Returning a 25 kg parcel by Royal Mail

[suedonym2]

Ebay has issued a prepaid label for me to return a 25 kg package by Royal Mail.  At age 79 years, I cannot go out.  I cannot carry the package because it is too big and heavy.  The item was defective and the seller has agreed to take it back  It was sent by Courier Yodel.

Ebay has not encompassed the pandemic.  What should I do?

[rusticrye]

Are you sure Ebay have issued a label which covers a weight of 25 kgs...? The system can usually only supply labels to cover items up to 2 kgs, and you then have to contact Ebay so that they can make alternative arrangements with the seller.

If the label only covers a weight up to 2 kgs, then you will have to contact Ebay, I'm afraid. There is currently no, or very little, phone support, so try Live Chat (Help & Contact is at top and foot of any page).

If the label does cover 25 kgs, then it will be shipped by Parcel Force (too large for Royal Mail) and, like Royal Mail packages, needs to be taken to the Post Office. However, if there's no-one who can take the parcel to the Post Office for you, Parcel Force do offer a collection service. Have a look through this page on their website for details: https://www.parcelforce.com/sending-parcel

@suedonym2 

[suedonym2]

It is a bog standard Royal Mail 24 Hour Tracked label.

Having accepted the return and committing to have the item picked up, the seller has changed tack and is demanding photographs of a defective item.

I have provided a photo that shows the set is plastic and not rattan, wicker or canvas, and now he is setting up obstacles. He is stating that the item is rattan, when it is not. In addition, he has offered a paltry £25 refund on a £170 item, and I keep a defective item.

I have written back to him, holding him to his commitment, and stating that ebay will step in if he does not comply with ebay policies, and I have quoted UK Law: Sale of Goods and Services Act, Distance Selling. This is all I can do.

Covid-19 is complicating matters, but at 79 years of age, in the vulnerable category and unable to pick the package up, I am well and truly stuck!

[red_magpie]

As long as it's a large parcel label it should cover 25kg. There can sometimes be a problem with labels not covering the size or weight of the return.

If the seller has supplied a suitable return label, I'm afraid the rest is up to you. EBay doesn't require sellers to arrange collection. Regardless of the corona virus emergency, if you buy heavy items through eBay, bear in mind that you need to be able to return them, if necessary. 25kg isn't massively heavy - do you have someone who could post it for you?

Otherwise, it's hard to know what to suggest. This situation isn't covered in eBay's advice on the emergency, and their customer support is currently reduced from pretty poor to almost non-existent.

[*knight-rider*]

i know what i would suggest and do myself, given the item was £170, if Ebay won`t resolve it under their money back `GUARANTEE`, or the seller won`t deal with it, i would close the Ebay dispute and re-open it in PayPal. Under their rules, you will be required to return it at your own cost, good news is though, they run a scheme where you can claim those return costs back, once the item has been returned, so read up on it in paypal about what you need to claim it.
The reason i would do all the above, is because if you get nowhere with the way it`s going at the moment, you stand to lose £170, but if you return the item, even at your own cost, you only stand to lose say £30 for arguements sake, which whilst nobody likes losing money, it would be easier to swallow than £170 and besides, providing you give paypal what they need, you should be able to claim back 🙂
MY advice as well, don`t buy items off Ebay that are`nt easier to return and deal with, it`s more stress than it`s worth 🙂