eBay

dml123 · ‎04-08-2025

Hi,

I've spoken to eBay on the phone about this and they said I'd be emailed with a response within 48hrs days ago and never was (this happens a lot I find) and since today the new chat system doesn't seem to work (leaves me waiting and when I cancel the chat it says there was an error) and the callback doesn't work either (getting messages saying they've tried to ring me when they haven't) I thought I'd ask here! Usual eBay nonsense.

I'm in the UK, bought a poster from the US, it turned up damaged because the tube was bent in transit. It was an industrial tube that you can't crush with your hands so was well packaged. Definitely a courier failure.

I spoke to the seller and also saw I could only request a refund by opening a return case so did so. The seller got an email saying I would get a refund through Global Shipping and that the item would not be returned to them. They would not be out of pocket as it's a courier issue and I would get my refund. I'd paid for this extra protection when purchasing so am covered.

However, my end it says I still have to return the item, which I don't want to do as it's an extremely rare poster. I do however want my refund as I would not have paid the amount I did for a damaged item and am within my rights to have said refund as it was damaged by the postal system.

I contacted eBay on the phone as aforementioned and the advisor understood, couldn't find and answer and said I'd receive an email from the shipping department with an answer about what to do. That should have been Friday at the latest and it's now Monday and I've been told this before with issues in the past and never heard from the erroneous shipping department.

Legally I know I'm entitled to this refund. It's just a case of taking it up with USPS but since it's through eBay that makes it hard to see through. The seller has been told that they don't need to do anything, so they're not looking into it any further their end for fear of going against eBay as they believe a decision has been made and all will be fine. I however have only a week left to get this resolved and cannot physically contact eBay as they won't let me.

Any advice would be appreciated.

Kind regards,

Liz

xyz307xyz · ‎04-08-2025

Does the return case state a UK address or US address to return to?

dml123 · ‎04-08-2025

I've just checked and it's to eBay's International Shipping in the US so a returns department. On that basis, it looks like they want it returned to them before allowing a refund which is ridiculous because it's a courier issue. I have photographic evidence and the seller has even been told that I, the buyer, will receive a refund.

Thanks for asking, it made me check the return address and I can see it isn't the seller's. If I'm correct with the above, that's ridiculous as it'll mean eBay or the shipping company will sell it off elsewhere to make their money back (I've heard of this with businesses/couriers before when they say it'll be "disposed of" etc). It's a rare poster too so I'm sure they'll make a decent amount! It's definitely not being returned if this is the case. I'll argue it.

xyz307xyz · ‎05-08-2025

Theoretically, in my view, ebay should provide a label to return it to the US then. (They could provide a label to the UK if that's where they want it sending.)

You can't insist you keep the (damaged) item and also get a full refund.

Is there a button/option to Escalate the refund case? Did you open it with the reason "Item damaged" or similar?

Can you ask the seller for a screenshot of this bit "The seller got an email saying I would get a refund through Global Shipping" - and then refer to this in discussions with ebay.

I doubt you'll get anywhere with USPS as you didn't buy the label.

Keep trying for a callback - it was obviously working before.

style_wise · ‎05-08-2025

Your choice is cancel the Return Case, and keep the damaged item at full price. Or return it for a full refund.

Sometimes in this situation, where there was courier damage, GSP refunds you and lets you keep the item (the Seller keeps their funds too), but not always!

It is correct that the return address is an eBay processing centre, not the Buyer's address. Yes, the damaged item will probably be resold. You can keep your eye open for that listing and may be able to purchase again at a discount.