Locked
Discussions in this board are limited to the original poster and Community Mentors
Issue with Seller after receiving Damaged Item due to poor packaging with Returns Not Accepted
Really need to speak to someone but the phone numbers I've been attempting seem to either not work or only for fraudulent claims.
This is a really odd situation in that it would cost more to ship back than I paid for it (yes, they charged too little to begin with) but that's the contractual side of eBay when a seller agrees to ship for their own specified amount.
Anyway, their item says "Returns Not Accepted" so when I start a Return Item routine, I get a warning that the item is ineligible. They've admitted to poorly packaging the item and failure to properly secure pieces which wound up broken, rendering the item useless for its intended function.
Even though they say they'll refund AND pay for return shipping, I'm stuck.
I've tried to reason with them that shipping it back at their expense AND providing a Refund doesn't make good business sense. I've ask to not ship back the broken item, just refund me to avoid shipping costs on their part and I would even just look for replacement parts myself and call it a day.
Now they're calling me a Con-Man, but I sincerely believe I'm giving the best option for the both of us.
They've seen the photos of the damaged items too; even apologized to start with that this has occurred owning up to them being the reason, now things have turned 180°.
I just want my money back and not deal with the drama.
mlds
OP9 months agoSo how do I get my money back from eBay since the seller isn't responding?
house*of*paws
Mentor9 months agoHi @mlds
A seller's return policy has no effect on a buyer's ability to file a 'return request'. It just determines whether a refund is 'guaranteed' by eBay. [A refund is always guaranteed if the item is received 'damaged' OR is otherwise 'not as described'.]
Assuming a buyer files a return request claiming the item was received 'not as described' in some way ... the seller has the following options:
A partial refund is often the most logical solution to a problem ... but eBay's current policy is that buyers are not allowed to request a partial refund. Only the seller can bring up the subject.
BTW, neither is the buyer allowed to use the feedback they leave to leverage a seller into doing something that isn't included in the listing. [Your offer to redact the negative feedback in return for a partial refund is a violation of policy ... and actually provides a reason for eBay to remove the neg if asked by the seller.]
IF you filed a return request and received no response ... then you can return to the open request after 3 business days to ask eBay to step in. [You won't see the link to do that until its time to use it.]
mlds
OP9 months agoReturning is not the best financial option as stated above for either of us. They should at least pay for the broken parts that I've already taken the time to find myself and paid for. I've managed to recover and put together a useable tool once the replacement parts arrive, of course at an added expenditure on my part.
I offered to redact the negative feedback if they were willing to pay for the broken pieces due to their insufficient packaging protocol.
But as expected in this case, they haven't responded.
So I'm out $$ for an item that was listed as usable, but arrived differently. Basically I'm paying for those parts twice.
glorybells
·9 months agoWhether refunding without the return makes the most financial sense or not, eBay will never require a seller to refund without a return. Some sellers cling tenaciously to their choice of how to handle it (within eBay rules). The ball is in their court as far as that decision.
When did you open the case? If the seller isn’t responding, did you return to the case and escalate it to eBay?
fashionsandbeauty4u
Mentor9 months ago@mlds
With the eBay Money Back Guarantee, a Buyer has 30 days from delivery to request a refund if the item they received is damaged. Once the Buyer opens an Item Not as Described refund request, the Seller can either provide a prepaid return shipping label or a refund. The Seller is allowed by eBay to require that the item be returned.
Even when a Seller has a no-return policy in their listings, the Buyer can still open an Item Not as Described refund request. Once the Seller accepts that return and the return label is issued, the Buyer needs to return the item or the case will be closed in the Seller's favor.
Because you have already left this Seller negative feedback, they are probably less likely to refund you without a return. eBay cannot force them to refund without a return, if that's what the Seller requires.
mlds
OP9 months agoHow do you know that I've left negative feedback? Are you able to see this and put two and two together or this an assumption on your part? Serious question. I thought since no names were to be used there wouldn't be any other information.
Ok, so you say they have the right to have the item returned but that's not the whole picture. Apologies, if I didn't convey my thoughts clearly enough.
To me it makes no business sense to return the broken item at their expense (pay the exorbitant return shipping cost) AND also give me a refund. Seems to me we would both come out ahead for them to just refund the item and me toss it in the bin or do whatever I need to, like look for the replacement parts that were broken and just eat the cost of those items or use the refund to pay for them (which in essence I already did when I purchased the item in an unbroken state).
Am I missing something here? I'm trying to get a win-win situation for both of us even though they know they are at fault. I don't want them to be out any more money in the deal. Just refund me and call it a day. Seems to be the most logical, financial means to ending the overall transaction.
fashionsandbeauty4u
Mentor9 months ago@mlds
The feedback you leave for Sellers is visible to anyone on eBay. Negative feedback stays on the Seller's account for one year, and that is also visible.
I know you feel that your solution is the most logical, but the ball is in the Seller's court. Sometimes, a Seller will require a return for the principal and may be willing to take a financial loss to prove a point. In the end, though, the Seller has the right to require a return to issue a refund.
You could message eBay on their Facebook page to confirm all of this. They will be able to read the messages between you and this Seller. That may or may not work in your favor.
www.facebook.com/ebay
Staffed from 6 am to 6 pm. PST
glorybells
·9 months agoIf you receive an item that is damaged, the eBay Money Back Guarantee overrules a sellers No Returns policy. You should be able to go to the item and click on the link to the right, then click on More Actions.
In this situation, the seller is required to provide a prepaid shipping label. The only reason you wouldn’t be able to open a claim is if it’s been more than 30 days since you received it.