Have been sent wrong item. Difficulty returning.

Steve348

Thanks for the posts and apologies for my late reply - have been out all afternoon.

At the bottom of the "Return an item..." page the "Contact us" link only gives me the "automated assistant" in which "Report item hasn't been received" takes me to "Your item may still be on its way".   The incorrect item was posted by regular 2nd class, so there is no tracking. I have not actually succeeded in opening a case of any kind as far as I know!

I think I may just have to leave things until I can go the item-not-received route without eBay telling me it could be on its way. I'm not sure when this will be. I bought the item 29th April, and postage was 2nd May.

soolin

Steve348 said:

Thanks for the posts and apologies for my late reply - have been out all afternoon.

At the bottom of the "Return an item..." page the "Contact us" link only gives me the "automated assistant" in which "Report item hasn't been received" takes me to "Your item may still be on its way".   The incorrect item was posted by regular 2nd class, so there is no tracking. I have not actually succeeded in opening a case of any kind as far as I know!

I think I may just have to leave things until I can go the item-not-received route without eBay telling me it could be on its way. I'm not sure when this will be. I bought the item 29th April, and postage was 2nd May.

You shouldn't be opening an INR though and if it was a standard parcel with a label then there will be tracking. 

I cannot stress enough that you need to phone ebay. Go to the tab that says help and contact, then try something like 'wrong item received, or 'problems with my account , scroll right down to the bottom and you get a 'contact us' button. It's 2 clicks from any home page, do not go via the purchase, go direct to ebay help.

If you open an INR then seller has messages from you saying something has arrived. OK it might be the wrong item, but it shows you are making a fraudulent INR case and won't help at all. You need to follow the process.

theoretica

Steve348 said:

Thanks for the posts and apologies for my late reply - have been out all afternoon.

At the bottom of the "Return an item..." page the "Contact us" link only gives me the "automated assistant" in which "Report item hasn't been received" takes me to "Your item may still be on its way".   The incorrect item was posted by regular 2nd class, so there is no tracking. I have not actually succeeded in opening a case of any kind as far as I know!

I think I may just have to leave things until I can go the item-not-received route without eBay telling me it could be on its way. I'm not sure when this will be. I bought the item 29th April, and postage was 2nd May.

Have you tried not going through 'return an item' but straight from the purchase record to 'contact seller' - that is where I find the SNAD return.

Steve348

Just got into an online "chat" - tricky with my typing skills! End result:

"I can see that the estimated delivery date for this item is today. The system might not allow you to open a case when the estimated delivery date has not yet passed. You can try again tomorrow Stephen"

Obviously why nothing is working today. Will try tomorrow and see what happens.

soolin

Steve348 said:

Just got into an online "chat" - tricky with my typing skills! End result:

"I can see that the estimated delivery date for this item is today. The system might not allow you to open a case when the estimated delivery date has not yet passed. You can try again tomorrow Stephen"

Obviously why nothing is working today. Will try tomorrow and see what happens.

No, you appear to be stuck on the INR method of getting a refund, an SNAD claim doesn’t require you to wait until the EDD has passed. 

If you want to go down the INR route then obviously that is your choice, I do not recommend that path though. 

Pollycat

OP
What has the seller said or done so far?

Please listen to soolin.
You are not in a situation where you haven't received your item.
You have received an item that is significantly not as described.

Steve348

If you want to go down the INR route then obviously that is your choice, I do not recommend that path though. 

I don't want to go down the INR route but I cannot seem to get on the NAD route. All roads (even "automated assistant" this morning) lead to the "Return item" page, which is a dead end. The seller is not the problem (apart from being an incompetent), it is eBay. I think I am going to give this up and write off the £20 for the sake of my blood-pressure, which is dangerously high at the best of times! One thing is sure: I will be very careful in future not to buy from sellers who list their items as "no returns".

Pollycat

Steve348 said:

If you want to go down the INR route then obviously that is your choice, I do not recommend that path though. 

I don't want to go down the INR route but I cannot seem to get on the NAD route. All roads (even "automated assistant" this morning) lead to the "Return item" page, which is a dead end. The seller is not the problem (apart from being an incompetent), it is eBay. I think I am going to give this up and write off the £20 for the sake of my blood-pressure, which is dangerously high at the best of times! One thing is sure: I will be very careful in future not to buy from sellers who list their items as "no returns".

There is nothing wrong with sellers who don't accept returns.
I don't accept returns - for change of mind.
I do accept returns if the item is marked as SNAD.
I'm very careful about my descriptions.
If I list something that is clearly labelled size 12 or size 3 and I feel that they are a little on the tight or loose side, I'll mention this but reiterate the sizing.
I also do lots of photos.

I think you have complicated this by the way you dealt with it.
I would have messaged the seller, explained the issue and asked for a refund and a return postage label.

eBay clearly states that even if a seller doesn't accept returns, if they send an item that is SNAD, that trumps the seller's 'no return' policy.

soolin

Steve348 said:

If you want to go down the INR route then obviously that is your choice, I do not recommend that path though. 

I don't want to go down the INR route but I cannot seem to get on the NAD route. All roads (even "automated assistant" this morning) lead to the "Return item" page, which is a dead end. The seller is not the problem (apart from being an incompetent), it is eBay. I think I am going to give this up and write off the £20 for the sake of my blood-pressure, which is dangerously high at the best of times! One thing is sure: I will be very careful in future not to buy from sellers who list their items as "no returns".

The one thing to remember with this is that a seller cannot refuse a return for SNAD, so forget about the no returns you are looking at this the wrong way. If you had done all this with a seller that accepted returns and opened a change of mind return then you would have had to pay for a fully tracked postage option to return it anyway.

I don't know why you can't see an option to speak to ebay again, it's there as clear as anything for me when I use the help/contact button tab at top of my dashboard, I even tried it on a second account and can get a phone number within a few clicks.

Ebay customer services are not always helpful, some of it is that they work to scripts depending on what you ask, and sometimes it is a slight language barrier. I suspect as you are asking the wrong question and trying to go down the INR route (which didn't need to be mentioned at all nor brought up in any conversation with ebay) you are getting them confused, which frankly is not difficult, and they are taking the easy option to get you off the phone. 

This does not need to be stressful at all you just need to be clear when you speak to ebay, don't even mention the INR route, there's no need, stay firm and focussed. "You have received the wrong item so want to open an SNAD case but can't see how to do that so can they help you", anything else is irrelevant. 

Steve348

Pollycat said:

I would have messaged the seller, explained the issue and asked for a refund and a return postage label.

That is the first thing I did as soon as I unwrapped the item. The seller did not know how to proceed.

I know the seller would not refuse the return. I just cannot get there.

I have not so far found an option to phone or be phoned at any point.

Example:
I tried going the "Contact seller" route. Click on "I received an item that wasn't as described". Click on "request an refund". Back to the good old "return item" dead end.