How to get refund from seller?

VoucherMan

I bought some t-shirts, but the seller sent the wrong colour, or at least wrong shade. After several exchanges, the seller has finally admitted to the mistake, and said I can keep the t-shirts, and they offered a 25% refund, provided I close the return request that I'd opened.

My concern, with closing the return is the eBay comment

If you close it, you can no longer return the item or ask us to step in and help if there’s a problem.

Is there a correct way to process this, to remain within eBay protection? I do not believe the seller is acting in good faith.

red_boots2

What did you open the return reason as? If you used 'Seller not as described' you should be covered for a full refund. 

Try doing an online chat with eBay's customer service team and explain the issue.

soolin

VoucherMan said:

I bought some t-shirts, but the seller sent the wrong colour, or at least wrong shade. After several exchanges, the seller has finally admitted to the mistake, and said I can keep the t-shirts, and they offered a 25% refund, provided I close the return request that I'd opened.

My concern, with closing the return is the eBay comment

If you close it, you can no longer return the item or ask us to step in and help if there’s a problem.

Is there a correct way to process this, to remain within eBay protection? I do not believe the seller is acting in good faith.

Firstly, the type of case does matter, was this a SNAD case and not a simple return request?

if it was an SNAD and If you are happy with the 25% offer then tell them to refund the 25% via your original payment, and then close the case when it is received. If you don’t want to keep the t shirts leave the claim open and when the time runs out ask eBay to step in, they will force a pre paid return label from the seller , you return and you get a full refund.

you are correct in thinking that under no circumstances should you close the case meanwhile. 

Incidentally, is this an overseas seller by any chance, because the part refund offer is often how they deal with deliberately sending out the wrong item. 

VoucherMan

soolin said:

Firstly, the type of case does matter, was this a SNAD case and not a simple return request?

Incidentally, is this an overseas seller by any chance, because the part refund offer is often how they deal with deliberately sending out the wrong item. 

To your first question, yes, although I don't recall that being an option when I raised the issue. Also, the seller is UK based (in London).


A little more detail in case it helps.

I ordered some t-shirts from the seller, and after deciding they were good enough for working in, decided to buy some more. The seller lists multiple colours, and shades, so I chose a darker blue from the list. When this second order arrived, they were the same colour/shade as the first order.

(8 May) I contacted the seller, advising they had sent the wrong colour, but they just responded saying

the picture colors sometimes a bit different than the products.

I pointed out that I'd ordered two different colours, but received the same on both occasions.

The just replied saying I could return them if not happy.

(10 may) After 2 days silence, I started a return.

Later in the day they offered a 25% refund, saying I can keep the t-shirts.

I accepted.

(12 May) At last, I may be getting somewhere. They wrote:

I have re checked again for the color and can confirm that you are right and we are wrong

They than claimed the item & size I ordered is now out of stock (even though it's still listed), but they could exchange them for a larger size, and lastly said:

Or if you are happy with 25% refund then just cancel the return and we will sort that for you.

So I have an open exchange of messages for 5 days, and an open Return.

It was the message when I went to close the return that's made me wary. I just have the feeling that if I close the return, they'll come back and say 'tough'.
Or does this exchange of messages, that remains open, give me any sort of cover from eBay?

soolin

VoucherMan said:

soolin said:

Firstly, the type of case does matter, was this a SNAD case and not a simple return request?

Incidentally, is this an overseas seller by any chance, because the part refund offer is often how they deal with deliberately sending out the wrong item. 

To your first question, yes, although I don't recall that being an option when I raised the issue. Also, the seller is UK based (in London).


A little more detail in case it helps.

I ordered some t-shirts from the seller, and after deciding they were good enough for working in, decided to buy some more. The seller lists multiple colours, and shades, so I chose a darker blue from the list. When this second order arrived, they were the same colour/shade as the first order.

(8 May) I contacted the seller, advising they had sent the wrong colour, but they just responded saying

the picture colors sometimes a bit different than the products.

I pointed out that I'd ordered two different colours, but received the same on both occasions.

