Seller won’t refund postage

[bkkmum2]

I purchased an item from the US and was charged shipping and GST.  When I received the item it wasn’t what I expected and I put in a claim for a refund,  The seller agreed to the refund and as they were overseas, they couldn’t do a shipping label so she sent me the money for the return shipping.    I sent the item back and the seller has refunded me the purchase price but not the original shipping charge.

 I have contacted ebay a couple of times and they said I should get the original shipping and the gst back but nothing has happened.    Does anyone know what I can do next please as the seller says that she doesn’t owe me anything but ebay said that I am entitled to get the shipping refunded.    The total is over $30 usd so I don’t want to lose this much money .....

[lyndal1838]

You say the item was not what you expected....but was it what was described in the listing?

If it was as described then the seller does not have to refund the original postage....you are lucky she paid for the return shipping.

Only if the item is faulty or not as described are you entitled to the refund of the original postage.

[bkkmum2]

The item was fake, and the seller didn’t even question me wanting to return it.   Also I am still trying to find out how I get refunded for the gst as well....

[countessalmirena]

@bkkmum2,

Was this item sent through the Global Shipping Program (GSP)? Can you post the item number here, so that the responders can check to see if that's the case?

If it was through the GSP, you would have been charged separately for the shipping and handling and GST and import cost and admin cost. This would have been taken by Pitney Bowes (who are the logistics company handling the US Global Shipping Program side of things).

Anecdotally it has been somewhat difficult for purchasers to get back this portion of a purchase in the event of a refund being issued. You should contact eBay CS by chat (as that is currently the only way to communicate with eBay CS, due to the COVID-19 restrictions in place on health & safety grounds), and explain that you have not received back this portion of your purchase.

This suggestion is, however, dependent on this transaction having been through the GSP, and also on your having opened a SNAD (SIgnificantly Not As Described) aka INAD (Item Not As Described)* dispute on eBay.

* SNAD and INAD can be used interchangeably.

[bkkmum2]

No, it wasn’t through the global shipping program.  The gst was just added to the purchase price on checkout.  I have chatted to ebay a few times about this and they said that I should get both back but it’s been nearly two weeks and I haven’t had a result.   I’ll try messaging them again.  Thank you

[lyndal1838]

Did the seller just refund you or has there been a dispute opened?

I am guessing there was no dispute or you would have had to prove that the item was a fake before getting a full refund including the GST.

If the seller has already refunded you are probably not able to open a dispute now so have quite possibly done your dough.  It is all about following the rules when you want ebay to step in.....messages through Chat will do no good.

[bkkmum2]

I opened a claim before the seller refunded me as I do know the rules.   I also contacted ebay before I did the claim and they explained that I was entitled to a refund of both the original postage and the return postage.  I then did the claim and the seller accepted it.   She then send the funds for return shipping separately but is now saying that,she doesn’t owe me anything more...

[tazzieterror]

Go onto eBay chat and ask them to refund the original shipping on the seller's bahelf.

[lyndal1838]

Did you attach proof that the item was a fake....if not then it could be argued that the seller has given you a refund for change of mind.

If you have have provided that proof then contact ebay and let them know that the seller still owes you for the original postage charged.

The proof that the item is fake is the all important thing in this dispute.

[4channel]

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@bkkmum2 wrote:

I purchased an item from the US and was charged shipping and GST.  When I received the item it wasn’t what I expected and I put in a claim for a refund,  The seller agreed to the refund and as they were overseas, they couldn’t do a shipping label so she sent me the money for the return shipping.    I sent the item back and the seller has refunded me the purchase price but not the original shipping charge.

 I have contacted ebay a couple of times and they said I should get the original shipping and the gst back but nothing has happened.    Does anyone know what I can do next please as the seller says that she doesn’t owe me anything but ebay said that I am entitled to get the shipping refunded.    The total is over $30 usd so I don’t want to lose this much money .....

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Hi bkkmum2, sorry to hear of your situation. It appears you have done the right thing so it's not fair you being out of pocket by $30. The seller may think too that they are out of pocket by having to pay for return postage and why should they be out of pocket more by refunding you the original postage amount. This kind of behaviour comes under the category of "Sellers not taking proper responsibility for their own mistakes". Now if the item wasn't as described then you deserve to be refunded on the original postage at the very least. Try a heartfelt letter to seller ex[plaining you are out of pocket and would they please do the right thing by you ASAP. If not then your feedback should reflect the negative experience. Also report seller to eBay.

If you do leave feedback, please be cautious of how a negative is left. Just put it simple and to the point. Otherwise eBay will remove it and seller can do it again.  Someone else here is sure to advise you on that.

Hope it goes well for you.