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Seller sent wrong item but she wants me to collect it from the pick up point
Summary: The discussion revolves around an issue where 251275 received the wrong item from a seller, and the seller is asking 251275 to collect it from a pick-up point instead of sending it directly to them. Several participants, including tobiasd4, papso22, and red_magpie, engage in the conversation, sharing their views and advice. It reflects a common online purchasing dilemma and seeks input on the appropriateness of the seller's request and possible solutions for 251275 to resolve the situation efficiently.
Hi - i purchased an item and the noticed the listing photographs were for a model different from the listing as described.
The item had already been dispatched, but not delivered. I advised the Seller of the error.
The seller then told me not to pick up the item, as she failed to cancel the delivery. She then told me she'd arranged for the courier to pick the item back up. Then she said she'd spoken with Ebay who advised her I needed to request a collection code to pick up thte item, then request a return, then take it back to the courier, then wait for a refund.
I don't understand why the Seller can't be responsible for their own error and just arrange a collection back to them from the courier.
What is the correct procedure when a Seller sends out the wrong item before the item has been picked up from a pick up location? And what risk is it fair to ask the Buyer to take in asking them to pick up an item they already know is incorrect. I opened up an item not received case as the seller originally told me not to pick up the item, and that she'd arranged for collection, but she is now insisting Ebay have advised differently.
red_magpie
Mentor4 months agoI don't understand why the Seller can't be responsible for their own error and just arrange a collection
Because you bought this through eBay. It's unsafe to rely advice from sellers. Buyers are often misled into losing their right to a refund. There's no point in saying that eBay's terms and conditions are not fair. They may be a bit pedantic and inconvenient, but they are there to provide step by step protection when resolving disputes with unknown sellers. You will throw this guaranteed protection away if you prefer to negotiate with the seller direct.
Telling you not to collect the item was very bad advice . Failure to collect it would immediately put you in the wrong. You can't claim a return for an item you have refused to collect. You might be able to claim for "item not received," but if the item was tracked as delivered to the collection point you requested don't count on eBay supporting you.
251275
OP4 months agoThe eBay agent also said that I should have picked the parcel up. The refund was a courtesy. It's just not somehwere I'm very happy to do business going forward. Thanks to all of you for trying to help.
251275
OP4 months agoUpdate - I left negative feedback for the seller, following which she applied to close my INR case, I think to get rid of the negative feedback.
I appealed and eBay said they'd uphold my appeal:
Here's the appeal outcome
We reviewed your case again and changed the original outcome. We've issued you a refund. You should receive it in 3-5 working days.We reviewed your case again and changed the original outcome. We've issued you a refund. You should receive it in 3-5 working days.
We changed the outcome because the seller agreed to send you a refund and didn't issue it.
Nonetheless the whole affair has left me very uneasy about using eBay going forward, particularly with sellers who have 100% feedback and thousands of transactions - seems to me there are just ways to play the game. Buyer Beware. I prefer Amazon, sorry but it's true 🙂
tobiasd4
Mentor4 months agoYou missed this bit.
Disposal
251275
OP4 months agoThe Click&Collect terms are here - it is clear that if the buyer does not collect, eBay wil lpay the cost of returning the item to the seller, and the seller should refund the whole amount, including postage and packaging, to the buyer:
https://pages.ebay.co.uk/sell/click-and-collect/terms.html
papso22
Mentor4 months agoNote the word 'should', ebay has no way of making them.
251275
OP4 months agoThe Click&Collect policy is -
Your parcel will be held in-store for up to 7 days from when we notify you.
If you can’t collect your parcel within this time, it will be returned to the seller and you’ll receive a refund.
I'm going to leave the parcel where it is. The seller has already agreed the listing contains a mistake.
tobiasd4
Mentor4 months agoGoogle AI is wrong.
ONLY time you can close a case and open another one is closing INR case and opening not as described case.
By not collecting item from C&C within 7 days of delivery invalidates ebay MBG, so you can lose item and money.
I suggest you read ebay MBG, AI is often wrong no matter where you use it.
We have all given you correct advice about ebay policies.
If you choose to ignore us, that is your choice.
251275
OP4 months agoFor anybody else looking at this thread -
papso22
Mentor4 months agoWhether or not it's a 'perfectly legitimate way to cancel an order', it's not the way to get a refund, which is presumably what you are after.
