UPDATE (REFUNDED): eBay (Not The Seller) Lost My Package and Refuses to Refund Me…

Haxxa on 18/09/2016 - 17:02
Last edited 26/09/2016 - 19:49

Hi Everyone,

(This is my first post on the Ozbargain Forums, so hello all! :D Sadly, I don’t have an uplifting story to tell.)

Anyway so here's my story; After purchasing an item through eBay’s Global Shipping Program, I have had a nightmare of an experience with the outcome resulting in $300 out of pocket. I have been placed in a really bad situation and I am looking for advise as to what I should do next?

Here is a summary of what happened:

  • May 5th - I ordered a Desktop PC through the eBay Global Shipping Program for $242.22 + $60 Shipping
  • May 6th - Received Tracking Number through eBay Global Shipping Program
  • June 8th - Item had been stuck in same shipping depot for two weeks
  • June 9th - Opened case with eBay and contacted Seller
  • June 9th – Called eBay and spoke to representative who said to wait for case outcome
  • June 10th - Seller responded stating he was unaware of shipping program & contacted eBay
  • June 15th – Contacted Pitney Bowes (3rd Party Shipping Partner for Global Shipping Program) to find out what had happened
  • June 19th – Added more Information to Case
  • August 4th – Case was closed with no resolution
  • August 4th – Called eBay again – eBay stated after case was closed, nothing could be done and to contact Paypal – Rep was Arrogant and unhelpful
  • August 4th – Contacted Paypal by Phone– Rep stated if I opened the case it would be closed immediately due to tracking number and best opportunity would to speak to Pitney Bowes directly
  • August 7th – Contacted Pitney Bowes (US) – refused to help and once again directed that eBay Shipping Program are responsible for this matter
  • August 12th – Out of options I send a Letter to eBay Australia detailing the full story (Transcript Available Here: https://docs.google.com/uc?id=0B3e8gE5jM1_hZkxOZkd3d0ZlN00)
  • August 13th – Contact Seller via eBay about letter, Seller doesn’t read letter and ignores future contact
  • September 17th – Seller’s Account is Terminated and no longer member on eBay
  • September 18th – Over a month of no contact from eBay

So far all means of recovering either the Desktop or a Refund have failed. I am Student and $300 is a significant amount of income to lose. I am really not sure what to do now. Any advice would be appreciated; the letter was my last resort to gain some sort of attention from eBay.

Honestly at the stage after months of trying to resolve this, I am stuck for options. After going through all the standard means eBay offers, I have failed to get my money back. What’s most appalling to me, is the fact that in this case eBay’s own program has lost the package, not the seller. They should have a mechanism in place to refund lost packages immediately if they are at fault.
This is only a brief summary of the events that have occurred, the full extent of the hassle I have endured is outlined in this letter:

https://docs.google.com/uc?id=0B3e8gE5jM1_hZkxOZkd3d0ZlN00

I do take some responsibility in the fact I should have been more prompt in escalating a matter as important as this. In any case, what is my best option now? Any advice would be appreciated. I am mindful of time as I know after 6 months, PayPal closes the ability to dispute a transaction.

Thanks for your Responses.

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UPDATE:

So after spending hours on the phone, I found out that my desktop was in fact stolen from a USPS shipping facility in Minnesota. I retrieved all of this information and included it in a Paypal Case, the seller promptly provided the tracking number and suggested he had sent it, though after reviewing the evidence I provided, the case was determined to be in my favor and I got a full refund. This experience was long and tedious, but in the end I did get my money back :D

Throughout the process eBay customer support was terrible, they seem to have no tools at their disposal to handle any of these matters; basically after a month its up to you to seek alternative solutions. I am really glad it was resolved in the end without involvement of a third party. Now onto getting my money back from Jetstar… :/

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Comments

  • supnigs super skids on 18/09/2016 - 17:15
    +3

    Geeze, how long did you wait. I would of initiated a credit card charge back like in august

    • Haxxa on 18/09/2016 - 17:21

      I wasn't aware that was an option with eBay transactions made through Paypal, but in any case I have certainly left this issue too long. I had too much faith that eBay would resolve the matter after contacting them (given it was through their own shipping program). I was very wrong :/

      • supnigs super skids on 18/09/2016 - 17:25
        +1

        Try charge back anyway and see if you can ask fso to kick paypal

        • Haxxa on 18/09/2016 - 17:39
          +2

          Ok I will lodge a dispute with FSO tonight, and I'll attempt a charge-back despite how unlikely my chances are.

          I still reckon, if I could somehow get hold with someone from eBay who had wasn't just a rep following procedure I would be able to sort this out…

        • SnoozeAndLose on 18/09/2016 - 22:18

          @Haxxa:
          Fair Trading NSW may be able to help too

        • Scab on 19/09/2016 - 09:25

          @Haxxa:

          You're going about this all wrong.

          Leave the FSO as a last resort; if you have PayPal funded by a debit/credit card, then do a chargeback for goods not supplied.

          Only if that fails, and it won't, then see the FSO.

          BTW, who closed the eBay case?

          Only you and eBay can do that.

  • [Deactivated] on 18/09/2016 - 18:19

    Paypal claim

    FSO is also a good road

    • Scab on 19/09/2016 - 09:23

      He cannot do a PayPal claim, you only get to do either an eBay one or PayPal one.

