eBay automatically sent return label, but it's wrong.
I received an item from a seller that was missing parts, without those parts the item is useless to me. I messaged the seller to ask for the missing part to be sent. After 4 days I received no communication with the seller so I started a return request. I checked the option for missing parts. Ebay automatically sent me a return label. I went to the post office but the post office was unable to use the label because its for USPS Priority Mail which is by airplane. The product contains a lithium ion battery and must be shipped "ground only". I once again messaged the seller telling them that the shipping label cannot be used and asked them to provide the proper shipping label so I can ship this item back. Once again, I've got no communication from the seller. Ebay states that if I don't get a response by Friday (4/5/2024) I can ask them to step in to help, but looking at the return, it looks like -I- haven't done anything on my end because I already have a return label, and it's waiting for tracking. Can I expect ebay to help out if the seller doesn't respond?
an-57470
OP2 years agoSo, I spoke to an ebay representative as this was the 4th, and the rep said "you have to wait till the 9th". I said no, I spoke to 2 reps who said they will step in on the 4th.
I made her go back and look in the chat logs.
The previous two reps used these words "Nothing to worry, you are fully protected on this, if they failed to provide a return label, we might consider to just issue you a refund.".
Words that says " we might consider to just issue you a refund" .
So I responded with "so, they are playing word games? that's pretty scummy of a company."
In the end, nothing was resolved. So, I just opened a dispute with my bank online. Within 5 minutes, the bank refunded the money and closed the case. I know that certain banks will internally just issue a refund if the dollar amount is under a certain amount, if you don't have a lot of previous disputes (I haven't had any for years). So I'm almost positive that's what happened. It's usually to keep customers happy, the bank eats the cost internally.
Ideally, I would have liked to see the seller have to respond to the dispute, as that would have forced them to actually pay attention to the fact that they didn't do what they were supposed to do, but at least I got my money back. (I guess the bank still COULD do this, as I'm only guessing)
Thanks to everyone for your help and suggestions!
an-57470
OP2 years ago@fern*wood "Shipping: Free Economy Shipping." is what the listing states. "USPS Ground Advantage" is what was used to send it.
Label that was provided for RETURN "USPS Priority Mail Return".
fern*wood
·2 years agoStumps me. When I authorize eBay to provide a return label, I know the cost to me is the same as my initial shipping label. I’ve never noticed eBay providing a label that was a different service, but with the return label service it usually doesn’t matter. They work differently with the postal service. For instance I’ve seen past posts that claim they got a 1st class label (back when we had the service) and their package weighed over the limit, but since it was a return service label, it didn’t matter. I’ve never seen your particular situation with hazard labeling involved.
an-57470
OP2 years ago@albertabrightalbertaWhile that would probably work.... It's a civil fine of $324 to $129,032. It's a risk that, is not worth taking.
39 U.S.C. 3018(c)(1)(A) – Hazardous Material
Under 39 U.S.C. 3018(c)(1)(A), the Postal Service may impose a civil penalty payable
into the Treasury of the United States on a person who knowingly mails nonmailable hazardous
materials or fails to follow postal laws on mailing hazardous materials. Currently, this civil
penalty is at least $320, but not more than $127,525 for each violation, pursuant to the
implementing regulations. The new penalty is at least $324, but not more than $129,032 for
each violation.
albertabrightalberta
·2 years agoAlthough this isn't completely kosher, I wonder if the OP can ship the return in a plain, unmarked box and attached the priority label to that.
an-57470
OP2 years ago@fern*wood It wasn't. The listing stated "Charging cable included. Battery NOT included." When I received it, it had NO charging cable but DID have the battery.
That's the problem, EBay automatically sent the return label, assuming it had NO battery because that's what the listing stated.
You can use a laptop (as a sort of quasi-desktop) without a battery... but you still need a power cable to turn it on. I skipped over MANY listings because they all said they did NOT have a charging cable. I picked this one specifically because it said it DOES.
I tried to contact the seller regarding sending a charging cable, but got NO response (I gave them a whole week). So, I thought the only way to recoup my money was to send the item back, so that's what I tried to do. Then this...
