topic Re: buyer protections in Buying

buyer protections

deca1589-2 — Sun, 15 Jun 2025 13:39:10 GMT

I'm interested to know buyer experiences concerning eBay's role in respect of seller advertising and actions taken when issues are established. This derives from a current purchase activity where the product is being returned and full refund sought due to the delivered product 'not matching the product advertised'.

In this case there was corro around specs and the product to be shipped (pre purchase), and identification of material differences/issues (more than a dozen) between the shipped and advertised products (post purchase). Overall seller responsiveness, in several respects, has been poor and I now come to the point .. I suggest that even a casual half interested review of the facts by an 11 year old or, let's say, 'blind Freddy' would conclude that the differences between the advertised and delivered products are so great as to render any concept of similarity pointless.

What I'd like to know is .. beyond the AI chatbot and agent help responses, which are worryingly similar, has anybody seen serious action taken around misleading advertising?

Re: buyer protections

padi*0409 — Sun, 15 Jun 2025 13:46:58 GMT

Did you open a dispute under eBay's MBG or are you doing the return off your own bat ?

All disputes I've had with sellers (not many) have been awarded in my favour by eBay.

Re: buyer protections

sandypebbles — Sun, 15 Jun 2025 18:17:24 GMT

I have heard of people who opt not to follow eBay policy/use the MBG and expect eBay to cover them anyway

Did you indeed open and follow through with an item not as described dispute?

What is the item number?

And what kind of serious action do you mean?

Especially against a seller registered overseas, and especially IF the buyer has not used eBay protections in the first place (any comments about class action/ACCC/Australian consumer law have been from people buying from China and doing their own thing rather than follow policy)

Seller in China with 97.6% feedback, I would not have risked buying from in the first place

Re: buyer protections

*casey* — Mon, 16 Jun 2025 04:32:01 GMT

"In this case there was corro around specs and the product to be shipped (pre purchase), and identification of material differences/issues (more than a dozen) between the shipped and advertised products (post purchase)"

What is the item number ?

The Chinese seller sells items for babies (toxic, dangerous) and the elderly, electric wheelchairs, electric bikes and some very dangerous items when used in Australia.

None would meet Australian Safety Standards and could kill a child, burn down your house and / or kill your family.

Re: buyer protections

springyzone — Mon, 16 Jun 2025 20:49:44 GMT

Ebay's role is to do practically nothing.

They conform to all lawful requirements, that is all.

The fact is, they are not the sellers, they don't get to see the actual items, they wwouldn't know whether the items posted are as described or not.

If you get the wrong thing, you need to open a claim via ebay within 30 days as they have a money back guarantee. You'd probably win as ebay usually gives buyers the benefit of the doubt.

You can also leave feedback but be careful how you word it, just say something to the effect that you had a bad experience with that seller as you were sent something that did not match the item that was advertised.

Ebay probably won't take action against a seller though unless there is more to it.

For example, if someone came on to ebay selling items and was seriously scamming people eg taking money, not sending any goods, and ebay had enough complaints, that seller might be closed down.

If a seller tries to list something that is illegal to sell, that ad might get pulled (probably via AI)

But the fact is, ebay is pretty well flooded with counterfeit items and sometimes dangerous items, most coming from sellers registered in China.

It is not illegal for those sellers to sell direct to Australians. You'll see it on other sites too. Think ali express etc

Often those sellers get a fair bit of positive feedback because they do send the products and many Australians like the price & maybe aren't aware of safety issues.

So... some action is taken against sellers in some circumstances, but you'd be best to be on the alert and look after your own interests. be careful who you buy from and where they are registered. Don't rely on ebay at all.

Re: buyer protections

*casey* — Tue, 17 Jun 2025 02:36:02 GMT

Hopefully you opened a claim through eBay's Money Back Guarantee

https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-pol...

The seller's registered in China but the item locations show Australia.

