How should I handle this as a buyer?

[enterecho]

I recently purchased an item was advertised as brand new. The item arrived 2 days ago, I unboxed it and saw smudgy fingerprints as well as dust and scratches around the body of the system itself. They clearly sent me a used item sold as brand new, the system's serial number is completely different from the one posted in the listing! They accepted the return request, told me to send it to an alternate address not listed on the returns case. I told him to get an address update or else I will send it to the address as listed so to avoid him trying to bargain or say that I didn't send the item. To comply with the regulations of my city, I have to remove the lithium battery inside the console before sending it back to him, he says it's not fair. But he's the one who sent me a used item in the first place. If I send the item accordingly as-is to his original address, will I be able to get my refund? I feel like this guy will do whatever it takes to keep his money and not refund me.

[ds-money · Accepted solution]

You need to return it to the address on file with eBay for returns or you will not covered. I would open a not as described case and at that point it should ask if you want a refund, replacement etc. As for removing the battery if the shipper would not accept it then it had to be done (especially if it is the Post Office).

[7606dennis]

You will need to request a return using the Not as Described  reason.  The seller will then be required to pay the return shipping and refund when they receive the returned item.

[cecilyalexander]

As mentioned, open a Not As Described Case. The seller will have to supply a return label. Print the label and use it to return item to seller. Once tracking shows Delivered, the seller has 48 hours to refund you. If he doesn't refund, after 48 hours ask eBay to step in. 

I wouldn't communicate with the seller beyond this. If you do, Keep all communications in the case.

If you opened the wrong return case in eBay, you can open a Not As Described case in Paypal, but Paypal doesn't require the seller to provide a label. 

Good luck. Let us know if you have any questions. 

[*coins]

Hi, @enterecho. Open a SNAD return case and you should get a return shipping label provided to you. Send the item to the address on the label...doesn't matter if it is different than the return address or not. Send back whatever you can. If lithium batteries are not allowed, then tell the seller you are not legally allowed to send that. After it gets delivered, the seller should refund you. If not, ask eBay to step in and they will give you a full refund.
Good luck!

[enterecho]

I opened my case under "wrong item sent" in this case, should I simply close the case and reopen a new case under "not as described"? Also, the seller can't provide me a return label because it is an international shipment...

[*coins]

Whatever you do, do not close the return. You would not be able to open a new one. I'm not sure what would happen since I have never returned an item internationally. If you have the option to 'ask eBay to step in' now, do that. They may issue a courtesy refund. Or you can wait until you see that option. It comes up a while after you open the return.

[enterecho]

The seller has already accepted my return and I am expected to send this back by Feb 15, but the problem now is that he would like me to send the item to a different address. He claims to have called eBay and says that the address wouldn't update. I'm unsure if I should ship to the one addressed on the case or if I should send the item to his alternate address. I'm concerned that I can't get my refund back. I don't want to keep an item that I paid brand new for but instead received it as used 😕

[ja-2149]

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@enterecho wrote:

The seller has already accepted my return and I am expected to send this back by Feb 15, but the problem now is that he would like me to send the item to a different address. He claims to have called eBay and says that the address wouldn't update. I'm unsure if I should ship to the one addressed on the case or if I should send the item to his alternate address. I'm concerned that I can't get my refund back.

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You @enterecho can return the item to any address that eBay Customer Support can verify in writing on the returns page or in eBay Messages (not outside email) from the seller.

But the issue now is you need to call eBay (eBay HK might be able to help) or Facebook or Twitter to escalate your return request: Simply explain that your seller cannot provide a return label. DO NOT BELIEVE ANY PROMISE THAT YOU WILL BE REIMBURSED IF YOU BUY THE RETURN SHIPPING FIRST.

eBay will put the escalated case on hold for 5 days for your seller to either 1. Provide a prepaid return label, 2. Send cash via PayPal for return shipping, or 3. Refund without a return. Otherwise, eBay will force a refund without return after 5 days.

[cecilyalexander]

I think that wrong item sent is considered a not as described case. But, yes, since it's an international sale, you need to escalate the case to get the seller to send money for return shipping. Call eBay to escalate. Follow the case instructions. Be sure to upload tracking number to the case when you get one. 

[poanann_0]

As to the battery...

I am guessing you would have expected the unit to arrive without a battery too?

That having been said I would think it fair you play fair.

[a_c_green]

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@poanann_0 wrote:

As to the battery...

I am guessing you would have expected the unit to arrive without a battery too?

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If the battery is installed in the device then it can be shipped. The restrictions apply to batteries shipped in bulk. 

Having said that, though... the battery question is the least of your worries here. Focus on getting refunded for the purchase-gone-bad, either with or without returning the unit.

[enterecho]

Different regulations. My city's regulations require removal of lithium batteries inside electronic devices. All packages go through x-ray screening and scanning, If I was able to ship the unit back as-is with the battery still installed it would be good as I have no use for a loose battery anyways. Anyhow. I will call ebay and see what I can do. Thanks for the help everyone!