Have been sent wrong item. Difficulty returning.

Pollycat

Steve348 said:

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.

New seller?

If I had been in the same position, I would have advised the seller to contact eBay to determine how to proceed.
I would have made it clear that the responsibility to fix this packaging mistake - which is what it appears to be - was with the seller.

soolin

If you can only see the chat function then use that and type 

'I have received the wrong item so want to open an SNAD case but can't see how to do that so can you please help me'

Do not go off down side tracks, stick to the 'wrong item and need to open a SNAD claim' and 'I need seller to provide a label' 

GadgetGuru

If you open a INR case you will lose it if the seller provides tracking information. End of story.
Do what soolin is suggesting!

Steve348

Pollycat said:

New seller?

If I had been in the same position, I would have advised the seller to contact eBay to determine how to proceed.
I would have made it clear that the responsibility to fix this packaging mistake - which is what it appears to be - was with the seller.

Also tried to do that. Don't have time for sorting other people's mistakes. Seller has 20 selling feedbacks (one neg for fake item). I will definitely have another go at contacting eBay when I have calmed down and will totally follow soolin's advice.

I am not a total eBay newby and am trying to sell my own stuff. I have never listed anything "no returns" and in 323 sales (since 2004) I have never had a return request.

Pollycat

Steve348 said:

Pollycat said:

New seller?

If I had been in the same position, I would have advised the seller to contact eBay to determine how to proceed.
I would have made it clear that the responsibility to fix this packaging mistake - which is what it appears to be - was with the seller.

Also tried to do that. Don't have time for sorting other people's mistakes. Seller has 20 selling feedbacks (one neg for fake item). I will definitely have another go at contacting eBay when I have calmed down and will totally follow soolin's advice.

I am not a total eBay newby and am trying to sell my own stuff. I have never listed anything "no returns" and in 323 sales (since 2004) I have never had a return request.

I didn't suggest you sort out other people's mistakes.
I suggested you told the seller what was wrong and told them it was their responsibility to sort it out.
Instead - imho - by trying to sort it out yourself, you've muddled the waters as far as eBay is concerned.

As for returns, I guess it depends what you're selling.
As I mainly list items of clothing & footwear, by opting not to offer returns, that cuts out the 'it doesn't fit' or 'I've found one in a nicer colour' buyers.

soolin

Steve348 said:

Pollycat said:

New seller?

If I had been in the same position, I would have advised the seller to contact eBay to determine how to proceed.
I would have made it clear that the responsibility to fix this packaging mistake - which is what it appears to be - was with the seller.

Also tried to do that. Don't have time for sorting other people's mistakes. Seller has 20 selling feedbacks (one neg for fake item). I will definitely have another go at contacting eBay when I have calmed down and will totally follow soolin's advice.

I am not a total eBay newby and am trying to sell my own stuff. I have never listed anything "no returns" and in 323 sales (since 2004) I have never had a return request.

Again, ‘no returns’ has no place in this conversation, it has nothing at all to do with SNAD claims. 

Steve348

soolin said:

Again, ‘no returns’ has no place in this conversation, it has nothing at all to do with SNAD claims. 

It's just that it seems to be that which is making it difficult or impossible for me to do "not as described".

I accept that it was very unreasonable of me to brag about my never having had a return request! The sort of items I sell have no size or colour requirements: mainly mechanical, photographic, and electrical items.

soolin

Steve348 said:

soolin said:

Again, ‘no returns’ has no place in this conversation, it has nothing at all to do with SNAD claims. 

It's just that it seems to be that which is making it difficult or impossible for me to do "not as described".

I accept that it was very unreasonable of me to brag about my never having had a return request! The sort of items I sell have no size or colour requirements: mainly mechanical, photographic, and electrical items.

No, ‘no returns’ makes no difference at all to an SNAD claim. They are 2 entirely different things and have a different process. 

For a standard change of mind return where buyer accepts them then buyer has to return entirely at their own cost and needs to use a tracked postage for security. For a SNAD claim seller pays for return and cannot refuse.

Pollycat has said she doesn’t take change of mind returns, but I do. If either one of us sent you the wrong, or a damaged item we would be obliged to pay for you to return it and then refund you in full. However, if we sent you an item that you didn’t actually like on arrival, then Pollycat could refuse the return but I would need to accept it and eBay would supply my address to you so that you could pay to get it sent back. 

Put the matter of ‘no returns’ out of your mind entirely, it is just confusing the matter and makes no difference to your issue. 

Pollycat

soolin said:

Steve348 said:

soolin said:

Again, ‘no returns’ has no place in this conversation, it has nothing at all to do with SNAD claims. 

It's just that it seems to be that which is making it difficult or impossible for me to do "not as described".

I accept that it was very unreasonable of me to brag about my never having had a return request! The sort of items I sell have no size or colour requirements: mainly mechanical, photographic, and electrical items.

No, ‘no returns’ makes no difference at all to an SNAD claim. They are 2 entirely different things and have a different process. 

For a standard change of mind return where buyer accepts them then buyer has to return entirely at their own cost and needs to use a tracked postage for security. For a SNAD claim seller pays for return and cannot refuse.

Pollycat has said she doesn’t take change of mind returns, but I do. If either one of us sent you the wrong, or a damaged item we would be obliged to pay for you to return it and then refund you in full. However, if we sent you an item that you didn’t actually like on arrival, then Pollycat could refuse the return but I would need to accept it and eBay would supply my address to you so that you could pay to get it sent back. 

Put the matter of ‘no returns’ out of your mind entirely, it is just confusing the matter and makes no difference to your issue. 

soolin
Thanks for clarifying this.
I understand it but I'm not sure the OP does.

Steve348

soolin said:

No, ‘no returns’ makes no difference at all to an SNAD claim. They are 2 entirely different things and have a different process. 

So how DO I make a SNAD claim. That is allI want to do.

Shortly after my original message to the seller, they tried to get a return label, but couldn't and asked me what to do. I suggested they contact eBay and they told the seller that I need to request a return, which is why I started this thread.