Received item SNAD - Seller Accusing me of fraud - Please Help!

AnotherSally_2

I recently bought a cover for a chair bed from a private seller on eBay. The item was listed as new without labels and I paid for it on a pay it now. The listing did say returns not accepted.

When the cover arrived on Friday it was immediately apparent the item is not new. It is generally dirty, covered in hairs and has a number of stains, one which looks suspiciously like bodily fluids. It's not something you'd want on your bed.

I immediately emailed the seller who has accused me of fraud and deliberately wrecking the item for my own gain. She initially offered to refund less postage (telling me to try claiming for that against the courier). She has since sent a number of ranty messages telling me I will have to pay for the damage she alleges I've caused.

She also says she won't accept the return and I should learn to read the listing.

Surely she can't refuse a return when it's not described, though? Can she?

It's been ages since I've had any problems with eBay. I'm sure in the past I've raised a paypal dispute and they've handled it. This time paypal have sent me back from ebay's resolution centre, which seems to be suggesting we resolve this between us. The seller has sent multiple messages through the resolution centre, mainly becoming more accusatory each time.

I can't see a function to escalate the claim. Is this right?

If I send the item back by a trackable method, is there anything I can do to get ebay to enforce the refund? Or will I be left without the item and my cash?

Thanks for reading & for any advice.

no-oneknowsme

The general advice on here is usually to open a case in Paypal as SNAD (significantly not as described). However , in any cases I have made myself I have used Paypal just the once and Ebay resolution several times and I have to be honest and say that Ebay are a lot quicker at sorting my refund.

For this reason I would suggest that you open the case on the Ebay site itself.

You need to go to the resolution centre (find it under the "help" section , top left hand side of the main Ebay screen.

Ebay will then ask you which item you have a problem with and you will select the bed cover. They will ask you to input some details of why you think the item is not as described and here you would list your reasons as above (stains etc) , give as much detail as possible.

You will be asked what outcome you would prefer - partial refund , full refund etc and of course you will click on the full refund option!

Ebay will open the case and inform the seller that there is a problem with the item . The seller will have a few days to respond.

Although the seller states in the listing that they do not accept returns THEY HAVE TO! Ebay will force them to refund you upon return of the damaged item.

You will then be instructed to return the item to the seller using a trackable method (dont forget to use this method and retain your proof) . Once Ebay can confirm that the item has been returned you will receive a refund of the full purchase price PLUS the original postage price - however , you will be liable for the price of the postage to return the item to the seller.

Please dont worry , you WILL receive a refund.

PS If the seller doesnt comply you will have the option at a later date (Ebay will inform you of the date when you first open the case) to ask the Ebay team to escalate the matter and they will then step in to ensure your refund.

RHemmings

If I was the OP, I'd send the following message to the seller.

Dear Seller,

I purchased the item which you described as "brand new without tags". It was in fact used, dirty, and stained. The item arrived with the packaging intact which indicates that it was already used, dirty, and stained when you posted it.

Given that you claim that it was in new condition when you sent it, which clearly it was not, I feel that there is no alternative but to open a SNAD (significantly not as described) dispute. You will be hearing from ebay in due course.

If you change your mind and wish to deal with this problem in an appropriate manner, then please refund me the entire purchase price, and postage. Please do not contact me for any other reason than to tell me that you agree to this and have already refunded.

Regards

AnotherSally

AnotherSally_2

Thanks for your replies, both really helpful.

I thought I was right in saying that I was entitled to a full refund, but after receiving 7 messages from the seller yesterday I was beginning to doubt my self.

Thanks for the reassurance.

sezzlebum

I would also add to AnotherSallys note to now only contact via the resolution centre so its on record if the seller gets ranty again x

AnotherSally_2

So, the damaged item has been collected by courier this am and will probably be back with the seller tomorrow or friday.

I've got a feeling the seller is not going to be co-operative and will probably refuse the delivery.

If that happens will ebay/paypal still permit the refund?

Many thanks

theonlywayisup

AnotherSally wrote: »

So, the damaged item has been collected by courier this am and will probably be back with the seller tomorrow or friday.

I've got a feeling the seller is not going to be co-operative and will probably refuse the delivery.

If that happens will ebay/paypal still permit the refund?

Many thanks

If you have a dispute open, add the tracking.

When delivery has been attempted, delivered or refused, that is enough to satisfy a case resolution in your favour.

pinkshoes

I can confirm that you will DEFINITELY get your money back even if they refuse the delivery. Just enter the tracking in the dispute, and as soon as the status of the tracking changes to delivered or refused or attempted, then phone paypal/ebay and get the refund.

AnotherSally_2

Thank you both for putting my mind at rest

AnotherSally_2

Hi there, Sorry to keep harping on about this. It does seem to be taking up a disproportional amount of my time at the moment.

I couldn't see anywhere in particular to add the tracking to the claim, so I used the message box. I don't know if that was the right thing to do or not. It been ages since I've had to open a dispute and everything seems much less straightforward. Have they changed the system recently?

Since receiving the item back the seller has repeated her claims that I've damaged it and has offered me a £15 part refund. The item was £30 and I've now spent another £16 on outward and return postage. So she wants to keep the item and for me to be about £30 out of pocket. Oh, and she's called me "scam artist" in FB.

Ebay say they wont let me escalate for 8 days, "to be fair to the seller". Every time I've tried to speak to ebay this week they've given me a different story. I'm not confident this is going to get sorted out properly.

Sorry, I'm not sure I'm asking for any further advice. Just need a bit of a rany!