Refused delivery policy not clear with ebay staff
Summary: fantasybound initiated a discussion about unclear policies regarding refused deliveries on eBay, expressing confusion with the information provided by eBay staff. sandypebbles and other participants engaged, possibly trying to clarify the situation or share similar experiences. Despite several back-and-forth exchanges, the exact details of the policy confusion were not fully elucidated in the posts.
I have recently had an interaction with ebay support staff that was very inconsistent and the operator interpretation seems to contradict consumer law. I recently refused delivery of an item due to it being waterlogged. After the usual issues with the vendor refusing to come collect the item and issue a refund I opened a case, the case was initially put on delay and after waiting the 5 days, I contacted ebay support for a resolution. The first operator agreed to process a refund, but couldnt verify my account unless I logged off which disconnected my chat. This happened again a second time, so the 3rd time I requested a call back. There is where I ran into an issue, the ebay support person that called back reviewed the whole case and all the notes from the previous contacts and then said that ebay policy meant that I had to organise the return of the item that I had refused delivery on before a refund could be processed. I explained that under consumer law it wasnt my item to return and I had no obligation at all.
What I'm wondering is, are ebay support staff informed of consumer law, or atleast were to find those laws and are they aware of the differences in obligations between returning an item under warranty and refusing to accept a delivery?
lezned-toycollector
·6 months agoIn response to your OP title, "Refused delivery policy not clear with ebay staff"....
Based on the information you've provided and the end result, it would appear that the policy is in fact very clear to eBay staff.
sandypebbles
·6 months agoeBay staff type from pre-written scripts and you would need to ask eBay 'high ups' why they don't train their staff
There are no warranties on eBay unless you buy from an authorised seller/re-seller
If you refuse delivery, you are not covered by the eBay MBG
And you certainly do not get to say the seller has to come to your home to collect the item (how could they if they refused delivery?)
What kind of case did you open?
You can't open not received when you refused to accept the item and you can't open not as described for something you refused
It was your item if it was addressed to you
Ironic you say eBay staff are not informed on consumer law (true) and 'delivery policy' yet you display no understanding of either
Your choices as a buyer resulted in you not being covered by the eBay MBG
You *could* have opened one had you accepted delivery and then opened a case
It is spelled out very very clearly
eBay Money Back Guarantee policy | eBay
The buyer refused delivery of the item
Covered:
Not covered:
If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing.
fantasybound
OP6 months agofantasybound
OP6 months agosandypebbles
·6 months agoAgain, there are no warranties on eBay.
The eBay MBG is not a warranty.
And it is not 'as I say' it is as per eBay policy, it would have involved you accepting the item and then opening a not as described dispute, meaning the seller would have had to of paid return postage if they wanted it back
It has nothing to do with opening it or removing it and wholly to do with refusing to accept delivery
fantasybound
OP6 months agofantasybound
OP6 months agofantasybound
OP6 months agoIt is also perfectly legal under Australian consumer law to refuse a damage delivery, and you are then obsolved of all further responsibility for that item, saving you all the hassle of checking, documenting and organising refunds or returns, personally I know which I would choose.
gutterpunkz05
·6 months ago