Seller wants a video sent to a gmail account outside eBay.
https://www.ebay.com/itm/125767116265?var=426762549588
I bought above pair of boot stretchers for my steel tipped boots and these don't appear to work on this type of footwear, but might work on softer leather shoes. The problem is one of the shaft on one of the stretchers is loose: no matter how much I turn it clockwise, it doesn't tighten like the other one, and when trying to turn it counterclockwise, it got stuck one time. Also a lot of splinters and possibly metal shavings. The seller in their email lists return policies requiring photos in order for a pre-paid return label or I'd have to pay for it myself.
I messaged them late Friday, mentioning the problem, and not getting a response initiated the return process, including two photos of the defective stretcher. I was going to include a post it note with the defective one, as I have to return both, but the seller responded today with the below message - I didn't know their customer service email had a .HK address until after I made the purchase . I'm trying to resolve this issue, but I'm not comfortable going outside eBay to provide them with a video. I purchased the boot stretchers on February 21st and tomorrow it will be 30 days and I don't know if they're trying to stall for time - I should've tried the items before, but didn't have the time.
Hello dear customer,
Our sincerely apologies for the problem.
In order to know more details about the problem and solve it soon, could you please offer us a video to show what the problem is? Our email is sz18124534606@gmail.com . Also, please advise your email address here so that I can find your email quickly.
Your video would be very helpful for us, because we need it to apply the refund and we will confirm it from our staff and supplier.
Please do not worry, we'd like to make up your benefit then.Please contact with us on here if you send the video.
Thank you for your kindly understanding and cooperation.
Best wishes
Elaine
adlerberg
OP3 years agoAfter the seller didn't respond, the morning of the 23rd, eBay sent me a FedEx return label. Mailed the package the following day to eBay California and this morning got a full refund.
Is this case automatically closed or do I have to do it manually from a menu?
lakefor94
·3 years agoIf you received your full refund, the case should close automatically.
soh.maryl
·3 years agoOn eBay, a buyer has 30 days after delivery to open an item not as described case.
Since your seller is apparently overseas, he will be unable to send you a prepaid return label, so he's required to send you the postage cost in advance.
Have you read eBay's Money Back Guarantee for buyers?
adlerberg
OP3 years agoThe package came from a Californian address, but it appears customer service email is in Hong Kong and I didn't know at the time.
lakefor94
·3 years agoGo to your eBay Purchase History and open a return case.
Find the item in your Purchase History and press the big, blue 'Return this item' button. Select "Item is Not as Described" as the reason for the return.
If it requires you to upload a photo to the return case you will need to do that.
Seller will be required to provide a prepaid shipping label IF they want the item back before refunding.
When the return tracking shows delivered back to the seller, the seller will have 2 days to inspect and refund your purchase. If that does not happen there will be an "Ask eBay to Step In", option for you to click on. EBay will refund your money.
If seller does not send a return label within 3 days and the "Ask eBay To Step In" option is not available, you may have to contact eBay. If you need help, come back here with details and dates of what has transpired.
Under NO circumstances do you close the return before getting your refund, REGARDLESS of what the seller might tell you.
Come back here with any or all questions you might have throughout this process.
adlerberg
OP3 years agoI opened the return item and selected defective as an option on Saturday the 18th. The seller's request for a video is what confused me, as they mentioned photos as proof in their original terms in order to get a pre-paid return label. I'll be escalating the matter in a few days, if they don't send me the return label,
lakefor94
·3 years ago@adlerberg @Sometimes the overseas sellers stall on sending the label and then from their end of the return interface, they select "label already sent". (Which is at times a crock) so make sure to check eBay messages in case they sent something that way instead of entering the label into the return case.
So, if you don't have a prepaid by Thursday or so, then you have to contact eBay by Facebook messages to let a "real" eBay employee know that you are being jacked around.
If they stall, don't allow it to drag on. They sometimes try to drag it out past the 30 days from delivery date.
You actually don't have to converse further with the seller at this point.
Come on back with any questions.
simba6
·3 years agoHave you filed a not as described case? If not, do so NOW. Your running out of time. You not required to send to non eBay accounts. eBay does have a place to upload photos when you file a case.
adlerberg
OP3 years agoI opened the return process for defective item on Saturday 18th march, the following day after I messaged the seller. I uploaded two photos and will include a note with the defective stretcher as I have to return both.