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So you won an auction on eBay, paid the seller using PayPal and then sat back to wait in keen anticipation for your item to be delivered. And you wait and wait and wait……..What should you do?

 

Well, if you’ve bought an item on eBay and you’ve paid with PayPal, you have a lot of protection in the event that your item is not delivered, or is substantially inferior to the listing description. So if you want to make a claim using eBay’s “Standard Purchase Protection Programme” then go to the eBay site (here’s a link to their search engine) and look for "non-delivery of goods" or “item substantially not as described”.

 

Before you make a complaint though it’s worth bearing in mind the following:-

 

  • Items can sometimes be delayed in the post, so give it a few days before getting too worried. Unless the seller has guaranteed a despatch date, give a couple of days for your order to be processed.

 

  • If the item arrives, but is not what you expected, try sending a firm but friendly email explaining why you are dissatisfied. Remember though, that if an item is described as used, but in good order, you should expect to find surface marking or minor damage – but if it just doesn’t work, then you are justified in making a complaint.

 

  • Make “time of the essence” by request that the seller makes delivery of an item that conforms with the listing description, within seven working days.

 

eBay lays down rules regarding the timeframes within which actions can or cannot be taken:-

 

  • You need to wait 10 days after paying for an item before filing an official complaint.
  • A Claim for recompense can be filed not sooner than 30 days after the listing ended and not more than 90 days after.
  • When you file a Standard Purchase Protection Claim, you have to allow the seller 5 calendar days to respond to your Complaint.

 

 

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