Returning an purchase - Not As Described

[diamondsparkles2014]

Hi,

I've received an item which is not as described. I've exchanged messages with the seller and s/he has eventually agreed to accept return and that s/he is responsible for the return postage costs.

However, this morning I've received a message from the seller asking me to send the package to a specific address as the address that eBay have isn't their correct address.

In isolation this may be that the seller has just moved house and not updated their address in the eBay system. But when I add this to the issues I've had with the item not being as described, and there was more than one not as described issue, to the comments s/he made in the exchange of messages and the change of address I'm not entirely sure what I should do next.

I assume I should open this with eBay? If so could some please point me to where I do this please. I'm  not sure I can open a return item as the address is that eBay have is not the address the seller has asked me to return it to.

Thank you

Kind regards  

[tressygirl]

Two things here.

You say all this was ' agreed' through messages?  A refund this way cannot be enforced,  you need to go through the correct channels,  that is to open the relevant case with eBay.

Secondly,  you do not send it to any different address the seller is requesting, it is their job to keep their personal information particularly the 5 addresses their updated.

If you are still within 30 days of the item's last estimated date for delivery you are guaranteed a full refund,  under eBay's 30 day MBG,  Money Back Guarantee policy.

Just proceed this way:

You have received an item not as described,  go right of the item in your Purchase History and from More Actions select... Return this item selecting the reason Item Does Not Match Description or Photos.

The seller needs to accept this case within 3 days and refund,  if they want their item back first , they need to pay for that fully tracked return postage, then on receipt of their item they have 48 hours to refund you.  If they don't ,  need to escalate the case,  ask eBay to step in, and they'll force the refund.

Never listen to any excuse or promise from the seller to close the case early,  and do not forget to escalate.

@diamondsparkles2014 

[plpmr]

the correct procedure is to open an eBay not as described case and deal with matters through the case to protect yourself.

you then use the prepaid label provided through the case for your return.

[john1297576]

Just open a not as described case, seller has to supply a reply label through ebay, and post back to that address.

Stick to proper procedure, if address is wrong that is sellers problem. If no label received within 3 days escalate to ebay on day 4. They will probably just refund at sellers expense and item need not be returned.

If seller later asks for return it is still up to them to pay for postage one way ir another.

I would point out that you do not need to contact seller, they are obliged to accept Not as described returns. NO RETURNS on a listing only applies  to Change of mind returns.

[jckl1957]

To add to the advice given - it's really straightforward to change your address on Ebay and would take the seller less than 5 minutes.

I would send one final message.

Tell the seller you are opening a return through Ebay and will only use the label provided through the case.  Add that you are giving them an opportunity to update their address on Ebay.

(The label comes via Ebay but is provided by the seller.)