If you use eBay long enough you'll end up with some trouble. I guess the same is true wherever you buy your stuff. Sometimes things go wrong either with shipping or you get a nice DOA. My case is no different, after several good deals I've got a badly broken bycicle headlight (pictured on the left).
As it was a cheap item money was not a big problem, but still you feel you should get a fix, either in the form of a refund or a new item. The problem this time was the seller was not answering my messages. At this point I decided not to let him go without a fight. After 48 hours without an answer and checking in that seller feedback that not answering complains was his standard behaviour I filed a complain with eBay. However, eBay forwarded me to PayPal as the item had been paid using PayPal.
I thought that although I might not get the money back I would be educating the seller as I was guessing PayPal (through which he gets most of the payments) would force him to at least provide an answer to my complaint. After two more days I escalated my complaint to dispute, asking PayPal to mediate to get it fixed.
I was amazed when only two days later I've got a message from PayPal telling me a full refund was on its way. I was even more surprised because I've offered an slightly lower amount of money for happily settling my claim (as I thought getting a partial refund was better than nothing). After checking on my PayPal account I learned that it was the seller who actually refunded my money.
So then I was faced with the moral dilemma of what to do about the item feedback. I was tempted to leave negative feedback as I was not happy with the seller behaviour, but although it took me more than one hour to go through all the steps, the seller utimately did the right thing, so I am leaving positive feedback after all (and I hope he'll do the same for me, but I won't hold my breath).
And now, I think I'll stop by the bycicle shop to get a new byclicle headlight.