How could a return for refund go so wrong?

[uncle_penny_bags]

I’m having a horrific time getting a seller to pay for return shipping for shipping me an item completely wrong from what I ordered.

To add miserably... the non-eBay representative (that is to say contacting a representative directly) way of requesting a return for refund is partially at fault.

Follow my path ... reference pictures attached. 

This is what I ordered Color A06

This is what I was shipped....which is Color A07...completely not what I wanted.

I let the Seller know through regular eBay messaging including the pictures......No reply from the Seller.

I begin the automated procedure process of requesting a return and refund. Mind you I’m wanting the Seller to pay for return shipping as it was their error. 

Here is my starting point.....notice what I selected....”that wasn’t as described” 

Next webpage below....it does mention that the Seller does not take returns but you can still ask for a refund. In which case, I say sure.......(also notice the eBay money back guarantee if I have a problem with the Seller)

Here is where the I get ripped off by the eBay process....as you will see, there are only 4 selections, none of which clearly state that the item “wasn’t as described” there is no 5th selection. So in order for me to proceed in the process, it is in my mind, I have to select something and so the first 3 choices were obviously not applicable. This left me with only choice that “may” come close to “wasn’t as described” is the 4th choice “just didn’t like it”...... now remember I want the Seller to pay for return shipping, the Seller sending me the wrong item is their fault.

So I finish out the procedure....nothing is mentioned for me to request that the Seller should pay for the return shipping. So I wait. I finally contact and talk to a EBay Representative.... and explain the automated procedure process for return and refund I had gone through. I reiterated the Seller at fault and should pay for the return shipping. 

I am then told.... I won’t be getting a return shipping label from the Seller because I selected “just didn’t like it” which is the same as saying Buyer’s Remorse!! How could I remorse an item I did not order??

That I would have to pay for shipping it back. (Not to mention back to China which are problems in communications and shipping logistics in itself.)

I was then told by the Representative that I should have called and opened the return case with them instead of the automated procedure process in order to claim that the Seller should pay for the return shipping, and it is the Representative that can only achieve that...... WOW!

The automated return refund procedure process is faulty and needs to include a 5th selection “Wasn’t As Described” which would have the Seller pay for return shipping.

On top of that.... because I selected “just didn’t like it” ... the eBay money back guarantee is null and void!!

It also turns out if I close the case and think I can call and open a new case to get the Seller to pay for return shipping, directly with Representative. That is no longer an option.

Im presently in some kind of 5 day hold, even though because of my return selection, eBay cannot and will not force the Seller to pay for the return shipping.

How could a return for refund go so wrong? When the Seller is at fault!

uncle_penny_bags

[nobody*s_perfect]

There IS a procedure for filing a case for item not as described, in the Resolution center, which you should have followed instead of requesting a return with a seller who doesn't offer returns. 

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[uncle_penny_bags]

Greetings,

So, I have closed the case on my end....will I be able to go to the resolution center after the 5 day hold period is over and put in a new claim?

Sincerely

[no_zero369]

@uncle_penny_bags 

NO!  You just messed up!

You get one bite at the MBG apple so to speak and once you close a case, you are done, finished, over.  Sorry.  You can not open another case.  Sorry you didn't wait for advice before acting but we often see buyers who "think" they are doing the right  things and mess up and lose MBG protection.

You "could" try appealing your case, but usually that doesn't work.  Try putting together a detailed note and sending it via FB and see if they will reopen or give a courtesy refund.

If you used PayPal in the transaction you have 180 days to file a case of Not As Described (NAD) there.  BUT you will have to pay the return shipping.

Otherwise you are stuck with a chargeback with your CC company.

Sorry for this situation.  Let us help you next time, ok?

[uncle_penny_bags · Accepted solution]

Greetings 

Thanks for your reply and advice.

Sincerely

[uncle_penny_bags]

Greetings,

If I may.....

I understand  about using the Resolution Center now.

But let me go back to something for one moment....(no personal info is included) see attached screenshots.

Below is the menu the following menu

The next menu below is where I got to when I selected the above “I received an item that wasn’t as described”.....disregard the Seller does not accept returns for the purposes of my observation.

The menu below, is more appropriate to go with the selection above “I need to return an item” 

My selection “I received an item that wasn’t as described” did not mention or take me to anything about going to the Resolution Center instead, such as a link to the Resolution Center etc.

It seems confusing or not enough prompting or emphasis to go to the Resolution Center to address “I received an item that wasn’t as described”

The Return item menu below makes one believe that you are on the path to addressing....”I received an item that wasn’t as described”.

In my own opinion, I think EBay should review this flow in the procedure and make a clearer distinction.

Stay Safe Stay Healthy 

[no_zero369]

@uncle_penny_bags 

Um, er, ah.  I think if you selected the item not as described (NAD) option, as shown in the first screen shot, there is no way you would see that second screen.  ALL of those items on the second screen are what are called "remorse" reasons.

Yes, a seller that has a "no returns" policy is free to reject any return that is for a "remorse" reason.  Now that said, any seller with ANY kind of returns policy HAS TO accept a return (or at least refund) IF the buyer selects NAD as the reason for returns.  So the sequence you report is "interesting" to say the least.

So that explanation is why I suspect somewhere in the process the wrong reason was selected, a remorse reason and the seller rejected the return.    It is "possible" that there was a glitch in the system that took you from NAD to remorse reasons, but I have no idea how you would prove that and strongly suspect eBay wouldn't believe there was a glitch and help you out.

