Can I get a refund?

[origami_banana]

Hi,

I bought a game from a seller and it was listed as 'like new' and had a stock photo with no additional pictures.

I have received the game there is a lot of sticker residue and dirt stuck on it and there is scuff marks all over the case. Most importantly it doesn't contain the manual, it was never mentioned in the listing that the manual wasn't included.

Also the seller charged 6.95 for postage, which was fine with me because that was the rate for a parcel. The game arrived in a small envelope with 'large letter $1.20' postage sticker. I am about to contact the seller but I just want to make sure I have my information clear. The listing says returns not accepted.

 If the seller doesn't willingly provide a refund can I take the dispute to paypal and get a refund for item not as described? Is there any way I can make a claim for overcharge in postage?

Any help will be greatly appreciated thanks,

[jameshouseofstyle]

Hi OP,

Oh you poor thing!

That description of what you have received is so vivid and  mind boggles of what the seller was thinking of when posting - maybe that you won't notice any of it? As well as the total abscence of the manual? As if!

Ask the seller firs to refund - if no joy, open the dispute with PP, you'll be asked to return the item, but if the postage was overchrged at least it won't cost you as much to post back. But then again, by the time you ensure that it goes by trackable means, it may end up the same.

But PP will refund you the entire amount that you paid initially, and that will include your postage.

Best of luck, xx

[shoptilludroptara]

hi

thats why i use a picture of the actual iemt and always state whats there and not there

and i only buy from sellers showing the actual item

always ask questions before buying or bidding if its not in the description

never assume

as for the difference in postage thats not on, ask for refund for that as well as for item not as described

email seller first to discuss if no go go to paypal for not as described and let them know about

postage difference as well.send back by trackable post

tara

[digital*ghost]

The seller not accepting returns is largely irrelevant, as that is meant to apply to change of mind and you would be well within your rights to open a NAD dispute via PayPal if it came to it.

A refund for excess postage (if you don't seek a full refund) would pretty much have to be given voluntarily by the seller, as PayPal will not entertain disputes over postage costs - you can open a dispute for a partial refund, but if escalated to a claim, it will almost inevitably be closed in favour of the seller.

If you don't get any joy with the seller, and you need to open a dispute, you will need to return the item to them by registered post (assuming you send back as a letter). The return postage costs aren't refunded, but the full amount of the original payment will be once the item has been received by the seller. Keep in mind that returning an item without PayPal's direct instruction can compromise your protection should you need it after you send the item back, so even if the seller seems agreeable to a return / refund, opening the dispute can safeguard against anything else going wrong. 

[origami_banana]

Hi

Thank you all for your suggestions they have been helpful.

The seller has contacted me and seem quite apologetic and said they listed it as like new by mistake. While I understand mistakes happen, this one doesn't sit with me very well. If it indeed was a mistake why the stock photo and no mention of the manual missing or the damage on the case?

The buyer has told me to send back the item and they will refund me. As DG has mentioned, should I still open a paypal dispute and then the buyer know I'm doing this to ensure the rest of the transaction goes smoothly? I Haven't done this before, can open a dispute as item not described if the seller has voluntary offered a refund?

Thanks

[digital*ghost]

---

@origami_banana wrote:

can open a dispute as item not described if the seller has voluntary offered a refund?

Thanks

---

Yes, and if you have any doubts at all, or just want to conduct the process via official channels, then I would recommend sending the seller a polite note letting them know that's what you're going to do. Some sellers will be offended, and in some ways I can understand why, but your primary concern shouldn't be worrying about offending someone. Most sellers will understand, even if they don't like it.

[origami_banana]

Hi,

Sorry for more questions, I have never had to do this before and I just want to make sure I do this right. I checked the paypal website and I can't find the information. Please feel free to quote or link the information if I missed it.

I have advised the seller and lodged a dispute SNAD with paypal yesterday morning at 9 am. The seller has responded to me via ebay messages this morning saying again he will refund but also messaged me to remind me of his no return policy. He hasn't sent any messages, communication or acknowledgements via paypal yet.

DG has advised I shouldn't send the item back until paypal instructs me to. In my email paypal says that I am still communicating with the seller and not with Paypal at this point. Does this mean I should escalate it to a claim so paypal steps in and advises me to send back the item? Or have I done enough at this point to just send the item back registered post and provide evidence of proof of Shipment?

Again, I appreciate everybody's contributions and hopefully this will be sorted out quickly.

---

[cq_tech]

Once you've lodged a dispute with Paypal, all further communication between you and your seller should be done via the Paypal dispute console (and NOT ebay mail) so that Paypal can follow the progress.

If the seller is disagreeable or refuses to come to the party, you then escalate your dispute to a full claim, at which point all communications between you and your seller will cease, and the dispute will be adjudicated by Paypal themselves.

If the seller ultimately agrees to a return, make absolutely certain that you only use the return address provided by Paypal, so that you can be 100% sure of being given the correct address.

[*crikey*mate*]

---

@origami_banana wrote:

Hi,

Sorry for more questions, I have never had to do this before and I just want to make sure I do this right. I checked the paypal website and I can't find the information. Please feel free to quote or link the information if I missed it.

Whilst there are lots of very experienced traders here who love to help and pass on their knowledge, remember that you can also ring PayPal if you want to or can't find the answers you are looking for. But never be sorry to ask questions matey, that's how we learn (plus it gives everyone a break from answering all the ones I ask!)

I have advised the seller and lodged a dispute SNAD with paypal yesterday morning at 9 am. The seller has responded to me via ebay messages this morning saying again he will refund but also messaged me to remind me of his no return policy. He hasn't sent any messages, communication or acknowledgements via paypal yet.

DG has advised I shouldn't send the item back until paypal instructs me to. Digi is right. In my email paypal says that I am still communicating with the seller and not with Paypal at this point. Does this mean I should escalate it to a claim so paypal steps in and advises me to send back the item? I would, as it seems the seller is trying to avoid contact through PayPal and trying to get you to return the item without PayPal protection. Or have I done enough at this point to just send the item back registered post and provide evidence of proof of Shipment?

NO DO NOT SEND IT BACK WITHOUT A DIRECTIVE FROM PAYPAL.

Also, I am pretty sure that PayPal actually wait for confirmation that the item has been delivered/been received by the seller before they will issue any relevant refunds, so may I suggest that you also consider signature on delivery if the item is to go as a parcel? (Just incase you didn't know that only things sent as letters can be registered now) (are you sending back the record player or the records?)

and make sure it is packed well so the seller can't claim you sent it broken/missing parts etc.

Again, I appreciate everybody's contributions and hopefully this will be sorted out quickly.

---

---

[origami_banana]

Hi,

On the 1st of November I escalated it to a claim and it is still 'waiting for other party response' which really does indicate that the seller is refusing to communicate through paypal altogether.

I purchased several items off a completely different website to ebay, paid by paypal and then the merchant gave a partial refund several days later. While there was no notes to indicate what it was for, the price indicates that they ran out of stock of an item and they refunded it. Paypal is now holding on to this refund and is reviewing it. Do they always do this for refunds or is this because I have a case open?

Thank you all for you input so far.