eBay returns

[pspw-8]

Why won't eBay respond to my emails asking for a full refund on goods that were not as advertised? I bought a boxed set of DVD's, advertised as new and unopened. When they arrived, 5 of the DVD cases were damaged, one was damaged internally and the DVD's were sliding around inside the damaged case. Interestingly,  the 2 undamaged cases were the 2 on the outside of the set. The box that housed the DVD's with the printing and graphics was worn on the corners and along the edges, not damaged, the printing had worn off down to the cardboard. I contacted the seller, who said he had bought many things from Amazon and they were in perfect condition, so my purchase must have been damaged in transit. He said he would let eBay decide and they gave me a refund of $100, I appealed against their decision and demanded a full refund $142.80. I have sent eBay 2 further emails and have not had a reply to either. I have sent pictures of the damage to the cases and the box and have had no reply. I sent the request for a refund within 15 minutes of receiving the package, this is the reply I got from the seller

Sorry I have proof that it was ordered directly from Amazon US (this is the third sale, & the first time something like this happened)
Everything was intact when it was sent.
The damages to the cases were most likely caused by transport, although four out of seven cases would appear exceptional
The stains & marks on the discs are from poor handling and/or use
Ebay will have to decide on this matter as to the amount of deduction

I think he agrees that the damage was from poor handling during use difficult in less than an hour of receiving them.

Any idea how I can get eBay to respond to my emails?

[pspw-8]

I agree, posting on this forum is not easy, there is only one line of type visible, makes it hard when you try and correct words

[pspw-8]

Sandypebbles, I bought an item that was advertised as new, but it wasn't. I contacted the seller who said it was not damaged when he sent it and referred it to eBay to resolve. eBay, resolved it by awarding me $100 back, because the item was damaged, the reason I wanted a refund. I appealed the decision and have heard nothing back, I sent the appeal email on 31st December.

This is eBay's policy:

eBay Money Back Guarantee covers most transactions on eBay. It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing.

The item was damaged and it wasn't new so it didn't match the listing.

[countessalmirena]

You have possibly been given partial refund only if you didn’t want to return the DVDs. As I understand it, some of the DVD cases were okay and the DVDs were playable…? If you were agreeable to ousting the whole lot back, you should have been fully refunded.

[pspw-8]

I returned the DVD's because 5 of the 7 DVD cases were broken on the outside, one on the inside so the DVD's were sliding inside the case and were scratched. The box on the outside was worn on the edges, not dented or torn. I sent them back because they were damaged, but were advertised as new and un-opened. eBay refunded $100, not the full amount because they said the returned item was damaged. I sent them pictures of the damage and wear and appealed their decision, I have heard nothing back apart from an email saying they would re-open the case, that email was sent 31 December.

[sandypebbles]

So, once again,  (sorry, no idea what the forum is doing, keeps posting while I am still typing)

Anyway

You needed to have opened the correct dispute (not just send them back to the seller)

Ebay did not decide anything, eBay is not the seller and has no idea what condition the dvds were in when you got them, nor when they arrived to you

Once a case is closed, it is closed

If the seller said otherwise, they are telling you stories

It is not how disputes work

There is no 'partial refund' on goods not as described where an item not as described dispute has been opened and followed through with by the buyer

You, the buyer would have had to of agreed to the $100 for that to happen

As advised, you need to contact eBay who do not read the member to member forum

[pspw-8]

So once again???

[sandypebbles]

pspw-8 , as I said, it kept posting mid comment, which I have notified the forum mods of. Nothing I can do about technical glitches on the forum end from my end

[pspw-8]

I did everything through eBay, they sent me the return label and told me to send it back to the seller. He said the item was damaged and referred it back to eBay for a resolution They awarded me $100 because the item was damaged, the reason I sent it back. eBay has been involved from the beginning, they asked me if I wanted to appeal their decision and I said yes, they haven't come back to me since. They state that if something is wrong and the seller won't refund the money, they will, that is eBay return policy.

[countessalmirena]

You returned all of the DVDs? You didn’t play the DVDs? You did not cause any of the damage through mishandling? If so, this has got to be stated unambiguously when making a claim.

If the DVDs were damaged in transit, that is the SELLER’S responsibility. Seller can try to claim insurance from AP/courier.

That the DVDs came from Amazon is nothing to do with the case.

Get on to Live Help and explain these things, point by point, clearly, relentlessly with the utmost politeness.

[pspw-8]

Thank you Countessa, I will try that. Before I sent them back I took pictures to show the damaged cases and the worn box that contains them. I would have thought it was a simple job to see if something has worn through use or damaged in transit, but eBay doesn't seem to be able to tell the difference.

[pspw-8]

Thank you everyone, especially you Contessa, I have just finished chatting on Live Help. when I got passed the computer and they have agreed to give me a full refund, I will keep checking to make sure it arrives, they said within 24 to 48 hours, it looks like my persistence and your help has paid off, thanks again.

[countessalmirena]

Excellent result! It helps when the situation is clarified in point form, I think.