Return Fail

[elcheapo.123]

Purchased items from China seller Nov 26 2021, arrived Jan 13 2022. Sent items were incorrect, seller accepted return, received msg that seller cannot send return postage envelope, paid for Austpost return, $23.40, items cost $ 36.19. Item arrived China 27 JAN 22, still listed as "Onboard for delivery". Meantime Ebay closed the return, whatever that means. Asked the seller to see tracking info, proof of posting and progress. Asked for immediate refund since late deliveries from Chinapost is outside my control, and it is they who insisted that items be returned first for refund.

So far, no reply form seller, no ability to access Ebay assistance. This is the third return problem I have experienced in the last few months, all from China, all via Ebay purchases. So much for purchase guarantees by Ebay ! Seems you are the loser, the seller, Ebay, wins.

[elcheapo.123]

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@jellybirddesigns wrote:

Please go and have a read of the buyers guidelines.

When a seller is not located domestically and they want the item back, THEY need to provide you with the postage funds upfront/separately as they are unable to send a shipping label.

It is a common tactic of some overseas sellers to get you to send the item back at your cost, but you should never be out of pocket for items that are defective or not as described. You have no idea if the address they give you is even valid.

ALL COMMUNICATION WAS VIA EBAY. EBAY WAS AWARE THAT SELLER CANNOT PROVIDE RETURN POSTAGE LABEL, AND ADVISED THAT I CONTACT SELLER TO AGREE TO REFUND RETURN POSTAGE COSTS

Just because a seller tells you they cannot provide a shipping label is not a reason for them to avoid postage payment if they want it returned. Their only alternative is to refund you.

SELLER AGRRED IN WRITING TO REFUND POSTAGE COSTS AFTER A FEW EMAIL EXCHANGES

If you think about it - even if the seller received the item and Ebay closed the case in your favour, the most you would ever get back from a seller is your original item cost and original postage - there is no way for Ebay to force a seller to refund more than what is in the transaction. 

HENCE MY MANY EFFORTS TO SELLER TO AGREE TO THAT IN WRITING

Ebay is not the winner here - the seller is, because you are a gullible buyer.

Please follow procedure in future and you will not be out of pocket. Open the correct cases to make things formal and get Ebay to step in if the seller wants you to return at your cost.

THAT IS WHAT I DID.

THERE IS A CUT OFF POINT AT WHICH EBAY CLOSES THE RETURN UNLESS ASKED TO STEP IN. I DID NOT ASK FOR THAT, SINCE THE RETURN IS STILL IN PROCESS, IE, "ON BOARD FOR DELIVERY".  SELLER ALSO WOULD HAVE RECEIVED NOTIFICATION THAT THE RETURN IS CLOSED. MAYBE THAT IS WHY THEY HAVE YET TO REPLY TO MY REQUEST TO REFUND AS PROMISED. 

Also, perhaps buy local instead of Chinese?

NOT EVERY PRODUCT AVAILABLE FROM CHINA IS ALSO AVAILABLE FROM OZ SELLERS.

Finally, may I point out that every online transaction is underscored by trusting a seller that the products will be as described, fit for purpose, and that any problems with the transaction will be handled by a seller in a timely and helpful manner. Once the buyer has paid, the process is at the hands of a seller, who may, or may not be motivated to honour any or all of such a "contract".

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[elcheapo.123]

Thanks to all who addressed this post.

[jellybirddesigns]

It doesn't matter how many emails it took for them to "agree" to postage costs - they never actually sent you the money, so you didn't follow proper procedure.

[elcheapo.123]

Perhaps you didn't read replies. They did not agree to send money, only to refund the total once the goods arrived. I advised them of the postage cost prior to returning. Why would I not take the agreement from the  seller as actual ? That arrangement was seen by ebay, but doubtful that an actual person read any of that. It would assist if my many transgressions of "proper procedure" were replaced by helpful replies from you. Not for the future, but this actual situation. If not, please drop the issue. 

[imastawka]

My 2c worth is -

Don't ever be out of pocket for postage.

A seller will never reimburse once they have their item back.

Don't send it back until you have a postage label or the funds to post.

Especially if it's to China

[jellybirddesigns]

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@elcheapo.123 wrote:

Perhaps you didn't read replies. They did not agree to send money, only to refund the total once the goods arrived. I advised them of the postage cost prior to returning. Why would I not take the agreement from the  seller as actual ? That arrangement was seen by ebay, but doubtful that an actual person read any of that. 

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You really believe that a Chinese seller is going to reimburse you for the postage costs that you incurred? I don't think there's enough space for the number of eye rolls I want to put here.

Replies have been helpful - it's you who chose to send an item back at a massive cost to a random seller who didn't send you the right goods in the first place, and it's you who didn't follow procedure which I specifically showed you from Ebays guidelines which was to get the money upfront - not negotiate.

Ebay is completely aware the there are very few sellers who will ever follow through on a promise to reimburse after the fact, which is exactly why they have that wording. You can choose to do things exactly the way you want to and not heed any advice, but in the end, you are the one with no refund and no way to get any additional postage back from the seller. You  have no idea if the address they gave you was even valid and the seller often claims they never received it, even if the tracking says otherwise. Again, Ebay has no way to make the seller pay for anything extra, so maybe the package will be sent back to you if it can't be delivered.

Had you stuck to procedure, you would have received a refund and been able to do what you liked with the goods. 

Your trust in sellers is misplaced if you think that all of them will "do the right thing". Many will only do what they are obliged to and not an inch more.

[countessalmirena]

@elcheapo.123, I’m surprised at the tone of your reply to jellybirddesigns, who is one of the kindest and most helpful eBay members posting on these boards.

At any rate, what jellybird has said is very straightforward and it may help you in a number of ways.

Firstly, it will help by explaining to you what to do if you have a similar problem in future.

Secondly, it will help you to be able to explain to eBay Live Chat that you were depending upon the seller’s promise to reimburse you the return postage cost.

Did you inform the seller of the tracked return postage cost before the seller agreed? (This is important.) If so, it may help you.

What you will need to do now is get on to Live Chat and politely explain the situation as simply as possible. Give tracking number. Don’t - for goodness’ sake! - mention late delivery, delays,  not responsible for delivery, etc. Just say that you returned the item as it was SNAD (significantly not as described). Explain seller agreed to refund return postage. Explain that you are currently out $xx.xx. Ask the CS rep to manually issue the full refund including return postage AS THE SELLER AGREED.

Be very polite. Don’t introduce extraneous information. Have your proof of postage handy (scanned and saved as either PDF or image file). Don’t leave chat until resolution reached.

Perhaps you will be lucky and the rep will agree re full refund.

In future, don’t let seller play you. The seller must actually issue you the return postage cost before you return the item. eBay’s policy is very clear: don’t send on a promise. If seller doesn’t provide either postage label or issue you postage cost within 3 days of agreeing to accept return, ask eBay to step in.

[domino-710]

My 2c worth - don't buy from China.

Full Stop.

[imastawka]

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@domino-710 wrote:

My 2c worth - don't buy from China.

Full Stop.

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I do, but from proven sellers.

I don't have any problems.