Seller refusing to refund me

Mooboo177

theonlywayisup said:

Op, you will have to open a case with Paypal for SNAD (Significantly Not As Described) albeit you will be doing it retrospectively. 

The case will ask you to outline what is wrong with the item.  You may find it easier to call them and explain they were the wrong colour and that you were told to return them which you have done.  As online cases are not set up for a retrospective return.

Do not close the case for any reason, not even if the seller says they can't refund you until you do as you will not be able to reopen it.  

If you manage to speak with Paypal to open the case you may find it can be escalated straight away.  Please ensure you add your correspondence and proof of delivery details to the case too. 

Il do that today thanks!

mattyprice4004

Mooboo177 said:

mattyprice4004 said:

If they can prove with CCTV that a different parcel was delivered, you may need to claim on your loss cover with Hermes.
Do they even let you take out £900 of cover?

No they didn’t, the most cover was £300 from other forums Iv read if the item isn’t as described is it the merchants responsibility to ensure it’s returned? They didn’t offer me any returns service or advise which to use etc

Unfortunately if you chose to post it back, it's down to you to get the product back to them - otherwise people would just not bother sending things back and would blame the vendor.

If they didn't offer, that'd be the time to raise the issue with them - to either give them the opportunity to pick up the item, or to arrange a refund that allows compensation for such a high value item at their cost.

If you just booked Hermes off your own back and didn't insure the item to the full value, I have a feeling you may have shot yourself in the foot a little.

Mooboo177

mattyprice4004 said:

Mooboo177 said:

mattyprice4004 said:

If they can prove with CCTV that a different parcel was delivered, you may need to claim on your loss cover with Hermes.
Do they even let you take out £900 of cover?

No they didn’t, the most cover was £300 from other forums Iv read if the item isn’t as described is it the merchants responsibility to ensure it’s returned? They didn’t offer me any returns service or advise which to use etc

Unfortunately if you chose to post it back, it's down to you to get the product back to them - otherwise people would just not bother sending things back and would blame the vendor.

If they didn't offer, that'd be the time to raise the issue with them - to either give them the opportunity to pick up the item, or to arrange a refund that allows compensation for such a high value item at their cost.

If you just booked Hermes off your own back and didn't insure the item to the full value, I have a feeling you may have shot yourself in the foot a little.

Hello, I understand your point however I can actually prove that I did post it back and my tracking says it was delivered. If they don’t offer a returns service but provide goods that aren’t as described on their website then surely that also isn’t fair on the buyers side? They didn’t offer they just referred me to the returns policy  

theonlywayisup

mattyprice4004 said:

Mooboo177 said:

mattyprice4004 said:

If they can prove with CCTV that a different parcel was delivered, you may need to claim on your loss cover with Hermes.
Do they even let you take out £900 of cover?

No they didn’t, the most cover was £300 from other forums Iv read if the item isn’t as described is it the merchants responsibility to ensure it’s returned? They didn’t offer me any returns service or advise which to use etc

If you just booked Hermes off your own back and didn't insure the item to the full value, I have a feeling you may have shot yourself in the foot a little.

It's moot as the package has POD back to the seller. 

Mooboo177

Hi, just an update - i have opened a paypal case and expecting the seller to respond by the 7th Feb.
Hermes emailed me back to say they confirm the parcel was delivered, however the seller has emailed me the below;

"Whilst they do not require a signature, they do take a name and photo evidence of the delivery, both of which we can not obtain, even though they claim a delivery has been made. If you could please ask them this as stating a delivery date and time is not sufficient enough when we have no evidence of these goods arriving to us, following our own internal investigation and CCTV evidence. "

I thought i only had to prove this was delivered? My tracking shows it was delivered and confirms the correct address. Hermes have confirmed this too and state they dont ask for signatures due to contactless delivery. I have asked Hermes to send me a photo/name however they dont reply and i dont see why this will make any difference when the tracking etc proves delivery! Any thoughts? Thanks for your help! 

sheramber

if you ordered something and was told it had been delivered but you hadn't received it would you accept the seller telling you that tracking showed it had been delivered without disputing it?
 Couriers have been known to deliver to the wrong place.
A few months ago there was CCTV footage of a courier putting a parcel on the doorstep, photographing it, then picking the package up and taking it away with him.

Mooboo177

sheramber said:

if you ordered something and was told it had been delivered but you hadn't received it would you accept the seller telling you that tracking showed it had been delivered without disputing it?
 Couriers have been known to deliver to the wrong place.
A few months ago there was CCTV footage of a courier putting a parcel on the doorstep, photographing it, then picking the package up and taking it away with him.

I understand that but that wasn't what i asked... Of course parcels can be delivered to the wrong place but if that rule is applied against consumers then what are our rights when returning something? That would make proof of postage and tracking details completely useless?