Need help - Refund issued is not received and ebay customer service is not ready to help

[shaikam59]

Hi All, 

Please if anyone could help on this one. I bought 2 items using a coupon issued from Ebay. 

The items were not delivered from the sender.  For the first item a refund was issued. When following up with Ebay they said that the refund is issued on the coupon. The coupon terms were one time use and I couldn't use it again. So I called them and I was told by Ebay that they escalated it and then i spoke with someone who was quite rude and said that she cant do anything about it and refused to help. So I lost around 20 dollars for no fault of mine. I told her there is another item in the same order hopefully it gets delivered. If  its not delivered at least the refund should be made differently. 

Now the other item in the same order was not delivered and a refund was issued. Same thing repeated and the refund was to the coupon that I am told is one time use and I cannot use it. I have lost money for no fault of mine.

Is there a way to speak to someone in authority who actually understands the issue. As I believe its not the company(ebay in this case) but its the customer service representatives who are not doing the job correctly.

Thanks!

[countessalmirena]

@shaikam59,

You probably won't want to hear this, but you really have not lost anything. A coupon issued by eBay is an unexpected offer subject to terms and conditions, and among those conditions you would have found the following:

• Returns. If you return or seek a refund on any item purchased using this discount, the value of the discount will not be refunded to you.
• Cancellations. If you redeem this offer and the transaction is subsequently cancelled, the value of the discount will not be refunded to you and the transaction will still be considered a redemption under clause 6.

Under no circumstances would an eBay voucher end up being cash in your wallet or bank account. You haven't lost money.

It is annoying, I agree, to count on receiving an item with a nice discount, but if you don't receive the discount, you've not actually lost anything... You just haven't RECEIVED something, which isn't the same thing. (But that may be cold comfort.)

I hope that the next voucher-discounted purchase goes more smoothly for you.

[janeababe]

You said:  ‘I have lost money for no fault of mine’

Since it wasn’t actually ‘your money’ to start with, how have you lost money? 

[imastawka]

So you want a refund on the coupon amount, meaning you want more money than you paid?

Bet you haven't liked the answers you've gotten so far.

[sandypebbles]

Nor when they posted the same thing the first time and ignored all the replies

https://community.ebay.com.au/t5/Buying/Terrible-experience-with-Ebay-and-the-customer-service-dept/...

No mention there of using their own money with the voucher

[janeababe]

Ergh…. I knew I’d read this issue before somewhere….. good lord, 5 days later and she’s still banging on about it! 

[springyzone]

I think I recall your user name. We keep hearing about this coupon, could you clarify for us what type of coupon it was?

The only type I can think of where ebay would issue a coupon that might cover the entire cost of a purchase is maybe something like an ebay voucher for those who join ebay plus.

Most other discount codes are for a % refund or in the nature of '$5 off' purchases over a certain amount etc

Most discount codes have conditions attached to them-either one use or else they can be used a limited number of times within a certain time frame. They are also non refundable if a purchase goes belly up. I think that has been explained earlier.

 I fully understand that the gift voucher is dangled by ebay as an incentive to get people to sign up for programs such as ebay plus. There are a lot of customers who sign up for it purely because of that voucher as they figure they get a year free, virtually, to try it out.

You're not going to get ebay to refund the value of the voucher. Very unlikely to happen. The main thing now is to decide (if the voucher was an ebay plus sign up voucher) if you want to stay in it after the first year. Keep an eye on it and if you decide no, you don't want to pay next year. make sure you opt out well before any automatic renewal.

[shaikam59]

Thanks but you just didn't get my point. I am not after any discounted money. 

After discount the items come up for around 30 AUD. Then i paid it using the coupon. So i am only after that money. 

The coupon is what I got after I paid for Ebay membership of 50 Bucks. Not the 5 Dollar off for a 5 Dollar buy etc.  

Logically thats my money. You seem like a Ebay rep justifying something that is wrong. Here in Australia the customer service is top notch and i never had to hassle in similar scenarios be it online or instore buy. 

Anyways, I'll have to live with it is what it seems like

[shaikam59]

I have explained that above. Are we customers helping each other?

[shaikam59]

Wow. I just signed up here just a week back so I didn't know if my first message was posted,  So I sent one today with the details (Honestly didn't know how to use this forum, still havent read the messages there. Will do do after this message).  I will read comments there but don't look promising.