Returned Item

[6709travis]

Hi,

I bought a new shirt and when it turned up it was way too big, the seller said they would accept returns, I emailed and asked if I could do this and got no response. Some time later I left neutral feedback and only then did I get a response saying I could return it for a different size.  I did this, with a satchel included with my name and address so a new one could be posted back to me.  As these items are now tracked, I know they have picked it up from Aus Post, I have been trying to email them to see if a new one has been posted but again I am not getting any response.  Do I have anything to fall back on here?  Any advice is appreciated.

Kind regards

Cindy

[*crikey*mate*]

I'm hoping that you paid by PayPal. It may be possible to seek assistance from them by raising a dispute for Item Not Received, although I am not sure how that will go since technically, you did receive the item and PayPal were not a part of the return process. I have never had experience with that I'm sorry, so I am not sure how that would go.

In future, I can only recommend that you try and use PayPal to make your payments as this does offer you some level of protection and if you do so, after making intial contact with your seller if you are not satisfied, open up a channel of communication through them via the dispute process.

There are other options available to you if you do not receive satidfaction such as credit card chargeback through your bank or obtaining the sellers contact communication from eBay, but I have never done either of these, so if you are unsure of what to do, I am sure another board member will be along to offer assistance, or you could enquire at your bank about the former and contact eBay help about the latter.

Best of luck with this.

[*sparklz*]

If you paid with paypal open a dispute for item not as described and include the return tracking number and escalate to a claim as soon as the system allows.

Then call paypal and tell them the seller has the item and have not refunded or sent replacement.

[*crikey*mate*]

How so you know the item was not as described? The OP reads to me like they did receive what they ordered and are trying to exchange it for a different size. All the OP says is that the item was too big. They have not said that the seller sent the wrong item or if for instance measurements were included in the listing which turned out to be incorrect.

To open up a SNAD case when that is in fact a false claim is a fraudulent activity, and if the seller is able to prove that the claim is false then I have sufficient doubt to disbelieve that PayPal would find in the buyer's favour.

I do not underestand why an experienced seller would recommend that a buyer make a false claim.

[chuk_77]

and yet here you are saying to open an INR claim, when they did infact get the item and that is ok?

[*crikey*mate*]

I think that you need to reread my initial post.

I suggested opening the claim for the second item that has not been received as explained in the OP. I do specifically recall saying that I was unsure of how they would go as they had received the intial item, and had returned the item for exchange without the protection of PayPal. At no time did I suggest that the buyer make a claim saying they received no item at all.

[lyndal1838]

But you can not open a dispute for not receiving the replacement item as paypal has no record of ever giving the go ahead to return the initial item.

Anyway, there would be no way of opening a second dispute....it would have been a continuation of the initial dispute.

Until the OP confirms if it is a case of item Item Not As Described or just an exchange for incorrect choice there is no way to give correct advice.

If the item was not as described then a dispute should have been opened and paypal would have monitored the whole exchange/refund process.

If it is just an exchange for incorrect choice (there is nothing wrong with the item) there i no facility for opening a dispute in the first place and everything depends on the seller honouring the arrangement with the buyer.

[*crikey*mate*]

But logically Lyn, if the seller made a mistake and it is an item not as described, then why would the buyer not only agree to pay for return postage (as is the norm, I understand that) but to also include a prepaid satchel so that the seller could send them the correct item? That means that they have paid postage 3 times for the seller's error, so to me that just doesn't make sense.

[*crikey*mate*]

I was thinking along the lines of opening up the dispute for item not received and in the comments the buyer would tell the story as they have here or a summary of what transpired via private messages. That's why I said I was unsure of how it would go as I acknowledged that PayPal had not been involved in the return process at all and why I suggested that for next time that after initial communication with the buyer to ascertain what their position is to then continue on with any communication via the PayPal dispute process and to follow their direction.

Clearly all of the above is irrelevant if the buyer did not even pay by PayPal or it's eBay accepted equivilent.