Returning item

Flyonthewall

Hi.

I sent a message to a business seller telling them they'd sent the wrong version of an item. I stated exactly what it was and should have been. Same item type, different brand.

I got an message back today. In capital letters they told me what the item was with a description, as if I didn't know -_-

They then said to return I should use their envelope, cross off my address and write return to sender. Considering their message is insulting and they have pretty much ignored what the issue is, I don't trust sending it back that way. I'd have no proof or tracking.


For some reason I don't have the options I've had previously for other items. When I click item not as described it used to open a case, now it just goes to a normal message by the looks of it. It did change to ebay.com but I changed it to co.uk and it reloaded the page, but the options remained the same so don't know if the redirecting from UK to US is part of the reason.


I can click Request Return and say that I want to return the item and give the reason of it's not as described. It says "You can print and use the return shipping label from the seller." Will this actually give me a tracked shipping label though?


Thanks.

KRDmum

When I had to return wrongly sent to me item to a business seller, it was through RM, although it was courier delivered. It wasn't tracked or anything, just second class pre-paid. They also held onto my money, until they received the item back. however, when I send them a message, asking why is it that they are keeping my money, when it wasn't my fault that they've despatched wrong item, the refund was issued the same afternoon.
Hope you get it sorted without too many problems.

Flyonthewall

KRDmum wrote: »

When I had to return wrongly sent to me item to a business seller, it was through RM, although it was courier delivered. It wasn't tracked or anything, just second class pre-paid. They also held onto my money, until they received the item back. however, when I send them a message, asking why is it that they are keeping my money, when it wasn't my fault that they've despatched wrong item, the refund was issued the same afternoon.
Hope you get it sorted without too many problems.

They don't believe they've sent me the wrong item though, they think I don't understand what I've bought! Worse still, they don't think I want to return it because it's wrong but because I no longer want it. And they're not offering pre-paid postage, they're saying I should throw it in the post box as return to sender.

I don't trust it would get there, I don't trust them to refund either way and I'd have no proof of anything, no item and no money. So I want to make sure it's sent back tracked at no expense to me. I'm just not sure if return request will give me that?

ballisticbrian

On a side note, has something broken with the opening of cases automatically? I've got INR queries coming through with no cases involved.

mrcol1000

I had a person claim the item was not as described but it came through as a message from Ebay rather than a case being opened. It did say that if I refused the return then customer services would look at it and a case opened.If I agreed I would be charged £2.99 for a return label. I agreed to the return and it did come back tracked. It also shows the status on returns and you get notification it has been posted. This was on my personal account.

I am not sure if this is a new way Ebay is dealing with return requests? Maybe giving sellers a chance to deal with not as described without a case always being opened?

Flyonthewall

ballisticbrian wrote: »

On a side note, has something broken with the opening of cases automatically? I've got INR queries coming through with no cases involved.

Possibly. I can't seem to open up any type of case except the return request and I had to go through a sellers FAQ (with no actual FAQ) to get to the option leading to the return request.

That and it took me to ebay US. So something weird is certainly going on regarding cases/contact

Flyonthewall

mrcol1000 wrote: »

I had a person claim the item was not as described but it came through as a message from Ebay rather than a case being opened. It did say that if I refused the return then customer services would look at it and a case opened.If I agreed I would be charged £2.99 for a return label. I agreed to the return and it did come back tracked. It also shows the status on returns and you get notification it has been posted. This was on my personal account.

I am not sure if this is a new way Ebay is dealing with return requests? Maybe giving sellers a chance to deal with not as described without a case always being opened?

Is that the same for all return requests though do you know? Or does it vary? Could they have set it up for standard post only or do they have no choice?

Maybe and that's fine, but I can't open a case at all as I could before. Only option is return or message.

KRDmum

Flyonthewall wrote: »

They don't believe they've sent me the wrong item though, they think I don't understand what I've bought! Worse still, they don't think I want to return it because it's wrong but because I no longer want it. And they're not offering pre-paid postage, they're saying I should throw it in the post box as return to sender.

I don't trust it would get there, I don't trust them to refund either way and I'd have no proof of anything, no item and no money. So I want to make sure it's sent back tracked at no expense to me. I'm just not sure if return request will give me that?

This is going to sound daft, but can you take a picture of what you've recieved and a screen shot of what you actually had ordered? with something like this is what I'd ordered and this is what I'd received!?
Then they can't deny that the item sent us wrong. Sounds like they need to work on their customer service skills.

Flyonthewall

KRDmum wrote: »

This is going to sound daft, but can you take a picture of what you've recieved and a screen shot of what you actually had ordered? with something like this is what I'd ordered and this is what I'd received!?
Then they can't deny that the item sent us wrong. Sounds like they need to work on their customer service skills.

Yeah, I thought about doing that earlier lol. Part of me wants to reply to the message, part of me thinks it's best to just get it returned and not have to deal with another rude and useless reply. I get the feeling they'll probably just pretty much repeat the message of it is that item type and to return to sender.

campdave

Sous like your seller has been rude, but as a seller, I always ask for a photo of what the buyer claims I have sent - unfortunately due to the amount of chancers on ebay, I can't just take a buyers word they've been sent the wrong thing.

Flyonthewall

campdave wrote: »

Sous like your seller has been rude, but as a seller, I always ask for a photo of what the buyer claims I have sent - unfortunately due to the amount of chancers on ebay, I can't just take a buyers word they've been sent the wrong thing.

Don't blame you. I'm happy to send a photo, just not sure it'll help. I told them it was a different version and their reply is basically it's the item type they state in their listings so it seems they feel that makes it all ok.

They offered a return, I'm just not happy with returning it that way. So it's whether the request return offers a tracked shipping label.