In regards to safety, if necessary and relevant, be sure to point eBay to their own policy

which was updated on 2nd May 2025

The following types of items are not allowed:

Products where the sale of the product is prohibited by law or regulation, including products failing to comply with Australian Mandatory Safety Standards or which are subject to a a product ban in Australia
Products that pose a health or safety hazard as specified by government agencies

https://www.ebay.com.au/help/policies/prohibited-restricted-items/product-safety-policy?id=4300

Re: buyer protections

deca1589-2 — Mon, 23 Jun 2025 00:20:26 GMT

Thanks for the feedback and please take this as a limited 'reply to all':

- Yes I did and have throughout followed eBay processes concerning the purchase, return, communication and subsequent issues. However, and despite precautions being taken to limit risks, I have to acknowledge that desire did triumph to some degree .. mea culpa mea culpa mea maxima culpa

- There was also some venting in my post and a calmer mind knows that in reality there is no option and I should have no expectation of action being taken vis the seller's misrepresentations (no I'm not going to detail specifics - the seller has not dispute them)

- to the pointy end .. I'm optimistic (yeah I know) that the seller may finally accept that the goods were in fact returned and that the 'proofs of delivery and receipt' are valid (the main issue being identifying an almost unintelligible electronic signature or initial recorded on an electronic device used by the carrier) .. I'm having to go to quite extreme lengths in this regard and one almost crazy question overhangs the entire issue .. the goods being large, bulky and distinguishable would stand out like .. well, you know .. so, duhh why hasn't the overseas office asked their local warehouse are the goods actually there?

- hoping to have all this resolved soon (again, I know)

Re: buyer protections

*casey* — Mon, 23 Jun 2025 04:48:49 GMT

"Yes I did and have throughout followed eBay processes concerning the purchase"

"I'm optimistic (yeah I know) that the seller may finally accept that the goods were in fact returned and that the 'proofs of delivery and receipt' are valid (the main issue being identifying an almost unintelligible electronic signature or initial recorded on an electronic device used by the carrier"

Did the seller send you a return label with tracking ?

"why hasn't the overseas office asked their local warehouse are the goods actually there?"

Overseas office ?

The shonky Chinese sellers use dropshipping warehouses in Australia to sell unsafe, dangerous Chinese rubbish.

Did you return it to a warehouse in Australia, eg Lucky Union returns or similar , a dropshipping warehouse ?

Is the tracking showing as delivered ?

Does the MBG "item not as described" dispute give you an option to ask eBay to step in ?

Don't let the dispute time out or you won't receive a refund at all.

Re: buyer protections

deca1589-2 — Mon, 23 Jun 2025 22:14:46 GMT

Thanks .. I might just address some of your points:

- Chinese rubbish .. generally yes, but if your interest is ebikes then you have little option as, apart from some leading bicycle manufacturers offering ebikes, the majority have Chinese origin (they are the largest producers of emotors in the world) - I've owned several ebikes over the years and apart from 1x time (where the motor died and was replaced free of charge by the Chinese manufacturer) they have been cheap, reliable & served their purpose.

- 'eBay stepping in' and 'eBay help' would be the best examples of oxymorons I could imagine .. my experience suggests that engaging with Agents is no more useful/helpful than the chatbot algos

- yes, i am mindful of the dispute timeline

Re: buyer protections

sandypebbles — Mon, 23 Jun 2025 22:49:34 GMT

BIG difference between buying an e-bike from a proper China based manufacturer and buying an eBay that has been slapped together from the cheapest spare parts available in what is basically a dodgy seller in China's (for want of a better term) backyard

Big. big big difference

The e-bike does what it will do and catches fire/burns down your property and any property around you with it , or any other damage or injury or death it causes, insurance will not cover you

Please don't think for a moment that a random seller in China who sells ~~death traps~~ e-bikes is the same as buying an e-bike from a genuine company

It is not

Light years apart

Re: buyer protections

countessalmirena — Tue, 24 Jun 2025 00:02:32 GMT

I’ve posted often about this.

When something is manufactured in China under contract and to spec, it goes through rigorous testing for the certification process. Especially for electrical/electronic goods, they must undergo this process and have the required regulatory mark. It’s not a cheap process.

