For many years, we’ve bought and sold products. When we purchase an item physically from a store, we normally have the option to return to the store with our proof of purchase and receive either a refund or a replacement.
The thing is, as technology has advanced, we’ve moved our shopping habits to an online format. This does not mean that your buyer’s rights have changed though. The only difference is that it can be much more difficult to solve problems.
With platforms like eBay, there are specific terms and conditions to sales and purchases, and you need to ensure that you know what they are, should a problem arise.
If you’re experiencing a concern, you’ll need to know what steps you should take – and this guide will explain the ins and outs of opening a case on eBay and why you might want to do so.
So, get comfortable and read on for our exploration of opening a case on eBay.
eBay Buyer Protection
eBay tries to promote that their shoppers have the peace of mind and can continue their eBay use with buyer confidence. eBay buyer protection is a way that ensures this by setting out clear steps for when concerns of a purchase occur.
Sometimes, you’ll receive an item that was not as advertised, sometimes you’ll receive a broken or defective item and sometimes an item will not arrive at all! eBay aims to cover the costs of things like this.
Opening A Case On eBay
The first thing you should do if you have noticed a problem is to open a case on eBay. You can do this by utilizing the eBay resolution center and this has to be done within 30 days of the actual delivery date.
In many circumstances, the buyer and seller should come to some sort of arrangement for what to do, such as sending a replacement item or sending the item back for a full refund. But it is understandable that sometimes, it isn’t that easy.
Typically, a seller needs to respond to your opened case within 3 business days of you opening the case. If however, they do not – you can escalate your open case using the resolution center. This will then move the case to eBay’s customer service support team.
If nothing happens, the customer support team will adjudicate the matter and will find in either the buyer or the seller’s favor.
If they find in the buyer’s favor, eBay will then refund your purchase cost via the PayPal email address that you used when you bought the item and this might take up to 5 days.
If you used other payment methods, the refund process can get more complicated, so always try to use PayPal to maximize the eBay buyer protection processes.
If the item has to go back to the seller because it is defective or not as described in the listing, you have to provide eBay’s customer support team with the serial number and tracking number of the listing. You will also have to provide evidence of a signature, if the item you purchased was more than $750.
What If My Item Never Arrived?
It’s really frustrating when something you purchased never arrived, but there can be numerous reasons for this and that is why it’s important to remain in contact with the seller, as they should be able to provide evidence of shipping and tracking.
Whatever occurred, if your item simply did not arrive, you’re covered by eBay’s money-back guarantee, which means you’re guaranteed to either get a full refund or to receive the item you purchased.
The same processes are in place though. You have 30 days to open a case from the estimated arrival date (as there is no actual delivery date) to open a case via eBay’s resolution center. You should ask the seller for their shipping information and delivery documentation.
Remember, the resolution center is there for both buyer and seller protection. There are times when a buyer will try to scam a buyer or eBay out of money, so this is why the resolution center is so crucial to the process.
Other problems might have occurred during the shipping process which would have been neither party’s fault. One example of this can be if an item has been sent to the wrong address.
If the courier has sent the item to the wrong address, it is the seller’s onus to cancel the delivery and reclaim the item. They need to either send you the item or provide a refund.
If they choose to send a refund, they have 2 business days to do so or eBay will have to step in – which is when the onus is on you to make that happen.
After they have issued the refund, it can take between 3 and 5 days for it to arrive. Using PayPal should speed up this process though.
What If My Item Arrives After I’ve Been Refunded?
Although this doesn’t occur that often, there have been scenarios when an item has arrived after the seller has issued the buyer a full refund. If this happens, you have a few options. You can either ask eBay for assistance, return the item and keep the refund, or send the refund back to the seller.
Whatever you select to do, make sure you contact the seller first to let them know what has happened.
If You Need To Close A Case
If a resolution happens in between purchase, you can cancel your case. Simply click on purchase history, select more actions and then close the case.
The Bottom Line
You have 30 days from the date of estimated or actual delivery date to open a case on eBay and then escalation will occur from then. Be sure that you’re keeping an eye on the updates and keeping in contact with the seller.