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This is for a colleague of mine.
She ordered some ceramic items off ebay.
They arrived in a cardboard box and you could hear the items clanking inside before opening.
3 out of the 7 items were damaged. The packing wasnt great and this was the result.
Colleague contact the seller requesting they refund half the value of the order. The seller was intially very snotty and unhelpful, saying that my colleague should contact royal mail to sort it as it wasnt their problem and "did he need to draw her a picture"?
When pointed out to the seller that they had engaged royal mail and the contract for the supply of items was their responsibility as the seller, to the buyer, it went quiet for a day.
The next day a very different and much more positive response was received (think Jekkyl and and Hyde) and pictures were duly sent.
The seller is now saying they have opened a claim up with Royal Mail and thats it so far.
All contact has been through e-bay, so its all recorded.
My question is, should the buyer have to wait for the refund to come through or should the seller refund them straight away?
If they have to wait, how long is reasonable?
seller refunds immediately and sorts it out with RM in their own time.
eBay will side with the buyer and you will get a refund but you will have to work to their schedule which can be pretty slow. You could bully the seller a little with the threat of bad feedback if they don't hurry up but TBH I'd just wait. Just make sure you don't close the case or let it time out with eBay. Just to add, make sure you have raised a dispute, not just sent a message through eBay.
deal with it through ebay via ebay directly after all that nice man pops up everytime you log on promising full refunds if you dont get what you paid for..
Theres an open case, which I assume is the same as a dispute?
Just be wary of time limits. The seller may just keep saying "waiting for Royal Mail to respond" in order stall and take them out of the Ebay claim period.
Push it through to get her refund asap.
She's gone back to the seller to say basically you've got a week to sort it out before it goes to E Bay escalations.