Ebay Customer Service

[chrise185]

Good Morning and Hello,

Does anyone have any advice for me , as unfortuntaley I dont seem to be able to get any assistance from Ebay directly . I purchased a new item in November for a Christmas present , which when open was found to be faulty , as per Ebay returns , I tried contacting the seller twice before asking Ebay for returns procedure . They asked me to wait another 8 days for the seller to respond , They have basically completely ignored all messages for me to return the item or refund my money . 

I am not a novice on Ebay , but am certainly not an experienced user , however if i sold something or was messaged by someone , i certainly would give them the courtesy of a reply .

I am now out of pocket and seemingly because it is out of 30 days there is nothing Ebay can do .

Regards

Chris

[tressygirl · Accepted solution]

I'm sorry Chris but neither eBy nor Paypal offer any guarnatees or warranties on items,  other than that they are as described on receipt,  if not,  hence you have to claim under eBay's 30 day MBG,  and within that 30 day period.  Paypal do have a 180 day policy ,but that is usually held for items not received,  you can try and claim with them , but here you are liable for that fully tracked return postage for the item.

Under eBay's 30 day MBG the seller is enforced to pay for that tracked postage if they want their item back first.  Cases are all automated,  once opened,  no need to contact eBay or the seller.  If the matter is not resolved in 8 days,  you MUST escalate on days 9 - 21,  if you do nothing the case times out,  and you cannot open another with eBay.

[chrise185 · Accepted solution]

Thank you for this , can I then just ask , when you say escalate after 9 days , I have tried contacting themagain today and also I have now logged it with Paypal . Maybe I am very naïve , but I really did think that Ebay would have tried to assist me a bit more by forcing the seller to contact me at the very least .

[papso22 · Accepted solution]

EBay takes no responsibility if you don't open a case in the 30 day window. Even if they did, they couldn't force the seller to contact you.

[captain*obvious · Accepted solution]

Tressy, the PayPal return postage scheme is closing to new members in a month. Once enrolled, people will still be eligible even after membership has closed so try and push people into signing up.

It's potentially worth up to £180 a year so worth being signed up to.

[tressygirl · Accepted solution]

Thank you 20*20 will do !  @captain*obvious 

[captain*obvious]

You can open a PayPal dispute.

Locate the payment in PayPal, click on it, click report a problem, click item not as described or faulty.

To avoid being out of pocket on the return postage costs opt into returns on us using the link below first

PayPal Returns - Shipping Refund | PayPal UK

[chrise185]

Thank you , much appreciated 🙂

[arkwebus]

It is utterly pointless contacting a seller. When you open the case that contacts the seller and eBay. 

It may be silly but if the seller refunded you without a case then he would get a defect on his account!

If you were within 30days of the delivery when you found it to be faulty you open a case in the resolution centre [below]. If the seller does nothing then on day 9 you must escalate the case to eBay [simply - in effect - by pushing a button in the resolution centre]. If you are outside the 30 days then [I believe] you can open the case but the seller can decline the case and not refund and you cannot escalate.

It is all automatic through the resolution centre. You certainly do not need to phone [etc] eBay. Apart from anything else if the CS agent does not 100% understand the problem you may get incorrect advice.

@chrise185