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Defective item and it doesn't match the one from the US
Good morning:
I received an item from the USA that, when it arrived, was not the one I had bought according to the pictures. I had to pay almost the value of it in customs, and when it arrived it didn't work either. The seller refers me to eBay's international protection, but I have not received any response from eBay.
Can someone tell me the steps to follow? I had never experienced this situation before and it is quite frustrating.
Regards.
1 comment
cinthia@ebay
Hello @mcg.suzuki,
On eBay, we have protection to cover your purchase in situations like these. If the item you received does not match the description in the original listing or if it arrived damaged or defective, you’re covered by the eBay Money Back Guarantee. You can return it even if the seller’s return policy says they don’t accept returns.
Here’s how to open the request yourself so you can start the process to return the item and get a full refund once the seller receives the item back.
You can open the case here, this will alert the seller so they can start the return process. The seller will need to pay the return shipping cost, and we always recommend having a friendly conversation between the seller and you so you can resolve the issue in the best possible way.
You can agree on whether you want them to send you the correct item or whether you prefer a refund. It’s rare for sellers to ignore your help request, but if you don’t get a response after a few days, you can request eBay’s help if you go into the case from your account and click the "Request eBay Help" option. You must ask us for help before 30 days have passed after the case was opened, or we won’t be able to help you after that time, so it’s important to keep an eye on the dates.
I trust this information is helpful.
Best regards
Cinthia
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