Woes af­ter sale con­fu­sion on eBay

The Daily Telegraph - Your Money - - READERS’ LETTERS -

I sold a pair of col­lectable train­ers on eBay some nine months ago. The per­son who bought them from me put in a re­turn re­quest as they found

a small mark on one of the shoes. I ac­cepted this be­fore re­al­is­ing I’d missed the end of their mes­sage where they said they would keep the shoes for a £14 re­im­burse­ment. I de­cided that would be the bet­ter op­tion.

I rechecked with them that this £14 would be ac­cepted in­stead of a re­turn. They said it would be. How­ever I was now un­able to re­tract the fact that I’d clicked to ac­cept a re­turn.

I con­tacted eBay, which put me through to eBay Canada, as that is where the buyer is from. It con­firmed it had changed the case from a re­turn to a par­tial re­fund.

What fol­lowed was a ter­ri­ble mud­dle un­til I

Af­ter the buyer’s money had gone into your Pay­Pal ac­count and be­fore you knew there was any is­sue with the shoes you spent the £164.39, the price of the shoes.

Fol­low­ing the ini­tial stages of the is­sue, you re­ceived an email from eBay’s res­o­lu­tion cen­tre con­firm­ing it had pro­cessed the re­fund and closed the case.

That should have been the end of it but then Pay­Pal, know­ing there was an is­sue with the sale, froze the trans­ac­tion at mi­nus £164.39.

Due to a case hav­ing been opened, the trans­ac­tion stayed on hold at this stage for nearly two weeks. You thought your whole ac­count was frozen pre­sum­ably be­cause the shoe is­sue was all you were fo­cus­ing on. You called eBay and got passed back and forth.

It closed the case, only for some rea­son to re­open it and close it again 17 days later.

Mean­while you had paid the £164.39 back into your Pay­Pal ac­count to ward off any fur­ther trou­ble.

Now eBay said it would re­im­burse the £14 re­fund be­cause of all the has­sle you had gone through.

It in­structed Pay­Pal to carry out the larger re­fund. Again it seemed that the dis­pute was con­cluded. Now though, be­cause of a tech­ni­cal er­ror, Pay­Pal de­cided to de­lay the res­o­lu­tion.

Around five months be­fore you wrote to me, eBay had emailed you to say that it was still keep­ing an eye on the case. The email telling you this wouldn’t let you re­spond to it.

Fur­ther to my in­volve­ment with both eBay and Pay­Pal the money was re­funded at last.

Pay­Pal said: “We apol­o­gise for the de­lay on our side in re­solv­ing Mrs C’s case.” It has also paid £100 for good­will, and eBay says it is glad that this mat­ter has been re­solved.

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