Help really Needed

[18mth19]

My 4 Bottles were sent in an ordinary envelope like a letter! So, my order arrived broken and leaked so that Royal Mail placed my order in a special leak-proof plastic bag. I should post broken pieces of glass BACK TO SELLER IN CHINA! Seller wants me to pay for it and then, they will refund me the postage and 4 broken bottles. I don't think I will ever get my money back.eBay should not allow such Sellers. SEE PHOTOS ENCLOSED. Can I get my money back without sending broken pieces of glass to China? Help.

[red_magpie]

All you need to do is to open a case under eBay's money back guarantee, see:

https://pages.ebay.co.uk/ebay-money-back-guarantee/

https://www.ebay.co.uk/help/buying/returns-refunds/return-item-refund?id=4041

However, you may need to contact eBay customer support, as in this case the question of who pays for the return is academic.  eBay does not require broken glass or leaking containers to be returned. You will find this mentioned in the money back guarantee policy (sorry, too late to look it up for you tonight!)

Incidentally, even if it did have to be returned to China, you may like to know what an eBay rep. posted to this board in relation to "not as described" (which includes damaged) returns to China:

"Now if a seller is based outside of the UK, lets use China as the example, and the item is sent from China it is still the sellers' responsibility to provide means of return to the buyer if it's a not as described case. This should be a label or payment for the buyer to send the item back. If the seller does not provide means of return within the seller make it right period the buyer can reach out to our teams and we escalate the case. What normally would happen here is that the agent will send the seller a warning that they have 5 days to provide means of return or we will close the case in the buyer's favour.

A seller can buy an international label (direct through a courier) and provide it to the buyer or the monetary value to send the item back if the buyer is willing to physically go buy the label."

[18mth19]

Really appreciate your response. Clicked on the guarantee link but it appears the Seller has informed eBay that they have accepted my return. How can I inform eBay about the status of my Order when I received it and that I would be returning broken pieces of glass? Thanks in advance for your response.

[18mth19]

Hello,

No matter what I try, I keep being returned to the screen that asks me to make sure that I return the item by the 24th of April, 2025.

I want to be able to explain that all Four bottles were delivered broken and that I would be returning broken glass. would appreciate help and advice on how to get to a screen where I can explain the situation.

Also, it is worth noting that the order was dispatched from somewhere in Europe. However, the Seller is demanding that the item be returned to them in China!

Thank you so much.

[*guinevere*]

If the item location was Europe then that is where the item should be returned to. However in your case you have a collection of broken glass pieces which any courier would refuse to handle.

You need to speak to ebay so first thing in the morning contact them on this link and explain to them that you can't send the broken pieces back.

They open at 8am tomorrow

eBay Customer Service

[18mth19]

Will do. Thank you so much

Yours Ever,

- Lorraine Odiari -

[papso22]

Did they provide a label when they accepted the return?

[18mth19]

No, they didn't. They sent me an address in China, where I should return the broken pieces to. They said, they will review everything when they receive it and if they find in my favour, they will refund me cost of postage and cost of the damaged items. This is why I sought support and advice from you.

I have since contacted eBay "Have us call you" and the kind lady I spoke to looked at the photos I provided and decided to refund me in Full.

I want to use this opportunity to thank ALL OF YOU in this thread and eBay  for treating this matter fairly. It is very much appreciated.

[papso22]

Thank you for the update.  The failure to provide a label was probably what swung it, ebay usually force a refund in these circumstances.