How do I file cases for items missing from my order? Only option is return, don't HAVE it!

[findingfinds888]

This is nuts. I'm a long time seller (this is NOT my selling ID) and Ive never ran into this. I ordered 27 DVDs from a seller. A very large USA seller as they have a large variety of DVDs/Blu-rays.

I got 21 DVDs/Blu-r.

There are 6 missing. I wrote to the seller and he (three days later) wrote back to say that I needed to file cases to get refunds. I don't WANT refunds, I Want my items!

So to file a case (for each item) the choices are:

Return this item : Options there are Didn't like it, Found another Cheaper, Changed my mind and SNAD. This would be for SNAD - as the 6 items are invisible and the seller didn't tell me they would be invisible. If I mark this box, then I'll be sent a shipping label. I don't HAVE the item to be able to send it back!

Or check the box for:

I didn't receive it:  We know what will happen there -- there is ONE tracking number for the whole package. So it "shows' as delivered. Case will close in sellers favor. 

There is no OPTION  to say Items missing from order.

If required I could return ALL the ITEMS I GOT. Seems pretty silly, but I could do that. But to even do that, I'd have to file a SNAD on EVERY SINGLE ITEM -- 27 SNAD claims. I assume then it would give me 27 shipping labelsd and again, there are 6 items I don't have so I can't return them!

If I call customer service, we know what will happen. They will give me the WRONG adivise, I will do as they say, and then I'm screwed.

On my selling account, I would just send my buyer the missing item. Simple. What the H### am I supposed to do as a buyer in this circumstance?

Please help!

[bonjourami]

Yes, sorry op..got confused when you said there were only twenty one items in your 'order', my bad...but you did say you dont have the item numbers for the six that are missing?

[findingfinds888]

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@reallynicestamps wrote:

Was this supposed to be ONE lot of 27 DVDs or 27 lots of one DVD each?

 If the latter, you open six separate Item Not Received Disputes in the Resolution Centre.

If the former , the Dispute is Not As Described.

After that, it's negotiation.

Also - weigh the parcel.And cross-reference the weight with the postage paid.

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No, as I did mention, its 27 dvds/ BRs, the seller had a buy 2 get 1 free offer. I put 27 in my cart, paid as one payment, the seller shipped as one box and one tracking number. Box is short 6 DVDs/ BRs.

So ALL items show as "Delivered" (of course), so can't file as Not received for those 6 items, the box was received, just not all the items were in it.

[findingfinds888]

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@bonjourami wrote:

Yes, sorry op..got confused when you said there were only twenty one items in your 'order', my bad...but you did say you dont have the item numbers for the six that are missing?

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I ordered 27 dvds. Separate listings. Seller had Buy 2 get 1 free offer. I put 27 items in my cart. Paid one payment for all. Seller shipped as one package, their invoice said 27 items.

I check off the items from my ebay page, 6 items were not in the box. I had 21 DVDs/BRs when I ordered 27.

I wrote to the seller to ask if maybe he shipped a second box for the missing items? He told me to file a case for refund. Can't file a case for refund as "item not received"  as all items show delivered, and filing as "not Received will get me an auto reply from ebay as "they show delivered, this is the tracking number -- as they all have the same tracking number.  -- must file SNAD. 

[findingfinds888]

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@bonjourami wrote:

Yes, sorry op..got confused when you said there were only twenty one items in your 'order', my bad...but you did say you dont have the item numbers for the six that are missing?

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and yes, I do have the item numbers, titles, descriptions, they are in the breakdown of the order in my purchased items in ebay. 

[tellmemama]

If you open a return request, would "missing parts or pieces" be a better fit for your situation?  Then in the explanation box you can list the titles and item numbers for the DVDs you didn't receive.  I know technically part of your order is missing but there isn't a reason on the drop down for that.

Plus with the promo the seller was running, you'd only be refunded for 4 anyway.

[scga912]

It is a SNAD.  You did receive something but not the product ordered.  You got air. 

