Should seller pay for return postage if item faulty

lovebugfamilly

Hi I bought a dress a few days before Christmas described as only worn once , it had arrived and the thread is coming away at bust and at side zip there was also an iron mark where iron was too hot I imagine and fluff and hair on it , I have taken pics straight away . I messaged seller as I want refund but she is saying she will not pay return postage as she does not believe it was Like that when she sent it so she is inferring I'm lying which pees me off no end so she is either blind or lying as I always check all items before posting . She has also asked I do not leave her neutral or negative feedback ad she does not believe faults were there before she sent it , she says iron mark is dust !!!!!! it is not , she Aldo said she bought item off eBay herself but never wore it though her listing says only worn once , I wasn't sure if because item is faulty she can refuse to cover return postage ?

chancesare_2

There is no facility in Ebay or paypal to force the seller to pay returns postage.

In view of the sellers attitude, I would open and immediately escalate a SNAD in Paypal, not Ebay, then return it via an online trackable means. You will then receive a full refund of your original payment.

I would then use the feedback and dsr system to let the seller know my displeasure with their after sales service.

whatyadoinsucka

she cannot write 'only worn once' if it was bought second hand, make sure you make that comment

timeportal

lovebugfamilly wrote: »

She has also asked I do not leave her neutral or negative feedback ad she does not believe faults were there before she sent it

That would get an immediate neg from me tbh

Crowqueen

There is no facility in Ebay or paypal to force the seller to pay returns postage.

Apparently some dispute procedures now include eBay giving buyers a pre-paid returns label to send items back.

traceya89

can someone tell me what a SNAD is?
i got a faulty item from a business seller and they will refund the £43 i paid for the item but not the £15 p and p! i am not happy and waiting their response.

LucyLocket

I think it stands for significantly not as described. HTH :-)

chancesare_2

traceya89 wrote: »

can someone tell me what a SNAD is?
i got a faulty item from a business seller and they will refund the £43 i paid for the item but not the £15 p and p! i am not happy and waiting their response.

Not as described.

Open a case but you must return it by either special delivery or courier with online tracking, otherwise you won't be covered, as it's over £41.. Add the tracking to the case, paypal will give you a full refund of your initial payment, ie £58, but not the return postage.

As they are a business seller they must outline their returns policy on the listing and they really should pay your returns postage, badger eBay to help you recoup the returns postage, they may give you a goodwill voucher.

Mark the seller down on their customer services in the Dsr and feedback .

Crowqueen

If the return postage is significant you could always send them a letter before action invoking the Distance Selling Regulations which stipulate that if the seller doesn't have legal terms and conditions on their auctions you could take them to court and win your return postage back.

Although Cyberbob says that court action isn't always successful in getting your money back, that may frighten them somewhat into giving you your legal due voluntarily. The OFT have guidelines to the DSRs here so perhaps send them a link to that pamphlet highlighting the relevant section in a cover letter or email.