Accepted return but USPS label is impossible to use (international buyer via forwarder)
Hi,
I’m looking for clarification before I make a mistake that could cost me a lot of money.
I purchased multiple items on eBay (phones). The items are not as described (wrong specs) and some units are defective. I opened return requests.
The seller accepted the returns, and eBay generated USPS return labels.
The problem is: I am not located in the United States.
The items were shipped to a US forwarding service and then forwarded to me internationally. I physically cannot use a USPS return label from outside the US.
At the moment, eBay only shows instructions to ship the return, and there is no “Ask eBay to step in†option yet.
My questions:
What exactly happens if I do not ship the return because it is impossible for me to use the USPS label?
When and how can I ask eBay to step in in this situation?
Is there a risk that eBay will automatically close the case against me, even though the return cannot be shipped from my location?
Is there any way to contact eBay support proactively before the return deadline to explain that the return is impossible?
I want to follow eBay rules correctly, but I don’t want to lose buyer protection due to a return that cannot be physically completed.
Thank you for any guidance.
reallynicestamps
·8 months agoEBay won't help you.
The Seller won't help you.
The Forwarder won't help you.
Your credit card company, if you paid with a credit card, might help you with a full or partial chargeback.
You may or may not be required by the cc company to return the shipment in full or partially.
When buying online, ONLY use a credit card for payment. Debit cards, e-transfers, wire transfers, and Paypal balances are effectively non-refundable.
simba6
·8 months agoYour lucky the seller accepted the return. You will have to ship items back at your own expense.
grand-and-glorious-purpose
·8 months agoThose two statements are mutually exclusive.
You opted yourself out of the MBG as soon as the item was shipped to your forwarding service.
kensgiftshop
·8 months agoThat's wrong.
You can have an order shipped to a freight forwarder and still be covered by the MBG.
It's when the order is reshipped from the freight forwarder to the buyer, that's when you lose your MBG.
grand-and-glorious-purpose
·8 months agoSure technically but unlikely.
In this particular case the freight forwarder didn't/wouldn't inspect the phones even though they COULD have and the OOP COULD have won a MBG case but it didn't happen that way because it went to a freight forwarder and it didn't get inspected. Probably they don't have the man power to cost effectively inspect everything or anything at all.
So that deal was doomed the second it was purchased and chose a freight forwarder.
INRs and shipments completely destroyed on arrival, like leaking fluids or pieces falling out of the shipping box...that's about it.
There is no freight forwarder that is going to trigger the MBG on their own by sending back not as described for missing pieces or different color or doesn't fit or changed mind, just don't like it.
There are almost no upsides to using a freight forwarder so much so that I am unclear as to way they still are used on ebay.
kensgiftshop
·8 months agoIt's probably a lot cheaper on the buyer.
Instead of paying International shipping on a bunch of packages, freight forwarders gather a bunch of packages, then make one shipment.
You're right, there isn't much the freight forwarder would be able to do.
ryry-jj
·8 months agoWhat is stopping you from shipping the phones back to the FF? And emailing the FF the USPS return label?
maclow45
OP8 months agoThe freight forwarder does not accept international returns. Once the item leaves the forwarder’s warehouse, it cannot be returned there.
The differences in specifications and the defects were not visible in the photos taken by the forwarder, so I had no possibility of knowing that the phones were not as described or defective before they were forwarded.
Cases like this should be handled on an individual basis. The lack of any practical resolution in a situation involving clear misrepresentation and defective goods is deeply concerning.
I have already contacted eBay support directly and am awaiting their response.
wastingtime101
·8 months agoIt's unfortunate the seller shipped faulty/wrong product and I'm sorry you're dealing with that. That doesn't negate the fact you chose to have the items forwarded and chose to use a forwarder that doesn't inspect items or accept returns.
The transaction through eBay was to a US address which means the return label is for that US address. eBay's policy is return for refund. While eBay allows buyers and sellers to work out partial refunds if both parties are open to it, partial refunds are not part of the eMBG policy - not that it matters since you void your eMBG protections by having the item forwarded.
Since the seller blocked you, that means they will not see any messages you send because those are blocked, too.
As I mentioned above, you can ship the items directly to the seller and contact eBay CS to provide them the tracking number you used. Why can you not buy your own label and return the items direct to the seller?
In future, the best option is to make sure you have protections. Whether that's buying from sellers that use eBay International Shipping or sellers that ship direct to your country so you don't need a forwarder, or finding a new forwarder that will inspect items before forwarding them to you, there are options that will afford protections.
wastingtime101
·8 months agoThe second the forwarder reshipped the item internationally you lost all buyer protections.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#section3
Exclusions and special coverage when the item doesn't match the listing
The item was sent to another address after original delivery
Not covered: The buyer used third-party freight forwarding or mail redirection
If the seller fights this with eBay, eBay will close out the return in the seller's favor. If you ask eBay to step in the same thing will happen.
