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Posted at April 17, 2006, 4:13 pm: Hello, I'm new to the forum. I have included an email below sent to eBay Customer Services today. I would appreciate any/all feedback regarding this email; have I got it completely wrong?, do I have any hope of getting satisfaction?, should I direct my complaint to another party (Square Trade, etc.)? I know sellers as well as buyers use this forum, so apologies in advance if any of my assumptions seem unfair to all the responsible sellers out there. Any replies would be much appreciated. Many thanks, THADY. eBay Item #XXXXXXXXXX Dear eBay CS, I am currently involved in a protracted and frustrating situation with an eBay seller (XXX XXX XXX). I had to twice return the same item to this seller due to the condition I received it in; the item was inappropriately packaged and couldn't withstand even the slightest handling via the postal services. Despite very poor communication and the level of customer support at XXX XXX XXX I managed to return the items (twice) on these grounds; the reason for the returns is not in debate. XXX XXX XXX are trying to enforce policies regarding reimbursement of return shipping costs that are not indicated on their website, on their Return Authorisation Form, or in any of the correspondence I have received from them. As a result of XXX XXX XXX's negligence when packing/dispatching the items I purchased, I am now $43.86 out-of-pocket in return shipping costs. I have included a summary of the unfair and unreasonable behavior I have experienced in my dealings with XXX XXX XXX (the summary below is an extract from my most recent correspondence with XXX XXX XXX): "In summation, and separate from the reasons for returning the boxsets in the first place, XXX XXX XXX are guilty of the following: 1. Being completely unaware of the services and tariffs available to their international customers. 2. Requesting international customers to return items via USPS (please see Return Authorization Form) which is not an option outside US territories. 3. Based upon your most recent correspondence, encouraging international customers to return items via non-trackable, non-insurable services. Based upon this assertion I presume, if an item goes missing during return shipping, XXX XXX XXX would offer a full refund/replacement despite not receiving the returned item?, I don't think so. This policy leaves your customers in a very vulnerable position. 4. Attempting to shift the responsibility for your insufficient/flawed Terms and Conditions (shipping policies) on to your customers. It is obvious that your Terms and Conditions were drafted with only US customers in mind and that you did not do your homework when amending them to include international customers. 5. Trying to enforce policies that are not outlined in your Terms and Conditions or Return Authorization Form." I hope you can advise me how best to proceed as I strongly feel that this seller is being unreasonable. I have no problem with limitations regarding reimbursement of return shipping costs, if (and only if) these limitations are clearly indicated in the companies Terms and Conditions and are accompanied by well written/researched shipping options/policies (it is not the customers responsibility to unpick inadequate shipping guidelines). Lastly, I have been purchasing online for many years now; I have enjoyed purchasing from individuals on eBay who offer intimate and courteous transactions, and from massive companies like Amazon, Apple, Tennis Warehouse, Send It, etc. who have a strong customer service ethos. The only problems I have encountered have been with smaller companies like XXX XXX XXX, who do not have the courtesy of independent sellers nor the professionalism of the large companies. I think eBay may need to regulate the companies that fall into the latter category; I have noticed a number of these companies have been suspended, deregistered, and/or liquidated in the last year. Is it possible that some of these 'cottage-industries' see eBay as a way to make a quick buck away from the glare of consumer rights?, and if customers do stand up for themselves well, you can always disappear without a trace! I look forward to your response. Kind regards, THADY. Original of the message was taken from http://www.auctionbytes.com/forum/phpBB/ Replies:Highly unlikely you will get any satisfaction, Ebay do not care, unfor...Other Topics of AuctionBytes:NEED Help w/ RUN AWAY SITEWhat is Faceted spoon for? Anyone use Channel Advisor? Are they down? Plain Stemware ID Help Hey Susan...what kind of Dog is this?? Overstock.Com Now has Auctions!! What do you think?? Fenton Bell - ADVICE REQUESTED! The Wonder of Boys Craigslist.org no longer working??? 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