Ebay is not responding. What to do if the order did not arrive from eBay? Standard Claim Resolution Options for Paypal

The essence of the problem: I was looking for a long time (both on Ali and on e-Bay) for the product I needed: 3rd hand with a magnifying glass, model MG16129-B. Finally found it from a seller on e-Bay. The price ($35) was very disappointing, but I really liked this particular model. For three days I strangled my “toad”... In the end, the “toad” gave up and I bought it. The next day I go to the product page and oppa... I see a message: “The ad for the product below has been updated by the seller, but you can view the product you purchased.” And in the ad he already has a different model - MG16129-A, which I don’t even need for nothing: this one is sold in every stall and costs $16-17. I urgently write to the seller: why did you change the description of the product and what did you send me, which model - A or B?? He responded to me like: I’m sorry, but the model indicated in the description is not there, I sent you another one and changed the description. And gives a tracking track: RM623120515CN. And I see that she is already on her way.... Damn fast...

Now the question is: how to competently refuse a product and get your money back? Because what he sent me is sold in every stall here and costs $16-17 - half of what I paid him. A partial refund upon receipt of the goods (“does not correspond to the description”) does not work: neither the seller nor the e-Bay administration will discount much (more than 50%): (Sending back the goods - who knows how much you will lose on delivery. I am considering the option “non-receipt of goods "and 100% refund. But the parcel with a track: (When it arrives in Belarus, they will bring a notice to the box... What is the best thing to do: stupidly ignore the month and wait for Belposhta to send the parcel back, and then open a dispute about non-receipt and demand a refund funds in full? Or should I immediately go to the post office (with the first notification) and say that I refuse to receive it, send the parcel back?? Or are there any other options??? Good people, tell me, please... First time in such a stupid situation...

3 answers

• If you do not need this lot, then do not receive it in the mail, they will send it back, and in case of dispute there will be a 100% refund. You can, of course, receive an order and open a dispute that the product does not correspond to the description, and fight with the seller, but the end result will be unpredictable... Everything will depend on the seller or the ebay administration.

• No, but here the seller acted VERY impudently with you. So there are several options here

  Write to the seller that you don’t need the product, and let him decide what to do.

  Be sure to write to the eBay administration - they will quickly tell you what to do.

  If all else fails, just don’t pick up the parcel, tell the post office to send it back. If the administration asks, say that the wrong item was sent, let them return it

Well, here are his answers with dispatch dates. This is so you don't think I'm a babble.

From: elec-mall
Sent: 09/03/2013 11:05

Hello imborm!
So sorry to trouble you.
We are so sorry to tell you that your package got damaged at the post office due to some reasons,so we are going to resend the new item to you.But we were told that the new item still needs 2-3 days to arrive , so would you agree to wait another 2-3 days?Then we will resend this item to you.How do you think?Or do you just want us to cancel and refund to you?Anyway,we will respect you.
We apologize to you again and hope can hear from you soon.
Regards
- elec-mall

From: elec-mall
Sent: 09/04/2013 12:43

Hello imborm!
Thank you for your reply.
We will ship it once we get it from our supplier.We are appreciated for your patience and kindness.We will tell you if anything changes.
Any problem please feel free to contact us,we will try our best to solve it.
Have a nice day!
Regards
- elec-mall

From: elec-mall
Sent: 09/07/2013 12:48

Hello imborm!
Sorry to trouble you again.
We are so sorry to tell you that we still don"t get this item in stock,because the suppliers delayed the shipping time,we still needs 2-3 days to send your package out.Do you agree to wait 2-3 days more ?We feel so sorry for this inconvenience.Really hope you can understand and have a good impression on us.
Looking forward to your reply.
Regards
- elec-mall

From: elec-mall
Sent: 09.09.2013 13:31

Hello imborm!
Thanks for your email again
We are so sorry for the inconvenience,hope you understand.Just now we checked the item is arrived at our warehouse,so what do you think now?In your last email,you want us to refund to you,so we want to confirm with you again.If you need it,we will send it out within 48 hours;If you need the money back,we will refund to you immediately,you will get the money in 48 hours.Could you tell us your final decision?
Waiting for your early reply
Regards
- elec-mall

I see another dynamo for 48 hours.
I opened a dispute and wrote to him, he replied:

Hello imborm,

Seller message:
“Thanks for your email Don"t worry,we just need time to test the goods,because we don"t want to bring you any inconvenience about the quality,hope you understand.Now everything is OK,we will send the goods to you within 24 hours,item will deliver 15-35 business days,it would be highly appreciated if you can wait for it patiently,many thanks Best Wishes »

Hello imborm,
The seller responded to you and offered another solution to the problem.

