Item not as described

QuackQuackOops

madvixen wrote: »

Hi all,

Please can you give me a little advice on how to proceed?

I purchased a scarf on Ebay at the weekend that was marked as brand new and from a particular designer that I like (and am quite familiar with). On receiving the item today, I have a couple of issues with it
1) It smells very strongly of ladies perfume
2) I'm pretty certain that it is a fake item.

The buyer does not accept returns. How do I receive a refund? I have never had to complain on Ebay before so I'm really not sure what to do.

Go to Ebay and click on the Orange money back guarantee banner at the bottom of the page.

Open a dispute for Item not as Described and request a refund.
Just say its used and not new. No need to mention the fake bit.

QuackQuackOops

techspec wrote: »

How did you know the seller didn't accept returns - if you didnt ask him/her?

If you refere to EBAY putting no returns - it does not apply to faulty or not as described items - it mearly means you cannot buy it, play around with it and then return it for no reason. As this is EBAYS default setting - many sellers dont realise its there, and most buyers are too thick to realise its meaning - so ebay may aswell remove it.

Or did they say no returns in the bit THEY wrote?

Once again the MSE's default reponse is "open a case", "open a case".

How about "contact seller" and see what they say?

Buyer opens case - i drag it out for as long as Ebay lets me.
Buyer contacts me first - i offer partial refund or in many cases - A FREEBIE!!!!
It aint rocket science!

When a buyer contacts the seller, they are asked what their problem is. If the buyer clicks on "Item I received is not as described" it automatically opens a case and often buyers don't know that one has been opened.

BartyBoy

Just for your info.

If your claim turns out PayPal/eBay is in your favour and refund your the money, you will need to return the item back to the seller in your own cost. On top of that, it has to be a trackable delivery when you return the item, otherwise you will not get a refund from PayPal at all.

theonlywayisup

BartyBoy wrote: »

Just for your info.

If your claim turns out PayPal/eBay is in your favour and refund your the money, you will need to return the item back to the seller in your own cost. On top of that, it has to be a trackable delivery when you return the item, otherwise you will not get a refund from PayPal at all.

Just for your info…..

If it's a Paypal claim the above is absolutely correct unless the case is on the basis of a counterfeit item. Then it is for the buyer to prove the item is counterfeit with written proof from an authorised reseller recognised by Paypal. They will then be told to destroy it, not return it.

If it's an Ebay case whether counterfeit or not, it's not quite so simple and the buyer *could be asked to return it, but they may be reimbursed by Ebay for sending it. However, the burden of proof lies with the seller to prove the item is genuine and if the buyer gives sufficient information for Ebay to suspect it is counterfeit, they will also ask for the item to be disposed/destroyed rather than returned. If there is no inkling the item is counterfeit but is SNAD, the buyer will have to return but may be given reimbursement by Ebay for doing so.

BartyBoy

theonlywayisup wrote: »

If there is no inkling the item is counterfeit but is SNAD, the buyer will have to return but may be given reimbursement by Ebay for doing so.

I always find this is the grey area of using eBay.

My partner bought an item on eBay a week ago, the item arrived but it had a deep scratch on the surface. The seller did not mention a word about the deep scratch on the initial advert, so it is a matter of SNAD. When my partner reported the issue to the seller, the seller offered a refund but would not agree to pay for return postage. The seller claimed it's the buyer's responsibility to pay for the return postage. We just didn't think it was right…

In a separate incident, I received a parcel from a seller from USA. The postage cost me US$60, again the items were SNAD, so I asked eBay whether I needed to pay for the return postage. eBay said yes to me. As I was not preparing to pay the return postage, i could accept a partial refund from the seller to settle the matter.

Correct me if I am wrong, but I really don't see why buyers should pay for the return postage when the item is SNAD.

theonlywayisup

BartyBoy wrote: »

I always find this is the grey area of using eBay.

My partner bought an item on eBay a week ago, the item arrived but it had a deep scratch on the surface. The seller did not mention a word about the deep scratch on the initial advert, so it is a matter of SNAD. When my partner reported the issue to the seller, the seller offered a refund but would not agree to pay for return postage. The seller claimed it's the buyer's responsibility to pay for the return postage. We just didn't think it was right…

In a separate incident, I received a parcel from a seller from USA. The postage cost me US$60, again the items were SNAD, so I asked eBay whether I needed to pay for the return postage. eBay said yes to me. As I was not preparing to pay the return postage, i could accept a partial refund from the seller to settle the matter.

Correct me if I am wrong, but I really don't see why buyers should pay for the return postage when the item is SNAD.

Good sellers will always refund returns postage. Ebay cannot force them to do this, but if you open a case and ask Ebay within the case for returns postage, they do mostly oblige.

The trick is not to ask Ebay if you have to pay, but to ask them to pay!

It is by no means a guarantee, but it is more prevalent now than not.

techspec

theonlywayisup wrote: »

Good sellers will always refund returns postage. Ebay cannot force them to do this, but if you open a case and ask Ebay within the case for returns postage, they do mostly oblige.

The trick is not to ask Ebay if you have to pay, but to ask them to pay!

It is by no means a guarantee, but it is more prevalent now than not.

Ive just had a 'faulty' return. Buyer missed out a part - and i asked for that too. Two lots of tracked postage = £8.20 :eek:

I would have returned one lot - BUT nothing wrong with item - clearly buyer remorse.

Thankfully - he hasn't even asked.

hollydays

I sold an item that was genuine( I bought it myself from the factory) . Buyer claimed it was fake, I told him to file a case, he filed a case, lost the case because he could not prove it with documentation.

BartyBoy

hollydays wrote: »

I sold an item that was genuine( I bought it myself from the factory) . Buyer claimed it was fake, I told him to file a case, he filed a case, lost the case because he could not prove it with documentation.

Out of interest, did you need to prove your item was genuine to eBay/PayPal?

hollydays

No I didn't. He had the item for about three weeks before he decided it was fake.