I do understand if this was just an honest mistake, the seller has thousands of products they sell weekly. Mistakes DO happen. But to give absolutely no response to a message after a whole week is unacceptable.
fern*wood
·2 years agoOkay, I didn't go back and reread the thread, but since the listing claims there was no battery included, I don't see a case for claiming it was returned with it removed. Of course it's up to you. It almost sounds like you were sent the wrong computer bundle altogether.
I can't really see ebay paying any attention to what is being sent back when prompted to supply the label---seems too involved for the automated process. Did the listing offer Priority?
an-57470
OP2 years ago@fern*woodWhat do you mean by priority? If you mean shipping. The listing had free shipping. When it was shipped to me it was sent "USPS Ground Advantage".
fern*wood
·2 years agoI was just wondering what shipping method the buyer had in the listing. Usually return labels match that.
an-57470
OP2 years agoThis type of device does not have a removable (at least not easily) battery. You have to take all the screws out of the bottom to get to it.
I'm just going to give it the one more day that the ebay CS people said. I could take the battery out, I guess... but since its not an easily removable battery and opening it up taking all the screws out. That leads to the seller saying I altered it, etc. I guess, if it comes down to that, I guess that's what I will do, but for now, I'm giving it till the 4th (tomorrow).
fern*wood
·2 years agoI get that. For some reason I thought the battery wasn’t supposed to have been included originally, so I must have read it wrong. I hope it gets figured out for you.
an-57470
OP2 years ago@nenu-5410 I thought the same thing. But the postal worker told me that I could not mail the package by air. I'm going by what they said, and you can't argue or force them to mail it. The package I received clearly states Hazmat, Ground Transport only, and was sent TO me by Ground Only.
fern*wood
·2 years agoIf your computer wasn't supposed to have a battery, can you take it out and ship?
wastingtime101
·2 years agoI had that thought - remove the battery, ship without, and include a print out of eBay messages asking seller for a Ground label and a print out of USPS regs, and a note saying if the seller wants the battery back they have to provide a Ground label.
Just didn't want the seller to report the buyer for returning the item in an altered condition.
Chances are if the seller does not provide a Ground label, eBay CS will step in when the buyer asks and find in their favor - or appeal in their favor.
wastingtime101
·2 years agoThe postal worker was correct @Anonymous .
https://www.usps.com/ship/shipping-restrictions.htm
Lithium Batteries
For domestic mailings only, small consumer-type primary lithium cells or batteries (lithium metal or lithium alloy) like those used to power cameras and flashlights are mailable domestically under certain conditions.
Lithium Batteries in Electronic Devices
If you're mailing pre-owned, damaged, or defective electronic devices containing or packaged with lithium batteries, you must send them via ground transportation; they are prohibited in air transportation.
These devices must be marked on the outer packaging with the text, "Restricted Electronic Device" and "Surface Transportation Only."
https://pe.usps.com/text/pub52/pub52c3_028.htm
nenu-5410
·2 years agoNo airline @Anonymous has ever grabbed the lithium-ion batteries out of my used phone, my used gameboy, or my used laptop before I was allowed to board.
Perhaps check up on when a lithium-ion battery can travel by air?
an-57470
OP2 years ago@pjcdn2005 None, actually. I'm kind of anti-social media.
I have a LITTLE time. So I'm going to wait until the 4th, to see what happens. Then take it from there.
By the way, thanks everyone for all your help!
an-57470
OP2 years ago@albertabrightalberta
Do you have any other suggestions? I don't use Facebook. I do have until the 15th to mail the package. As I said before 2 reps said if I don't get a response by the 4th I can ask ebay to step in, so that does give enough time. I have the transcripts saved as well for proof.
I considered just sending the item back, in a different package without the Hazard labels, but I don't think that would be wise, or even legal.
I'm still going to wait until the 4th and see what ebay can do. If nothing else, and they are unwilling to help, I can always open a case with my bank.
I couldn't even send the item back if I paid for it myself, since ebay will not recognize any other tracking number but the one provided. I see no option anywhere to provide my own tracking number.
pjcdn2005
·2 years agoDo you use Instagram or Twitter/X? eBay customer service is available there too. Or open
a facebook account just for contacting eBay.
an-57470
OP2 years ago@pjcdn2005 You hit the nail on the head. That's exactly what I was thinking. Since the system is waiting for me to take the next step, which is mailing the package using their label, if I do nothing eventually the case will close itself. I will give the seller, and ebay, the benefit of the doubt. Two ebay reps told me to wait till the 4th and I can ask them to step in. Even if that means I have to manually contact them by message or phone.
