Returns noob question

[cam-2793]

Item arrived defective and i spent a week trying to submit a return request butit would not submit. Possibly because the device I use cannot attach photos. So i submit a "remorse" request and sent the seller a message saying it's defective because i don't want item onsold to someone else. 

Seller is offering partial refund but says i have to close the case before he can issue refund.

I've never had to return an item before so I'm not sure if that's correct and his feedback ( which stupidly I didn't check until after i experienced issues) says if you close the case they ghost you and you don't get anything!

Advice please

[countessalmirena]

You’ve gone about this the wrong way.

Why on earth would you open a buyer’s remorse return request when the item is defective?

Right… first of all, do NOT close the dispute. Once it’s closed, that’s it.

Secondly, get on to eBay’s Live Chat and explain that you stupidly opened the wrong sort of dispute; ask if they can change it to the correct sort of dispute.

Thirdly, if you have a smart phone, you can attach a photo. If you have a computer, you can attach a photo. Ask here for specific help if you need it.

Fourthly, the seller must pay return postage for a SNAD dispute. If (as I suspect) the seller is overseas (China?), the seller must arrange a satisfactory way to pay for the return postage (which must be tracked); if the seller does not it can it, ask eBay to step in when the dispute allows; you may not even need to return the faulty item. If that turns out to be the case, just destroy the item.

ASK here if you have any questions and before you do anything that might affect the outcome.

[cam-2793]

I was unable to submit as faulty. Don't have a smartphone or desktop the device i use is very dinky tablet. But i will definitely contact livechat and request change. Thankyou for clear explanation.

[countessalmirena]

Does the dinky tablet have camera facility?

Don’t hesitate to ask for more information or suggestions.

[cam-2793]

Yes but i couldn't get the photos to attach.

[jellybirddesigns]

Ebay now requires buyers to upload at least photograph when disputing a defective or broken item.  I think this only came into force in the last few months.

Not sure why you couldn't open a dispute for Item Not as Described? Are you using the Ebay app on your tablet? Sometimes the app does not always work so well.

[cam-2793]

Chrome browser . I try to keep number of apps to a minimum. Next time i need to return something i will borrow a desktop.

[cam-2793]

Update:

Went to live chat and asked about updating return reason. They said they can't do that- whatever ( lesson cost=postage return address is in NSW).

Whilst on the chat i may have "innocently" mentioned the seller had told me to close the case so they can refund. The chat agent said seller would be spoken to about that.

Discussion with seller still ongoing but ebay has provided postage label. Should i send now or continue negotiation with seller?

[jellybirddesigns · Accepted solution]

Depending on the value of the item, is it worth even posting back? Ie: if the item cost $10 and you're posting it at your cost, it doesn't sound worth it to even bother. Since the seller has offered a partial refund, it might be worth it to accept that, again, depending on cost of item and cost of having to post it?

Once the tracking shows the item as being delivered, it's possible that a full refund is automatically instigated anyway. After all, the seller can't get the item back and keep all your money. However in this case, you're the one out of pocket on postage.

In future, if an item is defective AND the seller wants it back (for whatever reason - perhaps repair), only then will you send it on the sellers dime. Otherwise get a refund and bin the item.

Most often if an item is defective, the seller will not want it and will need to refund you in full, so there will be no postage hassle, providing you open the correct case.

[countessalmirena]

The item must be sent within a certain timeframe once a return is accepted/postage label supplied. Otherwise the dispute will be closed in seller’s favour.

If you are to pay for return postage, I agree with jellybirddesigns; decide whether it is worth it. If the item is worth more than postage cost (especially if it’s quite a bit more), I’d go ahead, and in that case you don’t need to be negotiating with the seller unless you have good reason to think that the seller will refund you without the need to return.

I would be dubious about anything said by the seller, given that he’s tried the old “close the case” trick.