eBay Frustrations

MEM62

I purchased an item on eBay. I had to chase for delivery after the expected delivery date and the seller provided tracking information. Long story short the item was miss-delivered. The POD even showed the name of the company that it was delivered to who are on a different estate to ours. I visited them but there was no chance of tracing the parcel.

I was in touch with the seller but not happy with the responses I was getting I involved eBay's resolution centre and, in short, they are not going to help.

Apparently it is not sufficient that the POD shows that it was delivered to the wrong company, I have to obtain a letter from Royal Mail confirming what address it was delivered to. The chances of that with a miss-delivered parcel are slim to none. I would of thought that proof that I have not received the parcel would be sufficient but this is not the case - I have to prove where it went.

To make it worse the seller is currently listing the same item again, which suggests that the miss-routed delivery has found is way back to him. It is not a common bit of kit.

It looks like eBay's buyer protection is not worth the computer screen that it is printed on.

RFW

MEM62 wrote: »

To make it worse the seller is currently listing the same item again, which suggests that the miss-routed delivery has found is way back to him. It is not a common bit of kit.

It looks like eBay's buyer protection is not worth the computer screen that it is printed on.

I'd get onto Twitter and complain to Ebay. You really shouldn't have to go to so much trouble if an item is not delivered. When a similar thing has happened to me in the past I've refunded the buyer and taken it up with the courier.

Can you be certain the item the seller is selling is the same one and not just another one they had?

MEM62

A good idea but I don’t have a Twitter account. I am reasonably sure it’s the same item as it is not a particularly common bit of kit. I accept that it was sent and miss-delivered but fairly sure that the seller has been opportunistic one it’s been returned and decided to sell it a second time and blank me.

RFW

MEM62 wrote: »

A good idea but I don’t have a Twitter account.

It only takes a minute to set one up. It's the quickest way to get them to do something. Facebook messaging may work too but never tried that.

Dox

Did you pay by Paypal? Might they be easier to deal with than ebay, even if it does mean closing the case with ebay before you can take up with Paypal?

MEM62

Dox wrote: »

Did you pay by Paypal? Might they be easier to deal with than ebay, even if it does mean closing the case with ebay before you can take up with Paypal?

I didn't realise that you can do that separately from the eBay case. I'll look into that. Thanks.

RFW

Dox wrote: »

Did you pay by Paypal? Might they be easier to deal with than ebay, even if it does mean closing the case with ebay before you can take up with Paypal?

It may work but you probably have less chance with Paypal than Ebay. The parcel is tracked as delivered so the seller has fulfilled his end for Paypal.

Ebay is slightly different in that they have to protect the buyer so may refund ex-gratia without reverting to the seller, it wouldn't be of any benefit for Paypal to do that.

MEM62

Apparently you cannot raise the issue on PayPal if you have already raised the issue with eBay so that avenue is closed. Having ready their T's and C's there is no requirement for a buyer to prove where a missing parcel went. There are also a couple of other areas where I believe that they have handled this in a manner contrary to their own terms and conditions.

I do not hold out any hope but I fired the following off to them this morning.

Sirs,

Thank you for your email.

Under the terms and conditions of the eBay Buyer's Guarantee, I am entitled to a refund if I do not receive the goods that have paid for. Having studied your terms and conditions there is no requirement in those conditions for me to prove where the goods went. The relevant extract from your terms and conditions is quoted below.

When does eBay Money Back Guarantee apply?
You're covered under eBay Money Back Guarantee when:

• You don't receive an item
• You receive an item that doesn't match its description in the listing
• You receive an item that's broken or faulty

What's covered

Most transactions on eBay.co.uk are covered by the eBay Money Back Guarantee.
Covered
Purchases are covered by the eBay Money Back Guarantee when all of the following are true:

• An item isn't received or it isn't as described in the listing
• A buyer reports that they didn't receive an item or requests a return within the eBay Money Back Guarantee timelines
• The purchases were made on eBay.co.uk with payment processed through PayPal or PayPal Credit via checkout or an eBay invoice
• The items were paid for in a single payment, including payments with PayPal Credit
• Items collected in person are covered, provided all of the above conditions are met
  Nowhere in your conditions is the purchaser required to prove the whereabouts of a missing parcel. Therefore, the fact that I have proved that they were not delivered to me constitutes sufficient evidence for a refund to be issued. To expect the purchaser the prove that they did not receive the goods is perfectly reasonable. To expect them to then trace the miss-delivered package is not.
  
