topic Re: incorrect item sent in Buying

incorrect item sent

givemeaspell — Thu, 13 Sep 2012 03:15:36 GMT

my son purchased an electronic item from USA (paid around $300) they sent a different model which they also sell but it is significantly cheaper. He has put in a item not as described and he paid with paypal, but I notice on their ebay site they say returns to be paid by the buyer (if item not as described). How can that be fair when it's their fault?

Re: incorrect item sent

digital*ghost — Thu, 13 Sep 2012 03:32:31 GMT

How can that be fair when it's their fault?

It's not particularly fair, and the majority of good sellers wouldn't let a buyer be out of pocket for a mistake they (the seller) made, but at the same time there's nothing you can do to oblige or force the seller to foot the bill and is one of the things recommended to keep in mind when buying from overseas.

Has there been any communication with the seller at all? It's definitely recommended to talk directly to the seller to see if the issue can be resolved before any dipsutes etc.

Re: incorrect item sent

a_beautiful_room — Thu, 13 Sep 2012 04:05:51 GMT

just make sure when you do return it that it is by a service recommended by paypal, which usually means tracked and signed for, which is not cheap. Keep your paperwork too, as paypal will want to see it before they issue the refund.

Re: incorrect item sent

i-once-was-bump — Thu, 13 Sep 2012 06:36:20 GMT

It isn't fair however imagine if every buyer could return items knowing that the return postage would be paid for them?

Some would buy, try and return and it would become a nightmare.

So it has gone to the far extreme and now is pretty unfair for buyers.

Lets hope your seller refunds the return posatge and maybe you son should ask the seller to pay for the return postage. They can only say yes or no.

Re: incorrect item sent

*new2vintage — Thu, 13 Sep 2012 15:24:08 GMT

Your son will receive the cost of the item and original postage cost if he wins the dispute. Unfortunately it's up to the seller if he reimburses him for return postage. Make sure it's sent via Registered Post. He will need to give Paypal the tracking number.

Re: incorrect item sent

givemeaspell — Fri, 14 Sep 2012 02:00:23 GMT

It isn't fair however imagine if every buyer could return items knowing that the return postage would be paid for them?

Some would buy, try and return and it would become a nightmare.

So it has gone to the far extreme and now is pretty unfair for buyers.

Lets hope your seller refunds the return posatge and maybe you son should ask the seller to pay for the return postage. They can only say yes or no.

I get that, but this case is entirely different, they have various models they sell and they have sent me the wrong model, no fault at all of my sons, he did not change his mind so it is all their fault. They should pay for everything.

Re: incorrect item sent

***super_nova*** — Fri, 14 Sep 2012 06:52:05 GMT

I get that, but this case is entirely different, they have various models they sell and they have sent me the wrong model, no fault at all of my sons, he did not change his mind so it is all their fault. They should pay for everything.

Nobody is suggesting it is your fault, but eBay and PP cannot get involved in deciding who is in fault; it would be very time consuming, labour intensive and therefore expensive. eBay is just an advertising medium and PP money transfer service. When buying items from O/S that is the risk you take; if something goes wrong you will have to pay for return postage, unless the seller will refund the postage voluntarily. Remember, they will have to pay to post the replacement, if that is what you want, or PP will refund you the whole ammount you paid, including the postage (wehich the seller paid). So each of you will be out of pocket for postage one way.
if I was you, I would not be asking for replacement, I would not trust the seller, and if it arrives close to the 45 days PP cut off date and something goes wrong you will have no comeback. Unless you paid with your CC, but they will also demand you send the item back at your expense.

Re: incorrect item sent

the3coopers — Fri, 14 Sep 2012 09:06:59 GMT

The easilest solution to this is to decide on the value of partial refund that would be acceptable.

That needs to be the difference in value of the 2 items... But you also need to consider the cost of return postage.

So, if the difference was $100 - then just ask for part refund, and keep the item. You are then in front by the value of the return postage. And remember - the seller ALSO loses if you return the item, because they must refund the original postage.

So if you take it a Paypal Claim, the seller loses on the postage one way, and the buyer loses the postage on the return. That means it's a Lose <> Lose.

The seller should usually accept a reasonable partial refund request. Don't be greedy, make it a price that's worth it for both of you.

EG in the dispute white something like this (not perfect, just an idea...

The item that I received is worth $100 less to me than the item that I ordered. To comply with Paypal requirements, return shipping will cost me $80. If I return the item, the seller will lose the original postage costs, which are about $50.

To save myself $80 and the seller $50, I propose a partial refund of $150 would be fair. This will not leave the seller in a worse position than if I return the item for a full refund. The savings that I make from n ot having to pay for the return will subsidise my time and costs to resell the incorrectly supplied item.

If you word it cleverly, the situation can be made so that you don't lose. But if you stick to your guns, you will certainly lose the cost of return postage... and that will be heaps.

