door. I told them all this initially, and offered solution having sent ending diagrams and photos. Can the 'guarantee route' be an option? I don't want to be out of pocket - I've already got a door with holes in it!! Thanks for any advice.
tobiasd4
Mentor3 weeks agoYou now have a problem, as items must be returned in same condition they arrived in.
As you have cut spindle, seller could refuse case.
Best to try and work with seller.
sellshop2016
OP3 weeks agoHmmm, I told the Seller it's normal to cut the spindle to fit etc in my first message and we have correspoded since then with photos explaining the issue but they don't understand!!?? After that offered several options to resolve issue. It's stalemate. So I guess I'm left to leave really negative feedback! The business has only been running since April - they don't know what they are doing and slow to respond etc I'm just SO annoyed.
Just needed to vent... sos
*vyolla*
Mentor3 weeks agoIf the product cannot possibly work I'd open an eBay return and select 'Item is defective' as the reason and return it for a refund.
sellshop2016
OP3 weeks agoThank you
tressygirl
Mentor3 weeks agoJust to add do not close the case early on any promise or excuse the seller makes, once closed another for the same item cannot be opened.
If they do not respond with a return label or refund in 3 days, escalate the case on day 4, eBay step in and force the refund.
Do not accept a replacement if that is faulty too, you won't be covered a second time for a refund.
@sellshop2016
sellshop2016
OP3 weeks agoThank you SO much. I was worried that with my experience with eBay on this topic, there was their options only (i.e. one size fits all). I was nervous about starting something with limited options for me to get my case across. I will try and add a concise synopsis if it allows me in 'free text space' if there is one!