eBay Money Back Guarantee

[UK Printed Mugs]

We have another of those typical annoying eBay buyers who claim they never received their personalised goods. No problem, we will send them a replacement today. Their response "we want a refund or we will get our lawyer onto you". The long and short of it is that eBay said to send the items and when it has been tracked they will close the eBay case. The buyer has said eBay told them to send it straight back and open a returns request to get money back. Has anyone else had money given back to a buyer based on them not wanting a PERSONALISED gift they requested? I can understand 28 day return on off-the-shelf products but I didn't think this covered custom/personalised products?

[webtrekker]

We have another of those typical annoying eBay buyers who claim they never received their personalised goods. No problem, we will send them a replacement today. Their response "we want a refund or we will get our lawyer onto you". The long and short of it is that eBay said to send the items and when it has been tracked they will close the eBay case. The buyer has said eBay told them to send it straight back and open a returns request to get money back. Has anyone else had money given back to a buyer based on them not wanting a PERSONALISED gift they requested? I can understand 28 day return on off-the-shelf products but I didn't think this covered custom/personalised products?

Hmm ... There's a difference between 'not received' and 'not wanting' items. If they claim it hasn't been received, then we simply send them the tracking number (you do track them, don't you? :biggrin: ).

As for 'not wanting' a personalised item, does your ebay listing have a disclaimer saying such items, because of their nature, cannot be returned for replacement or reimbursement unless defective? I'd just take the hit here, issue them with a refund, add them to your blocked list, and call it a lesson learned. There's times, (almost every day!), when I hate ebay!

[GoonerGary]

I remember those idiots getting lawyers on ebay back in the day. At that point, I express my disappointment that since it's now a 'legal matter' that you can no longer offer a quick remedy to address their problems and will wait for both our lawyers to sort it out. Pisses them off further. You could do stuff like that when mutual negative feedback existed.

You shouldn't need a disclaimer, but it helps. Personalised orders are not covered by Consumer Contract Regulations. Get the item back, refund, move on.

[Stitch Up]

Ebay are a law unto themselves!

In they're latest TV commercial trying to encourage people to buy products advertised on Ebay for Christmas, they feature perfumes & aftershaves! I suppose it's okay if you want to five 'FAKE' gifts to people.

Ebay - one of the most dangerous places to shop!

[GoonerGary]

There isn't much I'd buy on eBay. Memory cards, razors, batteries...all fake!

[phoenixalpha]

They are by law, entitled to return any item (personalised or not) for a full refund if they aren't happy with the item for whatever reason. Having a disclaimer saying you don't accept returns will hold no weight with ebay whatsoever.

Its one of these things that... you just need to accept however much of a PITA the buyer is. However you don't have to pay postage. Just lump that back at them.

[GoonerGary]

They are by law, entitled to return any item (personalised or not) for a full refund if they aren't happy with the item for whatever reason.

https://www.which.co.uk/consumer-rights ... egulations

"Exemptions

There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel.

These include, CDs, DVDs or software if you've broken the seal on the wrapping, perishable items and tailor-made or personalised items. "

If you have printed the item incorrectly that's a different matter.

[UK Printed Mugs]

Thank you all. We have decided to re-send signed for to see what eBay policy is. We can of course dispute the case if they open another one but the fact that someone can return a personalised item for a refund seems wrong and obviously not part of consumer act.

[viccar1]

Ebay policy is to ignore the personalised items and treat them exactly as any other purchase, customer is always right

If they say they havn't recieved it and you have sent it tracked put tracking in and they will lose case, if you have no tracking then refund.

If they don't want another one, why send another? they will simply damage it and claim not as described = refund. and you will then be charged an extra £3 for that as well, so you will be out of pocket 3 x postage and 2 items.

They are scammers, we all know that, but have to suck it up, i refund on the very last day before it goes to ebay just to string it out a bit, if i think they are scamming.

[UK Printed Mugs]

Yes we agree on principle but we want to get a 100% response from eBay regarding returning personalised items. eBay told us that they do follow UK law so we have a few days now in order to see what they decide. Doing it for us guys and girls