incorrect item sent

[givemeaspell]

my son purchased an electronic item from USA (paid around $300) they sent a different model which they also sell but it is significantly cheaper.  He has put in a item not as described and he paid with paypal, but I notice on their ebay site they say returns to be paid by the buyer (if item not as described).  How can that be fair when it's their fault?

[protect*the*innocent]

Getting the wrong item is frustrating - I feel for you.

Mind if I ask whether you emailed the seller to give them the opportunity to fix the problem before opening a Paypal dispute?

I only ask because it is Paypal who will request that you pay the postage to return the item to the seller as part of the dispute process (should Paypal decide this) -- the returns policy option doesn't really matter at this point anymore.

If you haven't emailed the seller before opening the dispute then the seller is less likely to do more than they absolutely have to (as part of the dispute process) to help.  

Ensure you keep all the original packaging the item arrived in and take clear photographs showing the product and packaging (weight, size of packaging, cost of postage etc) as the seller's latest request sounds a though they might dispute that they sent the wrong item.

At this point if you haven't already opened direct eBay message communication with the seller (and have only used the Paypal dispute as contact) I think you need to try to message the seller to get some kind of clear dialogue going.  It won't hurt and is in your best interests considering you have $300 at stake.

[givemeaspell]

we did open a dispute but have not escalated it to a claim yet. we have sent pics of the items to them, so will see what they come back with.  I noticed on their feedback they have done this previously (sent the wrong item) however they do say they have fixed it, their fb is excellent so I am hopeful that it is resolved the only thing worrying me is the postage charge as it is quite a big item.

[***super_nova***]

remember you only have 20 days from the time you opened the dispute.  Getting part refund, as Coopers suggested, is the best bet for you now.  So take the lead and ask the seller for partial refund.

[robyns*quest]

I just made my first listing error - described a pair of shoes as black when apparently they are very dark navy - still look black to me.  I just automatically gave them a full refund plus extras for the return postage.  This should be mandatory - why should a buyer be out of pocket when the seller makes an error.

[flotsam-jetsom]

I agree bluewren, in all my years I have refunded in full and organised return via sending a prepaid satchel to the buyer if an error was mine. Hasn't happenned often, ut I just don't see why someone should be out of pocket as much a $1.00 when they have npot received what they ordered. Unfortunately, it seems I am one of the old school

[jennyrobynpayne]

Must have been the same school I went to!!! I agree whole heartedly

[givemeaspell]

so the latest was a response to the paypal claim apologising but asking to send a blueprint and pics to a specific email address and they would respond on how they would fix it.  so tonight we recd a response via email (not paypal) for us to ship the item back and on receipt they will refund our shipping fee once we provided them with the receipt and they would then reship correct item. So I went into the pp dispute and basically copied what they had requested asking them if this was correct.  I did this so that I have proof in paypal.  once they respond I will send back item and keep my receipts for shipping so that if I have to prove to paypal I shipped I can do so.  Does this sound legit?  They are a power seller.  I just wanted to make sure that all this should be going via paypal to cover my end?

[*new2vintage]

Everything needs to be done through the Resolution Centre if you've opened a Paypal dispute otherwise they can lie and say they've never received the item back. Make sure you use Registered Post and give Paypal the tracking number - without that you won't receive a refund from Paypal. Also don't let yourself run out of time to escalate your dispute.

[givemeaspell]

I have 20 days to escalate it to a dispute is that correct? and if we are conversing back and forward but I still haven't recd my item within the 20 days should I escalate it still?  Im just concerned that they will be seen to be co-operating and perhaps they are, but if something then goes wrong and I haven't escalated it then what happens?  Should I escalate it prior to the 20th day to be on the safe side?

[cq_tech]

Should I escalate it prior to the 20th day to be on the safe side?

Absolutely, as once the dispute expires or is closed, it cannot be reopened. Once escalated, you then have a further 20 days for the seller to resolve the problem satisfactorily.