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Home > Help Desk > Buyer Protection Guide

Buyer Protection Guide

We hate to admit this, but on rare occasion things don't go the way we want. As a buyer on our Marketplace, there may be times when a purchased item does not meet your expectation. We want you to know we're here to help when this happens and have put in place a Buyer Protection Guide.

As a buyer, here's what you should expect:

  1. From the date of your order, the seller has 3 business days to confirm their order from you.
  2. You'll get an email when the seller confirms the order.
  3. If, by the 5th business day following your order you have not received an order confirmation email, then your order may be cancelled.
  4. You'll get an email when the seller ships your order.
  5. Once shipped, the seller is required to plug in tracking information for you to see.
  6. You should expect to receive your order from the seller within 3 business days plus the estimated shipping time associated with your chosen method of shipment.
If Something Goes Wrong

How to contact a seller.

  1. Log into your eCampus.com Account and click the order number under which the transaction took place. Click the red "Buyer/Seller Communication" button. Follow directions given on the Buyer/Seller Communication pages.
  2. No response from the seller? Give the seller 3 business days to respond to you. If you've waited 3 days and still no response, then please contact us at eservice@ecampus.com and an eCampus Customer Service Representative will work quickly to resolve the matter.

I haven't received the item I ordered.

  1. Have you allowed enough time for delivery? You need to allow for about 20 days from the date of your order confirmation email. If you haven't seen your order by then, please contact the seller for resolution.

The item I ordered is damaged.

  1. Please check how the item was described by the seller and compare it to our standardized Item Quality scale. Was it significantly different? Example: Seller listed item as "Very Good", but condition is not even close to being Very Good. If you're still concerned, then please contact the seller for resolution.
  2. The seller responded, but I'm still not satisfied. At this point, an arrangement to return the item to the seller may be made, but that's strictly between you and the seller. Outside of that, the only other form of recourse would be in the form of the rating you can leave for the seller.

The item I ordered is different than how the seller described it.

  1. Here's what we consider "different": an item varies in more than 2 aspects of the condition description below its listed condition. If you that's the case, then please contact the seller for resolution.
  2. The seller responded, but I'm still not satisfied. At this point, an arrangement to return the item to the seller may be made, but that's strictly between you and the seller. Outside of that, the only other form of recourse would be in the form of the rating you can leave for the seller.

I received something totally different than what I ordered.

  1. If the sellers description is different than what was shipped to you (example: different titles, different editions, different ISBN's, etc.), then please contact the seller for resolution.
  2. The seller responded, but I'm still not satisfied. At this point, an arrangement to return the item to the seller may be made, but that's strictly between you and the seller. Outside of that, the only other form of recourse would be in the form of the rating you can leave for the seller.

Keep this in mind.

  • You must attempt to resolve your problem with the Seller through Buyer/Seller Communication before you submit an Incident Inquiry form.
  • If you have initiated a chargeback with your credit card bank, then you may be excluded from our Buyer Protection Guide processes.
  • Buyers can use Buyer/Seller Communication on an unlimited basis.
  • You have a maximum of 60 days from the date of your order to file an Incident Inquiry form.

What happens when I submit my Incident Inquiry form to eCampus.com?

If you have followed the guidelines of the Buyer/Seller Communication, eCampus.com will contact the seller to give them another chance to resolve the problem. eCampus.com may also contact the you, the buyer, for more information. In most cases, the seller and buyer will be able to resolve the problem. If the problem cannot be resolved a refund may be issued at the discretion of eCampus.com. Refunds will be issued to the original credit card used for the transaction. Refunds will appear on your credit card statement in accordance with the rules and regulations of your credit card issuer.

What if the item is not "materially different", but I disagree with the Seller's rating of the item?

We provide detailed guidelines to sellers for rating the quality of the items they list on eCampus.com. A buyer cannot submit a Incident Inquiry form for items that are not materially different from the seller rating. Unless there is a material discrepancy between what the seller offered and what the buyer received (incorrect item, misrepresented condition, etc.), all returns to the seller are at the sole discretion of the seller and must be agreed to by the seller in advance of the return. Buyers must initiate this contact through Buyer/Seller Communication. Any return compensation is solely between the buyer and the seller, eCampus has no part of the return process. The only other form of recourse that a buyer would have at this point would be in the form of ratings that the buyer may choose to leave for the seller.

Deception and fraud will be prosecuted to the fullest extent of the law.

Attempts to abuse our Buyer Protection Guide will be investigated very seriously. eCampus.com reserves the right to suspend the membership of any buyer or seller we feel has attempted to commit fraud by misusing this policy for personal gain. eCampus.com also reserves the right to with hold payment from the seller, debit the seller's checking account, or charge a seller's credit card in order to recover damages related to fraud. In addition, abuse of this policy is a criminal offense and violators will be prosecuted to the fullest extent of the law.



Click here to submit an Incident Inquiry Form