[findingfinds888]

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@tellmemama wrote:

If you open a return request, would "missing parts or pieces" be a better fit for your situation?  Then in the explanation box you can list the titles and item numbers for the DVDs you didn't receive.  I know technically part of your order is missing but there isn't a reason on the drop down for that.

Plus with the promo the seller was running, you'd only be refunded for 4 anyway.

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yes, so that would be a SNAD (Significantly not as described). But I have to file individual cases as each item is a separate listing, just a combined payment and combined shipping from the seller. So I'll have to file 6 SNAD claims. I don't know what to put in the explanation, I guess 'Missing parts' would fit since they don't have as "received invisible items" as an option.

I wish ebay did have a "combined purchases missing items" reason and let me list all 6 missing items.  I'll just file the 6 cases.

[scga912]

This is the screenshot for the Return This Item choice.

[findingfinds888]

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tellmemama wrote:

Plus with the promo the seller was running, you'd only be refunded for 4 anyway.

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Actually no. If you buy 3 items as buy 2 get 1 free, and you pay $3.00 each, you pay $6.00 but the items show up in your receipt and on your purchased item list as you having paid $2.00 each for the items.

Ebay, smartly, does this so no item is unreturnable  -- so a seller can't say, that was a 'free' item so I'm not refunding for it. 

[findingfinds888]

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@scga912 wrote:

This is the screenshot for the Return This Item choice.

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Could use Defective too... as the invisible ones don't play. Or it doesn't match description, as... its air and the seller didn't sell me air.

[hioctane62]

With buyers having to go through this kind of confusing garbage, it's no wonder customers are not shopping here.

Also... If this seller is as big as you say, with over 300k listings, you are most definitely NOT the only one this has happened to. With their buy 2 get 1 free promo, I would suspect it happens regularly, as in they are constantly issuing refunds... but only to the buyers who don't get frustrated with eBay's system and just go away. And ebay LOVES and PROMOTES sellers like this.

Ebay has had a reputation problem for several years and all they do is continue to make it worse.

[tonf-21]

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@findingfinds888 wrote:

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@fern*wood wrote:

My guess is the seller is out of stock on those and didn't want to cancel that way.  So, they would rather you file not as described cases for the missing ones, so they can just refund and not get defects.   I highly doubt they want the ones you got back, but it is a tricky situation.

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So I should file SNAD claims on the 6 missing items. And if ebay auto sends me a shipping label... then what? Send what I got -- invisible dvds?

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Wouldn't be the first time a buyer sent back an empty box, keep in mind you will likely be issued SIX individual labels.

[nc-daydreamer]

@findingfinds888 

What a complicated predicament! Sorry this happened, but none of us are mind readers (I guess) so we would be clueless as to even guess as to why or what happened on the seller's side of it. 

I am also presuming that you don't want to return any of them, that you are otherwise happy with what you got, right? It makes no obvious sense to give up 21 for 6. 

Also I am guessing that all 27 of them were separate item numbers right - or was this one of those invalid transactions where the seller listed titles and you selected from the list under one item number? Consider that if you have individual item numbers and paid through PayPal you may have more options. Call them if you can before contacting the seller again. However, If this was a choice listing, you have lost your MBG - so get what you can and call eBay to report if needed in an attempt to stop this seller from continuing to sell from not allowed listings like that.

I imagine when you notified the seller that you advised that you were happy and had no desire to create any issues about it, but would like the missing items? You say they offered a partial refund? Or full upon return? I know returning all might not be your first choice, but if you do - send back with tracking - that's important, or you will lose any chance of resolving this! 

That might be the best they can do for you as they may not have the other titles to send. With the item numbers in hand, it would not be a huge effort for the seller to refund each missing title through Paypal - one by one. If one price was paid for postage, then I'd not expect a buck or two refunded for that (I'd let that go) - but if charged individually, then yes, that amount should be refunded - in my opinion.

