Both the seller, ebay and paypal not dealing with a return/refund

[lothlorien789]

Hi, 

      I bought a soundbar (over £200) less than 180 days ago.  It broke and after checking for advice from the manufacturer tech support (i kept the ticket), I sought to contact the seller for a refund.  The seller has text on his account paraphased as 'I get a lot of emails so don't respond to them'

I contacted ebay and was politely referred to paypal dispute resolution.

I logged a dispute by speaking to someone when electronic methods didn't work, but they did not record the detail that I wished.  The seller agreed to a full refund provided the item was returned.

I sent it tracked and saw it was delivered.

The paypal dispute asked for tracking information and 'proof of delivery' which i provided (once I understood what it was).

Paypal denied the dispute saying the the POD wasn't proof, but not explaining why.

I am at a loss to know what to do next?

- go back to ebay customer services

- appeal paypal decision

- small claims court

- give up

Any advice gratefully recieved.

[redwick1 · Accepted solution]

You had 30 days to open a dispute on ebay.

You did have 180 days to open a dispute on paypal but paypals money back guarantee if usually for items that are not as described when you receive them and not when they go wrong after use.

It is hard to say why you lost the case if paypal allowed you to go through the process.

If you have failed on paypal

Ebay and paypal money back guarantees are for items that are not as described when they arrive

and not a warranty.

Any warranty is between you and the seller.

If they are business in the UK then contact Citizens Advice for their help as if they are  a business in the UK then you may have rights under UK law

If overseas or a private seller then there is nothing you can do.

See the bottom of the page on the link where it says

Ebay Money Back Guarantee is not a product  warranty

https://www.ebay.co.uk/pages/help/policies/money-back-guarantee.html#receive

[lothlorien789 · Accepted solution]

Thanks Redwick1 - yes a US seller - but does ebay not have an obligation for it to be possible to contact the seller about items ceasing to work (which I couldn't)

[lothlorien789 · Accepted solution]

There is UK law in relation to items breaking - consumer rights act 2015 (which seems to relate to the 180 days)

[lothlorien789 · Accepted solution]

money back guarantees are usually in addition to law, does uk law not apply in this case?

[redwick1 · Accepted solution]

If the are overseas then there is nothing you can do no matter what the UK law says. That only applies to items bought from a business in the UK. Uk law does not apply to items bought overseas as there is no way to enforce it. If you want a warranty then it is best to buy from a business in the UK . The money back guarantee on ebay and paypal or over and above any rights you may have in the UK.