We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
The Forum now has a brand new text editor, adding a bunch of handy features to use when creating posts. Read more in our how-to guide
We're aware that some users are currently experiencing errors on the Forum. Our tech team is working to resolve the issue. Thanks for your patience.
eBay promised refund, but now won't pay out!
vod
Posts: 21 Forumite
Hi, hope some of you can help with this. I'm wondering where we stand with consumer rights...
My husband bought a live PA speaker from eBay last month. He paid £185 inc. postage. The seller basically wrapped it in a bin bag to post, so it was damaged when it arrived with the essential parts rattling around inside it making it unusable. These kinds of things should always be boxed with plenty of protective foam. My husband contacted him straight away to complain but the seller never responded to his messages.
He subsequently raised a case with eBay who immediately agreed to refund him the money if he returned the item to the seller within 9 days. They provided a postage label to cover the costs of mailing via Collect+ and said the refund would be issued once he added the tracking number to eBay and they received confirmation that it had been returned to the seller. However, when we went to send it we realised that that the label was only valid for items weighing up to 10kg and this weighed 22kg. He contacted eBay, they apologised and sent a new label to cover up to this weight, but said this time that it needed to be sent via a Post Office, which obviously has less generous opening hours than Collect+ drop off points. The new label needed to be used by 25 Feb.
My husband then received a message from eBay saying that the original label hadn't been used. He wrote to them to explain the situation about receiving a second label and received confirmation saying it wasn't a problem, they could see they had sent an extra label to cover the postage weight and to make sure it was mailed by 25 Feb.
We mailed the parcel on 23 Feb and he went on the site to add the tracking number but wasn't able to add it as eBay had closed the case. He wrote to them to explain the situation and sent a copy of the message that eBay sent saying to post it by the 25th but they are refusing to pay out! We have since written another email to complain in which we have quoted their message, plus the date and time it was sent, but they are saying there is nothing they can do! He's now £185 out of pocket - the seller has his money and has the item back and eBay are refusing to honour their agreement to refund him!
Can anyone offer some help on how we can fight them on this? Thanks for advice in advance.
My husband bought a live PA speaker from eBay last month. He paid £185 inc. postage. The seller basically wrapped it in a bin bag to post, so it was damaged when it arrived with the essential parts rattling around inside it making it unusable. These kinds of things should always be boxed with plenty of protective foam. My husband contacted him straight away to complain but the seller never responded to his messages.
He subsequently raised a case with eBay who immediately agreed to refund him the money if he returned the item to the seller within 9 days. They provided a postage label to cover the costs of mailing via Collect+ and said the refund would be issued once he added the tracking number to eBay and they received confirmation that it had been returned to the seller. However, when we went to send it we realised that that the label was only valid for items weighing up to 10kg and this weighed 22kg. He contacted eBay, they apologised and sent a new label to cover up to this weight, but said this time that it needed to be sent via a Post Office, which obviously has less generous opening hours than Collect+ drop off points. The new label needed to be used by 25 Feb.
My husband then received a message from eBay saying that the original label hadn't been used. He wrote to them to explain the situation about receiving a second label and received confirmation saying it wasn't a problem, they could see they had sent an extra label to cover the postage weight and to make sure it was mailed by 25 Feb.
We mailed the parcel on 23 Feb and he went on the site to add the tracking number but wasn't able to add it as eBay had closed the case. He wrote to them to explain the situation and sent a copy of the message that eBay sent saying to post it by the 25th but they are refusing to pay out! We have since written another email to complain in which we have quoted their message, plus the date and time it was sent, but they are saying there is nothing they can do! He's now £185 out of pocket - the seller has his money and has the item back and eBay are refusing to honour their agreement to refund him!
Can anyone offer some help on how we can fight them on this? Thanks for advice in advance.
0
Comments
-
This would getter better responses on the eBay board
0 -
Post on the ebay section. They will be able to advise you on how/when to phone so you get to speak to a UK operator. Will be solved easier then via email.0
-
There is a lot not clear.
eBay give several deadlines and I am not sure which you exceeded.
What was the purchase date. When did you open the case. When did you add the return tracking.
When you say "my husband wrote to eBay" do you mean that or do you mean email/message?0 -
theonlywayisup wrote: »There is a lot not clear.
eBay give several deadlines and I am not sure which you exceeded.
What was the purchase date. When did you open the case. When did you add the return tracking.
When you say "my husband wrote to eBay" do you mean that or do you mean email/message?
They said they weren't able to add the return tracking.0 -
They said they weren't able to add the return tracking.
The timeline is important. They don't say when they went to add the tracking. If it is outside the timeline it's immaterial when the parcel was posted.....or whether tacking could be added or not.
The OP needs to be clear in their dates, it's important apropos a quick eBay solution.0 -
This may be better on the eBay board.0
-
Hi, thanks for the responses so far. I hadn't realised there was an eBay board so I will add this to it.
In terms of your comments, my husband emailed eBay in response to the messages he was sent by them when he opened the case and they approved the refund.
For the timing, we posted the item and tried to add the tracking information on the site on the same day. This was after the date for postage on the initial label eBay sent, but 3 days before the expiration date of the second label they sent (which was the only label we could use due to the weight of the item). We sent the item on 23 Feb and were told that the second label needed to be used by 25 Feb.
I'm afraid I don't have the date the case was opened to hand as my husband is out at the moment.
Hope this info is helpful so far 0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 354.5K Banking & Borrowing
- 254.4K Reduce Debt & Boost Income
- 455.4K Spending & Discounts
- 247.4K Work, Benefits & Business
- 604.2K Mortgages, Homes & Bills
- 178.5K Life & Family
- 261.6K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards