SNAD Help Please...

gollum007 · 23 May 2019 at 10:53AM

This one has me confused...

Purchased a collectable item from eBay. (Business posing as private seller, but that's unfortunately normal in this category....)

This arrived with undeclared damage, rendering it worth far less than the purchase price.

Then opened a SNAD case.
This is where I start to get confused-

I've got a wonderful 'new' eBay case screen, where previously there's been a way to communicate within the case, all it'll let me do is add more pictures.
The case also doesn't appear in my eBay, and I can only get at it thorough the item.....

The seller 'accepted the return' and provided an address on the day the case was opened, but has not provided a return label.
The status at the top of the case says "You should receive a return postage label by 24 May, 2019."

I've recieved a message (outside the case) asking if I'm returning the item today, and I'm stumped as to what I should do next-
Reply to the message asking for a return postage label? (outside the case...)
Wait until tomorrow and escalate to eBay and assume they'll provide the label?
Other???

lightbulbs · 23 May 2019 at 11:08AM

Why not send a private message to the seller requesting a return label, then screenshot that and add it to the case?

robmar0se · 23 May 2019 at 11:23AM

To protect yourself always reply through ebay massaging (copy his non-ebay message)

soolin · 23 May 2019 at 1:35PM

Just phone ebay and explain that you don't have a label (or that if you do have a label you can't see it) and how do you return something without it.

Just replying doesn't stop the clock , you need to talk to ebay.

gollum007 · 23 May 2019 at 3:28PM

Ebay telephone number was as much help as a chocolate teapot :P
(Phillipines I think...)

Messaged the seller back, and I get this:

Hi
Not sure how to do this.
You have my address.
Please return it to me using royal mail 2nd class signed for.
Will cost £4.
Upon receiving the xxx, I will refund you in full including postage.
Thanks David

Any thoughts?
I presume as not through the case, any promised return postage refund is dicey?

soolin · 23 May 2019 at 3:59PM

gollum007 wrote: »

Ebay telephone number was as much help as a chocolate teapot :P
(Phillipines I think...)

Messaged the seller back, and I get this:
[/B]

Any thoughts?
I presume as not through the case, any promised return postage refund is dicey?

I've always found Customer support on ebay OK with simple questions like this- try again and explain clearly that you cannot see the return label and cannot therefore return items in line with the SNAD decision.

[Deleted User] · 23 May 2019 at 5:07PM

Don’t send back without the label. The seller is just trying to get out of paying return postage.

soolin · 23 May 2019 at 5:10PM

MarkN88 wrote: »

Don’t send back without the label. The seller is just trying to get out of paying return postage.

Definitely don't send back, if ebay doesn't recognise the automatically generated label supplied then the case will close when escalated in the sellers favour.

gollum007 · 23 May 2019 at 5:25PM

Thanks people.

I'll escalate tomorrow, and try calling back again if necessary.

soolin · 23 May 2019 at 5:31PM

gollum007 wrote: »

Thanks people.

I'll escalate tomorrow, and try calling back again if necessary.

No, don't escalate, as you haven't returned the item ebay will find in sellers favour. If the date for escalation is tomorrow then you need to sort this today - evening is a good time to phone CS.

gollum007 · 23 May 2019 at 5:43PM

I was under the impression that as I had a message stating that they would / could not supply the label, that the case would either be closed in my favour or eBay would then supply the label?

This is the case view I've got at the minute:

SNAD Help Please...

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