Wrong item, poor quality sent - seller offering partial refund

hubb

I have received an item that arrived a lot poorer in quality than advertised, and completely the wrong colour as requested. I have filed for a return but the buyer is offering me a partial refund. Surely I am entitled to a full refund, including postage ?

jon81uk

Assuming you opened a not as described case, if the seller doesn't want the item back for a full refund then ask eBay to step in. They will probably either refund you and tell you to keep the item, or send you a pre-paid label to return it to the seller.

November2

Have you opened an Ebay case for not as described?  If so, go to the case and refuse their offer, they will then have to accept the return and issue you a return postal label.  Sellers are given a choice of options when they receive a return request, one is to offer a partial refund, some people are happy to accept that and keep the item.

hubb

I initiated a return because "Doesn't match description or photos". The next step I am offered is replying to the message (offer) the seller sent me , with the option to add photo evidence. I shall refuse the return and add some images of the item (with defects/wrong colour) and the invoice clearly showing my order as a different colour. Surely that should strengthen my case ? It's hard to navigate anything on the Ebay page anymore since they messed around with the layout.

Rantband

Surprised you even consider using Ebay after your previous comments
" I know a great alternative. It’s called Facebook Marketplace and it’s free! Oh, and people cone to your door and give you cash, and its much more successful for sales than Ebay."

theonlywayisup

hubb said:

I initiated a return because "Doesn't match description or photos". The next step I am offered is replying to the message (offer) the seller sent me , with the option to add photo evidence. 

The return is fine (for that reason it can be escalated). 

What do you mean by 

I shall refuse the return and add some images of the item (with defects/wrong colour) and the invoice clearly showing my order as a different colour. 

Why are you refusing to return it?

The process is simple.  You've opened a return, if the seller does not resolve the issue to your satisfaction then you can escalate the case when ebay tells you.  Once escalated, if the seller hasn't issued you a prepaid returns label then the case will go in your favour.  The result will either be that you have to return using a label that ebay gives you or you will get a refund without a return. 

hubb

theonlywayisup said:

hubb said:

I initiated a return because "Doesn't match description or photos". The next step I am offered is replying to the message (offer) the seller sent me , with the option to add photo evidence. 

The return is fine (for that reason it can be escalated). 

What do you mean by 

I shall refuse the return and add some images of the item (with defects/wrong colour) and the invoice clearly showing my order as a different colour. 

Why are you refusing to return it?

The process is simple.  You've opened a return, if the seller does not resolve the issue to your satisfaction then you can escalate the case when ebay tells you.  Once escalated, if the seller hasn't issued you a prepaid returns label then the case will go in your favour.  The result will either be that you have to return using a label that ebay gives you or you will get a refund without a return. 

I meant refuse the offer of a  partial refund. Anyway, they have now sent a full refund with no request for me to send it back. If they pay the postage I will certainly do that if they want it. As they have done the right thing in the end, I hardly feel it good natured to leave bad feedback. Or should I to warn other buyers ? 

hubb

Rantband said:

Surprised you even consider using Ebay after your previous comments
" I know a great alternative. It’s called Facebook Marketplace and it’s free! Oh, and people cone to your door and give you cash, and its much more successful for sales than Ebay."

In this case I am buying, not selling.

MR1988

I wouldn't leave negative feedback. They did offer you a full refund and let you keep the item so nothing bad happened in the end. I would gladly deal with understanding sellers like that.

I usually leave positive feedback for such examples and explain in the feedback that wrong item sent or item not of high quality like in photos but the seller was kind enough to refund.

hubb

MR1988 said:

I wouldn't leave negative feedback. They did offer you a full refund and let you keep the item so nothing bad happened in the end. I would gladly deal with understanding sellers like that.

I usually leave positive feedback for such examples and explain in the feedback that wrong item sent or item not of high quality like in photos but the seller was kind enough to refund.

They offered me a partial refund, not a full one at first. I agree, they did the right thing in the and I suppose if I said wrong item sent or not good quality, that would be as good as leaving bad feedback.

ElefantEd

I would leave neutral feedback. Are you actually happy (positive)? No - you haven't got what you wanted, and have had some hassle sorting it out. Are you actively unhappy? No - at least you are back in the position you started with ie no item but still have your cash. Neutrals are also useful for warning other buyers. In this case "Item not as described, poor quality and wrong colour. Full refund given." is accurate and helpful to others. If you give positive or no feedback it makes it more likely that someone else will have the same issue.