      You cannot do both.

      • [Deactivated] on 19/09/2016 - 12:48

        They can if you ring them

        • Scab on 19/09/2016 - 13:08

          Nope, you can only do one claim.

  • whodidthat on 18/09/2016 - 18:42

    Was the package insured?
    Any loss in transit is really down to the carrier(s) concerned and if insured, then they should cover it.

    • Haxxa on 18/09/2016 - 18:45

      Yes Pitney Bowes insures the Package, however PB will not handle cases made through the Global Shipping Program directly; only eBay will and in this case eBay has for some reason closed my case. Furthermore, it outlines in eBay's TOS they cover for loss pertaining to packages sent through the eBay Global Shipping Program, but no rep will help me out as the case is closed.

      • Kangal on 18/09/2016 - 18:52
        +3

        Call eBay.

        That is what I did when last year eBay failed to provide me with a $100 voucher when they had the promotion.
        It took me 3 phone calls, and a whole 10 business days… for eBay to correct a legitimate eBay error.

        They are slow, and don't care.
        You just have to keep calling, and badgering them like….a badger.
        It sucks, but that's the current world we live in.
        You have to fight to enforce your right.

        Hope things turn out well for you.

      • whodidthat on 18/09/2016 - 19:01

        It appears you should be dealing with ebay.com, not ebay Australia.
        If ebay.com do not want to help, lodge a complaint with https://www.bbb.org/, even though you are in Australia they will handle the complaint if the transaction was within USA.

        • whodidthat on 18/09/2016 - 19:07
          +1

          ebay.com contact number 866-540-3229

        • whodidthat on 20/09/2016 - 15:10

          You're welcome :/

  • garetz on 18/09/2016 - 22:10

    If this happened to me, i would just say not my problem as the buyer, you havent received the item, so get a refund for non receipt, even if there is some kind of tracking makes no difference to you, as you havent received said item. IF ebay refuses/doesnt help you then you need to contact Accc, as ebay is responsible for the service of delivery since the seller used eBay Global Shipping. I dont think a chargeback will work, and if it does work you will lose your ebay account and paypal account, and they might also ban you from opening any future accounts.

    • Scab on 19/09/2016 - 09:29
      +1

      I dont think a chargeback will work

      It will.

      if it does work you will lose your ebay account and paypal account, and they might also ban you from opening any future accounts.

      No, they won't, not for one chargeback.

      And the chargeback funds aren't from PayPal, they just wave it through to the seller.

  • dlf73 on 18/09/2016 - 22:37

    This is the opposite of blow.

    Do you have tracking number to track on PB website?
    If so where is shipment?
    Have you tried emailing multiple contacts at PB?
    Why was seller terminated?
    I don't understand why PP won't keep an open cae for item not received?

    I have had a few issues with eBay in the past. PayPal ok but eBay seem to not give a number 2's!

    Anyways hope this is of use and hope it eventually gets sorted.

  • matrix83 on 19/09/2016 - 07:44
    +1

    I'd stay away from the eBay global shipping program. I haven't had an item not arrive but it has always taken forever, to the point where I have almost opened a case. Probably better off using a mail forwarder.

  • The tiger on 19/09/2016 - 09:20

    I had almost the same problem with eBay when asked for a refund or a replacement for the product I ordered through them. They wrote good and nice responses but never be constructive helpful. The ways they wrote were irresponsible and all what they did was to push me away hoping I gave up. Indeed I did and so closed my account with them for ever. eBay is good if you buy things from but do not expect expect them to help you for a refund or replacement . Just want to share my experience and no intention whatsoever want any OP here to heed my advice as I know many love eBay.

  • FuRyZ on 19/09/2016 - 10:41
    +1

    I have never had issues before but my partner did have one issue with Ebay where she lost her refund. It was a similar sort of situation, she failed to chase up the package until it was well over a month without anything arriving. The courier company said the package had been delivered, but obviously nothing had been received on our side. Because it had been so long after the fact, nothing could be done. She should have chased it up sooner.

    I think moral of the story, you need to track your purchases closely. Monitor when the package should roughly arrive. If nothing arrives, immediately open a case. NEVER close an Ebay case until the matter is fully resolved, and check up on your case on a daily basis. I had issues where the seller contacted me outside of the resolution process, saying that a replacement item had been shipped and to close the case when in fact nothing had been sent and they were trying to worm their way out of a refund. Once a case is closed, Ebay washes their hands of the situation and will refuse to step in again.

  • dlf73 on 19/09/2016 - 11:23

    Hi,

    I did a little looking up and found this:

    Using other programs to address a concern

    Buyers can't use more than one resolution method to get a refund. After selecting a resolution process (eBay Money Back Guarantee, PayPal Purchase Protection, or requesting a chargeback from their payment provider) a buyer is required to use only that process to resolve the transaction issue.

    If a buyer requests a chargeback from their payment provider or files a PayPal Purchase Protection dispute, any requests opened through the eBay Money Back Guarantee for the same transaction are immediately closed.

    Not sure if this is new to you or not.

    It may be over for you to have eBay or Paypal do anything further on this, so maybe getting stuck into Pitney Bowes is how you should go forth.

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