eBay does not honour their Money Back Guarantee

[philmax-ibrvtv]

On the 17SEP2021 I made a significant purchase on eBay of over 1000 USD. (CL060861285RU) I made sure to use PayPal as I was aware of the MBG policy that requires this to be used. Long story short my item arrived In country (Australia) on the 6th of October, where it was retained by customs which is in accordance with our customs policy as any item over 1000 dollars requires customs fees to be payed.

However I first became aware of an issue when I reached out to customs myself on the 19th of October asking to pay my required import duties. The customs officer notified me that they didn't have the parcel yet so he couldn't proceed and I should contact AusPost. I raised an inquiry for a missing item and  contacted Auspost on the 22nd of October, I was notified that they also didn't have the parcel and closed my inquiry, also informing me that I would be required to contact the seller to launch an investigation Via Russian Post.

I attempted to contact the Seller who I had not heard from since the 17th of September to no avail, unable to proceed I launched a claim as required via eBay on the 01 of November.  On the 06th of November I received an email back from eBay stating they had closed the case in my favour and pending approval from the High Value items team. 

Two Weeks passed and I had not received any contact from eBay or a refund so on the 21NOV2021 I reached out again to eBay asking what had happened, I was notified that I had been denied a refund because I was refusing to pay customs fees. This was perplexing has I had already made clear  that I had tried to pay these fees but I couldn't because the parcel cannot be located. 

I appealed this decision soon after stating I could show them Evidence of my contact with Customs and AusPost, however I was reassured this would not be needed. On the 24NOV2021 Ebay Closed my case in the sellers favour notifying me again that I should pay the customs duty or the item will be shipped back to the seller and on top of that I should contact the seller resolve my issue. 

In conclusion, when one is buying from eBay you are at high risk of losing money even if you follow all of eBays guidelines and policy. eBays customer service does not read what you send them and will just look at the tracking information and conclude that is good enough for their investigation. 

[papermoon.lady]

That seller with very low feedback is not even a registered user any more...

[philmax-ibrvtv]

I agree, there was probably a miss judgement on my part but everything looked very professional with all required Camera Specific information listed.  But regardless I don't think this discounts the fact that the eBay shouldn't pick and choose the policies they wish to uphold? All new sellers start with a low feedback rating and if you only shopped from larger sellers what would be the point of this site? 

[papermoon.lady]

There is no camera for the price paid by the OP in that seller's sold listings (last 3 months)... But interestingly, that seller is from Russia too and could be the same person (another account, but the same person). 100% feedback (only 7, and only as a buyer), and he is now unregistered. Hmmm....

[papermoon.lady]

Yes, that is it. You had mentioned  "over USD 1000", but it is significantly more.

Quite suspicious that the seller is not registered any more...

Sorry, but a seller from so far away with 0 feedback as a seller and only 7 as a buyer... and such an expensive camera... better avoid such sellers.

Maybe he even sent something else that Customs seized, not the camera?

Let PayPal know more details.

[jellybirddesigns]

I have an awful feeling that you've been scammed.

Not exactly sure how, but there are a lot of alarm bells.

Also, that feedback is probably as a buyer, not a seller. Many scammers buy some cheap rubbish from other sellers so they build up a bit of "positive feedback". Then they put a high priced item on the market and because they have a 100% positive feedback, it lures in a buyer like yourself, who doesn't realise that the feedback is buyer feedback, not seller feedback.

Please understand that anyone can put the camera information up and make a listing look really good, BUT, you really have to be on your guard. Buying anything very high priced online is risky. Buying a very high priced item from Russia, even more so. Buying a high priced item from a Russia seller with no seller feedback - very, very risky.

I think that whatever was sent, it was definitely NOT a camera. 

[philmax-ibrvtv]

If thats the case why would ebay side with a scammer? Seems pretty wild, anyway I can get in touch with anyone from the high value items team? 

[papermoon.lady]

They don't side with scammers, but they don't always get it right, so sometimes buyers have to fight.

Recently another person had been scammed with a pickup and they had initially sided with the buyer, but then decided to compensate the seller.

[philmax-ibrvtv]

Once eBay has closed a case is there anyway to open it or get in touch? I've already appealed once before.

Or is it down to PayPal now? 

[twyngwyn]

you have 180 days with PayPal....so I would hound ebay until there is no hope.

What state are you in, and what state is the camera in?

[papermoon.lady]

In general cases cannot be reopened, but sometimes they give a refund after a case is closed if they understand they were wrong. I think this is what happened to the seller with the pickup.

You need solid evidence though.

I think you should really try to get in touch with Customs again and find out what happened. I suddenly had this thought that it might have been something not allowed to enter Australia and they cannot find it because they destroyed it? They do destroy items sometimes if they cannot be disinfected or are totally illegal.

You really have to find out what happened.