Seller has cancelled accepted return of damaged item
Summary: A participant initiated a discussion regarding a seller who cancelled an accepted return of a damaged item. designers*n*more and sandypebbles engaged with the topic, but their contributions did not contain any new information or resolution to the issue.
Hi, I have recently made my first purchase on eBay. I have bought an item (limited edition one) on 15th of April, the item was classified as in "used" condition, but it did not mention any "unusual damage". Based on the provided photos and description, I have concluded that I would be fine with receiving the item in the condition as it was advertised.
Unfortunately, after receiving the package and inspecting the item, I have noticed damage which was not mentioned in the description nor photos. The item is from a limited edition, meaning that it is impossible for me to find a replacement part to replace the damaged part (the production has been discontinued for a while and I don't think that there are many of them produced, so it is unlikely for me to find spare parts listed anywhere). Based on this, I have contacted the seller and explained the situation to him, he said that he deems it as something that he would not consider as an issue, but he decided to accept my return request.
The seller told me his preferred return shipping option - to which I have replied that he should be the one providing the "return shipping label" as per eBay rules (bought item is damaged / does not fit the description). After that he replied, that he cannot order shipping from my country and that I should contact eBay support and ask them to "step in" and get the shipping label this way.
Today was the last day for the seller to provide "return shipping label", so I was looking for ways how to figure this out with the eBay support in the meantime. Instead of receiving shipping label, I got a notification that the seller has cancelled the return request - after that he has contacted eBay support - and right after that I got notified about him creating an appeal to eBay support. After like 10 minutes I got another notification that eBay support has determined that I won't receive refund.
After all of this, I have tried to contact eBay support to make an appeal, as I think that I have been lied to multiple times by the seller and I have received defect item, which I would want to return. I have received reply from the chatbot that "agent" is not available at this time - with the time suggestion for tomorrow from 9 am CET - 6 pm CET (how the seller managed to contact the support outside of the "work hours" is a mystery to me).
Anyone has an idea how should I approach this situation? Thanks in advance for any help.
sandypebbles
·2 months agoI'm not sure of the rules/policies for eBay Slovak (where you are registered)
Here in Australia the buyer would open an item not as described dispute, and follow through with it
No need to go back and forth with the seller
If the seller fails to provide a return label (for the same country) or provide payment for return shipping, when their time is up you click on ask eBay to step in in the not as described dispute
Was the seller in Australia?
designers*n*more
·2 months agoContact eBay via thé chat during the times stated and request to be connected with an agent.
Generally, when there is a request to return due to not as described, faulty, damaged etc, eBay will 9 out of 10 times side with the buyer so this is unusual. From past experience as a seller, with returns for not as described etc, eBay state « we don’t physically see the item so will need to side with the buyer ». You could try explaining this to them.
When you get in contact with an agent, ask them why the return was cancelled and explain the seller wouldn’t provide a return postage label. I’m guessing from your post that the seller contacted eBay advising the item wasn’t returned within the timeframe specified and that’s why eBay would have cancelled the return. I don’t think the seller can cancel a return request, (other members may be able to confirm this).
eBay may even refund you, as a goodwill gesture » without requiring the item to be returned. Was it an expensive item.