eBay seller charging £5 handling fee for returns under DSR

Gleeful

I sent them a returns request on Tuesday night by the way!

chancesare_2

If you've outlined the reasons, then ignore the seller. Escalate as soon as you can and send it back tracked......are they in the UK? Jfyi you don't need a number to return anything....they need a wake up call.

Gleeful

chancesare wrote: »

If you've outlined the reasons, then ignore the seller. Escalate as soon as you can and send it back tracked......are they in the UK? Jfyi you don't need a number to return anything....they need a wake up call.

Ebay have some sort of process where the seller needs to authorise the return. Maybe I asked for the wrong thing. I can escalate on the 20th.

the_lunatic_is_in_my_head

Someone sending 79 eBay orders a month doesn't require you to have a returns authorisation, you say "I'd like to send this back" and they say "sure no problem, please include your details with the parcel and we'll refund you in full" and none of this handling fee business, if a change of mind (that is permissible under the DSR regs, which this is) you get your full, original payment back and if not as described you get your return postage back. Anything else highlights a poor seller.

A company like Argos with possibly thousands of returns then fair enough a returns authorisation/number may help their returns dept be more efficient.

eBay does have something where you can request a return but the seller doesn't have to refund in full. The case you have opened means you get your full, original payment back. Stick with the case and follow eBay's instructions. My advice would be to return via Special Delivery or if over 1 kilo (SD jumps up in price at this point) have a look for a decent courier, I wouldn't trust Royal Mail's Recorded Delivery service with a £90 item.

Personally I wouldn't discuss anything with the seller, due to their terms you have the right to cancel within 3 months and 7 working days of receipt and they have no recourse at all through eBay/Paypal or the law, to say you've done anything wrong. You do have the option to reclaim your return postage but it may be more hassle than it's worth.

theonlywayisup

As ludovico states.....£90 should go via Special Delivery (never recorded) or a courier ensuring its insured.

Recorded only gives £46 insurance.

Gleeful

Oh yeah folks don't panic I'm going to send it back via SD!

Gleeful

I shall ignore the seller until the 20th then escalate. I'll let you know how I get on

Gleeful

Ok so two more emails while I was at work:

The seller responded to the SNAD case:

Seller's message:
'Hi I'm emailing you again as not sure if you got my other message. You can return a garment by sending us return request not opening a case against us. you have 7 days to return the jacket for whatever the reason jacket you bought is the jacket shown in the picture.'

So I replied:

Dear seller,


.ExternalClass ecx<!-- .ecxhmmessage P {padding:0px;} .ExternalClass body.ecxhmmessage {font-size:10pt;font-family:Tahoma;} Hi there

I am not happy to go through your returns process as you charge a £5 handling fee and I will not get my postage back. The item is not as described as it does not have the ribbed panels under the arms which I need.

Please advise how to return - please provide an address and any other info I need for the return. I will close the case once I have received my FULL refund of purchase price and original postage. I have been asking for 3 days for a returns authorisation which I have not yet been given.

And their reply:

Dear XXXXX,

First of all you never sent us return request, secondly our address is included in all our listings including telephone numbers. We will not accept it on the basis of a claim as it affects our power seller rating, jacket is as described.
We can agree not to charge you £5 handling fee and refund you the £4 for the postage if you close the case and send it back to us.

Gleeful

I am not closing the case, so am I ok to just send it back now?

They are talking some drivel about their powerseller status and claims, am I right? From what I can see, they are not a powerseller?

the_lunatic_is_in_my_head

I would wait until eBay tell you to send it back, as long as you follow eBay's instructions you'll get the 93.99 you originally paid back. eBay/Paypal buyer protection is very safe and your money guarnteed as long as you wait for their instruction.

Your seller is extremely poor, you tell them an item is not as described and they babble on about their PS status without a hint of an apology. Just ignore their all emails.

"We will not accept it on the basis of a claim"

They will find out the hard way that their statement is incorrect. I know you won't but again just to reiterate, don't close the case.

They might be a Powerseller but it doesn't mean much to anyone these days.