  I will now move to your comment in respect of the document I submitted not being 'valid'. The document is produced from Royal Mails own website using the tracking number provided by the seller. Obtaining this requires nothing more than entering the tracking number into Royal Mail's tracking system and is something that eBay could quite easily so. I invite you to do so in which case you will see the same document that I presented the shows that the goods were delivered to a company called Swiss Post. This is not me! You therefore have irrefutable evidence that I did not receive this item.
  
  I would also refer you once again to your own terms and conditions in respect of the proof of delivery provided by the seller as this does not meet the requirements of your T's and C's - specifically

Tracking number uploaded to the site by the seller before the estimated delivery date.

In this case delivery was allegedly made on December 30th but the tracking details were not added until January 8th. I would also quote your condition-
The recipient's address, showing at least the city/county or postcode (or international equivalent)

I do not believe the proof of delivery provided gives this information.

It is therefore my opinion that you have not dealt with this case in accordance with your own terms and conditions. This is something that is of concern to me in respect of any future purchases as you are not honouring your own promises and therefore your 'Buyer Protection' is in reality worthless. I am sure that the wider public will also have similar concerns when I raise this issue on social media.

One last concern is that my negative feedback against this seller has been blocked. I would be interested in your response to this point. Feedback is at the heart of confidence in eBay sellers yet seems to be as genuine as your buyer guarantee. I shall also enjoy the debate on this subject on my social media accounts.

RFW

That message is too long, no one at Ebay really cares or will read it and I'd be surprised if it gets you anywhere.



I'd tweet something along these lines, if you tweet them then they'll give you a more direct email that will get you some response rather than a cut and paste reply.



"Despite tracking showing as item delivered to an address that was not mine, I have no item and been refused a refund, it also appears that the seller is selling the item again so is likely to have had it returned. Your customer protection seems to not be fit for purpose, can someone help?"

soolin

I agree with RFW , concentrate on the simple fact that seller only gets protection if they send to the PayPal address, as this was not sent to your address the case should have been closed in your favour.

System

You say that, about their buyer protection. I have a serious issue with both ebay and paypals seller protection.

I feel like mostly buyers are safe with ebay. As a buyer, my problems were solved fast. I liked the service I was given. It was stress free.

I wish I stayed as a buyer. But nopes. I had to try and sell my items on ebay. Brand new and unused may I add. My first item sold wonderfully with an equally wonderful buyer.

But the nightmare started with my second item which was a £69.00 Necklace on sale for 20.00.
I've been a buyer for so long. So i know what kind of service I am looking for. You should treat others as you would want for yourself right? So unsurprisingly I treated my 2 customers in the same manner.
1. give them updates about the status of their parcel.
2. Be friendly, cuz were all human and everyone deserves to smile.
3. Be honest and make sure what your selling is genuine and exactly as you stated. Thats very important.
4. Try to go the extra mile. It's really nice when some sellers do this, through the way they package and sometimes you find the extra surprises e.g. free item.

Anyway. On december 25th. Someone bought the necklace. I was thrilled as this was my second customer. Maybe you guessed it. There was no light at the end of this tunnel.
I sold to a fraud.
I fulfilled all the steps. I went the extra mile to package the item in a gift box as a surprise for the new years.

But the buyer. Was outraged. It was not as stated.

I stated everything I could possible state. Size, material, length, certificate of authenticity which was provided. Images are exactly what was sent. I only had one item. I taped a picture of it and written up the description. That's the same item i sent.

Anyway. I was verbally abused by the buyer to return the money via bank transfer. How? I was paid via paypal. Where do I get the bank details from? Mars?

I am a new seller. I did not know about the policies much. I thought you have to refund the money ASAP. I did not know you had to get item back first. Although I did suggest to return item first. This got me more abuse.
Idiot as I am. I refunded.

My necklace was being posted the buyer stated at closed post office hours. And I never hears of the necklace nor the buyer again.

I have contacted both ebay and paypal continuously.
But my biggest mistake was refunding the item before getting the goods.
Thats why no one can get it back or intervene. So that seller protection is useless.

They know that the buyer didn't return the item. They told me to contact law enforcement.
All of this emailing and chatting to ebay and paypal was anyway stressing me out. And now I got to do what?

Long story short. I gave up. 20.00 gone. Oh well. No item returned. My loss.