Making a return

[xx_lilac_xx]

Hello.

I bought an item last week and when it arrived it wasn't in the condition stated in the listing. I contacted the seller with pictures and they admitted that they might have missed it because they had bought it from another seller and hadn't tried it on, just took more photos and listed it (the defect was visible only when on because of the style of dress).

I definitely believe it was an honest mistake and said so, they agreed to a return because other people had asked about the item after it sold and she was going to resell. But she expected me to pay for return shipping with tracking and was only going to refund the original item cost so I was going to be out $20 in what I paid for the first post and to send it back to her. ebay told me the only way I could get a shipping label was to open a return request on the My ebay page so I did that and now the seller is ignoring that and all messages.

I don't know what to do because the address she gave me to return it to is different to the one in the request page so I'm not sure where I'm meant to send it. So I'm stuck with a $100 dress that's not worth it.

[no_tv*10]

You need to send the seller an email asking for them to forward the return label. After 4 days, if they haven't responded you need to call Ebay and they will refund your money. The return label will have the sellers chosen address and tracking to ensure you can see where the dress is.

[horizon1907]

mmmmmm I smell a mouse. Or maybe that's just me being suspious.  I would contact the seller  & ebay again and mention that the Addresses are different.

[digital*ghost]

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@xx_lilac_xx wrote:

ebay told me the only way I could get a shipping label was to open a return request on the My ebay page so I did that and now the seller is ignoring that and all messages.

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If the seller continues to ignore you, or you can't come to a resolution with them, ask eBay to "step in and help", i.e. escalate the request to a case. 

If the case was opened due to the item not being as described, the seller is responsible for return shipping, and they will either have to provide a label, or eBay will charge them for the postage you have to pay to return - after which a full refund of the original payment should also be issued.

In some cases, if the seller ignores or doesn't provide return shipping, the buyer will be refunded without having to return at all, so they are really acting against their own best interests by not responding.

I would hazard a guess that if you do return the item, it should only be to the address eBay provide you, so that you can prove the item was returned to eBay if you need to.

For more information on how to deal with a return request, what will (or should) happen, time frames etc, you might like to read eBay's info page here: http://pages.ebay.com.au/help/policies/money-back-guarantee.html

[xx_lilac_xx]

Thanks everyone for the help.

It says that ebay can step in on the 18th of February so do I just keep the dress for now and wait for either the seller to respond or until I can talk to ebay? It says I have to return within 5 days but I'm hoping that doesn't count if I don't know where to return it to.

[i-love-my-sheep]

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@xx_lilac_xx wrote:

Thanks everyone for the help.

It says that ebay can step in on the 18th of February so do I just keep the dress for now and wait for either the seller to respond or until I can talk to ebay? It says I have to return within 5 days but I'm hoping that doesn't count if I don't know where to return it to.

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Keep the dress for now and wait until the 18th and escalate. If you just return off your own back, the seller probably won't refund, then you won't have the dress or your money.

[phorum_junkie*]

Any half decent seller would either refund and tell you to keep it or pay for the return postage themselves if they have made a mistake. Fortunately the new ebay process makes sure all sellers have to do what many of us have already done on a voluntary basis.

Remember when you come to leave feedback just how you felt knowing the seller expected you to pay anything for their error.

[digital*ghost]

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@i-love-my-sheep wrote:

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@xx_lilac_xx wrote:

Thanks everyone for the help.

It says that ebay can step in on the 18th of February so do I just keep the dress for now and wait for either the seller to respond or until I can talk to ebay? It says I have to return within 5 days but I'm hoping that doesn't count if I don't know where to return it to.

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Keep the dress for now and wait until the 18th and escalate. If you just return off your own back, the seller probably won't refund, then you won't have the dress or your money.

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And if in doubt about anything, you could try calling eBay to see what they advise - they're not always spot on, but if nothing else, you will have a record of what they have advised, which will help if something goes awry.

[xx_lilac_xx]

The seller has accepted my request now, but on the request page it says I need to contact the seller for a shipping label. So I messaged her, but she said I don't need a label and I should just make a parcel and send to the address given because ebay will charge me a fee if I ship through them. She also said she's away for a long weekend and doesn't have internet, that's why she can't reply to messages.

So do I need to just ship anyway to fit in the timeframe (due by next Friday) even without the label if the seller won't give me one?

[lyndal1838]

Stick with the ebay dispute route.....the seller is having you on.   Ebay will charge the SELLER for the postage label, not you.  And you will not have any proof of posting the parcel unless you send it with signature on delivery.  There is also the question of where to send it.....it must be to the address that you are given by ebay for the dispute to go in your favour so you get your refund.