Missing item - eBay not helping

[mackche-60]

Ok I need help. I placed my first ever eBay purchase on 08/07 for $318.53usd ($451.93cad was charged on my credit card). The description stated I would receive the item with charger and cable. I received the item on 08/21 (and paid $99.21 in duties). Upon opening the box, it was missing the charger and cable. I messaged the seller right away and they asked if I would prefer to be partially refunded to buy another charger or have them ship the charger out. I said I would prefer to have a partial refund and buy a charger myself. They then came back and said they will pack and ship the charger out on 08/22, along with paying for shipping, any duties that would come along with the charger and send me tracking. Fast forward, I reached out to them several times with no answer and no charger. At this point, I reached out to eBay for help because I was not getting a response. I stated that I would be willing to return the item for a full refund plus the duties I paid. They said that if the seller did not answer by 09/02 they would open a full refund including duties. I waited until the 2nd, no answer. On 09/04, I called eBay and they told me to send in the seller chat a photo of my duties receipt so they would be able to access the photo. So I did, at this point the seller answered, asked I received the charger and said they sent out a new one. They also asked what the receipt was for. During all of this, I am in communication with eBay’s international team where they stated they cannot refund me my duties because they are not through eBay. Which I understand, however, I was under the impression from the previous eBay seller that I would be receiving the cost of the item + duties. After this, I asked what the total cost of the refund. They then told me they are not in control of the conversion rate and whatever it is at the time of my refund is what I will get.

I’m beyond frustrated at this experience. I understand mistakes happen but the seller going radio silent and not shipping the charger out has made me rethink my purchase with eBay. I am also frustrated at eBay with the back and forth communication as I only have until 09/13 to send the charger back to get a chance at a refund, if it meets their “inspection”. At this point, all I am looking for is a full refund of what I paid for in Canadian dollars.

I honestly don’t even know what I’m looking for but maybe some insight on how to proceed and if anyone else has experienced this before. As I mentioned, I am just looking to get back what I paid because as of right now, I am losing over approx $120 because of a mistake the seller made.

[pjcdn2005]

I totally understand your frustration, especially when you are being told different things.

In some cases buyers can pay the duty at the time of purchase and in those cases, the duty would be refunded by eBay once the item was sent back. But if you paid when you received the item, the duty can be claimed through Canada customs.  If there is a customs form on your package, there may be a form to claim the duty back on the backside of that form.  But even if you get your duty paid back, you may or may not get the handling fees back that you paid to the courier or post office.

If you return the item you will get your money back for shipping and for the item,

this is from ebay's money back guarantee:

Currency exchange rate applied to refunds

If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued.

eBay does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency.

https://www.ebay.ca/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?...