Reimburse of return cost?

[6inchgoldblade97]

I’m from Australia, I recently bought a camera from Bulgaria that was described as being in perfect working condition and tested. I got it and it wasn’t, I even took it to 2 camera repair places who confirmed the issue, which wasn’t in the listing. I initiated a return via ebay. I know once the seller receives it, I am entitled to full refund of the cost of item and original shipping costs, but what about costs to return to Bulgaria. I know for a fact, after reading ebays policies that I am not entitled to pay the costs to return it, as it is defective, and not my fault at all. The seller says they’ll pay original costs, but I want to make sure I’m correct before asking for them to pay return costs.
SO I contacted ebay Live chat who were useless, telling me I had to pay despite their policies, going from one answer to the other and not providing a solution as to how I ensure I am reimbursed return costs. I have returned within Australia, in which I’ve had to escalate cases to customer service and ebay ended up refunding the costs to return, would that be the same sort of thing that would happen here? The ebay rep on live chat says not, but its happened before and he couldn’t give a definitive answer. Or should I just wait to escalate the case to ensure I’m going to get my money and return costs back? Does ebay have a process to ensure I am reimbursed the costs to return?

[digital*ghost]

---

@6inchgoldblade97 wrote:

 Does ebay have a process to ensure I am reimbursed the costs to return?

---

Not officially, unfortunately. 

Your best bet is to have a conversation with the seller, via eBay messages so it can be verified by eBay if needed, discussing return postage methods and costs - what you really need is written agreement (or at least, approval) from them in regards to postage service and costs (it needs to be trackable, and with signature on delivery is the total purchase - including postage - was $750 or more). So, I'd recommend contacting them with some postage options and costs, and asking them which one they would prefer you use, since they will be liable for it. 

Once you have written confirmation from the seller, you may (or may not) receive reimbursement directly from the seller for return costs once they receive the package, but having it for eBay to check, should make it much easier to get them to honour the MBG policies if it comes down to that. 

[6inchgoldblade97]

Thank's for your informative reply. So are you saying return costs are covered in the MBG?

[kopenhagen5]

Normally yes a seller is required to send you a postal label but that is only possible if the seller is in Aus.

Difficult for eBay to enforce paying the return postage for overseas sellers hence DG's suggestion.

[digital*ghost]

---

@6inchgoldblade97 wrote:

Thank's for your informative reply. So are you saying return costs are covered in the MBG?

---

I may have to retract the above info - which was (as far as I knew) true and relevant, but I have had a read through all of the current T&Cs as I wanted to quote the actual policy that should have seen you covered, and it seems some of them have been modified since I last read through them. 😞 The seller info page has changed quite a bit too, and there is now no longer any info about eBay reimbursing a buyer's (independent) postage costs and adding it to the seller's invoice. (This is the seller info page, in case it proves useful to anyone: http://pages.ebay.com.au/help/sell/return-process.html )

The MBG still states "The cost of return shipping is the seller's responsibility.", but further down eBay don't seem to be prepared to enforce that, or cover buyers in cases where it can't be, which I am certain they did previously.

Regarding return postage costs, there's two parapgraphs which now state:

Either we generate a return shipping label or the seller can provide a label. We add the cost of an eBay-generated label to the seller's monthly eBay invoice.

When a return shipping label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by eBay for the cost of the label.

http://pages.ebay.com/help/policies/money-back-guarantee.html

As far as I know, it's impossible for eBay (AU) to generate a label for an overseas destination, I'm not 100% sure about other eBay sites, but (just as an aside) that makes me think a buyer should be contacting eBay to obtain a label if the seller is in Aus and they won't willingly supply one? 

The second paragraph, and in particular that "or" I've bolded, is kind of worrying to me, because it most cases (and I assume yours), it's not a matter of buyers choosing to buy a label or postage service outside of eBay's process, but rather they have no choice if they want to get the item sent back and obtain a refund. 😞 

Apologies as my advice appears to be out of date, until I read the above just now, I genuinely thought they still had more options and better protections in place for these kinds of scenarios. 

[phorum_junkie*]

If it contains a lithium battery then you cannot return it overseas using AP, you would have to use a courier company that provides specialised packaging which is very expensive. It may be worth calling ebay again using the call back option and explaining that and asking them how they are going to honour their guarantee policy under these circumstances. If the agree with you and suggest a viable solution make sure you note down the time of the call and the employee's name and number. If they don't offer a solution ask to speak to a supervisor.

If you get nowhere it may be worth calling Paypal and explaining that a return is not an option and as the thing doesn't work what is the point of returning. Again if they agree that you would win a claim without a return note down the call details. If not call back later, often another person is more sympathetic. Keep asking to speak to somebody higher up the food chain until you get the answer you want, this tactic has worked for me in the past.

[digital*ghost]

---

@phorum_junkie* wrote:

If it contains a lithium battery then you cannot return it overseas using AP,

---

Yes, you can. There certainly are restrictions, and they do have to be packed a certain way. There's also are a few countries they can't be sent to at all, but Aus Post can and does accept packages containing lithium batteries.

What types of lithium batteries can be sent?

Regardless of what domestic or international mail service you use, Australia Post can only carry the following types of lithium batteries:

Lithium ion (rechargeable) - 20 watt-hour per cell or 100 watt-hour per battery
Lithium metal (non-rechargeable) - one gram per cell or two grams per battery

Lithium batteries can only be sent internationally (air or sea), or domestically by air if the battery or cell (maximum of two batteries or four individual cells) are installed in the device and meet all the packaging requirements.

https://auspost.com.au/parcels-mail/postage-tips-guides/dangerous-prohibited-items

[letscleanupmycupboards]

If you register for the refunded returns scheme through PayPal you'd be covered wouldn't you?

[padi*0409]

---

@letscleanupmycupboards wrote:
If you register for the refunded returns scheme through PayPal you'd be covered wouldn't you?

---

Only up to a max of $45.00

[letscleanupmycupboards]

That would cover most things though.