Buyer support for combined shipping
I was interested in two items from a seller and contacted them before pitching the items. They quoted me a combined shipping discount but did not offer to send an invoice for the items with the combined shipping. I now know that this is the correct method for handling this but the seller should have offered to do this. As the buyer, I should not have had to tell the seller to send an invoice. I added both items to my cart and paid for two shipping costs assuming the seller would issue a refund for one of the shipping charges. They’re refusing to issue a refund for the second shipping charge. I have in writing a quote from the seller from before the purchase with the combined shipping quote. Please help.
32 comments
bklein8888
OP11 months ago@bonjourami - you provided the correct guidance! I filed the INAD claim, the seller didn’t reply after 4 days, and eBay refunded me for the full item. Appreciate your thoughtful responses throughout!
powell-collectibles
·11 months agoIf you really want to keep the items, there is the option of a partial charge back through your credit card. It isn’t an all or nothing thing – you can request a partial refund through your funding source. Sure, I’d follow the advice and return the items if I had to, if I could buy the items elsewhere. Otherwise, I’d probably just go with a partial charge back.
sassykzt
·11 months agoJust know your seller is lazy -- they could have set up automatically combined shipping in their shipping preferences/ business policies. All the buyer has to do is put all desired items into their cart and select checkout. Then the combined shipping price appears and the buyer can see it before the actual payment.
The fact that your seller promised combined shipping costs and didn't follow through is just a bad business practice! Did you file an INAD?
bklein8888
OP11 months agoHi @sassykzt - I agree. They’re lazy or they’re not empowered to make a decision and honor a promise they made in writing. Given they knew I wanted the combined discount and to not explain the need to issue an invoice with combined shipping was on them as the seller. eBay needs to follow up and get involved in matters like this. I understand we’re talking about small dollars here but situations like this reduce buyer’s faith in the platform if the platform isn’t being “policedâ€.
klhmdg
·11 months agoHave you received the items?
When did you buy them?
If you havent received the items you cannot file a claim yet.
If it hasnt shipped yet you can try canceling the order?
One point I will make is, having items in a cart and you requesting an invoice for combined shipping may or may not work.
There are issues sometimes with the cart and combining.
Sellers cannot send an invoice until the buyer sends the request from the cart and again at time it is touchy.
Most sellers that can would have refunded the difference.
You can leave Neg FB to warn others.
You also can request a return once you have the items.
eBay cannot force the seller to refund the extra shipping even if you have messages.
bklein8888
OP11 months ago@klhmdg - items purchased 7/30/25 and I have received them already. I am going to try the advice of @bonjourami and open an item not as described case. I’m assuming the seller will chose to ignore this unless eBay steps in which it sounds like they won’t. What happened to “the customer is always right� 😞
bonjourami
·11 months agoJust be sure to go back to the case on the fourth day and ask Ebay to step in, the button will be there.
klhmdg
·11 months ago@bklein8888 Once you open the Not As Described case, the seller can either offer you a discount, send a return label, refund you in full OR do nothing.
But all those options are up to the seller...
If the seller does nothing at day 4 ask eBay to step in.
eBay will refund you and give the seller a defect for not taking care of it themselves.
eBay never gets in the middle of He said She said.
eBay has the MBG for buyers. All buyers should read it just in case they need it.
eBay does not have people sitting and deciding who is right.
I think customer is always right went by the wayside especially with internet sales when the scammers came out in droves.
Different world now.
Good luck!
12345jamesstamps
·11 months agoI just issued a combined shipping refund...'easy as pie'.
However, if the seller is a 'drop-shipper'...I suspect that it is an issue to process a shipping refund...but I could be wrong.
Something in writing...pointless to eBay with artificial intelligence...no one will read it.
Feedbacks do work sometimes...heck...would a buyer do the feedback before receiving the item(s)?
You get to leave two feedbacks which as a seller I would be scared of you...LOL
Be very blunt and no nasty stuff...a cool 'does not combine shipping discounts as mentioned before a purchase' or something like that.
2 red doughnuts doesn't look good.
bklein8888
OP11 months agoThank you @12345jamesstamps - just a shame that I’m now out the $40 bucks in extra shipping costs. Lesson learned re:seller needing to create an invoice for combined shipping discounts if it comes up for me again. Appreciate the thoughtful advice you have provided.
bklein8888
OP11 months agoThank you all for your responses.
@bonjourami - I have contacted the seller and they are refusing to issue the refund and are stating “I repeat, we cannot refund the cost of shipping once it has been made. We made two different shipments for two different orders, paying for two different shipping costs.â€
How do I open a INAD case with eBay?
