Refund for non delivery

[markthomson35]

Hi, just checking in with other EBay users for comment. I am based in Australi and ordered goods from a US seller in March this, almost 3 months ago. The seller sent the goods via the EBay assigned carrier and were lost once they arrived in Australia. The carrier has deemed the parcel lost and I have requested a refund but neither the seller or eBay are willing refund me. How is this lawful and how do they get away with it. I’ve complained on twitter and I keep getting different excuses including that it is now outside the 30 day money back guarantee. The way I see it, they simply refuse to refund you within the 30 day period and push the obligation back on the seller even though it was not the sellers fault or responsibility once the goods left their door. Now it’s oat the 30 days they closed my case and say that I’m not eligible for the money back guarantee.  I’ve gone to twitter and the app itself. The conversation is now about 30 messages long and they still refuse to act. Don’t use EBay. If you have an issue like this make sure you reach out to the Australian Competition and Consumer Commision for information on how to raise a complaint and follow up with the relevant State government ombudsman. It is simply

 not good enough for a company to behave in this way.  Australian consumers should expect far better ethical standards. 

[twyngwyn]

....but, if they have provided you with confirmation of loss, then surely that is their responsibility to compensate??

[domino-710]

One would suppose so - but perhaps it depends on their T&C's.

[markthomson35]

Twyngwyn, I would be interested to know who is actually responsible given it has been deemed lost. For those sellers questioning why I didn’t go direct to EBay within the MGP I can now confirm after going through all the emails that the seller confirmed with me that they had made a claim with DHL and my refund would be processed. Any reasonable person might think that this would be enough.  I’m still waiting and eBay are not willing to intervene.  Thank you

[domino-710]

Good luck with waiting for a refund - good grief.

[sugar249]

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@markthomson35 wrote:

Twyngwyn, I would be interested to know who is actually responsible given it has been deemed lost. For those sellers questioning why I didn’t go direct to EBay within the MGP I can now confirm after going through all the emails that the seller confirmed with me that they had made a claim with DHL and my refund would be processed. Any reasonable person might think that this would be enough.  I’m still waiting and eBay are not willing to intervene.  Thank you

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And there you go,  you trusted the overseas seller, to process a thingy with DHL and provide you a refund,  and now are blaming Ebay because you came outside the MBG period.

[repentatleisure1952]

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@markthomson35 wrote: For those sellers questioning why I didn’t go direct to EBay

Many (including me) of those replying to you are only BUYERS.

At 72 & with poor eye sight I have no trouble seeing the eBay Money Back Guarantee on a listing.

Perhaps it might be time to try your bank & open a chargeback in order to receive a refund.

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[twyngwyn]

the seller confirmed with me that they had made a claim with DHL and my refund would be processed

that would also be the case in Australia.....I once (as a buyer) supposedly had a parcel delivered....no, I was home that day, and definitely did not. I contacted the seller (who was not helpful) so I contacted A.P. who told me that it is the seller's responsibility to make the claim. As an added precaution, I also lodged a claim at my end.....this went on for weeks and ultimately PayPal refunded me (the buyer) and debited the seller's account. 

Seller was furious, so Paypal refunded her as well.

So, how did you pay?

[countessalmirena]

OP, that’s really unfortunate.

Yes, you trusted the seller… and sadly that left you vulnerable. The seller may well have had good intentions - but when it comes to online buying, my approach is to trust the protection specifically provided for buyers by the online marketplace/platform. That means no waiting past the timeframe of that protection.

Anyway, hopefully you’ve now gone through either PayPal or your bank. Can you update us with the outcome? This helps other people who might find themselves in a similar dilemma.

And… you’ll never let the MBG period run out with a non-arrived (or not as described) order in a future purchase.

[markthomson35]

 Is it not enough to expect a refund when your seller tells you that you will get one. All I am asking is that eBay now steps in to resolve. 

[domino-710]

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@markthomson35 wrote:

Oh sugar249, you’re not very sweet. Is it not enough to expect a refund when your seller tells you that you will get one. All I am asking is that eBay now steps in to resolve. Hardly asking for blood. 

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The seller has told you - they will refund - quite honestly - that's an old one.

When the EDD has passed - you ask eBay to step in - which they will if an item has not been seen to be delivered - or not as described.

Hardly hard.