• Product Questions
• Payment Questions
• Delivery Questions
• eBay Questions
  
• RACS Buyer Protection
  

How can I follow your listings?

We are always launching new products and updating our listings in a range of eBay categories to bring the leading brands and prices to the community. To ensure you don’t miss out on our latest offerings or member specials please subscribe to the GO RACS newsletter or add the best eBay store in Australia to your favourites list by clicking here http://www.stores.ebay.com.au/GORACS.

How do I find out more technical information on the item I wish to bid on?

Racs_aus collects information from a number of authorised sources to provide comprehensive information on the products we offer. You should always check for yourself that the information we passed on is correct. We do not claim features, we are simply quoting. If you require specific information on the product listed that is not in our description we suggest contacting the manufacturer directly via their helpline or relevant website. TIP: Enter the question, brand and/or model number into www.google.com.au or your favourite search engine.

I bought a new mobile phone from racs_aus and I need to get it repaired under warranty. What do I do?

Please email customer.service@racs.net.au with the IMEI number of the mobile and your invoice number and racs_aus will email your invoice to you to enable you to claim repair under warranty.  To locate your nearest mobile phone repair centre please go to the relevant manufacturer’s website for further details, or give them a call on their support line. TIP: The IMEI number is a 15 digit number located on the back of the phone or by dialing *#06# on the phone.

You describe phones either as "locked" or "unlocked" phones. What does this mean?

Locked Phones:

In order to retain customers, mobile phone carriers can configure individual handsets to only operate on their network. For example some handsets purchased on a Vodafone GSM plan will only work on the Vodafone GSM network. These phones are essentially "locked" to a particular mobile phone carrier and the network standards the phone and carrier support.

Unlocked Phones:

Phones which are referred to as being "unlocked" are able to operate on any carriers mobile phone network, so long as it is supported by both phone and carrier.

I have an unlocked phone, but it isn't supporting my network. What have I done wrong?

There are very important differences in the mobile phone networks around the world. In Australia we have a variety of network types (also called standards):

• CDMA (scheduled to be closed at the end of 2007)
  This is currently run by Telstra and is scheduled for close at the end of 2007.
• GSM (the 'normal' mobile phone network, 1900MHz)
  The frequencies can include 800MHz, 900MHz, 1800MHz and 1900MHz. This network standard is used by Telstra, Optus, Vodafone, Virgin and the other carriers except '3' brand. '3' supports 3G (as below) only.
• 3G (also known as WCDMA, UMTS, U-SIM)
  This is the newer standard that allows for Video streaming and internet browsing etc. Supported by '3', Telstra, Optus, Vodafone and Virgin.
• NextG (the newest standard)
  This standard is the very newest technology. It allows for super fast data transfer and very high quality calls. Currently only supported by Telstra.

When you buy your phone you need to know what network type you are on (GSM, 3G or NextG) and if the phone is locked to your or another carrier. eg. If you are with 3, you need to get a 3G compatible phone. If you have a GSM sim you will need a phone that works on the GSM networks etc... You should always ask your service provider to see if this phone will work with your sim on their network.

I am interested in a product that is "refurbished". What does this mean?

Products that are replaced under warranty or contract are often returned to the manufacturer due to a minor defect that prohibits its functional usage. From there the manufacturer, their agents or 3rd party qualified repair companies fix the problems so the unit is resellable. In many cases these problems can be quickly rectified and fixed, allowing the product to operate again as if it was new. In most cases the defected components of the product are replaced with brand new working parts and the goods are remarket and resold with a grade of physical appearance, generally "as new". Equipment that has undergone this process is referred to as "refurbished" equipment. Some maintain their warranty with the manufacturer, while other refurbished items do not.

I cannot find what I am looking for - Do you stock any additional items that are not listed on eBay?

All products that we have in stock are listed in our eBay store.  We do not stock any other products other than those you can see online.

I would like to collect the item. Can I pick it up?

Racs_aus does not allow pick ups of any items unless stated in the item description. I hope this does not affect your participation in our auctions.

How do I pay for my purchase?

racs_aus accepts payment by way of direct deposit, money order, company cheque (clearance required prior to processing) and bank cheque only.

I want to pay via direct deposit?

There are two ways you can pay using direct deposit:

Where possible, please ensure you enter your eBay username as the transfer description.

Account name: Retail and Corporate Solutions   BSB: 032053   Account number: 223343   Bank: Westpac Note: Bank transfers made after 4pm from a non-Westpac bank will appear in our account on the second business day after making the transfer.

I want to pay via money order / bank cheque, who do I make it out to and where do I send it?

