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. 

[sandypebbles]

Maybe you could have read the buying basics

Or asked here

eBay is all about the buyer, always

If you do not use the tools given and then make all the excuses under the sun for failing to do so, that is on you alone 

Don't rely on the seller for you not having a clue what you are doing

And then abuse other members for it

The policy could not be more clear

[markthomson35]

Maybe because I am getting older and my eyes are not as good as they once were and I been using a phone. Do we not just do the right thing as a seller and help the customer. Then when EBay steps in they can see that I tried to get resolution in a very reasonable timeframe yet they come back with a no and deny my appeal. Most business would refund and say next time make sure you lodge it this way. Job done, customer compensated and may return one day. Maybe even as a seller, so I can feel that warm embrace.

[domino-710]

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@markthomson35 wrote:

Your comfort in the warm embrace of eBay is transparent. Sellers that use eBay in lieu of actually being accountable. In plain English for you. Or is accountability something totally devoid in the world of some of you keyboard caressing, savvy side hustle (but really just two bit busted backside) eBay sellers that that can’t make ends meat in the real world. 

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Meat - in the real world is available at your local Supermarket.

[twyngwyn]

Who is the 'carrier' that deemed the item as lost? Are they accepting responsibility?

What is the value of the item?

Did you pay insurance?

[markthomson35]

The carrier is DHL on forwarded to DAI Post. DAI have deemed it lost and told me that EBay is responsible for the refund.  It’s a low ish value item so it’s really just the principle of getting someone to account. I didn't pay insurance and didn’t know that this was even an option. Thanks for trying being helpful and not just accusing me of being a clueless buyer like so many others in this community. Thanks for taking the time, it’s appreciated. 

[twyngwyn]

my opinion - DAI is the culprit here

[countessalmirena]

@markthomson35, 

The other responders here are trying to let you know that the MBG process is actually straightforward and in the buyer’s favour. As long as you follow the MBG timeframes and its T&Cs, an INR refund claim should go ahead without a problem.

You’ve obviously put in a great deal of effort in trying to get a refund, and of course you should not be out of pocket if an item doesn’t arrive. The only problem is that your efforts were past the timeframe… and eBay’s refund process is bot-driven and is literally “to the second” in terms of time.

The way to ensure you are protected by eBay’s MBG is to act within the timeframe. You’ll see the EDD (which is a date range) in your purchase list, so you’d note that. If the item hasn’t arrived by the latest estimated date, then you can open a refund request.

Personally… and this is just the way I handle non-arrival of orders as a buyer … I would probably check with the seller a few days past the latest EDD, and hold off making a refund claim until a week or so later - but at the very latest I’d only wait until, say, 25 days past the latest EDD. I’d not ever leave it until the last day before that 30-day period is up.

Even after you open a dispute/claim, although the seller should respond with a solution (such as refunding you) within three business days, if you’re prepared to wait because of the vagaries of international deliveries you actually have an additional 21 days from the date of your opening the case/request.

It’s to the second… so you’d need to be on top of the timeframe. About 18 days from the date of opening a refund request is the VERY LATEST I’d wait if I thought the item was delayed and could still turn up. At that point, escalate the dispute by asking eBay to step in. (The option in the dispute to ask eBay to step in only becomes available 3 business days after opening the case.)

Again, this is bot-driven. If the tracking shows that the item hasn’t been delivered to you, eBay will refund you.

If you don’t escalate within 21 days of opening an MBG case, the dispute will automatically close and cannot be reopened.

Don’t forget that you can always repay the seller if an item turns up later. Caveat though - if an item was sent via eIS (eBay International Shipping), it’s eBay (not the seller) who funds any refund, and I can’t see a clear way for the buyer to pay again in that case.

I cannot overstress how much the advantage is yours as the buyer. Act within the timeframe and you’re covered.

Have you read through the relevant Help pages? It’s worth your doing that.

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

https://www.ebay.com.au/help/buying/shipping-delivery/changing-delivery-address-method/international...

https://www.ebay.com.au/help/buying/returns-items-not-received-refunds-buyers/get-help-item-hasnt-ar...

https://www.ebay.com.au/help/buying/returns-refunds/ask-ebay-to-step-in?id=4701

[imastawka]

I'll wade in here - 

On every listing is this -

Shop with confidence

eBay Money Back Guarantee

Get the item you ordered or your money back. Learn more

Why would you miss seeing that?

It's not hidden in small print.

Even a first-time buyer shouldn't miss seeing that statement to instill confidence in buying.

[twyngwyn]

do you have tracking?

have you filled out this form?

Home - DAI Post

[markthomson35]

Twyngwyn, thank you for trying assist once again. I did have direct contact with DAI by phone and email and they have provided me with confirmation that’s it’s lost. I appreciate people telling me about my failings to understand eBay process. What many are failing to empathise with me on is the fact that the seller was acting to resolve my issue and  I wasn’t even aware of the need to lodge an Item not received because I had an expectation that it was being handled as per their communications.  It’s really disrespectful for people to call out my lack of understanding when I thought I was being diligent going direct to the seller.  If the sellers that fail to empathise with my situation don’t see this for what it is because you are so across the process then “jog on”.  Once again thank you to twyngwyn for being proactive and not so judgemental. And if you are a seller who believes customer don’t deserve refunds when they don’t get their items, then have a good look in the mirror. I’m calling out all those have been disrespectful and I have only responded in kind to those for being cheeky and dismissive. If you believe that bots should be in charge of managing the grey and nuance then good luck.