Complicated warranty processing by the seller | Members help members

suborb1t · 2026-05-01T10:39:51.348000Z

Dear eBay Team, I would like to complain about the seller. This concerns the warranty handling of a used Kobo reader from my order 19-13491-12021 (purchased in August 2025). The device has sporadic defects (freezing, not responding, spontaneous shutdown at low battery level). The seller is requiring that I send a copy of the invoice for an inspection under warranty. According to the seller, this was included with the delivery, but I – as usual – did not keep it permanently. Instead of accepting the order stored in my eBay account (including order number, purchase date, and price) as proof of purchase, the seller points out that the serial number is only on the invoice. As a commercial dealer, however, he is obliged to keep invoices and business records and could use his own copy. In response to several specific follow-up questions (including who covers the shipping costs in the case of a defect that cannot be reproduced and whether the eBay order confirmation is sufficient as proof of purchase), I have received no answer for more than 14 days in some cases, or only standard texts (“Please return incl. copy of the invoice”), without addressing my questions. A constructive resolution of the warranty issue is therefore being made significantly more difficult. During my research, I came across Google reviews of the seller in which other customers also report that an additional fee is charged for reissuing the invoice and that complaints are made unnecessarily complicated. This impression matches my experience. eBay ratings are typically left shortly after purchase and mainly reflect shipping and the first impression. Problems that only arise months later under the statutory warranty can hardly be reflected there. That is why I consider a separate complaint to eBay necessary so that this behavior toward customers does not remain hidden. I ask you to review whether this behavior is consistent with eBay’s principles on buyer protection and fair warranty handling, and to take the appropriate steps against the seller. Thank you!

Discussions

Complicated warranty processing by the seller | Members help members | eBay Germany