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eBay
Auctions – Reference and Guidance Item Missing or Mis-Described |
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Most disputes between buyers and sellers relating to items that
have not been delivered or appear to have not been accurately described in
the original listing, can be resolved by direct informal communication
between the parties. However, if this informal communication is not successful, then eBay The stages in this process are as follows, it is suggested that
you do not leave negative feedback until the process has been given some time
to produce a satisfactory result:- Stage 1 - The buyer should make an entry using the item reference number
in the “Item Not Received or Significantly Not as Described” page. This entry
should be made not less than 10 days and not more than 60 days, after the
auction end date. Use the check box to indicate whether the item has not been
delivered, or whether it is materially not as described. You should be
reasonable in your expectation of an item’s condition. For example, if an
item is described as brand new, in box (BNIB), then you can expect that it
has not been separated from its’ packaging or used in any way. But if it’s described
as being “used, but in excellent condition”, then you should reasonably expect
some minor surface markings and that original packaging and guarantees might
not be included. Stage 2 – As soon as you have initiated the dispute procedure, eBay will
contact the seller to inform them that a dispute has been recorded and requests
that they communicate with the buyer. Often, this direct introduction of “Corporate
eBay” is sufficient to resolve the issue without recourse to further action. Stage 3 - eBay presents the seller with a number of alternative response
scenarios which include the opportunity to send a message for the buyer to
review. The optional response scenarios are that:- ·
Item not received ·
Payment has not been received or has not yet
been cleared ·
Item sent and proof of postage is available for
inspection ·
Full refund is offered including post, packing
and insurance charges ·
Item not-as-described ·
Replacement item dispatched, proof of posting
can be provided ·
A full or partial refund is available Stage 4 - Buyer and seller endeavour to resolve the dispute through
further communication within the dispute procedure environment. Stage 5 - the dispute may be closed by the buyer if no response has been
received from the seller after 10 days or, the seller has responded but it is
at least 17 days since the listing ended. On closure of the dispute, the
buyer needs to record the circumstances, so that further action is taken if
necessary:-
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