I mean you can "try" if you have the time and are willing to take 'no' for an answer.  Focus on the NAD issue and beg forgiveness for being all thumbs and selecting the wrong reasons for the return.  Show the listing picture and just a picture of what was received. Apologize profusely for mistakes made and ask if they can reopen the case as a proper NAD case or issue a courtesy refund.  That is all you can do at eBay, it "might" work but experience suggest a slim chance.

Then I gave you examples of PP or CC steps you could take.  So, I hope something works out for you and you aren't just left with a "learning experience' and tuition paid for such!

Good luck!

[ronsam-197]

Imho once you say it wasn't as described you shouldn't even be asked WHY you're returning it. You've already stated why. It's SNAD.

Even if a seller has no returns, that doesn't override a SNAD claim.

[ra_201044]

@no_zero369 

The first screenshot looks like it's from the 'contact seller' page from the item page. IF they selected not as described, and the seller has no returns, I wonder if they are taken to the wrong place?

But I'd bet they can open a SNAD from the resolution center - there was another post yesterday or today that someone requested a return, it was denied(remorse), and then ended up filing a SNAD, and it went through. 

Don't remember where I saw it though ........

Worth a shot for the OP to try, anyway.

[uncle_penny_bags]

Some Enlightenment for myself.....

The Return item menu is limited to those 4 choices and shown ONLY when the Seller does not take Returns .... 

If the Seller takes Returns then the Return item menu is extendable for more selections... and of course it would have the selection “Wrong item sent” I would have used if it was returnable.

Follow the path on an item.....(pictures do not contain personal info)


Next window for a Returnable item....notice “Show more”. I did not get that option for the no Returns shirt. Just the shortened selections of 4.

For me now, it now narrows it down to the stated words being used which were the problem for me...”but you can still send a request for a return” 

leave those words out completely and I would have accepted that there are no returns period.

But including those words gave me the “fighting chance” to continue through the Return item process. 

Those words would be valid if there was additional wording as to how that can be achieved, and not by continuing on the Return item path. 

”but you can still send a request for a return” should probably be followed by a link elsewhere for the “send a request” to who to what, what format?....

In my opinion, those words are misleading.

 

[kensgiftshop]

@uncle_penny_bags 

When you receive an item that isn't as the seller described, don't use the return options.

Go to the Resolution Center at the bottom of most pages and select, the item doesn't match the description.

The seller will have 3 days to accept the return and pay return shipping or just refund without returning.

If they don't, return to the case on day 4 and ask Ebay to step in.

You might try and see if the system will let you open another case.

[be_4101]

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@uncle_penny_bags wrote:

The Return item menu below makes one believe that you are on the path to addressing....”I received an item that wasn’t as described”.

---

If you have another no returns purchase you can pretend to start a not as described on @uncle_penny_bags try these URLs instead to see if it adds the "Show more" to that abbreviation of the actual full list of reasons for return:

http://returns.ebay.com/Return/ReturnViewSelectedItem?
forceRequest=1&itemId=[12-digits]&transactionId=[13-digits]
https://www.ebay.com/rtn/Return/ReturnViewSelectedItem?itemId=[12-digits]&transactionId=[13-digits]

Perhaps the reps have the forceRequest enabled when they help you start a return.

[techy_1]

BE CAREFUL!!!  DO NOT choose "Didn't Fit"  because that selection I was told by a seller will automatically trigger an unauthorized charge onto your credit card for a return label without your pre authorization to eBay. The rub is.. that eBay will without question ONLY if challenged will quickly return the bogus charge back to your credit card. This as far as I am concerned is a nothing short of a phishing scam to try and recoup shipping cost use ZERO reasoning and eBay knows it. My charge for a shipping label showed up on my card way after the seller made good on their mistake and returned me a full refund for a totally legitimate return acknowledging their incorrect parts fitment chart. I would have missed the return shipping label charge if PayPal didn't send me the notification. so beware of this scam.

[be_4101]

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@techy_1 wrote:

BE CAREFUL!!!  DO NOT choose "Didn't Fit"  because that selection I was told by a seller will automatically trigger an unauthorized charge onto your credit card for a return label without your pre authorization to eBay.

My charge for a shipping label showed up on my card way after the seller made good on their mistake

I would have missed the return shipping label charge if PayPal didn't send me the notification. so beware of this scam.

---

Nope, it's not unauthorized because you have to agree to pay before you can buy that remorse return label.

And then weeks later, that charge for the return label appears on your next monthly card statement.

[netwizz760]

Actually, if you choose doesn't fit, it will offer you an opportunity to BUY a label, but it will not charge you unless you agree to pay for the label.

In your case, doesn't fit would be buyer's remorse, and the seller does not have to accept it.

Unfortunately, if you chose the wrong option, you cannot go back and fix it later, and I think that is what happened here.  You can reach out to ebay and have them fix it, reach out to PayPal, reach out to your Credit Card, file a BBB case, or write the seller.

There are still many ways to get this fixed.  I would start with the seller and if they will not answer reach out to eBay and try to be more assertive.  If not, I would go to PayPal next because they have worked with eBay for a long time and could easily open a review case.  Clearly not as described is what you received, and therefore you do not like it.

I really think eBay should ask buyer's questions to narrow down if an item is actually not as described.  For example, if a buyer says "doesn't fit" ask if the seller sent the correct size or did you order the improper size?

If you say you do not like it, ask if there is an actual problem with it or if you just want to do a return anyway.