eIS isn’t giving me a refund for broken item

Summary: samahun-3142 is having an issue with getting a refund for a broken item from an online service referred to as 'eIS'. marnotom! and lotzofuniquegoodies are engaged in the discussion, but the details of their responses are not provided.

I ordered something from the US to Canada. It arrived broken and no longer working. Since it’s vintage and unique, I asked the seller if they’d be okay with at least a partial refund without me returning it to help have it repaired. They were okay with this but first checked with eIS. Seller told me to open a return claim without actually returning the item and it will be dealt with. I did that, and called ebay to confirm. The assistant said yes, I shouldn’t return it and I’ll get a refund in about a week. Two weeks later I chat with ebay since a refund hasn’t been issued. The assistant sent a request to eIS and told me to wait another 3 days. Starting to feel like I won’t actually get my refund.

Anyone else have issues like this?

samahun-3142

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Posted 6 months ago·Last reply 6 months ago

6 comments

marnotom!

·6 months ago

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I have never heard of eIS dealing with partial refunds for damaged items. The options seem to be to either return the item through eIS to get a full refund, or for the seller to issue a goodwill refund out of their own pocket, outside of eBay channels.

Either the customer service reps misunderstood what you and the seller were asking, the seller misunderstood what the customer service rep was saying, or the customer service reps are talking out of their respective hats.

samahun-3142

OP6 months ago

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That could be the case. I have seen that eIS sometimes provide full refunds when they damage items. It was $115 US so I’m not sure whether they consider that worth returning or not.

marnotom!

·6 months ago

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The old Global Shipping Program didn’t have a return mechanism, so buyers filing claims for damaged items would be fully refunded without having to return the items. Perhaps that’s what you’re thinking?

lotzofuniquegoodies

·6 months ago

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@marnotom! wrote:
I have never heard of eIS dealing with partial refunds for damaged items. The options seem to be to either return the item through eIS to get a full refund, or for the seller to issue a goodwill refund out of their own pocket, outside of eBay channels.

Either the customer service reps misunderstood what you and the seller were asking, the seller misunderstood what the customer service rep was saying, or the customer service reps are talking out of their respective hats.

@marnotom!

IF eBay eIS refuses the INAD couldn't the seller over ride and credit from their funds? Shouldn't it be possible from the dropdown for transactions. Just suggesting as a last resort after waiting it out to confirm what ebay is going to do. It doesn't sound like eBay does the legwork for items damaged in transit to buyer to process shipping claims. One would do this only if they wanted to make sure the buyer did not feel taken advantage of. Also makes one wonder if ebay repackages? (All the extra handling can't be good for anything sensitive/fragile.)

samahun-3142

OP6 months ago

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The impression I got from the seller is that eIS did repackage it. I’ve also seen that ebay takes responsibility once items arrive at their international hubs but this was just from googling so it may be outdated. I’ll wait it out, maybe get in touch with ebay one more time, then reach out to the seller again.

marnotom!

·6 months ago

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@samahun-3142 wrote:

The impression I got from the seller is that eIS did repackage it. I’ve also seen that ebay takes responsibility once items arrive at their international hubs but this was just from googling so it may be outdated.

That’s still the case, but as far as I know, eIS only offers full refunds upon return of the item.

Just have to ask, though: Are you sure the item was sent through eBay International
Shipping and not the similarly named but very different eBay International Standard Delivery (eISD)?