Have been sent wrong item. Difficulty returning.

Steve348

I'm sure there is a very simple solution to this problem, but cannot find it.

I bought an eBay item a couple of weeks ago, and due to the seller's mix-up I was sent completely the wrong item, and presumably another buyer sent mine. The seller does not seem able to get this sorted out.

According to eBay's own pages, I just need to select "Return this item" in "My eBay" summary, as I have done. However, since the original listing says "No returns accepted" the returns page says "The seller does not accept returns for this item", and even when I tick "Received wrong item" there is no way forward.

I would be happy to return the item received if a return label was provided, but this does not seem to be happening. What should the seller be doing to sort this out? I really don't have time to bother with someone else's mess.  Is there a simple way I can just get a refund?

soolin

Sellers cannot refuse a SNAD return despite their settings and a label must be supplied. 

The only thing I can think of here is that you tried to open the wrong case initially and that has blocked you opening an SNAD, not even sure if that’s possible. Try again, find purchased item and try the return again, read all the drop down menus carefully in case you have choices. The issue is we all have slightly different versions of eBay , so some will say ‘I have a problem’ some will be ‘contact seller’ and some seem to be just ‘return item’. 

If that doesn’t work then phone eBay , they are there today. Go through the help system, try all sorts of random reasons, start with returns but keep trying if you don’t get a dedicated phone number. 

Steve348

Many thanks for the reply. There are definitely no other options on the "Return the item" route.

I will have to contact eBay if the seller can't come up with anything, but I really don't need the hassle at the moment.

Steve348

Round and round in circles on eBay's so-called "Help"! Abandoned trying to report incorrect item received (NAD), and switched to trying to report non-arrival of item and eBay just keeps telling me "Your item may still be on its way". No way of contacting eBay at present. When will eBay consider enough time has elapsed for me to report non-arrival?

molerat

Was any form of tracking used on the parcel because INR will fail if it is showing as delivered.  You need to use SNAD as that is the correct reason.

soolin

Steve348 said:

Round and round in circles on eBay's so-called "Help"! Abandoned trying to report incorrect item received (NAD), and switched to trying to report non-arrival of item and eBay just keeps telling me "Your item may still be on its way". No way of contacting eBay at present. When will eBay consider enough time has elapsed for me to report non-arrival?

Absolutely don't do the INR route, you must persevere with the help system to get a phone number.

soolin

2 clicks from the help page and I get

Return an item for a refund

then 

If you've changed your mind about an item you bought or there's something wrong with it, you can request a return.

and at that point I choose the item I have an issue with. here

Open a return request

but below that at foot of page I get the 'call us or request a call back' option.

GDB2222

What does SNAD mean?  ... not as described, but what does the S stand for?

Pollycat

Significantly

theoretica

For me, the relevant option is under 'contact seller' then 'not as described'.

GadgetGuru

You only get one chance to open a case - where you have tried opening cases you have now lost your chance. You should have opened a ‘Significantly not as described’ case. With this seller would have no other option other than to provide you a label and accept the return, after which a refund is forced on the seller by eBay. 

Do not follow the item not received route. The seller will simply supply tracking info and you will lose the case instantly. 

What you need to do now is contact eBay BY PHONE. Not by email or messages. Go through the eBay help pages on your login and follow the links to contact them, and select the option to RING THEM - numbers are tailored to accounts so we cannot provide you a number her to call, you need to go through your eBay help pages. 

When you speak to them advise them you received the wrong item and need to open a case, but have not been able to do so. They should be able to open a case on your behalf. 

There is no other way to proceed other than the above.