The just replied saying I could return them if not happy.

(10 may) After 2 days silence, I started a return.

Later in the day they offered a 25% refund, saying I can keep the t-shirts.

I accepted.

(12 May) At last, I may be getting somewhere. They wrote:

I have re checked again for the color and can confirm that you are right and we are wrong

They than claimed the item & size I ordered is now out of stock (even though it's still listed), but they could exchange them for a larger size, and lastly said:

Or if you are happy with 25% refund then just cancel the return and we will sort that for you.

So I have an open exchange of messages for 5 days, and an open Return.

It was the message when I went to close the return that's made me wary. I just have the feeling that if I close the return, they'll come back and say 'tough'.
Or does this exchange of messages, that remains open, give me any sort of cover from eBay?

I’m a little concerned that you refer to the case as a return, as that implies a change of mind return which gives you only the right to a return at your own cost, or a goodwill gesture from the seller. 

Go back to them, say that if they refund the 25% of the purchase price as agreed then you will close the case on safe receipt of that refund. 

It is easy for the seller to refund , they just have to go to the original transaction press refund and choose the amount, so don’t take any nonsense about it not working that way. 

VoucherMan

soolin said:

I’m a little concerned that you refer to the case as a return, as that implies a change of mind return which gives you only the right to a return at your own cost, or a goodwill gesture from the seller. 

Sorry, it's so rare for me to encounter anything but good sellers that I have no familiarity with the system.

Okay, I've checked the options, and after selecting 'Return this item', I selected the 'Received wrong item'

option (You'll receive a return postage label by 15 May.)
I did this only after contacting the seller, and they suggested it.


I have now replied using your suggestion (thank you).

If they were charging the same price for all listings, I may not have even bothered. They're only for casual workwear anyway. It just annoys me when I see sellers (apparently) taking the p. Especially when they admit to a mistake but don't do anything to correct it.  Maybe their having multiple listings for the t-shirts, albeit with different ordering options, has made it hard for them to maintain.

Thanks again for the assistance. Now to see how long they take to respond.

soolin

Good, you opened an SNAD , that will give you a lot more leverage with seller. If they don’t refund the promised 25% then wait until the date that eBay say it can be escalated and get them to step in. EBay will probably send you a label which they will charge the seller for and you’ll get a full refund when you return them. EBay might even refund you anyway, and then it will be up to seller to make their own arrangements at your convenience, to get their items back. 

VoucherMan

Finally they issue a refund. It turns out they were unable to issue it while the return was open, so I had to close it.


I'm still not sure what to think of the seller. I believe English is not his first language, so likely a slight barrier there. That said, I would assume eBay publish their guidelines in most major languages.

That he still has the item I ordered listed as available on at least four listings, which I gather is against the rules, suggests a lack of understanding, or a deliberate attempt to manipulate the system.

I confess I did also try to take advantage of the assumed lack of understanding, in that when I first declined to close the return, I stated that it was because I was seeking 'legal information'. A fairly meaningless comment, but it could easily be misinterpreted as 'legal advice', which I think generally involves solicitors or lawyers. Whether or not that speeded up the resolution, we'll never know.

soolin

VoucherMan said:

Finally they issue a refund. It turns out they were unable to issue it while the return was open, so I had to close it.


I'm still not sure what to think of the seller. I believe English is not his first language, so likely a slight barrier there. That said, I would assume eBay publish their guidelines in most major languages.

That he still has the item I ordered listed as available on at least four listings, which I gather is against the rules, suggests a lack of understanding, or a deliberate attempt to manipulate the system.

I confess I did also try to take advantage of the assumed lack of understanding, in that when I first declined to close the return, I stated that it was because I was seeking 'legal information'. A fairly meaningless comment, but it could easily be misinterpreted as 'legal advice', which I think generally involves solicitors or lawyers. Whether or not that speeded up the resolution, we'll never know.

I’m glad you got it sorted, however seller could have refunded you, not through the case but by going to the original payment and refunding part from there.