I understand that sellers, especially ones that sell lots of products every day can make a mistake. I don't mind mistakes every now and again, as long as the person who makes the mistake makes it right. So far I've had ZERO response from the seller. Beginning with when I messaged them almost a week ago now about the missing charging cord. They look like they sell thousands of products a month, so my measly $30 is probably nothing to them, but to me it's a lot.
It is the sellers mistake, and shipping it myself would cost half as much as the product. I should not have to do that. I am wiling to send it back, which is the right thing to do. But if I don't get a valid response by the 4th I'll just have to file it with my credit card company, because at that point, I don't know what other options I will have. But I'll wait till then, give them a chance at least.
an-57470
OP2 years agoTo give a little more context, the item was a used laptop. Seller stated it DID come with a charging cable, but did NOT have a battery. I was fine with that. You don't NEED a battery to use it (as it can be used as a sort of quasi-desktop computer without a battery) but you need a power cable. So I received it and it had a battery (I'm assuming since the package has the Hazmat Logo for batteries and a label that says Ground Transport Only), but NO charging cable. Because the listing for the item stated NO battery, the ebay automatic label printed for Priority Mail NOT Ground, and Priority uses Air Transport. So, I guess its half and half ebay for pushing out the wrong label and half the seller for an incorrect description.
an-57470
OP2 years agoThank you, I will just wait it out. I just get frustrated having to drive back and forth to the post office, for something that isn't my fault.
lamber9347
·2 years agoI'm currently going through a similar situation. I purchased a collectible figure listed as Brand New and 4". Received an opened 9 " figure that is scratched, scraped, and has black scuff marks all over it. Now I have to return it and am waiting for my own label. While it is rare, these things happen when purchasing online....
an-57470
OP2 years agoThank you.
I have done that, twice. Again just now.
Ebay states that the seller must provide a new shipping label and if they do not by April 4th that I can ask them to step in. I've never had a return before as I've never had any problems before, so I'm a little unsure on how it all works. I'm willing to send the item back, as I have no use for an item that has missing parts.
This really is the seller's fault, the item clearly stated that the parts were included, however when I received it, they were not. The item is useless to me without the parts. It's one of the reasons I searched and searched to find an item that DID include the part.
lamber9347
·2 years ago@Anonymous You're going to be fine, you just need to wait this out. This platform offers a money back guarantee. You opened a return case for missing parts, which counts on your side. A seller cannot simply ignore a return request and have it close in their favor. If that were the case, that's what every seller would be doing in order to win- not possible. The process has to make its way through the system. Keep in mind there are millions of transactions daily on this platform, it is all automated now. Just be patient and keep your eye on the return case. There will be a window where you can ask eBay to step in, or you may get a response by then from a rep. Best of luck to you....
pjcdn2005
·2 years agoSince a shipping label was sent to the op, is there going to be a ‘ask eBay to step in’ link? I realize that it’s the wrong label but the return system doesn’t know that and not do anything as they are waiting the item to be mailed. For example, when a seller replies that they can’t send a label such as when it is an international transaction, the ask ebay to step in link does not appear. The buyer has to contact cs if there is a problem. Two different situations but it may work the same way in both?
wastingtime101
·2 years agoThe option to ask eBay to step in should appear, but if the buyer uses that link the bots will probably close against them since they didn't ship anything. Buyer would be better off contacting CS when the option to ask eBay to step in appears then ask CS to escalate since the seller did not provide a ground shipping label that's required for hazmat.
albertabrightalberta
·2 years ago@lamber9347
The seller didn't ignore the buyer's return request. Since the buyer got a label, he MUST ship something back to the seller or he will lose the case.
@Anonymous As others have suggested, contact ebay for business through Facebook.
I don't recommend waiting it out because it will likely not close in your favor.
rfmtm
·2 years agoYou will have to contact ebay to have them send you the correct label.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
To chat or have ebay call you.
To email send a private message here:
facebook.com/eBay/
or
twitter.com/askebay