Damaged item returned at my expense now how do I get eBay to get my refund after 6 days?

[6684susan]

Hoping someone here can help or advise me please. I could write a short essay on this situation, so I'll try to keep it as brief as possible, hopefully you will read between the lines as to how frustrating and stressful this situation has been.

i recently purchased a timber jewellery box for a gift which arrived damaged and with a missing foot.

I contacted the seller immediately, took photos with the original packaging etc, clearly showing the damaged base and asked her for a full refund. No response.

Eventually, I sent her a message saying how disappointed I was at her lack of response and that I had lodged a claim with eBay/Paypal for a refund.

She replied saying she never received anything from me (even though it is clearly in the return folder, photos and all) it wasn't her fault, Australia Post obviously damaged it and I since I didn't request insurance, too bad. But, I could try and claim from them. I replied that the packaging was NOT in fact damaged and the foot was actually missing, so Aust Post couldn't be responsible. I was polite telling her I had no idea what had happened, but at the end of the day, this was not what I purchased and I simply wanted a refund. 

Long story short, many frustrating messages later, telling. Me what a fantastic seller she is, she agreed to a refund when I returned it. Okay, here's the naivety of me now, I paid $20.50 postage to return it to her, registered mail and enclosed it in her original packaging. She received it last Thursday. I sent her a message asking for my refund. She replied that she was told by eBay she did not have to refund me unless and until Aust Post compensate her! I told her this was completely unfair and she had mislead me, even though I showed good faith sending it back so promptly and at my expense! 

In hindsight, I believe she was trying to provoke me as she started ending her messages stating, please don't email me about my character. I replied that I didn't need to say anything about her character as her action spoke for itself. Next thing I get a "courtesy" email from eBay basically telling me she had complained and I should work with her in a polite and professional way! *sighs oh, and if Aust Post are responsible, the seller is NOT held liable by eBay. **bleep**? 

So, now I'm out of pocket for the original item, postage and return postage - do I have any rights here as the buyer at all? 

Thanks for any help here.

Susan 

[*sparklz*]

Open the dispute via ebay and load the tracking there and then escalate as soon as the system allows you too and hope ebay will refund you and then that is added to their next bill.

Make sure you add any photos of the receipt costs to return the item to the dispute as well.

[padi*0409]

As said open a dispute and upload the tracking number, but also put her on your BBL in case she tries to make a retaliatory purchase from you then trash your DSRs and hit you with a neg.

[6684susan]

Thanks so much both of you for your responses.

I lodged and have a return opened, which the buyer "approved" when I said I would pay to send it back to her.

I uploaded the Aust post tracking number, and even though it has been confirmed delivered, by the seller, the eBay return still states "your item is on the way back to the seller" 

there is no area for me to lodge it as received by the seller...I assume it is up to her to do that?

I know years ago I had an issue with an item and opened a dispute, it was a totally different system then, simple and easy to understand and use. After 10 days or something with no response se from the seller, the button changed so I could click and authorise eBay to finalise on my behalf. 

[*sparklz* · Accepted solution]

You can call ebay and do it over the phone and hope that will be faster

[6684susan]

Thanks so much, I think that might be the best solution then.

Really appreciate you taking the time to reply to me.

Have a wonderful day,
Susan

[phorum_junkie*]

If something like this happens again open the return request but don't send it back at your own expense. Ebay will tell the seller to pay for the return and if they do not send you a return label or pay you the postage cost they will have to agree through ebay messages to reimburse you for the return cost once they receive it back.

Any seller with any sense will just refund fror a broken item after seeing a photo as it is pointless paying for postage to get back something that cannot be sold unless they can fix it and resell for more than the return cost..

[6684susan]

Thanks for your advice phorum_junkie. Yes, if only I knew then what I know now, I would never have paid to send it back to her...*sighs

But, I was just trying to get my money back, which she said she would when it was returned to her. In hindsight I should have just let it go. Her responses have been far more frustrating & stressful than it's worth. She obviously is not a seller with any sense, but I can't say that, because that is attacking her character and she'll complain again to eBay. 

As as it stands now, I still haven't got my refund, or even heard back from the seller, she is ignoring me now. Apparently, I have to wait until 6 business days after return and that will be this Friday. Then I continue the battle. Wow... 

Item number: 262739832898

its interesting too that that the original photos never clearly show the foot that was broken off and missing either, (front left) and yet, she claims it clearly does. Buyer beware 

[imastawka]

OMG....5 pics and four of the front, with every pic deliberately disguising that left front foot

That's one sneaky seller

She's also not aware of leaving neg comments for buyers is a no-no - or doesn't care

[6684susan]

Thank you! It's comforting to know that it wasn't just me.