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How do I contact ebay to make a formal complaint against a seller?
Summary: family_gj_aj_dd shared a frustrating experience with a seller on eBay, where the seller claimed delivery issues and refused to refund, directing them to open various cases. This led to suspicion about the seller's integrity, especially after reading negative feedback from other customers. Another participant, tim_deals88, inquired about warranty issues with a different seller, but was informed that eBay and PayPal typically don't cover warranties unless purchased from an authorized seller. 039-peter expressed dissatisfaction with eBay's customer service and their policies, while others emphasized the importance of using eBay's tools within specific timeframes to address disputes.
Purchased an item on 14th August. Received a message from them saying they were preparing the order and their courier refused delivery because it was outside their delivery zone. They asked for an alternative address and mentioned preferably residential. (Address is residential) so they can try several couriers. They said they would refund. Then said refund failed. Told me to open a cancellation request. I won't do this. The menu of the cancellation request process is not even closely applicable for customers to request a cancellation. There is not an option that says 'seller wants me to cancel' or 'seller won't post' They said they had contacted ebay, and ebay had told them to tell me to open a cancellation. Next message from them was quite strange. Message after that said to open an item not received case. Well, can't do that until after the estimated arrival date. Read through their negative feedback reviews. They try this tactic on many customers. My bad. Should have read the feedback first. This member really should not be on ebay. They lack integrity. Don't believe couriers refused delivery because of zoning. Couriers deliver Australia wide. Item location was listed as being in Kemps creek. Nothing on their listing about not posting to WA. The interaction feels like A.I.
mod-paul
·4 days agoHello everyone,
This older thread has been closed to keep our community current and easy to navigate. If you have a related question or would like to continue the conversation, we invite you to open a new thread.
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The eBay Community Moderation Team
039-peter
·5 days agoEbay is useless. They have designed their website so they can't be contacted. As for their Money back policy. Can't even apply for it in regards for an item that wasn't delivered.
davewil1964
·5 days agoYou can if you use the Money Back Guarantee tools provided to you, within the applicable time limits. No need to contact eBay, just follow the required procedures and you get your money back.
sandypebbles
·4 days agoWhy can't you contact eBay? the option is there for every member
Why do you need to contact eBay?
It is the buyer's responsibility to open and follow through with an item not received dispute. There is no reason to contact eBay to do so
If you don't know the basics after 15 years, eBay staff who have no to minimal training are certainly not going to know
tim_deals88
·1 month agoHi
I bought a product which has failed under warranty.
The merchant does not respond to my messages for a repair/ replacement or refund.
What can I do to get a replacement or refund. The merchant still is operational as I can see them selling other items on ebay?
Thanks in advance.
Regards
Tim
sandypebbles
·1 month agoThere is no warranty unless you purchased from an authorised seller/re-seller who is registered in Australia
How long ago did you buy?
What was the item number?
Best to open your own thread for this, rather than post totally off topic question on someone else's old thread
springyzone
·Jul 9, 2026 at 11:42 PM · Edited@tim_deals88
Ebay (and paypal for that matter) do not cover warranty issues.
Ebay has a strict 30 day window from when you receive your item (or should have received your item) in which to make a claim for a faulty product, or something that doesn't fit the description in the ad or something that has not arrived.
You are well past that 30 day window & the seller is ignoring you. They know very well there is nothing you can do.
Unfortunately, when you read ebay ads and they mention a warranty, those are often just words on a screen. There is no real warranty unless you bought off an authorised seller of that product. And it is sounding as if you didn't do that.
Ebay will not take action. As far as they are concerned, if the seller supplied you with the product as advertised, that is all that matters. That is the limit of ebay coverage.
In future, be very wary of buying anything on ebay where you would prefer a warranty & doubly wary of anything overseas.
*casey*
·5 months agoThis too important to post in the 'comments' as it's yet another warning for buyers.
"Road4two wrote
the unit i bought carried a one year warranty"
It's already been explained to road4two that there are no warranties unless purchasing from an Australian authorised seller or reseller of the item.
I was going to post an exception to this rule.
Strict criteria is required when applying to join the Refurbished program and displaying the 'Refurbished tick of approval' and 'Certified Refurbished' on listings. These listings must offer a one year warranty.
https://www.ebay.com.au/sellercentre/refurbished-program?srsltid=AfmBOopzQ2LxuTSZT0zcya0fTbFZqBnJx7kVRpegjY0rDrKbl2GH4fMa
BUT
When I had a look for some of these listings, the first listings shown in my search were from a seller who has:
1) Only been registered for 4 months, 50% feedback, score (O)
2) 50% feedback
3) 2 eBay automated feedback
4) 2 negative feedback
The seller never sent the item
The item never arrived
The seller still has $1000s worth of multiple item listings for laptops, PCs etc.
Needless to say, at the time of posting this, eBay's very happy to leave the listings right where they are !
So another buyer beware warning.