Please send the money order/cheque for the total including freight to:

Retail & Corporate Solutions
PO Box 21
Camperdown BC NSW 1450

Please include your eBay user id so we can match your payment.

RACS DOES NOT ACCEPT PERSONAL CHEQUES.

I paid for my item but have not received payment confirmation from racs_aus regarding the processing of my order.
Has my payment been received?

To help us complete the transaction can you please email the following information to customer.service@racs.net.au with I HAVE PAID in the subject title:

• Total deposited

• Date of deposit

• Branch

• If any reference was used

racs_aus will endeavour to match your payment  based on the information provided.

Will you deliver to my overseas address?

racs_aus delivers many items world wide, from multiple locations in Australia and UK. We are only shipping small items like mobile phones and accessories to international buyers. Postage costs are available on request. Check that the auction has delivery available in your country. If you live outside our delivery countries, we recommend that you ask a family member or friend in Australia to complete the transaction.

I have paid but have not received feedback?

Positive feedback is automatically generated by racs_aus when it is received from our customers.

I keep missing out when bidding on your items. Do you have a “buy it now” price?

The majority of items listed on eBay by racs_aus are listed at 0.99c start with no reserve due to agreements with our vendors. Only items listed with a “buy it now” price are available in that format. To ensure you don’t miss out on an auction item place your maximum bid to guarantee success!

I am bidding on several of your items, do you combine and discount the freight charge?

In most cases, racs_aus offers a freight discount where possible. Due to some products being shipped directly from our vendors freight discounts are not always possible. Please contact us after you have completed your bidding but BEFORE you complete any checkouts.

How long will my item take to be delivered?

Delivery is such a variable thing, with many factors determining arrival. Generally 2 - 3 working days is the delivery time for Australian deliveries. Upto 7 working days is common for regional or large deliveries. International purchases (located in Australia shipping to internatioal addresses) take up to 14 days. It is important that the address you provide is carefully considered, as it must be attended during business hours. Please remain patient and of course contact racs_aus if you believe your delivery is overdue.

I made an accidental bid and want to retract it. What do I do?

It can not be emphasised enough that by bidding you are agree to buy, and by bidding on multiple items you are agreeing to buy ALL of them. In our experience selling on eBay we have had customers claim to have accidentally bid on our auctions for all sort of reasons. These include, but are not limited to: cats on keyboards, dogs making bids, any age child from 1 to 18 years bidding without permission, any assorted relative or friend who is computer illiterate bidding because they though it was a game, strange weather phenomenon, alien abduction and falling asleep on the keyboard.

We understand that these things happen often and there are two situations which can occur:

1. The auction is still ACTIVE:

You can simply withdraw (also called retract) your bid by going to http://offer.ebay.com.au/ws/eBayISAPI.dll?RetractBidShow. There are conditions, so read!

2. The auction is CLOSED and I'm the winner:

You are the winner! You should really buy the item. We can do you a favour and consider the cancellation. You can't retract or withdraw the bid, so we need to go through a mutual agreement. For all mutual agreements racs_aus expects the buyer to leave positive feedback. You need to email us with your reason for cancellation, we will consider, and let you know what to do next or if you have to buy the item. Mutual agreement is NOT always available so TAKE CARE with your bidding.

You have opened an unpaid item dispute against me. What does this mean, what do I do?

The dispute system is provided by eBay as a mutual discussion room. The dispute is not a negative thing so much as it is a communication means. The result of a dispute may be negative if the responsible party does not fullfill their obligation. It is VERY important you participate in a dispute. The unpaid item dispute is opened after a set amount of time, based on the sale not being marked paid by racs_aus. In the dispute you need to inform of when you have or will pay, and the appropriate details. More details are better.

What is feedback and what is the significance?

Feedback is used for both parties in a sale to rate each other's overall performance. There are many things a seller and a buyer do to make a sale successful and this should all be taken into consideration before leaving feedback. One minor error, a delay or some other factor outside your control is not justification for negative feedback. racs_aus believe that positive feedback is always the only acceptable result of a sale. Before you leave a neutral or negative feedback you should try to contact us and give us time to respond and resolve. Use a dispute if emails are not getting a response. We will resolve the issues and fullfill our obligations, and expect you to also!

How do I remove my feedback? It is no longer accurate.

Feedback can be removed via a mutual system from both parties. You need to be logged into your eBay acount and click the following link: http://feedback.ebay.com.au/ws/eBayISAPI.dll?MFWRequest

Simply enter your item number from the sale and follow the links.

Copyright Retail and Corporate Solutions P/L (racs_aus) 2007