I'd consider accepting whatever solution offered and shopping elsewhere to replace titles. Or just forget about the missing items and put the whole experience behind you and move on. Stress is not worth it. Put this seller on your BBL if you sell items yourself. 

I hope you the best... 

[edwedw8383]

What would I say

If I was eBay?

Can buyers initiate a single return for more than one item?
No. Unless they were purchased as part of a multi-quantity item, buyers must initiate a return for each item individually.

https://pages.ebay.com/seller-center/service-and-payments/returns.html#m22_tb_a1__8

[findingfinds888]

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@nc-daydreamer wrote:

@findingfinds888 

What a complicated predicament! Sorry this happened, but none of us are mind readers (I guess) so we would be clueless as to even guess as to why or what happened on the seller's side of it. 

I am also presuming that you don't want to return any of them, that you are otherwise happy with what you got, right? It makes no obvious sense to give up 21 for 6. 

Also I am guessing that all 27 of them were separate item numbers right - or was this one of those invalid transactions where the seller listed titles and you selected from the list under one item number? Consider that if you have individual item numbers and paid through PayPal you may have more options. Call them if you can before contacting the seller again. However, If this was a choice listing, you have lost your MBG - so get what you can and call eBay to report if needed in an attempt to stop this seller from continuing to sell from not allowed listings like that.

I imagine when you notified the seller that you advised that you were happy and had no desire to create any issues about it, but would like the missing items? You say they offered a partial refund? Or full upon return? I know returning all might not be your first choice, but if you do - send back with tracking - that's important, or you will lose any chance of resolving this! 

That might be the best they can do for you as they may not have the other titles to send. With the item numbers in hand, it would not be a huge effort for the seller to refund each missing title through Paypal - one by one. If one price was paid for postage, then I'd not expect a buck or two refunded for that (I'd let that go) - but if charged individually, then yes, that amount should be refunded - in my opinion.

I'd consider accepting whatever solution offered and shopping elsewhere to replace titles. Or just forget about the missing items and put the whole experience behind you and move on. Stress is not worth it. Put this seller on your BBL if you sell items yourself. 

I hope you the best... 

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Not sold as a lot, no. The seller has over 30,000 dvd/BR for sale, so it makes for a great selection to fill in movies that I've been looking for. And no, big sellers are not necessarily bad, I found another seller about the same size and bought from them with no hiccups at all.

So this was individual listings, BINS, free shipping, good sale. But no, missing 6 titles, I want the money back or the items. I don't buy lightly. This grandma can't hike anymore, lucky to manage the cane / walker to get to the mailbox. Cable tv su@ks and Netflix gets boring. I want the movies I ordered.

I don't know how they managed to not ship 6 movies. Thats a big hunk out of an order of 27. I can see someone missing one, but 6? If I shorted a buyer 6 items out of 27 on my selling account I'd have one ticked off customer who wants their beads and how dare I mess up their project timeline! (And rightly so!)

So its individual listings/items, slowly added to my cart over 3 days of looking up synopis & ratings and finding the ones I wanted. Paid in one payment and supposed to be shipped in one box. There is only one tracking number.

So I'll have to file 6 cases. Ridiculous. This kind of thing just discourages buyers, I'd never make a buyer do that.

So I'm off to file 6 cases, then wait the 3 days or whatever, then hope the seller will either ship or refund. And I don't want to burn this seller, I love scary ghosty movies and this is the first large seller that has a good selection of scary movies. I'd like to be able to buy from them again,. but we'll see how they handle this. Sigh.

Thanks all for all the help, with multiple item orders encouraged by ebay with their "buy XX and get X free" you'd think they'd have an easy way for buyers to file a case on missing items. heck, I've run a ":buy 4 and get 1 free" on my store and may do it again later this summer, it pulled in good sales.

Sigh. Again, thank you all.

And NO I do NOT want to return the ones I got! Yiks!  They do look great, great xcovers and no sneaky "disc only" line slipped into the discription and you don't notice it untill you buy. Hate sellers like that!