@muhammnaz-76 - this seller has great ratings. I find it crazy that they’re refusing to honor their combined shipping discount.
@bonanza125 - I was planning to leave neutral or negative feedback for them but they have not left me feedback yet either. I don’t want negative feedback as a result of me leaving them negative feedback. Been a eBay user for 25 years and have a 100% rating.
bonjourami
·11 months agoSellers cannot leave anything but positive fb for buyers. Go to the transaction,use the dropdown menu and select doesnt match description,explaining that the seller did not combine shipping as he promised. If the seller doesnt refund you, after the third day go back to the case and ask Ebay to step in.
bklein8888
OP11 months agoThank you!
Unfortunately my only options in the transaction are:
Buy again
Buy similar
Contact Seller
Return the item
Item has not arrived
Sell one like this
View all details
Thank you for your help - you are a lifesaver!
bonjourami
·11 months agoMost welcome, you need to use the drop down menu for not as described.
bonjourami
·11 months agoYou can also ask the seller to cancel your orders. if he does not, follow thru with the not as described case.
bklein8888
OP11 months agoI have already received the items. I get the sense that if they’re unwilling to provide a partial refund that they wouldn’t want to cancel the order and refund the whole amount + shipping.
bonjourami
·11 months agoIm sorry, I did not know you had received the items. You should be able to open doesnt match description case and explain that the seller did not combine shipping as promised.
sdneped
·11 months agoIf you follow our advice @bklein8888 and start an INAD return request, you'll also start down the path to losing your account.
Happily, as long you don't list any more than those 17 items you've sold, no one can leave you negative feedback.
Edit: typos
bonjourami
·11 months ago"If you follow our advice @bklein8888 and start an INAD return request, you'll also start down the path to losing your account."
Why would you say that? That is absolutely not true. Op is following Ebays advice on what to do when a seller does not follow thru with his combined shipping agreement with the buyer.
bonjourami
·11 months ago"If you follow our advice @bklein8888 and start an INAD return request, you'll also start down the path to losing your account."
Steps to Take:bklein8888
OP11 months agoI’d happily return the item if that was the requirement. By no means would I be looking to wrong the seller or violate policies. Remember, I’m the one that was wronged here 😉
klhmdg
·11 months ago@bklein8888
The response from @sdneped is 100% wrong.
Please ignore - you will not be on any path to losing your account.
I would like to clarify that it is true that the seller cannot send you a combined invoice until you request it from your cart. The seller has no way to send a combined invoice unless the buyer put the items in the cart and requests it through the cart.
bdmh-enterprises
·11 months agoRight, which OP DID NOT DO. The seller when quoting the combined price before the sale, would of course expect the buyer to follow procedure and request an invoice if they wanted the combined price. Rather, OP decided to just pay and "assume the seller would refund". According to one of the messages quoted the seller even shipped in two separate packages which they (or their system) would think that is what was wanted by the payment of two shipping charges.
While nobody's "losing an account", I think it's absolutely wrong to suggest OP falsely file a NAD claim when they're the one that didn't follow procedure..
alexer1
·11 months agoI don't know why you give such advice. Why open a case for non-existent reasons?
Just to get revenge on the seller?
First, you should have requested an invoice for combined shipping.
The buyer, due to his inexperience, did not know that the seller cannot send an invoice until the buyer requests it.
Why punish the seller now if he honestly sent two separate parcels? The buyer should have sent a request first, and not paid immediately.
bonjourami
·11 months ago"I don't know why you give such advice. Why open a case for non-existent reasons?
Just to get revenge on the seller?"
You are certainly entitled to your opinion, but its not my advice, its Ebays, when a seller promises combined shipping, then doesnt come thru. 'Revenge' has nothing to do with it.
bklein8888
OP11 months agoIt was the sellers responsibility to send the invoice if they knew I wanted combined shipping. I should not have to as for it. With 158k items sold, I’m pretty sure they’ve seen this more than once before.
and clearly you haven’t read this thread completely. The seller is not honoring their own commitment they made in writing. Why is that my fault?
bonanza125
·11 months agoUnfortunately you will have sellers who may not respond as quickly as buyers hope for. I would wait for the items to get into your hands. Once received and inspected if you are ok with keeping the items then send them a final message that if they do not issue you a refund of shipping cost difference as promised you will leave appropriate feedback due to the lack of action they have took. Just so you know majority of the sellers are all good. They will respond quickly and care about the customer service given.
bonjourami
·11 months ago