Ebay dispute - next step

itsanne

I bought a phone for my son, but it wasn't used for three weeks. (I had it still in the box.) When I tried to charge it etc before giving it to him I discovered (eventually!) that the power button was faulty and requested a refund. The seller's response was along the lines of "You've had it three weeks so you've done something to it" - understandable but in a mildly aggressive tone.

I replied, politely, with exact details of the problem, which turned out to be a common problem with that phone, and pointed out that even if I'd used the phone it should have lasted more than three weeks, but the seller simply repeated what he'd already said. I therefore said that there was little point in continuing the conversation and would ask ebay to intervene on September 1st (the earliest date possible).

I didn't make the request before going out for the day and the seller did so first, on the grounds of a problem communicating with each other.

Never having had a problem with a seller before, I'm not sure how the dispute system works so my question is, do I now put my side of the story to ebay or leave them to view the communications for themselves? I don't see a way of adding anything but might be 'looking and not seeing'. I don't actually care whether the seller or I triggered ebay taking over as long as it doesn't mean they are biased towards whoever asked them to do so. The actual communications will speak for themselves. Presumably ebay will still consider my initial request for a refund?

forgotmyname

Open a not as described case and wait for them to tell you to send it back, make sure its tracked and insured.

They get the phone back and you get your money back, except maybe the return postage (maybe).

theonlywayisup

Have you opened a case? Why did you have to wait until 1 September - is that because you have the case open? It sounds as if you've opened it and the seller escalated it.....if that is the case, you cannot now add anything to it. As long as you explained the item didn't work on first use you will be ok. eBay should ask you to return it, they may provide a label, but be mindful of proving the return to win the case.

itsanne

Thank you, forgotmyname and theonlywayisup.

Not having complained about anything before, I maybe initiated the wrong case. I asked for a refund (expecting to return the phone too!) rather than item not as described. Waiting until September 1st was because that was the date specified by ebay before it would become involved.

Assuming ebay finds in my favour, I'll definitely make sure the phone is tracked and signed for - something I hadn't thought about before your replies!

itsanne

Thanks again. I thought you might be interested in the result:

[FONT=Arial, Verdana]Hello Anne,
Thank you for contacting eBay Customer Service regarding the Smartphone (item XXXXXXX) that you have purchased from “XXXX”. I’m sorry to hear that you are having an issue with this transaction.

After reviewing the case, we've decided to have you return the item to the seller for a full refund. This means you will be refunded the cost of the item and the original postage. Generally, in these cases when a buyer has to return an item to a seller the cost of the return is something which is worked out between the parties involved, but in this case we have issued you a pre-paid postage label that you can use to return this item to the seller.
[/FONT]

the_lunatic_is_in_my_head

Returns have replaced "not as described" cases in most instances, eBay will most likely provide a pre-paid return label at the sellers expense or issue a refund without a return (eBay claim to do this if the seller refuses the return).

Either way with the new returns flow you'll very likely get a full refund and if a return is required a label for the return.

hehazone

Yes, if eBay has provided a pre-paid label, then use it, very likely to be a ParcelForce one. Also make sure you keep the receipt.

Otherwise, please post it with a tracked delivery eg: 1st/2nd class recorded to ensure a tracking is available for confirmation of delivery.

jeffuk

hehazone wrote: »

Yes, if eBay has provided a pre-paid label, then use it, very likely to be a ParcelForce one. Also make sure you keep the receipt.

Otherwise, please post it with a tracked delivery eg: 1st/2nd class recorded to ensure a tracking is available for confirmation of delivery.

Recorded Delivery is unreliable as it does not always track as delivered, RM Special Delivery or tracked via a courier like Myhermes (https://www.myhermes.co.uk/) £2.78 is better.

theonlywayisup

jeffuk wrote: »

Recorded Delivery is unreliable as it does not always track as delivered, RM Special Delivery or tracked via a courier like Myhermes (https://www.myhermes.co.uk/) £2.78 is better.

Only SD from the Post Office is suitable for a mobile phone.

The OP should have received a RMT (Royal Mail Tracked) label from Ebay.

itsanne

I've received a Collect+ label, and am to send the tracking code to ebay. So all is sorted.