Seller closes return on faulty item without explanation or refund

[pigglesworth01]

A product I recently purchased completely failed after a couple days of normal use (an $18 12V battery protector). I opened the return request in eBay, explaining the problem and requesting a refund or replacement.

The seller responded by saying "Please send it back to me for inspection / test.", to which I responded (assuming a faulty $18 electrical component would just end up in the bin anyway):

"Thanks for your prompt response. Would you be happy instead with a video showing the faulty behaviour? This would save time and money for both of us". 

The seller immaediately closed the return leaving only the explanation "Return closed no refund".

Where to from here? I was only trying to be helpful, and I don't have a problem posting the item back (they will be covering the cost of return shipping on the fauly item after all). But I cannot find a link to appeal the seller's action.

Do I go straight to a PayPal claim, or is there some sort of eBay dispute case that should be pursued first?

Thanks!

Jon

[lyndal1838]

You have already used the ebay route and the dispute has been closed.

The seller is not responsible for the return postage unless the case is escalated and ebay steps in. It is only at the seller's discretion that they refund the return postage without ebay insisting.

Unfortunately by suggesting the video you have stepped outside the dispute process.  The seller was acting in accordance with the rules by asking for the item back.  Your suggestion indicates that you want to keep the item and still get a refund.

You can do a paypal dispute but you will be responsible for the return postage.

[pigglesworth01]

Thanks for your help,

It's an Australian seller so I am entitled to recover reasonable return postage costs from the vendor (under Consumer Law) for a faulty product, enforcing this might be difficult though. Regardless, my experience is that any respectable eBay seller will cover return postage for a faulty item. And most won't even waste their time requesting it be shipped back!

Not sure that I agree that I've stepped outside the dispute process by asking a question, maybe eBay should give a guide as to what questions you may or may not ask!

I will move on to a PayPal dispute and will try not to be helpful in the future. I guess this seller isn't too worried about negative feedback...

Cheers,
Jon

[lyndal1838]

You can only enforce the return postage rules if the seller is a registered Australian business.

If it is a private seller it can only be enforced when you use the ebay MBG.

[digital*ghost]

Sellers aren't able to close return requests unless they issue a refund (or, they can offer partial refunds and if accepted, the request closes).

If you selected a change of mind reason (doesn't fit, or similar) then the seller may be able to deny the return request, but if you selected it was faulty as the reason for the request, the only options the seller has that will immediately close the case without further input from you (or eBay, if more than 3 days has passed and the request is escalated for review) is a full refund without return.

I would double-check the current status of the request in the resolution centre. 

[designers*n*more]

If you opened a dispute through eBay and it was closed in favour of the seller you can't then go and open a dispute with PayPal. It's one or the other.

[lyndal1838]

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@designers*n*more wrote:

If you opened a dispute through eBay and it was closed in favour of the seller you can't then go and open a dispute with PayPal. It's one or the other.

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If a dispute is closed in ebay then the buyer can indeed open a dispute in paypal.   But you cannot have the 2 disputes open at the same time.

[*tippy*toes*]

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@designers*n*more wrote:

If you opened a dispute through eBay and it was closed in favour of the seller you can't then go and open a dispute with PayPal. It's one or the other.

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That's how it used to be, but it changed not long after eBay sold off PayPal. Now, if one fails, you have the other to give it a second go. As Lyndal said, you just can't have them both open at the same time.

[digital*ghost]

You can go from eBay to PayPal, but you can't go from PayPal to eBay.