Seller message:
“We are really sorry for this problem.Our supplier didn"t send the item to us on time,so your pacakge is delayed.And we have got the item finally,our workers are packing your item,it will be shipped soon.We apologize to you again and hope you can forgive us. Regards"

10.09.09
Hello imborm,
The seller responded to you and offered another solution to the problem.

Seller message:
“Thank you for your mail. We are so glad to serve you.We have sent your package out already.It needs 14-24 days to arrive normally,but sometimes it will be a little late.Hope you can receive it soon.Would you please help us to close the case?Really hope you can have a good impression on us. Looking forward to your reply. Regards »

I asked for proof of sending the parcel
Sent: 09/12/2013 09:38

Hello imborm,

The seller responded to you and offered another solution to the problem.

Seller message:
“Thanks for your email We sent the item by common post,so we don"t have the tracking number,hope you understand.Yes,here is the address:***my delivery address***Russian Federation Is it right?Waiting for your early reply Regards »

It feels like they have some kind of trash going on right now, well, it’s not because of 3 bucks that they’re putting themselves up like that.
Let me remind you that he was selling these chargers for all 10 days.
Maybe he has force majeure, what was he up to then?

Shopping via the Internet no longer causes surprise or fear to anyone. When shopping online, you usually save your time and money without losing quality. Not long ago I made a purchase on the global ebay auction, but did not receive my parcel. Almost 40 days have passed since the purchase and payment of the goods, and this period is usually enough to send and receive the goods.

What to do in this situation?
How to contact an ebay seller?
How to get your money back?
How to protect yourself from an unscrupulous seller on ebay?

So, in answering these questions, I’ll start with the fact that the item was paid for through PayPal. I would like to write a kind of guide to action, outline the steps if you suddenly find yourself in a similar situation. A little advice: it is better to work through the Google Chrome browser, since it is very convenient to translate the entire page through it, but this is for those who are not fluent in English.

1. First, go to your personal account on Ebay by entering your credentials.

3. We find a product that has been paid for but not received, for which we are going to return the money or find out from the seller when to expect delivery. In my case, as can be seen from the screenshot, the goods have not yet been shipped. First of all, click “More actions” and select “Contact seller”. Next, select “Where is my item?” and to the system’s question (Did we answer your questions?) Did the proposed answer help you? We say: “No, I want to contact the seller.” Next, we will be asked to write a letter to the seller; I advise you to use a translator and write in English. Most likely you will even receive an answer from the seller, but it is unlikely that he will solve your problem, although everything is possible.

4. After correspondence, if the problem cannot be resolved with the seller, we open a dispute on the ebay auction. To do this, go to the “Resolution Center” and select “I haven’t received it yet.” (I have not received the goods yet). We indicate “Didn"t receive an Item” (have not received the goods) and click on the “Item not received” button, which confirms our intentions to open a case on this fact and help the system figure it out.

5. At this step, everything is extremely simple and clear: we select an item that was paid for at the ebay auction, but not received by us. And click “Continue”.

6. After this, if you go to your personal account and “Won/Purchased”, you will see that a case has been opened. By clicking on the link, you can track the progress of this case.

Now we will talk about filing a claim against the seller through the system through which the goods were paid for.

7. Log in to PayPal.

8. Find the transaction of our payment; to do this, you can click “View all my transactions” and select the period when the goods were paid for. (this information is on ebay in your personal account)

You usually deal with sellers from other countries, and the goods will most often be sent to you via international postal mail. Unfortunately, in some cases the package may never reach you.

The reasons for non-delivery are usually the following:

• problems on the seller’s side (for example, I forgot to send the product or the required product was not in stock);
• delay due to the fault of postal and customs services;
• theft or loss during shipment.

It’s especially bitter when some gadget you paid a lot of money for doesn’t arrive. In order not to discourage foreign online shopping, we note that:

• firstly, cases of packages being lost during delivery are quite rare, and mostly expensive electronics are lost, which are usually insured before shipping;
• secondly, there is a buyer's guarantee with which you can try to get your money back.

What to do if the package still hasn’t arrived from eBay?

1. Before opening a dispute, check whether the seller sent you the postal code (1). This can be clarified in the “Order History”, in the list of ordered goods.

If there is no code, then contact the seller and ask for such a code (2). Sometimes they simply forget to send it to the buyer.

2. If such a code is available or the seller provided it at your request, then try to track the parcel on the websites of postal services.

If these sites indicate that the item is in the process of delivery, then wait until the deadline when you can. Typically this is 30 days after the deadline stated. For example, the delivery deadline is December 18th. In this case, the dispute must be opened before January 17, and optimally January 14-15.

If the parcel is being tracked, but is delayed at any stage beyond all reasonable deadlines, and its contents are of great value to you. Or, for example, you are sent a unique product that cannot be duplicated, then you can try to initiate a search for this parcel through the postal service.

