Are parts of ebay down again??

soolin

587td wrote: »

I did open a case for SNAD on eBay but eBay closed it the very same day.

What reason did they give for not allowing g a SNAD claim?

587td

I started the request with eBay on 24/09/2014 and they sent a Return closed message back the same day, they didn't give any reason at all.

Brooker_Dave

587td wrote: »

I paid by MasterCard through PayPal.

S75 or chargeback could be the way to go.

They can't sell stuff here as a business and not allow returns under our law.

soolin

587td wrote: »

I started the request with eBay on 24/09/2014 and they sent a Return closed message back the same day, they didn't give any reason at all.

Speaking as a seller , it is almost unheard of for a buyer to lose a DNAD claim so I am confused how it got closed so quickly.

mgdavid

back OT - yes, I can't access messages either. B nuisance as I have 2 messages, I have sales ending this evening, and cannot read the messages or therefore answer them. Not good, at all.

587td

In actual fact I did complain to eBay using their on line chat facility and thought that I had got a result. The operator looked in to it and escalated it to a different department. they told me, this is an extraction from the transcript
.Ulysses 15:15:57
(text removed by MSE Forum Team), to help you with this I will be issuing you a full refund for the amount of £411 as a courtesy as I can see that seller is not willing to help you return this item.

Ulysses 15:16:23
You refund will be process within 3 to 4 days.

Brooker_Dave

587td wrote: »

Ulysses 15:16:23
You refund will be process within 3 to 4 days.

But no refund?

587td

Correct, I waited for a full 7 days and then contacted them again through live chat. this is an extraction from the transcript.


Dana 11:45:53
I apologise for the delay (text removed by MSE Forum Team). The reason why it has been delayed is because my colleague had put a wrong amount for this item, he just requested an amount of 411GBP. But you don't have to worry as we have corrected it for an amount of 448GBP.

587td 11:48:42
Thanks so much for your help (text removed by MSE Forum Team), would you be so kind as to message or email that to me so that I can show my carer

11:49:34
Yes (text removed by MSE Forum Team), I will be sending you this copy of our conversation so you have your reference.

]11:49:45
I really do apologise for the inconvenience.

587td 11:51:24
Thanks again (text removed by MSE Forum Team) what will I have to do after the refund is processed

11:52:56
Once you received your refund (text removed by MSE Forum Team), you can return the item to the seller if you still have it.

587td 11:56:11
But the seller refused to accept a return and that is why I am being refunded.

11:58:16
If the seller refused to have the item them there's no further action is required from you. You just need to wait for your refund to be credited on your PayPal account.

11:59:07
Do you have any other issue that you would like me to assist you with?

Brooker_Dave

And still no refund after that?

Have you contacted them since?

587td

Yes I did. This is a full copy of the transcript.


[/COLOR][/FONT][/B]13:39:24
Welcome to eBay Live Help, my name is (text removed by MSE Forum Team). Thank you for that information. I'd like to help you resolve this as quickly and easily as possible.

13:40:58
Hello (text removed by MSE Forum Team), can you provide me the item number please?

587td 13:42:08
271608220399

13:45:59
I understand the concerns you have expressed in this situation. Please give me 2 minutes while I look into this for you. Is that ok?

587td 13:46:35
Yes thankyou

13:49:14
Thank you for patiently waiting (text removed by MSE Forum Team). Upon checking this case, I can see that the issue on your account is being handled by the relevant department and I will need to transfer you to them so they can best assist you with this matter. Is that okay?

587td 13:50:02
Yes please

13:50:05
Thank you. I have noted all your concern for the next representative to know right away. Please stay online while I connect you to them.

14:08:56
Good afternoon, (text removed by MSE Forum Team). I apologise for the long wait due to the unexpected increase in the number of members contacting us today. No worries, I'll do my best to address your concern in a timely manner.

14:08:58
Please bear with me for a minute or two to check your previous conversation with the other representative.

14:10:39
Thanks for waiting patiently and as I understand, you would like to do a follow up with regards to the refund you have requested which until now has not been processed.

14:10:41
Is this correct?

14:12:22
Hi, I'm just checking to see if you are still online with me?

587td 14:13:43
Yes that is correct

14:14:04
It's good to know that we are still connected and thanks for confirming this. I appreciate the chance to check this for you. Would it be okay to put you on hold for 2 minutes?

587td 14:14:31
sure

14:15:00
Thank you and please stay connected, I'll be with you shortly.

14:16:51
My apologies for the delay. Would it be fine if I check this for you for another 2 minutes?

587td 14:17:42
please do

14:17:48
Thanks, (text removed by MSE Forum Team).

14:23:46
Thank you for waiting patiently and my apologies for the delay due to an unexpected issue from my end.

587td 14:28:09
will you be able to sort it out for me please as I am very ill and all this fuss is really getting me down.

14:28:13
Based on our records, it appears that your request for refund has been denied by our relevant team that reviews the return case which has been filed. As this is the situation, I'm afraid that you will not be able to receive a refund from us.

14:28:41
I'm sorry to hear that. Was the item sent back already to the seller?

587td 14:29:38
No the seller refused to have it returned to him.

14:31:25
I see.

14:32:06
If that is the case, then I would still recommend to try and contact your seller for an amicable resolution, as of the moment, I'm afraid that we cannot offer or process a refund, as the request was denied.

14:35:07
If they fail to respond back to your communications or refuse to abide with your request, then aside from reporting them through eBay, I suggest to report them as well through trading standards.

14:35:11
Trading Standards may then contact you directly if they are able to offer you help or if they need further information from you. If they needed us to take further action on the seller, then they can communicate with us and we will comply.

14:35:17
If you want to report something to them, contact the Citizens Advice consumer helpline on 08454 04 05 06.

587td 14:35:17
I might add that two weeks ago eBay told me they were giving me a courtesy refund of £411 and the last week they said the reason that I hadn't recieved it was because they had made a mistake and that it should be £448 and that I would get it in 3 to 4 days.

587td 14:37:08
Unfortunately I cannot phone them as I have had major surgery for mouth cancer and cannot talk.

14:38:52
I wish you the best for your fast recovery (text removed by MSE Forum Team), unfortunately, this is the best option that I can provide at the moment. Although the previous representative has advised that you will be refunded, we can only request this to be reviewed and processed, which I'm afraid that the request has been denied.

14:38:57
I would really love to do what's best for you and honestly, I wish I could do more. It's just that at this point in time, this is the only resolution I could offer. What I can do instead is, I’ll take your scenario up with our policy manager on our next meeting so they can look at it and perhaps, they can include this when they do our process improvement.

14:39:19
For now, please try to contact your seller or trading standards for other options. You can also try contacting PayPal for any options to file a case on their end.

14:39:23
You can contact PayPal directly by clicking the 'Contact Us' link at the bottom of the PayPal homepage or call 0800 358 7911. This is a toll free number as long as you are using a UK landline. PayPal's opening hours are:

8:00 am to 10:00 pm Monday to Saturday

9:00 am to 9:00 pm Sunday

587td 14:41:55
Thanks for your help but how can eBay say one thing to me and just change there mind without even contacting me.

14:46:53
You are welcome and please know that the reason why the claims has been denied, is due to the item was sent to you in parts and you were asked to combine and build it, which is under your control. Please know that we can only grant the request if the item was sent to you completely and there was a fault found in the purchase.

14:47:03
I do apologise for the delay, as I have checked the reason why it was denied.

14:48:38
I would like to apologize if the resolution to your problem is not what you wanted, but other than this issue. In the meantime, please allow me to tag your "closed and resolved" for now. Ok? After this session, I will be sending our chat transcript for your reference. Thanks for using eBay and have a great day ahead.

System14:49:09
The chat session is being wrapped up.

System14:49:09
The chat session has ended.

System14:49:09
This chat was on 10/11/2014. All times in the above transcript are in the following time zone: (GMT) Greenwich Mean Time : Dublin, Edinburgh, Lisbon, London