Question Re: Ebay does not protect buyer at all - closing account in Member To Member Support DO NOT DELETE

Ebay does not protect buyer at all - closing account

glitzybuyfleur — Wed, 07 Feb 2018 07:40:51 GMT

It appears ebay do not protect the buyer
I recently purchased an item which was defective as well as counterfeit and returned.

The seller would not issue a postage label and refused to liase with me. There is no option to request a postage label on the returns process so i had to pay to send the item back myself.

Seller refused to liase again.

Customer service in ebay was shocking.they informed me that the shop would not have ti pay petrol if i returned an item to them.

Before i close my account which i feel i have no choice to do i want to escalate so that people have a chance of protecting themselves.

I have reported seller for non genuine goods and you can see on feedback i have not been the first. Is there anything else i can do.?

I have one last thing to sort on ebay before i close.

Re: Ebay does not protect buyer at all - closing account

pixiesen2012 — Wed, 07 Feb 2018 07:46:10 GMT

ebay protect the buyer to the point where sellers are leaving because of it,

you should have opened an item not as described case in the Resolution Centre

sellers cannot 'refuse' a not as described case and the buyer is issued a prepaid returns label and are fully refunded on the return of the item,

sellers do NOT have to pay your petrol to return an item.

Re: Ebay does not protect buyer at all - closing account

tressygirl — Wed, 07 Feb 2018 07:46:50 GMT

A buyer is 100% protected under eBay's 30 day MBG, BUT you do have to follow instructions on a case carefully, and not listen to any promises from the seller to close a case early for a refund or replacement.

For a defective item you open a case for item not as described, in the Resolution Centre, link at foot of most pages.

This gives the seller 8 full days to refund you, if they do not, the option tom escalate tom eBay appears. Escalate on day 9, and you will be fully refunded.

If the item requires to be posted back, the case enforces the seller to pay for that fully tracked return postage.

You have to be careful and open the correct case, that is, one for item not as described, and not to open a returns case. Then follow instructions, it does end with you, the buyer, getting a full refund.

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Wed, 07 Feb 2018 08:06:50 GMT

The case was opened under item does not work or faulty. This does not give an option to request a postage label nor anything toward a refund of postage.

Once seller refunded the cost of an item the case was closed.

It did not give further assistance.

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Wed, 07 Feb 2018 08:08:04 GMT

Does not work or defective, that should have read

Re: Ebay does not protect buyer at all - closing account

023mjc — Wed, 07 Feb 2018 08:08:20 GMT

Ebay protects the buyer one hundred percent. If you follow the directions on ebays money back guarantee, and open the correct case, the seller could have been made to send you a pre paid label whether he wanted to or not.

It's just about foolproof. You either opened the wrong kind of case, or you didn't open one at all.

Those who have read the money back guarantee already know how to use it to protect themselves.

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Wed, 07 Feb 2018 08:10:31 GMT

It does not give any option to pay postage. It gives you an option to update tracking details. That is allit done.

As the seller told me he was not liaising with me through message anymore as i had opened a case i was careful about how i handled the returns case

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Wed, 07 Feb 2018 10:04:02 GMT

I stated above which case i opened. I can screenshot and send you a copy??

Can i do that on here?

Re: Ebay does not protect buyer at all - closing account

corred — Wed, 07 Feb 2018 10:15:12 GMT

At the end of the 8 day period after opening the case you should have escalated it to Customer Services, pointing out at that time the seller had not issued the required returns label.....

eBay would then either have issued the label & charged it to the seller OR they would have refunded without you needing turn the item

They are unable to enforce a refund of the P&P if you pay it yourself

eBay actually has the highest level of buyer protection of ANY online site & offers virtually no protection for sellers

Re: Ebay does not protect buyer at all - closing account

red_magpie — Wed, 07 Feb 2018 10:17:09 GMT

People here don't hesitate to criticise eBay when it's justified, but to claim that eBay doesn't protect the buyer is simply untrue. If anything, they over-protect buyers to the point of being unfair to sellers.

Didn't you use eBay's money back guarantee? You would have received a full refund. If the seller is in the UK they seller would even have been required to provide a prepaid return label if they wanted it back. If they were abroad even the law couldn't make them pay return postage.

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Wed, 07 Feb 2018 10:22:52 GMT

Red magpie. Have you read my comments and answers?

Case was opened to item not working or defective. It did not give an option to make the seller pay postage.

I have returned items before, i know how to open a case.

I was refunded for the item but not my postage costs. I had to post myself as seller refused to send postage label and told me to liase through the case where there was no option to request postage label.

Item was refunded but not my post.

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Wed, 07 Feb 2018 10:31:00 GMT

So if i had of left it and waited for seller to send postage label, would the case not have closed because i did not send it back to get a refund? I had so many days to send it?

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Wed, 07 Feb 2018 10:33:44 GMT

So from what i can gather now is you have to open the case under not as described and not item not working or defective in order to get your postage return paid.

That doesnt make sense and extremely sneaky for sellers to rely on people clicking the link that will benefit them.

I dont see that as protection.

Re: Ebay does not protect buyer at all - closing account

plpmr — Wed, 07 Feb 2018 10:44:26 GMT

Buyer's have the very best possible protection if the process is followed.

clearly you don't know how a not as described case works - open then escalate after 8 days which gets you a returns label - send item back - get full refund.

As to the feedback - again you seem not to be clear as you have left positive feedback and your follow up can be removed.

As they are business sellers you can try trading standards as the seller is obliged by law to cover your returns costs.

Re: Ebay does not protect buyer at all - closing account

arkwebus — Wed, 07 Feb 2018 10:51:03 GMT

I am completely confused as it seems you opened a "return" case rather than a "not as described" case. The seller cannot decline to assist. It is pointless as you have found to ring eBay as they do not always understand 100% the detail of what you are talking about.

If the item is a "fake" or "damaged" then clearly it is not as described?

Only if the correct case is opened will the seller be required to send a return label [if in UK]. If he does not then you need to escalate the case after 8 days to eBay.

As an example of how eBay protects the buyer if the seller declines the case or does nothing until the case is escalated eBay may simply refund the buyer without the buyer needing to return. EBay also protects the buyer in that if the buyer opens a "not as described" case when there is actually nothing wrong [or it is at least open to interpretation] then eBay [which has no means of investigation] will simply find for the buyer whatever the seller may think.

It would be a shame if you left eBay after such a long time particularly as in my view this is all about a misunderstanding as to how to use the system

Re: Ebay does not protect buyer at all - closing account

pixiesen2012 — Wed, 07 Feb 2018 16:18:23 GMT

how does it 'not make sense'?

if you want to be covered by the money back guarantee, you have to use the money back guarantee processs,

a return request is for when the buyer changes their mind, not for when the item isn't as described or is damaged.

Re: Ebay does not protect buyer at all - closing account

corred — Wed, 07 Feb 2018 18:05:14 GMT

@glitzybuyfleur

No because you would have had more than the 8 day escalation ped

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Sun, 11 Feb 2018 08:41:27 GMT

Actually i checked this out during the week and it does state that a postage label will be sent on both areas if selected.

But i noticed a problem. If you do this on the phone there is no option to request a postage label.

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Sun, 11 Feb 2018 08:44:25 GMT

You have to click a return ? And then select not as described or item defective.

Both areas tell you that sellers must send a postage label however there is no link to request one. Certainly not on mobile app.

Re: Ebay does not protect buyer at all - closing account

glitzybuyfleur — Sun, 11 Feb 2018 08:46:48 GMT

I didnt open anything at all? I received refund for the item ? Just not post

I did open correct lines and also done correct thing.