When to start SNAD?

Liliya

Afternoon,

I'm hoping someone might be able to give me some advice on a SNAD.

Basically, I've been sold an item that's SNAD - it was sold as BNWT but on arrival it has holes in it. The seller is adamant the item was checked before posting and says they'll take a return but will refund only the original purchase price once they're satisfied it is damaged (I've told them a full refund should also cover original postage).

If I do return the item for a refund as agreed with the seller, do I need to open a SNAD case, and when should I do it? I'm wondering if I just return the item as agreed and then the seller doesn't refund whether I then need to open a SNAD or whether I do it before I send the item back?

starrybee

It doesn't technically matter if you open the case before or after you send it.
You don't usually need to open one at all if seller is cooperative, however in this case, as they are only offering you the purchase amount, you will definitely need to open one to get your original p+p back as well, in which case you may as well open it now before sending to speed the process up.

However, in order to make sure you win the case, you will need to send the item back fully tracked (special delivery, as recorded isn't 100% reliable) at your own expense. A decent seller would refund you this as well, but ebay/paypal can't enforce this so unfortunately you may end up out of pocket.

Once you've won the case and got your refund, I would definitely reflect the seller's poor attitude in your feedback.

hermum

You may find that a courier service like Collect + is cheaper than special delivery.

Liliya

Many thanks for the advice, I hadn't realised that about sending special delivery/ collect + rather than signed for. It was only a cheap item but it's the principle (and the fact that sometimes I'm just to stubborn for my own good!)

I wondered whether ebay would get funny if I waited to open a case and then give them a tracking number of an item already sent, so it's good to know that it doesn't matter when you open the case (I'd hate to lose a case just because I didn't keep to process). But the attitude of the seller means I'll be opening a case as soon as possible and also that they will be the well deserved winner of the first ever negative feedback I've left in about 8 years of trading on ebay.

Liliya

Just an update - I opened the case with ebay asking for a full refund on return of the item. Seller responded under the suggest other solution option in the resolution centre to say they had agreed to a refund once item had returned. I spoke to ebay to confirm that the seller had an option to select that would confirm what they had said (i.e. accept buyers request to return the item) and asked the seller that if they were willing to accept the return to select this so ebay would generate and send their return details to me.

Left it over a week for them to do this or even to respond and then escalated to ebay. Decision made within 15 minutes in my favour and courtesy refund given. Have now blocked the seller and left them a factual negative feedback.