eBay's Money Back Guarentee policy

[jvdv]

If you read all the hype on http://pages2.ebay.com.au/eBay_Money_Back_Guarantee you would be thinking that your customers would be covered in the event the item was not delivered ...

So a buyer bids and wins two items of clothing and pays by PayPal. The items are sent in an Australia Post satchel however a week or so later I get a message from the buyer saying the parcel hasn't arrived. To cut a long story short it seems AP didn't deliver the parcel - the tracking webpage says "Attempted delivery - incorrect address".  The address is the same address to which the buyer has had previous eBay purchases sent to and the address is both the same on her eBay and PayPal accounts.

A case was oened on eBay by the buyer 10 days after the parcel was sent.

I contact AP who say the parcel will be returned to me but it was not received and eventually AP advised that they were unable to locate the parcel. At the same time I suggest that the buyer to lodge a claim with eBay under their Money Back Guarentee policy.

Today eBay sent a message saying in part:

"eBay Customer Support has reviewed the case and made a final decision.

We decided not to issue the buyer a refund. You don't need to do anything else for this case. The hold on this PayPal transaction has been removed. This case is closed.

Decision:
This case has been decided in your favour. The hold on this PayPal transaction has been removed.

Putting myself in the buyers position I find it misleading of eBay to highlight their Money Back Guarentee and then refuse to offer the buyer a refund.

eBay promote this by saying "Shop with Confidence" !!!

[lyndal1838]

So you would rather have the dispute decided in the buyer's favour?   The buyer would have received a refund at your expense and you would have received a defect for not settling the dispute by refunding without ebay intervention.

[rolling_head]

I do not have confidence in Ebay's money back guarantee policy either. Example 1: I bought a faulty new camera monitor from China last year. I complained to the seller. It wasn't listed as being faulty. The seller took advantage of the short period of time that Ebay allows to claim for returns. He did this by asking me to post the monitor back to him in China. He claimed it was ok then posted it back to me. The shipping between the two countries was very slow. He knew this and wasn't in a hurry to return the camera promptly. It still didn't work with my brand new camera upon its return. By the time all this was done, I had run out of time to make a claim. Not good enough in my opinion. I strongly advise Australians to take care when buying electronics from places like China. Better still..don't. It is a gamble and you cannot depend on Ebay's supposed protection in circumstances such as the above. Example 2: I bought a 2nd hand action camera from QLD. It wouldn't be recognised by two android devices. It should have been but it wasn't. The seller claimed it worked fine and to send it back. He then claimed it works fine. He sent it back to me and it still doesn't get recognised by either android devices. The moral of that story is not to trust what anyone says about their 2nd hand electronics in Australia. Buying is at your risk if the above are any example. Ebay has been useless for those two refunds and I am hundreds of dollars poorer as result. If a product doesn't work, why the hell shouldn't a buyer get his money back? Over to you Ebay.....

[lane-ends]

Thats the loophole MBG does not cover AP proven losses.

This should be made clear.

[ausbargainbasement]

Yes i agree, had the same happen on our other ID, AP satchel addressed to SA customer, not delivered to customers address, they opened a item not recieved case, we uploaded the tracking number in the Paypal dispute, week later case closed in our favour, as deemed delivered, checked  the tracking info later ourselves, indeed shows delivered to Alelaide airport ? OK great we won the case but AP stuffed it up and did not deliver it to their address, but to the airport, goodness knows who got that one.

[jvdv]

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@lyndal1838 wrote:

So you would rather have the dispute decided in the buyer's favour?   The buyer would have received a refund at your expense and you would have received a defect for not settling the dispute by refunding without ebay intervention.

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It's not a question of who won or lost, the post was relating to eBay's MBG wording being misleading.