eBay Money Back Guarantee Issue

Question

Hey eBay community,I’m a bit lost and confused about what’s going on with eBay customer service and the service I’m getting from them.

I got an electric toothbrush on October 7th, and by the end of the month, when I tried to charge it, the charger didn’t work.

I reached out to the seller on November 2nd and 4th, but I haven’t heard back from them.

Now, after I contacted eBay customer service, they confirmed twice to me that I’ll get a full refund. But today, Arianna on the phone said that I’m not entitled to the Money Back Guarantee and they might not process my refund.

Can you help me out with this? What’s going on?

john1297576 · Accepted Answer

On every listing there are detsils of the money back guarantee,

The idea is that you read and follow instructions, there is no need to contact the seller, and allowing them to get you out of time.

Always open a Not as described case within the allowed time of 30 days from receipt.

bustoc._78 · Answer

Thank you everyone. I've paid with a debit card from Lloyds.

red_magpie · Answer

What’s going on? It sounds as though you didn't read the conditions for eBay's money back guarantee. If you had realised that the time limit to claim is 30 days I imagine you would have told us the exact date on which you opened a case. All may not be lost yet. You haven't told us how you paid, but it's still possible that your payment provider e.g. credit or debit card issuer may be able to help. Failing this, if there's enough money involved to make this worthwhile, it might be worth considering using the online Money Claims Service, but best to take advice from a solicitor or Citizen's Advice first.

jckl1957 · Answer

You say you contacted the seller on 4th November, but when did you open the return case through Ebay?

If it was more than 30 days after receipt (so, after 6th November, I think) then you would no longer be covered by the Money Back Guarantee.

You can try your payment provider for a refund via a chargeback unless you used Paypal or your Ebay balance.

**peaseblossom** · Answer

A claim has to be started within 30 days of the delivery date. If the seller does not accept it it has to be escalated within another 30 days.

So if you started a return using the reason "not as described" or similar and it's still within those timeframes go to the return case, click on Case Details > Respond to Case > Escalate This Case > Submit.