Seller Refusing to Pay for Return Shipping, hiding real return policy in description

[glitched_closet]

Ordered a grill a while back, but ended up deciding on returning it since the listing explicitly states 30 day free returns where the seller is liable for the cost of return shipping. The seller initially refused stating that they added it in their description (which was hidden all the way at the bottom, and you had to click a pop up to find it, written in grey font), but then continued to ignore my messages stating that my refund will have a $299 deduction when the grill itself cost $296 and continuing to schedule a pickup date.

Even after sending message after message stating that I will not be returning unless they confirm that they'll be covering the cost of return shipping and to wait for eBay to settle the dispute, they kept replying like a bot with a scheduled pickup confirmation and documentation set for Monday. eBay says they can't step in untill Thursday and it feels like this seller is explicitly trying to schedule it before as a way of forcing me to panic and just cancel the return. I have no idea what to do next other than ignore the pickup drivers but would appreciate any advice or if there's anyway to escalate this before the 3 business days.

[albertabrightalberta]

The seller's 30 day free return policy trumps whatever might be written in the description. Sellers with a return policy MUST take the return for any reason or for no reason. 

If it's within 30 days, you need to open a return request and the seller will have to supply the return shipping label. (You don't need to get the seller's assurance that they'll accept it. They don't have a choice.)

If the seller doesn't supply the return shipping label for you to send it back, go back to the request on day 4 and ask ebay to step in. 

You need to understand that in order to win this case, the return request has to be done through the order and NOT through messages. 

ETA: Under no circumstances should you close the return request. If you do so, you'll lose your leverage and won't be able to reopen the case. 

[wastingtime101]

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@glitched_closet wrote:

they kept replying like a bot with a scheduled pickup confirmation and documentation set for Monday. eBay says they can't step in untill Thursday and it feels like this seller is explicitly trying to schedule it before as a way of forcing me to panic and just cancel the return. I have no idea what to do next other than ignore the pickup drivers but would appreciate any advice or if there's anyway to escalate this before the 3 business days.

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Can you expand on that @glitched_closet ? It sounds like the seller made return arrangements by setting up a call tag with the carrier (like UPS) to pick up the package with a prepaid label.

If that's what they did, you can hand over the item to the carrier, but make sure you get a photo of the label with the tracking so you can provide it to eBay customer service and ask them to add it to the claim for you as proof you returned the item.

[glitched_closet]

It’s not a regular courier but they chose a random freight company pickup called R&L?, but the issue is they’ve been saying that they’re going to deduct $299 from my refund for the return, when the order itself was $296 (box has not been opened since delivery). I don’t know if I should continue with the return pickup or somehow shoo off the people picking up till eBay says something.

[house*of*paws]

Hi @glitched_closet 

EITHER wait until 3 business days have passed so you can ask eBay to step in … OR plan on asking your credit card company for the remainder of your refund (if the seller withholds any money from it).

[kalyoth]

Having opened a return request with ebay - the seller is required to provide you with either a prepaid shipping label (normally USPS within the US as domestic country) or provide the funds via Paypal to cover the exact shipping cost overseas when a label is not available. I would repackage the item in preparation for shipping. I would then, if you have a return address, go to USPS & obtain a shipping quote for the lowest cost, traceable service available on the item & message that quote, with the dimensions & weight, to the seller as part of the case massages so it is on file. Then, if ebay has not given you a return label, as the seller provides free returns, you will need to escalate into a case. Do not worry about a random carrier coming to you. Do not hand over the merchandise to them. That is not ebay's policy.