DO NOT rely on an 'eBay approved seller' for a one year warranty on refurbished listings as there's a very good chance that it won't apply at all and you'll lose your money.
*casey*
·10 months ago@josmenj0
It's best to start your own thread if you have a different problem to the OP but do you mean you've received an item not as described 3 times ?
If it's within 30 days of receiving an item, you need to open an 'item not as described' claim through eBay's Money Back Guarantee. The seller will need to pay for return tracked postage
https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
The same rule applies to Paypal.
If you've left it too late , you could try a chargeback through your bank
*casey*
·10 months agojosmenj0
·10 months agoI need to returning a package and the help I get from ebay is useless, this is the 3 time they do this
road4two
·5 months agoyou are right in your comment. I purchased an item through ebay end September 2025 and seller's website said double induction cooker and when delivered it was a single cooker. Through ebay the price was halved which was okay. I tried to use the induction cooker on only two occasions and while I was halfway on my cooking the unit's power stopped. I contacted supplier and after providing instructions to send photos of the unit and found at the back of the unit the label did not carry the unit's serial number. The unit supplied was a refurbished one. I have consistently complained to ebay and the seller but my complaint fell in deaf ears. ebay does not want to communicate and seller as well. please do not continue shopping through ebay. both seller and ebay are unhelpful.
sandypebbles
·5 months agoALL you needed to do was open and follow through with an item not as described dispute, which you should have done in the very first place
Complaining to eBay is useless, you are well outside the time limit for anything to happen
If you choose not to use the tools you are provided, you are not covered.
Not to mention the seller in question has garbage feedback and are registered in China.
All 100% avoidable by caring who you buy from and using the MBG when things go wrong
lezned-toycollector
·5 months ago@road4two
That's a ludicrous statement. Others need not stop using the eBay site just because you personally don't understand how to utilise the buyer protections you are afforded.
If you're assuming others will mimic your actions, it would be much more prudent to advise them to simply follow correct procedure.
*casey*
·5 months agoI think roadfortwo is recommending not using 'that' seller on eBay, not 'all' shopping on eBay.
roadfortwo, you purchased cheap Chinese rubbish from a Chinese seller with bad feedback.
They also sell wheelchairs, e scooters etc and NONE of these would pass mandatory Australian safety standards. Needless to say, eBay's happy to make money from all of these dangerous items and promote these shonky Chinese sellers as a "Top Rated Seller" !
lezned-toycollector
·1 month agoQuote... "please do not continue shopping through ebay"
Personally, I NEVER make assumptions. When someone says "please do not continue shopping through ebay", that means exactly what it says... "please do not continue shopping through ebay".
*casey*
·1 month agoAnd you didn't think to mention that 4 months ago ?
Someone must be bored !
lezned-toycollector
·1 month agoI didn't see your comment until today. Perhaps you may think you're personal assumptions might allow you to reply to a comment 4 months in advance, but that just wouldn't work for me.
Personally, I prefer to read a post before I respond to it, but you do you and I'll do me 😉
road4two
·5 months agosandypebbles
·5 months agoroad4two
Again, there are no warranties on eBay unless the seller is an authorised seller or re-seller for the brand and registered in Australia, zero, nadda, nil, not real, no excptions
eBay do not provide, vert nor enforce warranties even when a real one does exist and eBay do not cover anything past the 30 day MBG.
Plus eBay would have no idea where there is a repairer in Sydney .
Go to Fair Trading by all means.
They are not going to help you with something eBay does not at any time say they cover, nor will you get any action after all this time. Nobody's personal opinion is going to change the policy nor get anyone special treatment It does not matter how long someone has been a member (my main account is from 2005, I don't think 'I should get' anything.
And being a long time member, there is no reason not to know the most basics of buying the eBay MBG etc etc
And no, nobody replying here works for eBay nor gets paid by eBay (the go to retort used by those who do not want factual replies
Ironic when eBay staff themselves are not aware of basic polices, or that you have even posted on the forum they don't read
*casey*
·11 months agoThey're dropshipping and have appalling feedback.
eBay won't do anything
They use the excuse that they can't deliver to your address when they're out of stock.
If they cancel the transaction using that reason, they'll be penalised by eBay so they're asking you to cancel.
Don't do it.
sandypebbles
·11 months agoYes, you should have read feedback first
Sellers like this are still on eBay largely because buyers choose to keep supporting them
Buyers cannot cancel. only the seller can do that
And also true you have to wait until the last estimated delivery date has passed before you can open an item not received dispute
Complaining to eBay will achieve next to nothing, other than a copy and paste reply along the lines of 'they will contact the seller and remind them, blah blah blah' and most of eBay help is indeed AI
Just as the dodgy seller in China with feedback in the toilet you have left a neg for, this one, as you have said, has horrid feedback
Takes 5 seconds to look at feedback, and care about who you buy from
Do not communicate any more with this character. open the dispute as soon as it allows and follow through with it
And as from delivery, quite possible also they are getting it from some third party in China given their photos are lifted from other websites