Money Back Guarantee - No item delivered, but eBay sides with seller?

[richard_a_phillips]

I've been a member of eBay since 2002 and have a 100% feedback for both buying and selling items. Recently I bought some batteries for my 'Neato" robotic vacuum. They cost AU$70 so we're not talking cheap. Anyhow, the batteries never arrived and the tracking info for them showed they never left the USA. I gave the seller the benefit of doubt and agreed to being sent a replacement set, but they also never arrived.

I raised a case with eBay about this, and I contacted them when the case was about to expire. They went off and have come back with the following:

_____________

eBay Customer Support has reviewed the case and made a final decision. We've considered the case carefully and decided not to issue you a refund. We're sorry this didn't work out.

Decision:
This case has been decided in the seller's favour.

_____________

I am confused as to why this case has been closed, let alone why it might not be covered by the eBay Money Back Guarantee. I have bought an item but not received it. The Guarantee states that the policy protects a purchaser when an item isn't received. I followed all the required steps. Does anyone have any idea why this might have been closed? I have asked both eBay and the seller for further information but have heard nothing - perhaps the seller provided eBay tracking info showing it had been delivered somewhere? I simply don't know. All I know is I paid for something and never got it. And before anyone asks, I have all my packages delivered to my work mailroom where they get sigatures and record all deliveries so I *know* it never arrived.

At the moment all I can see from my perspective is the 'eBay Guarantee' means nothing. If anything, it is worse that that because it is giving people a false sense of security when making purchases on eBay. Not impressed.

[digital*ghost]

Is it possible that the items were stopped at customs? Some batteries are quite fine, others can cause problems, and if customs interepted the package that is considered the buyer's responsibility (ref: import laws and regulations are the importer's responsibility).

Sellers do need to provide eBay with proof of delivery in normal cases - if the seller never provided the number to you, and communication is still amicable, I would contact them and ask for it so that you can determine what might be the cause for non-delivery and (hopefully) chase it up.

[richard_a_phillips]

Thanks for the suggestions. Good point about customs - it's always possible, but I was never contacted by customs and I did give all my contact details to the seller so in theory they should have been with the package. The batteries aren't lithium (the ones that I believe cause the most issues - http://auspost.com.au/parcels-mail/dangerous-and-prohibited-items.html) so it's unlikely that would be the problem though.

I have indeed contacted the seller, yet again, but have not got any response..... that is part of my frustration - lack of communication from the seller as well as eBay. If the seller gave me tracking info on the second set of batteries, or told me they had been held up or some other reason I could accept, then fine.... or if eBay told me they had been given proof of delivery and could show that to me - well, also fine. I might not be happy as I still don't have what I paid for, but fine.

The seller has a 99.6% positive feedback with over 92,000 sales so I thought they should be fairly above board.... but at the moment it looks like that might not be the case.

[lyndal1838]

What shipping method is the seller using?

If it is the GSP then I fear that is your answer.   Pitney Bowes (GSP shippers) are a law unto themselves when it comes to shipping anything.

They flatly refuse to ship any knives at all to Australia because certain knives are banned.

In view of the fact that Lithium batteries are a no-no for posting via AP it is a good chance that the GSP will not ship any batteries at all.

If this is the case, you will not be told....the batteries will just not show up and you will have a heck of a job finding out what has happened....and an even harder time getting a refund.

[davidc4430]

took me a whole 30 seconds to find the batteries in australia with free delivery for $99

[4green2000]

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@davidc4430 wrote:

took me a whole 30 seconds to find the batteries in australia with free delivery for $99

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never understood people who buy from OS when they can get the same product here for approx the same price, faster and much less hassle..

a friend bought from OS a new nikon camera outfit ,lenses etc. found out later it was cheaper in AU for the exact same product. not that hard to do a search and get prices here in AU first.

and god help them if they require warranty service.

[phorum_junkie*]

If they have been held by customs then either you or the seller should have been informed. If I were you I would open a Paypal case for item not received, that is always the best option for a lost item, ebay disputes are best for not as described.

[shalimarsway]

If Lithium batteries "are banned in Australia", then why are Lithium batteries available to purchase here? Someone's clearly permitted to import them because I'm pretty sure Australian industry is too cheap and lazy to manufacture Lithium batteries themselves.

[lyndal1838]

Nobody said Lithium batteries are banned in Australia.  They are banned from being sent through Australia Post unless you have a Dangerous Goods Licence and an account with Australia Post....and send the batteries in the appropriate packaging labelled for Road Transport only.

There are freight companies who specialise in Dangerous Goods transportation....at a price.

[pauldem]

Totally agree, both Ebay and Paypal guarantees are practically useless. I had a similar situation where the item I received was damaged. I sent photos to the seller who agreed to send a replacement, this dragged out for three months with many broken promises and no replacement ever sent ! In the end Ebay said it was too late for a claim and Paypal found in my favour but wanted me to post the item back at my expense !! Total waste of time, and because it dragged out so long, I was unable to leave the appropriate feedback.

I'm now using Ebay/Paypal very rarely and only for local transactions. Prefer to use Aliexpress for everything else.