251275
OP4 months agoI think you mean MBG is biased in favour of the seller.
john1297576
Mentor4 months agoNo it was right first time, if you believe otherwise then try selling. You will then find that if buyers follow ebay rules, sellers have no protection at all.
251275
OP4 months agoGoogle AI told me not to. The item is with an Evri Click & Collect, so will be available for 10 days. The seller, in my opinion, is unreliable. If I pick up the item she might go on to say I damaged it or something. Google AI also said once I close down the INR case I won't then able to raise an item not as described case. I don't trust the seller.
tobiasd4
Mentor4 months agoIf you want an easy refund, follow our advice,accept parcel and open ebay case.
Ebay do not get involved with consumer rights, that is between you and seller.
Ebay may not be perfect, but MBG is biased in buyers favour.
arkwebus
Mentor4 months agoPlease accept what @papso22 and @tobiasd4 say.
I know it is a bit tedious but if you fail to use the system [and much as you may feel it is the seller's problem] you may lose eBay's support.
eBay's rules and procedures are laid down and they rarely - if ever - deviate from them.
@251275
251275
OP4 months agoThe problem is, that if Ebay thinks seller's shoud behave like that, say what they want and change their mind , all at the buyer's expense of time, effort and money, then why buy from Ebay?
arkwebus
Mentor4 months agoYes yes. However eBay presumably feels that their system works "OK" and they are - in the medium term - unlikely to change.
@251275
251275
OP4 months agoSeems you're just forum contributors though, and not eBay? Or do I have that wrong ? eBay can also be reported to trading standards if they fail to enable the right to reject misrepresented goods.
arkwebus
Mentor4 months agoOh yes we are all members like you. Vast cumulative experience as to how eBay actually works over many many years.
You make a good point about Trading Standards and I am sure that they get involved on some occasions. I cannot recall any cases in the press or changes being advertised as a result. EBay does not have a complaints department or any way to submit "suggestions"
@251275
tobiasd4
Mentor4 months agoIf you refuse parcel at your door, it invalidates ebay MBG.
As said, accept parcel, then open item not as described case.
251275
OP4 months agoIn this case, the buyer told me not to pick up the parcel (before it was delivered to the collection point) . She also told me she'd arranged for the item to be collected and returned to her by the courier. In which case the original collection code is invalid in any event.
papso22
Mentor4 months agoYou can do what you like but Ebay's buyer protection, which gives you easy access to consumer rights but is separate from them, won't cover you if you don't follow the process.
251275
OP4 months agoSo you think it not important that the seller told me not to pick up the parcel, and also not important that the seller told me she'd arranged the courier to return the parcel to her, then asked me to pick it up anyway?
tobiasd4
Mentor4 months agoProblem is if item is delivered, you will lose item not received case.
Better to get collection code (ebay supply it, not seller) and collect item.
You then open item not as described case, seller supplies returns label, you post back for full refund.
Doing it this way guarantees a refund.
251275
OP4 months agoBut if I'd had the item delivered to my house, I'd have been able to refuse delivery at the door. The item isn't legally mine, it is the seller's.
red_magpie
Mentor4 months agoif I'd had the item delivered to my house, I'd have been able to refuse delivery at the door.
The reverse is true! Refusing delivery would disqualify you from any protection from eBay.
Do PLEASE take some time to read and understand the conditions for eBay's money back guarantee. They're actually quite clearly explained and easy to follow - if only you will read them. Or feel free to ask for advice here on what to do if you're unsure.
There is a link to eBay's money back guarantee in every listing, or see: https://pages.ebay.co.uk/ebay-money-back-guarantee/ Or feel free to ask questions here, but please
251275
OP4 months agoIn my defence, I did in fact ring eBay three times and each time they told me not to worry, that I would get a refund.
Also, the Click&Collect terms and conditions are written in three different places, and they all contradict each other.
1. https://pages.ebay.co.uk/clickandcollect/ - here it says a refund if you don't pick up within 7 days
2. https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4210 - here it says you may not be able to get a refund if you don't collect, and
3. https://pages.ebay.co.uk/sell/click-and-collect/terms.html - here, under returns, a failed c&c item is said to be fully refundable, including the P&P.
I don't think that's any way for eBay to do business.