Who pays postage on exchange?

Elvisia

I bought something on ebay for my mother, they sent the wrong one so she had to return it for an exchange for the right item at a cost of £2.70 postage. I asked them to refund to cost of the postage as it was their mistake, and this is what they said:

"According to distance selling rules the postage costs for returning items are non-refundable and are at the buyers cost in any case. Therefore we cannot issue refund."

Any suggestions on what to do, I had already written to them asking for a refund so my window for giving feedback is about to close, I am tempted to just give them negative feedback? My mum is quite upset that she's been diddled so I am having to pay the return postage myself and it may not be much but it's turning into a pain in the bottom!

soolin

I agree, as time is running out just go for a refund, open a SNAD case imemdiately if anywhere near the 45 day time limit. You don't want to be forced out of time here.

Most good sellers would automatically refund return postage if the error was theirs, but neither ebay nor paypal can force that. All you can do is leave appropriate feedback as many sellers may will offer you the return postage later once they see poor feedback.

techspec

What an idiot. Distance selling rules actually state the seller should say who pays returns in their listing. It does not tell sellers not to refund it.

But none of that matters - the seller messed up and its their fault. Have you already exhanged?

If you don't get a refund - neg for definate and low stars for as discribed, and postage if possible (you paid more than expected). Comms also dodgey - as they fed you bull.

Elvisia

Thanks for the responses, I am just reading all through the Distance Selling Rules and it's nothing to do with that, I thought this was the case and just needed your response in case I was going overboard.

It's just one of those things where it's the final straw, and my 77 year old mother now feels like she's been robbed (even if it's not even £3!!).

Obviously_the_best

According to the distance selling rules they're speaking bullsh*t. They actually say that if the item is incorrect the seller is liable for the postage.

Crowqueen

Ask them if they have actually read the DSRs. They will find they are overridden by SOGA which mandates the return of costs.

Mandles

As a seller, if that was me I would pay return postage.

Elvisia

I've left them negative feedback...and given my mum the £2.70 and told her they coughed up so she doesn't feel she has been robbed anymore. I read with a fine toothcomb the regulations and you're all completely right, they're talking out of their bottoms. I'd chase it up through ebay but I have just started a new job which is unbelievably hectic and stressful, so I really just want to let it go and just enjoy the fact they have neg feedback. Can they ask me to remove the feedback?

techspec

Elvisia wrote: »

I've left them negative feedback...and given my mum the £2.70 and told her they coughed up so she doesn't feel she has been robbed anymore. I read with a fine toothcomb the regulations and you're all completely right, they're talking out of their bottoms. I'd chase it up through ebay but I have just started a new job which is unbelievably hectic and stressful, so I really just want to let it go and just enjoy the fact they have neg feedback. Can they ask me to remove the feedback?

They can file a request - just deny it. But they may just ask Ebay to remove it. If they agree - there is nothing you can do about that.

Crowqueen

How did you phrase it? Some negs are more removeable than others.

A good neg should be short, to the point, and not contain anything that looks hysterical or like you are demanding more than you are 'entitled' to. Unfortunately a canny seller can get something removed but depending on whether other negs have stuck it might or might not be a priority for them.

Elvisia

Something like "seller sent wrong item then refused to refund return postage", which is exactly what happened, and the only way I could get it fitted into the number of characters!