No returns accepted

youth_leader

Hello, I've just bought a 'new' purse from an ebay seller, and it smells very strongly of cigarettes.  My friend was here and confirmed she could also smell it.

I contacted the seller who had stated 'no returns'.  She said I could try a return request.

I tried twice and it is blocked.  I also tried an ebay request, that is also blocked by the message 'this seller does not accept returns'.

She has now agreed to me sending it back and she will refund me - minus postage?  I paid postage to receive it, and am paying postage to return it?  Can anyone advise me as to the rules on 'no returns' and accepting a 'return'? please

DullGreyGuy

Depends if they are a business selling goods for profit or a private individual just reselling stuff they own... there are no consumer rights against the later and just contractual rights for it to match the description.

soolin

It sounds like you were trying to open an SNAD claim, try going through the options and going for a SNAD (significantly not as described) case. Sellers can’t refuse an SNAD claim if eBay agree item is not as described, and it is rare for eBay to side with the seller. 

youth_leader

Thank you.  It is just an individual, and I appreciate accepting a return for a perceived 'smell' is positive on her behalf.  As a reformed smoker, I can smell a cigarette a mile off  

youth_leader

Hello, thank you very much for your comments, I've finally found this information on return postage. I couldn't find the SNAD info anywhere.

I've had to contact the seller to confirm I'll be returning, and I had to ask for her address - not on the invoice.  I haven't used ebay for a year or two, things have changed.

"Who pays for return postage?

The seller pays for return postage if the item was damaged, faulty, or doesn't match the listing description, or if they offer a free returns policy.

You pay for return postage if you're returning the item because you changed your mind, and the seller's return policy states that buyers are responsible for return postage.

Learn more about what to do if:

• The seller is paying for return postage
• You're paying for return postage"

soolin

Don’t send it back without opening an SNAD case, you must open a case. EBay will then ask seller  to either provide you with a prepaid label or issue a label on their behalf. That will be fully tracked (but get proof of posting anyway) and the system does it all automatically. 

If you send it back without a case you may struggle with a an un cooperative seller.

youth_leader

Thank you.  I will try but I couldn't find it before, I'll look again. 

GadgetGuru

Keep looking. As @Soolin said above, do not send it back privately outside of eBay. The seller could receive the product back and just ignore you, with no refund. Always go through the eBay system.

If you cant find how to open the case, phone eBay (via their help pages) and speak to someone. Ask them to open an 'Item not as Described' case. It must be an item not as described case - nothing else. 

When this is opened the seller will receive a message from eBay and is forced to provide a return label, which you use to post the item back. This is usually tracked, but if its not add tracking when posting. 

Once delivered the seller has a set number of days to process the refund, otherwise eBay will do it on their behalf. 

Just ensure you go through eBay for the entire process!