Advice on faulty item postage refund.

powerful_Rogue

Hi,
Just after a little bit of advice.

Purchased a WiFi Bridge on ebay.

Spent over two hours trying to follow the instructions, however nothing seemed to work. The instructions were in broken English and the support website and support telephone number listed on the instructions were both in Chinese.

Contacted the seller back to advise of the faulty unit who said to send it back.

In the mean time, purchased another unit elsewhere which I was able to set up within minutes.

The return postage was £3.70 - Royal Mail 2nd Class Tracked.

Advised the seller of this and they said I should have sent it back with just a certificate of postage for 90p as thats all they do. I responded that I had sent it the cheapest tracked way possible.

They have now replied saying that when the receive it they will send it to their returns department who will compile a fault report. No fault found = no refund of postage charges.

Now this is a business seller operating from a residential address. I cant see them having a "returns department" and I can predict the result of the report already.

Any advice?

Flyonthewall

Ebay returns are meant to be returned tracked so that you have proof of delivery and can then be refunded by ebay if the seller doesn't refund you themselves.

A business by law should pay for return postage when the item is faulty, but ebay do not enforce this.

Have you opened an ebay case? Ebay will refund your original costs upon return if the seller does not. Make sure you keep your proof of postage.

powerful_Rogue

Flyonthewall wrote: »

Ebay returns are meant to be returned tracked so that you have proof of delivery and can then be refunded by ebay if the seller doesn't refund you themselves.

A business by law should pay for return postage when the item is faulty, but ebay do not enforce this.

Have you opened an ebay case? Ebay will refund your original costs upon return if the seller does not. Make sure you keep your proof of postage.

Hi,
Its currently in the Ebay resolution center at the moment. Sounds like the seller is only going to refund the cost of the item and not the return postage costs.

Flyonthewall

powerful_Rogue wrote: »

Hi,
Its currently in the Ebay resolution center at the moment. Sounds like the seller is only going to refund the cost of the item and not the return postage costs.

They should give you a full refund of original costs (item plus postage costs) but, as I said, ebay do not force sellers to refund return postage. You could send them a message stating that as a business seller they should refund the cost, but otherwise there's not really a lot you can do about it.

However, you can give feedback that reflects your experience.