Damaged item

[mu-l741]

Hi,

I've got an issue with a seller. I bought an item and received it as damaged. I have opened a case and the seller want me to return the item by standard post.

My local pozt office cannot ship long items and I have informed the seller of same. I have proposed him to send it back by courrier but not willing to reinburse me the cost of the shipping.

The problem is I don't have an option to ask ebay to step in , as I click on 'ask ebay to step in'  I am aytomayically directed to a page where it says return the item.

How do I get ebay to step in please?

[missjen831]

Has the return been officially approved? 

[mu-l741]

It has been approved. Ye ebay but we cannot work out the mode of shipping since cost is an issue.

[tenbigdogs]

Hi @mu-l741,  You're registered on eBay-US, but located in Mauritius.   Where is the seller?   No matter where they're located, when a buyer receives a damaged item, the seller is supposed to pay the return shipping.  

If eBay has already instructed that the item be returned, it should have instructed the seller to send you a pre-paid return shipping label.  If you're having a problem making that happen, contact eBay customer service and explain to them that the seller wants you to pay return shipping.  They should make the seller send you a pre-paid label.  If they don't, or if they tell you anything besides what I just said, please post back. 

You can contact eBay customer service by Skype, or on Facebook or Twitter.  Do not post any personal information on Facebook or Twitter.  Just tell them the seller is giving you a problem with a return and they'll message you for the details.  Good luck! 

Facebook.com/eBay or Twitter.com/AskeBay

[mu-l741]

T

[mu-l741]

Thank you for the reply. No shipping labelled was sent since they told me they cannot do it.

I will contact ebay via Facebook.

[flyerfandan999]

Question:  Was the item delivered to you by your local Post Office?  If delivered by your local PO, the Seller is probably having difficulty understanding why the local PO could deliver a long item yet it cannot send out a long item.  Frankly, if I were the Seller, I would have difficuty believing that.

Or was it delivered by other means?  If so, then it's not surprising you would want to send it back the same way it came, given that the local PO cannot handle the return shipment.

It is my understanding that, in cases of a damaged item being returned to an International Seller and where Seller has no way to supply you with a pre-paid label, Seller is required by eBay to pay you the money needed for you to send the item back to the Seller.  If the Seller does not pay you for the label, then when the required waiting period is up, and you contact eBay to step in, you will be refunded in full, and since the Seller did not pay you what was necessary for you to return the item, you get to keep the item since in a manner of speaking, the Seller has "abandoned" the item by not doing what is necessary to get it back.

[tenbigdogs · Accepted solution]

@mu-l741, As pointed out, if the seller is unable to send a pre-paid label because they are in another country, they should send you the money beforehand so you can buy a label to send it back.  Don't believe it if you are told they will give you the money after you send it. eBay has no way to make a seller reimburse for the label if the buyer pays for it with their own money.  Again, good luck!

[mu-l741]

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@tenbigdogswrote:

@mu-l741, As pointed out, if the seller is unable to send a pre-paid label because they are in another country, they should send you the money beforehand so you can buy a label to send it back.  Don't believe it if you are told they will give you the money after you send it. eBay has no way to make a seller reimburse for the label if the buyer pays for it with their own money.  Again, good luck!

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@tenbigdogswrote:

@mu-l741, As pointed out, if the seller is unable to send a pre-paid label because they are in another country, they should send you the money beforehand so you can buy a label to send it back.  Don't believe it if you are told they will give you the money after you send it. eBay has no way to make a seller reimburse for the label if the buyer pays for it with their own money.  Again, good luck!

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Thank you all for the feed back.

During conversation with the seller, he infprmed me that he cannot process any refund if he doesn't received the item and he informed ebay that he will pay me back the standard postage and he is not accepting courrier.

I told the seller that I made the item availaible for pick up as he could hire a courrier company to pick up the item and he could proceed with the payment of the company where he was based and also informed him the courrier companies availaible in my country.

[lintbrush*]

Did the seller ship the item directly to you? 

While sellers cannot buy international labels, they are responsible for providing you with return shipping - as long as it is to the address that was provided when you purchased the item.

If they cannot provide a return label, they are supposed to provide the monies up front.  There are some unscrupulous sellers who tell you they'll reimburse you after the fact, but there is no way that eBay can enforce that if the seller doesn't perform.

[tenbigdogs]

Hi @mu-l741, What do you mean by "courier"?  Do you mean a courier such as Fed Ex or DHL?   In the US courier often means the most expensive way of sending anything, by private courier.  If you just mean Fed Ex or DHL, that's another story.  Have you checked out the difference in cost between the shipping options?  How big a difference is there?  Does the courier deliver to the seller's country?  What country is the seller in?  Please answer that.   Good luck!

[mu-l741]

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@tenbigdogswrote:

Hi @mu-l741, What do you mean by "courier"?  Do you mean a courier such as Fed Ex or DHL?   In the US courier often means the most expensive way of sending anything, by private courier.  If you just mean Fed Ex or DHL, that's another story.  Have you checked out the difference in cost between the shipping options?  How big a difference is there?  Does the courier deliver to the seller's country?  What country is the seller in?  Please answer that.   Good luck!

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Yes Fed Ex or DHL. To ship a rod 6ft in length it would cost about $190. The standard post does not accept such long items. The seller is in the U.S and both courrier services operates in the U.S

[missjen831]

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@mu-l741wrote:

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@tenbigdogswrote:

Hi @mu-l741, What do you mean by "courier"?  Do you mean a courier such as Fed Ex or DHL?   In the US courier often means the most expensive way of sending anything, by private courier.  If you just mean Fed Ex or DHL, that's another story.  Have you checked out the difference in cost between the shipping options?  How big a difference is there?  Does the courier deliver to the seller's country?  What country is the seller in?  Please answer that.   Good luck!

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Yes Fed Ex or DHL. To ship a rod 6ft in length it would cost about $190. The standard post does not accept such long items. The seller is in the U.S and both courrier services operates in the U.S

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Did the seller ship the item to you in Mauritius? Or did he ship it to a US address. We have fedex and dhl here but the seller may not be able to arrange pickup in your country. 

[mu-l741]

It was shipped to my address in Mauritius

[chrysylys]

What six foot rod?  I believe you can post the item number and description so we can see better what is involved.