Return Phone to Honkong

[jirudayaraj]

Hi There,

Thanks for reading this post.

I bought a phone last month and unfortunately the Seller has sent me a phone that is Chinese version and is it mentioned on the box - "For Sale in China"

I got in touch with the Seller and told him he has sent the wrong item and I want to refund.

He accepted the refund after making me wait for 1 week.

He has sent me the address, contact and phone number.

This means I have to ship this phone back to Hongkong...since phones have batteries most of the courier companies have declined.

Only FedEX through who this phone came are most likely option to return.

Now the issue is 

a) Customs - How to handle this part? FedEX, Seller or me...if me...I don't know what to fill , where and how

b) Cost - The courier cost to send this from UK to HongKong is quiet high....who should bear this cost me or Seller....technically it is their fault for sending me a phone that is not fit for me, not the one I paid for on eBay.

Could someone please help on how to handle this situation.

Regards,

Raj.

[douglaspuglas]

Did you open a return case or just contact the seller?

If it was the latter then open a return case now.

If the item wasn't as described the seller should pay for the return.

If it's returned to a UK address eBay can provide a pre paid returns label.

It gets more complicated with overseas sellers.

They can promise to reimburse postage costs but don't.

Was the item dispatched from the UK or Hongkong?

I've read somewhere that if it was dispatched from the UK then it's supposed to be returned to a UK address. 

This page will help you open a return if you haven't already.

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

[jirudayaraj]

Thanks for your reply.

This phone arrived from HongKong via FedEX.

I initiated the return request 5th Jan, Seller replied only on 12th Jan accepting my returns request.

He has sent me Hongkong address and contact to send back the phone.

This is where I am struggling...it is expensive and the process seems to be tedious as it involved Customs clearance.

Since phone has a battery it makes things more complicated to ship, most couriers are not accepting saying battery and phone has to be separate but then this is not something I will ever do on a brand new phone.

I am stuck...I don't know how to get eBay to help as well.

[douglaspuglas]

The seller should be paying for the return if you picked the correct reason.

I think you need to talk to eBay customer services.

Try this link, it should bypass the automated assistant.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid 

[*guinevere*]

I can't help you with the customs charges as I don't know how that works but I do know that your seller has to either pay for return or refund you without returning.

We had a clarification from katie@ebay

to say that overseas sellers still have to abide by the same rules as everyone else regarding returns.

So what I would do is escalate your case and write in the comments that the seller has not sent you the money to buy a label. If neccessary contact ebay on the link posted by @douglaspuglas

[four_mid_able]

What location did it state on the actual listing ?.

Many overseas sellers state a UK address as the location and if that is what seller stated you only have to return to a UK address.

If it was shown as located overeas you have to request a return to that address.

This can sometimes prove costly.

[jirudayaraj]

Hi There,

Thanks for your reply.

This came from HongKong and the return address is to HongKong.

This is where things are getting difficult for me.

Sending a phone with battery within it is a challenge and also this requires customs clearance as well.

I am having to do all this because the seller messed it up

I am talking to eBay let's see what they can do.

Thanks once again.

[jirudayaraj]

Thanks a lot.

I have contacted eBay and they advised me to contact seller once more and wait for 24hrs more.

Let's see what happens.

Thanks.

[iew-signed-books]

Why on earth buy a phone from HK? That is just asking for trouble for so many reasons. I wouldn't even buy one from a UK seller on Ebay - far too many horror stories. Good luck though. 

[jirudayaraj]

Correct...big mistake...lesson learnt.

Hope to get out of this mess soon.

[*guinevere*]

anita@ebay  marco@ebay  kat@ebay

Can anyone help this OP?

[marco@ebay]

Hi jirudayaraj, thanks for your post.

Could you please confirm the item number, so I can take a further look for you? Normally, you would just need to open a not as described return request, and then the seller has to provide means of returns, and you don't need to worry about paying for the return or custom fees or anything like that. Once you confirm the item number, I will double check for you anyway.

Thank you,

Marco

[*guinevere*]

@jirudayaraj 

You have been offered assistance from one of the ebay community managers, you need to come back to the thread.

[jirudayaraj]

Dear Marco,

Thanks a lot for your help.

When you ask item number what you actually mean?

I spoke to a eBay help desk today morning and he asked me to contact seller and ask them to reissue a return process once more.

I got a return process from seller on 12th January asking me to return the phone to HongKong I live in UK.

I researched here how to send it.

It is one very expensive and it has a lot of process to follow because of custom clearance.

Moreover this phone has a built in battery, many courier companies are refusing to ship because battery is within the phone.

I wrote back to the seller explaining all these issues but it has been like talking to the wall...they don't reply at all.

This is reason I cancelled the return and started this thread to see how I can get this returned.

Please let me know.

Regards,

Raj.

[jirudayaraj]

I have contact eBay they have asked me to contact seller once more and return back if not heard in 24hrs.

[jirudayaraj]

I am here Sir...I have replied above.

Let me know if you need anything more...my order number is 04-10977-12135

[marco@ebay]

Hi jirudayaraj, thanks for your reply.

I can see your account wasn't registered in the UK region, so I wouldn't be able to assist any further. I would recommend contacting customer services from the region your account was originally registered, so they can look into this for you.

Thank you,

Marco

[jirudayaraj]

Dear Marco,

I have been a member in eBay for a long time now.

I am living in UK for more than a decade now.

I am happy to get this account transferred to UK.

I will look into this after the current issue is resolved.

Thanks.

[douglaspuglas]

Ask eBay to step in and help you.

Contact eBay customer services again and tell them the seller isn't cooperating in providing a way to send the item back at their expense.

Tell them the seller has given you their address and wants you to pay for the return but the seller sent the wrong item and should be paying the postage costs not you.

[jirudayaraj]

I called eBay morning once again and this time they see the seller has arranged a FedEX return on 7th January.

I wasn't sent any comms on this at all...JUST UNBELIEVABLE.

I am struggling all this while going pillar to post to get this phone sent back and I wasn't informed at all about this arrangement.

I contacted FedEX with the return tracking number and arranged a pickup and now they are asking me for paperwork work.

- Invoice

- Airway Bill

They have asked me to contact seller for these.

I have called the seller on a phone number eBay gave me and also sent a message from EBay...only hope they send a response soon.

The phone call was not answered.

I can't believe the nightmare I am going through.....Thanks to all of you who have gone out of the way in helping me with this issue.

I really don't know which way this is going to end but BIG BIG THANK YOU to YOU...I really mean it.

I will post when I hear back from seller.

Thanks.