“There are regulations that apply to the supply of electrical equipment and appliances. The requirements set out in the regulations must be followed. A failure to do so is a criminal offence.”

“Regulations and Standards apply to all electrical equipment sold or offered for supply in Australia. Certain types of equipment are classified as prescribed. These pieces of equipment must go through a certification process which ensures the equipment is compliant to the relevant safety standards before being offered for supply in Australia.”

“Regulatory Compliance Mark (RCM)

Prescribed electrical products must have an RCM on the appliance or an Australian approval number to show that the product has been certified.
This mark is currently recognised by all States and Territories of Australia.”

The manufacture, too, is not cheap if the correct quality components are used, made of the correct raw materials. This is because by far the most expensive part of the manufacturing in China is the raw materials used.

But if the Chinese factory isn’t following those legally required stringent standards under contract to an established brand with quality control, going through the regulatory process, do you think for one second they’re using the correct raw materials? Do you think they’re manufacturing to spec with the right quality and safety and capacity components?

No. They’re not.

Anyone buying unbranded or fake-branded e-bikes from China is being foolish and risking their lives. Not only theirs, but others’ lives as well. Additionally, insurance won’t cover the damage if your house burns down as a result.

Chinese sellers will flat-out lie if you ask them “Does this meet Australian standards?” They have been known to provide faked documentation and compliance numbers, as well. If the foolish Australian buyer is willing to risk safety and import the illegal items, the Chinese seller certainly isn’t going to concern himself with such issues; it’s no skin off his nose.

There’s a world of difference between “manufactured in China for x” (where x is an Australian company or a company with Australian distributor, manufacturing specifically for the Australian market and following the regulatory processes even though those very expensive processes drive up their costs), and “manufactured in China” in unregulated factories as cheaply as possible, ignoring and bypassing and even faking Australian compliance regulations and standards.

Re: buyer protections

*casey* — Tue, 24 Jun 2025 02:30:01 GMT

I've re-read all your posts.

Everything indicates to me that you haven't opened an "item not as described" claim through eBay's Money Guarantee at all.

Your repeated mention of AI chatbot , engaging with eBay agents , the seller's overseas office contacting their local warehouse etc etc indicates that you've only 'returned' the item .

If you'd opened a claim through eBay's Money Back Guarantee, you'd see the process really is no more than clicking on a couple of 'reminder' prompts to ask eBay to step in.

Nothing to do with lack of help from chatbots /ebay agents at all.

Re: buyer protections

springyzone — Wed, 25 Jun 2025 00:05:59 GMT

@deca1589-2 wrote:
Thanks .. I might just address some of your points:
- Chinese rubbish .. generally yes, but if your interest is ebikes then you have little option as, apart from some leading bicycle manufacturers offering ebikes, the majority have Chinese origin (they are the largest producers of emotors in the world) - I've owned several ebikes over the years and apart from 1x time (where the motor died and was replaced free of charge by the Chinese manufacturer) they have been cheap, reliable & served their purpose.
- 'eBay stepping in' and 'eBay help' would be the best examples of oxymorons I could imagine .. my experience suggests that engaging with Agents is no more useful/helpful than the chatbot algos
- yes, i am mindful of the dispute timeline

I'm with casey here, it isn't sounding as if you have opened a proper ebay claim at all. Chatting with bots or even ebay agents isn't how you do it. If you are in time (up to 30 days after arrival of the item), you can do it yourself without talking to anyone, it is automated.

Go to your 'My ebay' section, find the item you bought, look at the drop down menu and open a claim.

Secondly, yes, a lot of stuff is made in China but if you go into an aussie store and buy something made in China, it should be made to Australian standards and specifications. Sometimes things slip through that aren't safe and there are recalls, but generally speaking, that's the process.

If you buy directly from China though, different altogether. Doesn't have to meet any of our standards and probably won't. There's a reason why there might be vast price differences and it isn't just because you've cut out the middle man, which is what a lot of ebayers think.