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Return & refund situation with seller
Hello,
In October I bought a higher-priced pair of jeans expecting a durable/quality product. They received a crotch tear after 3 months.
I talked to the original manufacturer and the eBay retailer (with really good feedback and seem to be a large business) to check if they offered any warranties or still accept returns/refunds. The eBay retailer agreed to refund a return through eBay communications
I posted the jeans and got a confirmation from the seller that they received the item and the refund had been processed. I waited a week for the money to arrive in my bank, when it didn't I contacted them and they started saying that the refund has to be completed through eBay, and that I need to contact eBay to ask them to facilitate a refund through eBay.
I talked to eBay and they have been saying that the 30 days return window has past so they will not facilitate a refund through eBay, eBay agents suggested that I continue talking to the eBay seller and ask them to complete a refund via PayPal.
I then mentioned this to the eBay seller and they left this message:
"I've looked in to this and I was correct - sorry ebay are messing you around, I'm sure it's not deliberate but whoever you've been speaking with obviously isn't very competent.Payments via ebay are no longer sent to our paypal account (even if you pay by paypal, it is processed and handled by ebay, who then deduct their fees and pay the money directly to our bank account every day or two).As a result, we cannot access any of the payment information and there is no physical way to refund you. Could you ask that they arrange this for you, and insist that it is escalated if they still claim you need to contact us."
I have continued some email conversation with eBay customer service who seem fixed on the 30 day return window only.
Im not sure who is messing me with in this situation, eBay or the seller. The seller seems sincere and has a decent reputation. Or have they utilised some kind of eBay loophole and lied to me.
Many thanks
*vyolla*
Mentor6 months agoeBay can't do anything here as it's way past their 30 day returns timeframe, so this is between you and your seller.
Your seller can't refund the original eBay payment because more than 90 days have passed.
Your seller can send a payment to your bank account or PayPal account (if you both have one).
ryan.ma93
OP6 months agoWould you say they lied to me?
*vyolla*
Mentor6 months agoThey may just not understand how this works now that 90 days have passed (which is the time in which a seller can refund the original payment via eBay).
This is absolutely outside of eBay now, so no point trying to get them involved.
ryan.ma93
OP6 months agoThe seller is saying that I need to insist that we (seller) have authorised your return outside of the 30 days because the item was faulty - they have a legal obligation to facilitate a refund for you.
Is this true or false
*vyolla*
Mentor6 months agoI'm not sure what that means, it doesn't actually make any grammatical sense.
Again, this is now nothing to do with eBay.
ryan.ma93
OP6 months agoMy apologies, this is the direct message from the seller.
"Hello, you need to insist that we have authorised your return outside of the 30 days because the item was faulty - they have a legal obligation to facilitate a refund for you."
*vyolla*
Mentor6 months agoThe seller would not be able to authorise a return after all this time, so I don't know why they believe that they have or why they believe that eBay should get involved.
After 30 days eBay will not get involved and eBay have no legal obligation to refund you and I have no idea why a seller would possibly think that they might. The seller can still refund you if they wish, but cannot now do this via eBay (a payment can only be refunded within 90 days), so they'd need to pay you direct either via bank transfer or PayPal.
You can send your seller a link to this thread if you wish.
Edit to add: @ryan.ma93 Just a thought: if you funded the payment with a debit or credit card and it was less than 120 days ago you can go straight to your card provider and issue an item not as described chargeback, that will get you a full refund from the seller.
john1297576
Mentor6 months agoI think reading the sellers various messages, the answer is yes, they have lied, or alternatively are very ignorant of how ebay works.
What it boils down to is they have avoided refunding, and just make up their own rules when they reply to you.
I would suggest you contact Citizens Advice, who may be able to help as they do have contact with Trading Standards.