Because the seller accepted a return request they didn't have to accept, your option is to ship directly to the seller and pay for the label yourself. You'll need tracking to prove delivery.
Some freight forwarders open and inspect items before forwarding (and they charge for the service), that way any issues can be addressed before the package is forwarded, while you still have buyer protections. Perhaps you should look into that for future purchases. Either that, or buy from sellers whose listings offer eBay International Shipping.
ryry-jj
·8 months agoYou are responsible for getting the phones back to the US. Then the return from FF to the seller can take place with the USPS return label. And yo uneed to get it done within ebay's time frame to get back to the seller. As far as the seller and eBay are concerned the phones stayed in the US, any further shipping destination is 100% on the buyer. For all anyone knows, the FF didn't even ship you the correct items, most likely they did, but cant prove it
Some things are always best to buy locally from a trusted dealer, phones are just one of those things
maclow45
OP8 months agoI understand that using a freight forwarder means I am responsible for onward shipping.
However, the core issue here is not logistics but item not as described. The listings clearly stated 6GB RAM/128GB storage, while all received devices are 4GB RAM/64GB storage, which is objectively verifiable.
Additionally, 8 units are defective. This is not a case of buyer’s remorse or a forwarding issue.
I have photo documentation showing the device specifications and defects. The issue exists regardless of the forwarding service used.
My question is specifically about eBay procedure when a return is accepted, but the provided return method is domestic-only, while the buyer is located internationally. There must be a way to resolve this differently, even with partial refund.
ryry-jj
·8 months agoYes, but you lost all you eBay buyer protection on items not as described when you had the items forwarded to you. You're fortunate the buyer is willing to take them back, but you need to cover all the cost of getting them back.
As far as eBay is concerned this wasnt an international sale, it was a domestic sale. You made it international independent of ebay & the seller.
The seller could offer a partial refund. Did you ask? How much, after seeing what you received, do you think the seller is even on the up & up?
maclow45
OP8 months agoI understand that using a freight forwarder affects eBay buyer protection, and I’m aware that eBay treats this as a domestic delivery. I don't even want full refund, I want only for 8 defective devices, which is more than fair considering the fact they're all wrong specs.
I did attempt to resolve this with the seller. A partial refund was discussed, but no reasonable solution was offered that reflects the scale of the misrepresentation and defects.
He also blocked me later and refused to help any further.
What feels fundamentally unfair in this situation is that the seller can safely accept a return knowing it cannot realistically be completed, due to the domestic-only return label and the buyer being located abroad.
By accepting the return under these conditions, the seller faces no real risk, while the buyer is left with materially misrepresented and partially defective goods and a loss exceeding $700.
This creates a situation where accepting a return is not a good-faith attempt to resolve the issue, but rather a procedural shield, as the seller knows the return is practically unworkable.
I am not disputing that freight forwarding affects buyer protection; I am pointing out that this mechanism allows a seller to avoid responsibility for goods that are objectively not as described, without any meaningful consequence.
There should be another way to resolve disputes like that, especially when the seller acted improperly in this case - it's not one or two phones that are affected, every phone is lower spec and 8 out of 18 units are defective.
jonathanbrightlight
·8 months agoThe issue isn’t that forwarding the item affects buyer protection, it’s that it completely voids it. Having the order forwarded by a third party doesn’t just limit your options, it removes any coverage of the eBay Money Back Guarantee. The seller only allowed you to return it at all because they either were not aware of that or were willing to offer a return that they did not have to. If they are choosing not to continue working with you, there is no recourse for you through eBay, by design.
tobaccocardyahoo
·8 months agoYou made the risky decision to purchase phones online, internationally, from an Ebay seller.
You should have been aware of the risks that using a freight forwarder added to a risky transaction.
You did not or chose not to understand the risks you were taking, and have limited your chances of receiving redress for the seller's failures.
The only potential assistance you may find may come from the issuer of the payment card you used for the transaction. Since this is the US Ebay site forum, we do not know what rights you may have with your payment card in Poland.
kensgiftshop
·8 months agoYou're lucky you get to return the phones.
Using a freight forwarder voids your MBG.
kensgiftshop
·8 months ago@maclow45
You have to pay to ship them back to the freight forwarder, then pay the freight forwarder to place the USPS labels on the packages and return them to the seller.
The return isn't impossible, but it'll cost you some money.
12345jamesstamps
·8 months ago'Freight forward'...you are at the mercy of the seller I believe.
You have to spend your own money to return them.
Kinda thinking it would be rather expensive to return them back to the seller without using freight forward.
They got delivered to the address in the USA...so seller did his part.