Returning faulty item after a closed request.

[nutwood33]

I recently purchased a replacement phone screen. A week after the latest delivery date, I put in a request. I didn't ask for a refund, simply notified the seller it was late. They responded asking me to give it more time. Sure enough, a few days later it turned up. I thanked them and closed the request.

However, before installing the screen I tested it and it was faulty. It now seems as though I've no way of sorting this problem out. The item doesn't even show up on my purchase history.

Does the fact that I contacted the seller because delivery was overdue, mean that I now have no warranty on the item? That's certainly contrary to consumer law in Australia. Late delivery is a totally separate matter to faulty goods.

[missjen831]

eBay doesn’t provide a warranty. There is a money back guarantee which means you will get the item your purchased or your money back. It’s not a product warranty. If the phone screen you received is not as described, you can open a return request via my eBay>purchases or the resolution center as long as it’s been less than 30 days since you received the item. The purchase has probably been moved to the bottom of your purchase history.

[nutwood33]

Thanks for the reply but surely, because I queried the late delivery, I've already used up my one chance at a return request, even though I didn't request a refund?

I can't find the transaction anywhere. It seems to have vanished. I'm not that big a purchaser that it could be overlooked. There's only six transactions in the last 60 days. I even went to the bottom of purchase history which is  January 2016.

[hafoster]

After you've exhausted your one chance at an item not received --

you can start a return request if you've still time left.

@nutwood33

Find your item ID in the emails from eBay.

Next, using a computer, not a phone --

append that 12-digit number to the end of this URL:

http://cgi.ebay.com/

For example, if the item ID is 123456789012, the URL would be:

http://cgi.ebay.com/123456789012

Then click: View order details > Additional actions > Return item

Since your seller probably cannot issue a prepaid return label --

be sure not to

1. Agree to a replacement

2. Spend your own money to send it back

but instead, as soon as it appears, click ask eBay to get down on it.

[nutwood33]

Thank you for that. It sounds like a possible approach but isn't it a bit rough on the seller? I doubt that they sold me a dud screen on purpose and I'd like to give them a chance to fix the situation, but e.bay appears to be getting in the way of a friendly negotiation. I had a similar situation once before , we negotiated,  I ended up paying the freight and they supplied a replacement part. Everyone happy.

[missjen831]

---

wrote:

Thank you for that. It sounds like a possible approach but isn't it a bit rough on the seller? I doubt that they sold me a dud screen on purpose and I'd like to give them a chance to fix the situation, but e.bay appears to be getting in the way of a friendly negotiation. I had a similar situation once before , we negotiated,  I ended up paying the freight and they supplied a replacement part. Everyone happy.

---

If you don’t want to open a case against the seller, then simply send him a direct message. Cases don’t even count against the seller unless eBay is asked to step in. Just keep in mind, if you send a message, eBay won’t be involved and can’t help you if the seller won’t negotiate or issue a partial refund or whatever it is you want. And once it’s been 30 days from the date the item was delivered, you won’t be able to open a case with eBay. 

[nutwood33]

Thanks Jen, I would do exactly that but how do I contact the seller? As far as I can see, the entire transaction has simply vanished. I have the message where they responded, asking me to wait a few more days for delivery, but if I try to reply to that I simply get a message saying case closed. If I view the item purchased, none of the contact links are active. Obviously I could contact the seller because I have their name.

It seems a strange situation that e.bay are creating and whilst they may not offer a warranty on goods, the seller certainly has an obligation when the goods are faulty and as e.bay effectively facilitates the transaction and totally control the communication between buyer and seller, I would think they share that obligation.

My problem is that I don't particularly want to punish the seller. If I didn't care I'd simply charge back through my credit card. The fact that e.bay have blocked communication would be enough grounds. I may do that yet. I suspect if I leave it a while, Paypal will take the hit, not the seller. My question is more along the lines of trying to understand how this situation occured and what I should do to avoid it in the future.

I suspect my mistake was using the e.bay method to contact the seller about the late delivery. I wasn't trying to open a case  against the seller, I simply wanted to query where the item was as the tracking number didn't work. Suddenly I've opened and closed a case and now can't even contact the seller because the goods are faulty. Advice as to the correct way that I should have proceeded would be gratefully received.

[sam9876]

Can you post a link to the item you purchased?

[lintbrush*]

You say the item isn't in your purchase history.  Did you by chance by it last month? and what time filter are you using for your Purchase History?  You can view the last 60 days, 2018, 2017 etc.

It should be there.

[nutwood33]

I purchased the item on the 7th December. I am using the "Last 60 days" filter. I purchased another item on the 7th December and that is showing.

The only way I can see the item is by clicking the "View purchased item" link which is at the bottom of the message sent to me by the seller regarding late delivery. I can copy and paste this link across but I'm unsure if this would cause any security issues? It's a link from within my account.

[sam9876]

No one can access your eBay stuff without a password.

[nutwood33]

Thanks for that. I thought it'd be the case but never hurts to be cautious.

http://cgi.ebay.com.au/ws/eBayISAPI.dll?ViewItemVersion&view=all&item=131945012550&tid=1418350864003...

[missjen831 · Accepted solution]

Go to your purchase history page, IIRC after you have opened a case, eBay moves the purchase to the bottom of your purchase history. Or, if you’ve go the sellers ID, just use the “find member” search feature to find him and then use the “contact seller” link on his feedback page 🙂

[nutwood33]

OMG, this is embarrassing. You are quite right Jen, it moves to the "bottom" of purchase history. Not the bottom of the list where I was looking but the bottom of the screen, under all the ads. There it was!

Thank you very much for perservering with me. I just couldn't understand how or why it would vanish.

I've now used "Return item due to being faulty" and surprise, surprise it worked.  I can't see a red faced emoticon in the list, but consider it added!

[nutwood33]

To finish the story, I have been in contact with the seller. They have offered a 60% refund which I have accepted. I don't like paying full price for something that doesn't work but I accept that in a marketplace such as e.bay, a buyer should share some of the risk with the seller, unless it's blatant misrepresentation.

Thank you to those who assisted me with this question.