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!

[chinohighcowboys1963]

What you need to do is go to the Resolution Center and open a case for ITEM NOT AS DESCRIBED.  Seller must pay return shipping for the items you did receive.  If seller refuses to supply a return label, then four days after opening the case, go back into the details and ask eBay to help.  They will see to it you are refunded, and might even tell you that you can keep the items.

 There is no way EBay can force the seller to send you the missing items.  They can just guarantee that if you don't  get the item you paid for, you get your money back.

 Have you read the guarantee?

 After you get your refund, you can buy the item,( items), elsewhere.

[bonjourami]

So there were 21 separate, individual orders, but he shipped them all together with one tracking # ?

[fern*wood]

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.

[findingfinds888]

27 items all added to the Cart, then paid as one payment and all 27 shipped as one package with one tracking number.

[findingfinds888]

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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?

[findingfinds888]

In the case (I haven't filed a case on a seller in many years...) is there an option for a What do you Want the seller to do? Refund.... or Replace?

If there is an option, then I could choose Replace....? But then I'd still have to send something back if the seller (they have over 500,000 fb and over 100,000 items listed.. ) , is on automatic ebay case solutions. It may be so automatic that the seller justs lets ebay handle it...

[findingfinds888]

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@findingfinds888 wrote:

27 items all added to the Cart, then paid as one payment and all 27 shipped as one package with one tracking number.

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Correcting my own comment: the Order is then for 27 items, but I only got 21 items in the package. Part of the reason I wrote to the seller direct is thinking maybe they shipped the others in a different box & neglected to change the tracking number on those 6 items. But in the sellers response (hey, a 3 day wait for a response is actually pretty darn good for a seller with around 100,000 items for sale... ) they didn't mention any other shipment for the order, just to file a case.

[coffeebean832]

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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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If you file a SNAD on the entire order I'm going to guess- based on their previous message to you- that the seller will offer you a partial refund to cover the 6 missing items.

However you should be able to file a SNAD on the six individual items and the seller may refund you without requiring a return. You won't know the seller's response until you file.

[bonjourami]

But the op did not get those six items, so how can he file a snad on them? I hope Im understanding that right. Op, I think the only thing you can do is file a snad on the whole order and return them all..the seller may then offer you a partial refund..doesnt sound like hes going to replace them..probably doesnt have them.

[findingfinds888]

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@bonjourami wrote:

But the op did not get those six items, so how can he file a snad on them? I hope Im understanding that right. Op, I think the only thing you can do is file a snad on the whole order and return them all..the seller may then offer you a partial refund..doesnt sound like hes going to replace them..probably doesnt have them.

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I haven't checked every one of the missing items, but I know a couple have multiples, like 4 copies available, and some don't show any copies, so the Buy-It-Now button is missing (listing still active). So I'm sure the seller, with that kind of a size of business, can't try to send some and then refund others, its just too convulted for a company that big. (I double checked, they have over 300,000 listings... )

[findingfinds888]

I guess I'm going to try to do a SNAD, filing a "Item not received" will only create an auto message that the package shows delivered. Sigh...

[bonjourami]

Yes for sure...good luck..let us know..

[findingfinds888]

You know... there is no option to file a SNAD on an entire order of mulitple items -- not if they are individual listings but paid together. You have to file individual cases.  One case for each item.

[reallynicestamps]

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.