To search for a parcel in the Russian Post system, within 6 months from the date of dispatch, you will need to fill out an application, request a copy of the shipping receipt from the seller and, together with your passport, take these documents to any post office. The search takes 2-3 months. The chances of a successful outcome are low, but you may be able to receive a small monetary compensation if the package cannot be found. The recipient of compensation will be the sender of the parcel, but he may refuse it in your favor.

3. If the package tracking code does not work on any of the listed sites, then first check its validity.

If the code turns out to be invalid or the seller refuses to provide it at all, then feel free to do so in ““.

Usually the seller already at the dispute stage offers a full refund or resend of the goods.

4. If the seller refuses to cooperate, the dispute should be converted into a claim. In this case, the eBay administration will be involved in solving the problem, will listen to the parties and make a final decision.

To convert a dispute into a claim, open the current dispute in the eBay Dispute Resolution Center and select one of the reasons, for example, “the seller hasn't responded” or “you still haven't received your item”, In the field below, briefly describe the problem, then click “Continue” (Submit).

• If the seller cannot present the goods or the code provided by him turns out to be invalid, then the decision is made in favor of the buyer.
• But if the postal code is , and the seller is willing to cooperate, then most likely you will need to be patient.

Refunds are only possible when the loss of the package becomes obvious. Therefore, the most reliable way to protect yourself from loss, without relying on the mercy of the eBay administration, is to insure the goods, this is especially true when it comes to expensive electronics. Sometimes such insurance is a prerequisite for purchase.

Thus, even in the event of non-delivery of the goods, the buyer has several options to return the money: through a dispute on eBay, through a search by the postal service or through insurance. At the same time, this is perhaps the most inexpensive and optimal way to resolve the problem.

Happy shopping without losses!

I recently ordered a product on Ebay, but the product did not arrive, and the seller promised everything. I had to open a dispute (write a complaint against the Ebay seller) on Paypal, and everything was resolved very quickly :)

What is filing a complaint (opening a dispute) on Paypal?

Dispute is a useful tool provided free of charge by the Paypal system to everyone who used it to make a payment. It is a kind of online dispute between the sender of funds (Buyer) and their recipient (Seller), opened first if the paid item is not received or does not correspond to the description stated during the sale. During the Dispute, if the parties were unable to reach a solution that suits both parties, Paypal is involved as an arbitrator, where they independently familiarize themselves with the arguments of the parties and make a decision.

What decisions can be made during a Paypal dispute?

If the purchased product is received, but does not correspond to the description, then a Dispute is opened upon the fact. Remember that Dispute is not a panacea and before opening it, you should always contact the Seller and try to resolve all the problems with him yourself.

Filing a Complaint Against an Ebay Seller via Paypal

1. After logging into your account on Paypal.com, go to the “My Account” (1) and “History” (2) tabs. Then, using the search tools (3), find the transaction (payment) for which you need to open a Dispute. When the required transaction is found, click “Details” next to it (4).

2. Here is detailed information about this operation. Check it out and if this is the transaction we need, follow the link to the “Problem Resolution Center” (5).

3. In the "Problem Resolution Center" you must indicate exactly what situation you are facing. If the paid item has not been received or does not correspond to the description, then select the appropriate item (6) and click “Continue” (7).

4. Then you need to clarify the essence of the problem (8), if the purchased item has not been received, select the first option: “I haven’t received my item”, if the parcel has been received, but its contents do not correspond to the sales description, the item is simply missing or damaged, then select the second item: “I received my item, but it is significantly not as described.” After the choice is made, click "Continue" (9).

5. Now you need to provide additional information regarding the transaction. First, select which product category your purchase belongs to (10), and then enter all additional information that you consider necessary (11). Having finished with the description, just in case, copy what you typed into the buffer (if composing the text took a long time, the authorization session may be lost and you will have to type everything again) and click “Continue” (12).

6. The dispute can be considered open. Please note the date when it will be automatically closed (13), unless you close it yourself or transfer it to a Claim. When the Seller responds, you will be notified by e-mail.

Transferring a dispute into a claim on Paypal

1. You can check the current status of the Dispute, add information or respond to your opponent at any time by logging into Paypal.com and clicking on the “Open Disputes and Claims” link (14) in the “Problem Resolution Center”. On the next page you need to select the desired Dispute (15).

2. On the next page you need to select the desired Dispute (15).

3. You are now on a page where all the information regarding the current Dispute is presented. Here you can:

Transfer the Dispute to a Claim so that Paypal can familiarize itself with the situation, review the information provided and make a final decision. To do this, select “I would like to end communication and escalate this dispute to a claime with Paypal” (18) and click “Continue”.

Standard options for resolving claims on Paypal:

Let's look at what decisions Paypal usually makes in standard situations if the Dispute is transferred by the Buyer to a Claim. Since it is very problematic to obtain this information from official sources, here we rely on the experience and stories of other users.

The decision is made in favor of the Buyer: