Item not as described

[code343]

Hi, I bought an item last week, and it arrived today. However, after inspecting what first appeared to be a damaged item, it is clear on several points comparing the photos in the original listing against the same areas of the damaged item received, that it is actually a completely different example of the same item. I have approached the seller and he says I must take it up with UPS, that the package myst be crushed, or that I must have damaged it whilst opening it, and refuses to give me a refund. What options do I have to pursue this further? I am reluctant to send it back to him for a refund as I think he will try and claim the damage was inflicted during the return, or I will never hear from him again. Any advise would be much appreciated. Thank you, David

[arkwebus · Accepted solution]

I have no idea what eBay means!   Seller cannot "open a case". If you have sent the item back then enter the tracking into the case.   The seller should refund when he gets the item back but if not [and if you have tracking showing at least "attempted delivery"] then you esclate the case to eBay. 

As you have been advised [and particularly for UK sellers] do not contact then or send photos as it just provokes arguments!   If dealing with returns to foreign sellers paypal has a scheme whereby you register and they pay for tracked return. 

https://www.paypal.com/uk/webapps/mpp/refunded-returns     is the link and when registered you can do the case through there

@code343 

[code343 · Accepted solution]

Many thanks @arkwebus - that last bit abour claiming my return costs from Paypal was news to my ears! The seller did say he would be happy to refund this for me, but since receiving the item and giving me a full refund for the original purchase price and postage, he continues to if=gnore all my requests. As such, and following your advice, I have opened a Retrurn Refund Refquest, and am now just waiting to hear from Paypal - many many thanks again.

[tobiasd4]

Ignore seller.

Open ebay case for not as described, seller provides returns label, you post back for full refund.

Escalate to ebay after 3 business days if no label or refund.

Up to seller to claim from UPS, not your problem.

[code343]

Thank you, tobiasd4. I have found the section you're referring to. I'll take some decent photoso in the daylight toorrow morning, and ones that clearly show it's a different example of the same item, and then submit a Not As Described Case. Thank you again.

[fargvs]

@ code343 ... No need for photos or further messages ... cases are automated .... open an eBay 'Not as described' case which the seller cannot ignore ... follow instructions carefully, escalate to eBay when allowed (usually after 3 days) and continue to completion for a full refund >>
https://resolutioncentre.ebay.co.uk/
https://pages.ebay.co.uk/ebay-money-back-guarantee/index.html

[code343]

Thank you, fargvs.

Incidentally, the seller has approved my return request. However, eBay states "The seller will provide you with a return postage label to send the item back", but all I have received is a customs label with the value being the final winning bid. Is that the correct procedure?

[fargvs]

Looks like you bought from an Overseas seller who cannot supply a prepaid return label ? ... If so, you will need to pay the Tracked Return cost and use the supplied Customs label.

[code343]

That's right, the seller lives in France and I'm in England.

Can I just print out the customs label then? Does that attach to the outside? I will obviously pay for a signed and tracked service, but I assume I will receive a full refund, ie my winning bid and the seller's postage costs?

[tobiasd4]

You will get back sold price + outgoing postage,
ebay won't make seller refund your return postage costs.

[code343]

That's understandable.

Many thanks for your help, fargvs and tobiasd4.

[code343]

The case is still ongoing, but eBay have placed it on hold till 9 February to review more documentation, whatever that means?

Before I send the item back to the seller at my expense, this statement by eBay is causing confusion. Surely this states it is the seller's responsibility if the item doesn't match the listing description?....

Who pays for return postage?
The seller pays for return postage if the item was damaged, faulty, or doesn't match the listing description, or if they offer a free returns policy.

[tobiasd4]

As it was non UK seller, they can't supply returns label & ebay has no way to make them refund your return postage.

[code343]

So it's just a risk I'll have to take then, and take him on his word that he is going to refund me the additional expense. I do have my doubts though.

[code343]

This item was posted back to the seller at my expense on Saturday 6th February, with a tracked and signed for service.

I have however had a couple of messages from eBay on the case, including...

1) This return is closed. This return was closed on 4 Feb because the seller opened a case
2) eBay Customer Service has placed the case on hold until Feb. 9 to allow time to provide additional documentation.
If your issue is resolved, you can close this case without waiting for a response from Customer Service.
We have sent you an email requesting further information to allow us to investigate your claim.
Please provide this information before to assist with the process.

All the emails I have received from eBay take me to the same place when I click on the button stating 'See case details' but there is nowhere for me to update the case with additional information (as requested), or to enter a Tracking No to prove that I have returned the item to the seller. I have informed the seller via a message, and sent him the Tracking No for his reference.

Should I be able to update the case, or inform eBay that I have returned the item to the seller?