Refunds for guest purchase

[gimo_3]

Hi, I recently purchased a computer on an Ebay store. The computer was "new" from a legitimate store, and the store refund policy on the page states that items are able to be returned within 30 days of purchase, and: "the buyer is responsible for return postage costs. You must return the items in their original packaging and in the same condition as when you received them."

The computer had a second hand cable and did not perform in accordance with the stated specifications (it was very slow, less than half stated battery life and I felt it was not in as new working order). Following a few days trying to sort it out with the store and with the computer manufacturer I returned the item as per the returns policy. The seller is now refusing to provide a full refund. I purchased the item as a guest on Ebay so cannot initiate the returns assistance section from Ebay to help me with this. Can anyone advise how to get Ebay to step in? Any other advice on this matter? thank you. 

[padi*0409]

Use the link below for guest purchases.

https://www.ebay.com.au/help/buying/returns-refunds/returning-item/returning-items-bought-guest?id=4...

Edit. Snap Papermoon.

[papermoon.lady]

Maybe you can find some help here:

https://www.ebay.com.au/help/buying/returns-refunds/returning-item/returning-items-bought-guest?id=4...

[gimo_3]

thanks for the replies everyone. I have been able to speak with someone and they are following up. Much appreciated. 

[jellybirddesigns]

Hope you get it sorted, but in future, you need to open a proper dispute in order to get your money back. Not much point in communicating back and forth with a seller who knows the ropes and is trying to get around Ebay guidelines. The reason the seller is refusing is because you did not open a case. Please read up the buyer guidelines on what to do in the even that an item does not match the description.

An item that is not as described/faulty is NEVER your responsibility to incur a return cost, not matter what the seller says in the listing. They cannot override Ebay's terms. The only time you should have a return cost is if you change your mind about something. And now you have no way of getting that extra postage cost refunded.

If you had opened a dispute, the seller (assuming within Australia) would have had to issue you with a return label if they wanted it back, or refund you. 

[*sons_and_daughters*]

The OP said they had made the purchase as a GUEST. Therefore, they don't qualify for the MBG, so can't open a dispute. Not sure why anyone with an active account would buy as a guest, but they did.

To the OP, in future, use your registered ebay account to make a purchase. Never buy as a guest. It serves no purpose. Also, where a seller's refund policy states that the buyer is responsible for the return postage, that is only for a change of mind return. If the item isn't as described, then as Jelly said, the seller has to send a return postage label if they want the item back.

[jellybirddesigns]

@ tipping - the OP can open a dispute through Paypal though?

[padi*0409]

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@*sons_and_daughters* wrote:

The OP said they had made the purchase as a GUEST. Therefore, they don't qualify for the MBG, so can't open a dispute. Not sure why anyone with an active account would buy as a guest, but they did.

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Yes they can TP, see the link that Papermoon and myself posted earlier.

[*sons_and_daughters*]

Well, there you go padi*0409, I was wrong and happy to admit it. A friend of mine used to regularly buy as a guest, despite having an account, and when she had issues a few times, she wasn't covered by the MBG. Good to see they changed that so it's fair for all. I finally convinced her to stop buying that way, and she hasn't for quite a few years.

[gimo_3]

This system is sending me mad! I have waited the required time ebay said to wait after they lodged the dispute and now am trying to contact them to say I need them to take steps because the seller is just doing doing nothing. When I try to get them to call me the online system says to try again  during office hours (which it is) ... can anyone help me? It is weeks since this seller took my money and ran!