Question re returns

[bella_again]

Hi all,

So long since i have had to return a product I've actually forgotten the  process,  I purchased a product that was a 2nds but described as only having a few minor scratches.  However when I recieved the product, the screen is lifting at the front where its had an obvious ding (not from postage) and it does not work properly issues with key board etc.

I paid via paypal but have emailed the seller mentioned the issues and said that I am happy to return via registered post for either a refund or a replacement. I'm obviously awaiting a reply but just making sure I've done this right,

Forgive my ignorance but Is this the right process or am I supposed to take a dispute with paypal?

[bella_again]

Beautiful thanks all for the clarification.  I'll give them a chance to respond then do the dispute if I have to. I agree for anyone that looked up the seller, from past feedback they seem to resolve issues so fingers crossed it can all be easily sorted 🙂

[bella_again]

lol sparkz I missed your post so open a dispute then and just ask for the correct address?   I was assuming you would send back to the address on the invoice?

[jensmanchester-australia]

Waves to koala 🙂

Koala the answer to your question is no.

Often buyers have come here with the same issue and when they have not got their refund after the item was delivered, they then open the dispute and when escalated PP have given them the address to return it too and as it is different to the address it was returned to given by the seller so they have not got a refund.

So it is best to open a dispute and after the seller has given the return postal details , escalate the dispute to a claim and see if PP send the same address that you MUST return it too for the refund.

Protect your self as that is what the seller does.

sparklz - sorry but I totally disagree with this.

The first thing ebay sugggests is to communicate with the seller to try and sort it out first. A dispute should only be opened if you are unable to come to an agreeable solution with your trading partner.

From the help pages - Communicating with your trading partner

http://pages.ebay.com.au/help/buy/communicate.html

99% of sellers are honest and if a problem arises they will endeavour to sort it out for the buyer as they do not want to harm their reputation.

If a buyer opens a dispute for SNAD and the seller decides to challenge it there is no guarantee that Paypal will rule in favour of the buyer, particularly when it comes to used items.

On the very rare occasion that a buyer returns the item and the seller is tardy in providing the refund, even if a dispute is opened if they can prove to Paypal that it was returned to the address the seller provided (ie through the eBay message system) then Paypal will refund the buyer.

Usually the times when buyers have trouble getting a refund is when they are unable to provide suitable proof of postage back to the seller - not necessarily because their is a different address.

[***super_nova***]

On the very rare occasion that a buyer returns the item and the seller is tardy in providing the refund, even if a dispute is opened if they can prove to Paypal that it was returned to the address the seller provided (ie through the eBay message system) then Paypal will refund the buyer.

I had the unfortunate experience of "very helpful" seller providing wrong address to send the item back to, and then claiming they did not receive it back, although my tracking showed it was delivered and signed for.  Only then I opened PP dispute and although in the end they did refund me, it was many phone calls later, and it was only a "discretional" payment.  And yes I did provide the seller's message with the address they gave me and all the paperwork for the registered parcel sent back.  I have also pointed out that the seller had number of NEGs for not refunding after item was sent back.

There is no way I would send item back without making sure it is going to the PP address.

[silversterio2]

bella_again

I paid via paypal but have emailed the seller mentioned the issues and said that I am happy to return via registered post for either a refund or a replacement. I'm obviously awaiting a reply but just making sure I've done this right.

Yes IMO, you've done the right thing and I strongly recommend that you don't open any kind of dispute at this stage.

You're dealing with a business.

They have an ABN

They have a postal address shown

They have a business address and the hours of opening shown

They have a phone number shown

They have a Sales/Customer Service contact/mobile no. shown

They have a Sales/Purchasing contact/mobile no. shown

They have a payments contact person shown

Do you really think they're going to give you a wrong address to return the item ?

Of course not!

Opening a Dispute would be the last thing to do IMO

[bella_again]

In this case Silver i think I agree just waiting for a response and happy to do that.  They seem legitimate to me and I'm sure judging by feed back will be ok about it.

I will update you all though and let you know how it goes,

Thank you again 🙂

[bella_again]

Quick update - seller seems very obliging and helpful.  I sent the item back and they are sending out another one.  So far so good 🙂

So hopefully a positive outcome!

[bella_again]

Just wanted to say all is good, new item came and is fantastic off to leave positve feedback but also very thankful for a terrific seller who was willing to resolve the issue quickly.

[kopenhagen5]

Always good to hear good outcomes. 😄

[happyshopping20091118]

It appears sometiomes since the postting could not be sure if protectting the package well.Have the seller agreed that suggestion?

Anyway,you offer the suggestions.That is well.:)