Ebay - returning a damaged item

katies_mum

Hi, please can anyone help?

I am in the process of returning 2 orders purchased from Ebay (first one arrived damaged and so did the replacement).

The system says `the seller sent you a return postage lable, but there is no label when I click the link and in the message it just gives the senders address under return information. I have messaged the seller for a label and have received no reply. This is the first time I have had to return anything and am a little confused as to what to do. We have until 13th December.

Should I just go to the post office and send it recorded delivery? Also I don`t know about getting the return postage costs back, will this happen automatically when the item is returned.

Sorry so many questions, but don`t want to get it wrong. I`ll be grateful for any help. Thank you

theonlywayisup

You could try another browser, but to be honest if the seller has sent a label you would see it.

Do NOT go to the PO and use RD (that doesn't exist anyway).....message the seller asking for a prepaid label, ring ebay and if one isn't forthcoming then on day 8 *to the second, you need to escalate the case. It will go in your favour. By that, it will either mean eBay will provide you a label or they will give you a refund.

If you send the item back yourself you won't be assured of the returns postage being refunded.

forgotmyname

If you pay for the returns then you probably wont get your money back for the return postage.

Had the same thing, so its either an ebay glitch or we both have dodgy sellers. Mines telling me to drop it in the post box with no postage paid.

If i do that i wont get my money back.

Phone ebay and ask where the label is as you cannot see it. I will be doing the same.

katies_mum

Thank you both so much for taking the time to reply, it is much appreciated.

I messaged the seller as soon as the message came to say `the seller has sent a label`. That was on Tuesday 26th and have heard nothing. I did not realise you could ring E`bay as I have never noticed a number under contact us, I`ll be having a look later, thanks for that.

I`ll let you know how it progresses, appreciate your advice

theonlywayisup

You will need to start typing a question in the help pages and it should bring up your return, you follow the prompts and will get the option to ring them, have them ring you or if you scroll to the bottom and use the "impaired" link you can email and they usually respond within 48 hours, but a phone call should sort it straight away for you.

katies_mum

Thank you will give it a go this afternoon

katies_mum

Thank you theonloywayisup, I have just phoned Ebay and they are sorting out the refund for me, the lovely lady said I have been very patient and waited long enough so they will deal with the matter. Refund should be on my account 24-48 hours.

I`m very grateful for all the advice and help from you and forgotmyname

katies_mum

Great service from Ebay, just received email to say refund has been made to PayPal.

theonlywayisup

Thanks for updating, it always helps to know what actually happens.

Good result for you. You may now find the seller gets in touch. If they do, then just let them know they can send a prepaid label and you will return it. Other than that don't give it a second thought.

If you do sell on the same account, block the seller from buying from you.

katies_mum

Thanks for the advice.
Ebay did say that we can get rid of the damaged goods so will wait a few days and then do that.