Items Not Working As Described

[res_203]

Hi everyone,

I bought 4 emergency globes a few weeks ago and only 1 works as described. Should I open a dispute with Ebay or deal directly with the seller?

They were delivered on the 13th of December. I have not had time to test them out until now.

I have not had this problem before.

Thanks

[davewil1964]

Contact the seller, if they are not registered in another country, initially.

If no, or an obfuscating, response within a reasonable period, open a not as described case with eBay.

Noting that you can only open a case up and until 12 January. I personally would expect a resolution from the seller within a week.

Noting also that a promise of a refund if you don't a case or a claim that they cannot provide return shipping costs would be a massive red flag.

[res_203]

They are in China.

Thanks.

[davewil1964]

Open an item not described case through eBay.

And don't, in future, buy electrical items from China. They are unlikely to be manufactured to Australian standards, nor will your insurance cover you for any damage caused by them. They are cheap for a reason.

[countessalmirena]

I would give the seller until end of business Monday - no later.

If seller issues you full refund without requiring you to return the item, all good; you can throw out the faulty items.

Otherwise you need to open a return request on the basis of the lights not as described, not working. Give the seller the required 4 days after that before escalating*, if the seller doesn’t agree to the refund - within the case. Everything at that point has to be within the case/return request.

Don’t close the case before it’s all resolved; a case/return request once closed can’t be reopened.

* Escalation by asking eBay to step in becomes possible four days after opening the case if the seller hadn’t responded satisfactorily. If you are returning the item (seller agrees to refund upon return if the item), seller must provide return postage label for you to print. You must send back the item using that label, and when tracking status shows the item’s been delivered, seller should refund you.

In the event that the seller doesn’t, ask eBay to step in, and there should be no problem with eBay actioning the refund.

https://www.ebay.com.au/help/buying/returns-refunds/returning-item?id=4041

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

[springyzone]

You've bought from China and you are running out of time to make a claim.

That's the reality.

Do not under any circumstances leave this to the last minute, as in 11th/12th Jan.

Anything could happen and you could miss the deadline.

My first inclination would be to go straight into a proper ebay claim for item not as described or faulty. You don't have to contact the seller, you don't need their permission to do this.

The problem is if you contact the seller (even though ebay may recommend this), they are probably going to try to delay you. Either take a few days to get back to you or else promise to resend the items. You might very well reply that you would rather have a refund but this back and forth correspondence takes up more of your time and if you are not careful, the deadline will pass.

You'd be better to just open an ebay claim straight off. If they respond and refund you through that, as far as I know, their account will not be affected. In any case, your first priority is getting your money back and this is the quickest and surest way.