ONLY once this deal is agreed upon, then escalatate the dispute. If you escalate without the partial refund, then Paypal will force you to return the item. Also, make sure that you know and quote and explain the cost of return postage BEFORE you escalate. Your objective to to have Paypal read that you are being reasonable, and to recommend to the seller that what you are offering is a good thing for them to accept.

Sorry if I have made this explanation messy, it's hard to explain.

Re: incorrect item sent

givemeaspell — Sun, 16 Sep 2012 05:51:04 GMT

thanks t3c, I'll look into doing that. At the moment they are asking me to send a blueprint of the parcel???? measurements and product.

Re: incorrect item sent

*new2vintage — Sun, 16 Sep 2012 05:58:26 GMT

What a strange request. You can send a photo to the email address that they use for Paypal.

Re: incorrect item sent

protect*the*innocent — Sun, 16 Sep 2012 07:56:48 GMT

Getting the wrong item is frustrating - I feel for you.

Mind if I ask whether you emailed the seller to give them the opportunity to fix the problem before opening a Paypal dispute?

I only ask because it is Paypal who will request that you pay the postage to return the item to the seller as part of the dispute process (should Paypal decide this) -- the returns policy option doesn't really matter at this point anymore.

If you haven't emailed the seller before opening the dispute then the seller is less likely to do more than they absolutely have to (as part of the dispute process) to help.

Ensure you keep all the original packaging the item arrived in and take clear photographs showing the product and packaging (weight, size of packaging, cost of postage etc) as the seller's latest request sounds a though they might dispute that they sent the wrong item.

At this point if you haven't already opened direct eBay message communication with the seller (and have only used the Paypal dispute as contact) I think you need to try to message the seller to get some kind of clear dialogue going. It won't hurt and is in your best interests considering you have $300 at stake.

Re: incorrect item sent

givemeaspell — Mon, 17 Sep 2012 06:58:57 GMT

we did open a dispute but have not escalated it to a claim yet. we have sent pics of the items to them, so will see what they come back with. I noticed on their feedback they have done this previously (sent the wrong item) however they do say they have fixed it, their fb is excellent so I am hopeful that it is resolved the only thing worrying me is the postage charge as it is quite a big item.

Re: incorrect item sent

***super_nova*** — Mon, 17 Sep 2012 09:40:11 GMT

remember you only have 20 days from the time you opened the dispute. Getting part refund, as Coopers suggested, is the best bet for you now. So take the lead and ask the seller for partial refund.

Re: incorrect item sent

robyns*quest — Tue, 18 Sep 2012 09:58:10 GMT

I just made my first listing error - described a pair of shoes as black when apparently they are very dark navy - still look black to me. I just automatically gave them a full refund plus extras for the return postage. This should be mandatory - why should a buyer be out of pocket when the seller makes an error.

Re: incorrect item sent

flotsam-jetsom — Wed, 19 Sep 2012 00:20:30 GMT

I agree bluewren, in all my years I have refunded in full and organised return via sending a prepaid satchel to the buyer if an error was mine. Hasn't happenned often, ut I just don't see why someone should be out of pocket as much a $1.00 when they have npot received what they ordered. Unfortunately, it seems I am one of the old school

Re: incorrect item sent

jennyrobynpayne — Wed, 19 Sep 2012 06:01:05 GMT

Must have been the same school I went to!!! I agree whole heartedly

Re: incorrect item sent

givemeaspell — Wed, 19 Sep 2012 11:20:00 GMT

so the latest was a response to the paypal claim apologising but asking to send a blueprint and pics to a specific email address and they would respond on how they would fix it. so tonight we recd a response via email (not paypal) for us to ship the item back and on receipt they will refund our shipping fee once we provided them with the receipt and they would then reship correct item. So I went into the pp dispute and basically copied what they had requested asking them if this was correct. I did this so that I have proof in paypal. once they respond I will send back item and keep my receipts for shipping so that if I have to prove to paypal I shipped I can do so. Does this sound legit? They are a power seller. I just wanted to make sure that all this should be going via paypal to cover my end?

Re: incorrect item sent

*new2vintage — Wed, 19 Sep 2012 11:30:09 GMT

Everything needs to be done through the Resolution Centre if you've opened a Paypal dispute otherwise they can lie and say they've never received the item back. Make sure you use Registered Post and give Paypal the tracking number - without that you won't receive a refund from Paypal. Also don't let yourself run out of time to escalate your dispute.

Re: incorrect item sent

givemeaspell — Wed, 19 Sep 2012 22:50:57 GMT

I have 20 days to escalate it to a dispute is that correct? and if we are conversing back and forward but I still haven't recd my item within the 20 days should I escalate it still? Im just concerned that they will be seen to be co-operating and perhaps they are, but if something then goes wrong and I haven't escalated it then what happens? Should I escalate it prior to the 20th day to be on the safe side?

Re: incorrect item sent

cq_tech — Wed, 19 Sep 2012 23:05:20 GMT

Should I escalate it prior to the 20th day to be on the safe side?

Absolutely, as once the dispute expires or is closed, it cannot be reopened. Once escalated, you then have a further 20 days for the seller to resolve the problem satisfactorily.