Returning wrong items received from eBay

GregMonarch on 16/08/2018 - 01:34
Last edited 16/08/2018 - 01:35

I bought an item from a UK seller. A month later it arrives from a NSW address. I opened it and it's the wrong item.

So I went to 'purchase history' on ebay, clicked the blue 'Return this item' button next to the item, typed a message, uploaded photos as evidence, and clicked the blue "Request a return" button. ebay then took me to a page that states:

-.-.-.-.-
Next steps

  1. Buy a return label from your preferred postal carrier.
  2. Send the item, and add tracking details or mark it as sent by 22 Aug.
  3. You should get a refund within 3 business days of delivery.
  4. If you don't send the item, we might close your return and you might not receive a refund.

-.-.-.-.-

But their returns help section states several completely different steps: the seller will accept the return request and offer a refund; offer a partial refund and let you keep the item; send you a message; or ebay will contact you with details of the next steps to take.

  • So do I wait for the seller or ebay to contact me like ebay's help section states? Or do I start the 4 steps above that ebay took me to and get the 'return label'?
  • What is "a return label" (from your preferred postal carrier)? As far as I know, you write a return address on the box, pay Australia Post, and they chuck it in a box ready to be picked up and taken to the nearest distribution centre. There's no 'return label' I'm aware of!?
  • But if I do that, then I'm the one paying for return postage… Don't sellers have to pay return postage when they send the wrong item?
  • Oh, and seller's 'return address' is: "Reply Paid" and an address after it. How do I know this isn't a trick so the item bounces back to me as postage not paid, so my time to send it back runs out?
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Comments

  • foxmulder on 16/08/2018 - 09:16

    Wrong item as you bought the wrong item or seller send the different item that you bought? If the first you open return item on change of mind (you pay return shipping), if the later, you open non as describe return (seller pay postage).

  • HighAndDry on 16/08/2018 - 10:11

    If it's the seller that sent the wrong item, you will open a case under the option "I received an item that does not match the seller's description", or Return this Item using option "Doesn't match description or photos."

    Then upload photos as needed.

    eBay will ask you and the seller to work things out for a few days, but if you reach the end of that timeframe without a resolution with the seller, you ask eBay to step in and process a refund. Don't send it back yet.

  • GregMonarch on 16/08/2018 - 14:43

    The seller sent a different item to their ebay listing.

    Darn, I've already selected "Wrong item sent". It seemed the more correct option over 'doesn't match description or photos' though, because it's was supposed to be a DVD with one movie. The seller sent a different DVD that has the same movie on it, but it has other movies too. But I already owned that version and the resolution is terrible because there are several movies on the one disc. So I searched for a specific barcode to get the correct one. The DVD the seller sent has the different barcode printed on an adhesive label on stuck on the clear protective plastic over the top of the real barcode.

    Anyway, after typing a note on that page and uploading photo evidence, it took me straight to the page with those 4 options. I wonder if it has skipped over any discussion between seller and myself because the seller has a reply paid address and so went directly to: 'Buy a return label, send it back by 22 Aug, if you don't we cancel the return'.

  • GregMonarch on 16/08/2018 - 14:58

    Hm… The plot thickens. Also received an email from ebay:

    "Send your item back to the seller by 22 Aug, 2018. Hi Greg, We've received your return request and notified the seller. Send the item back by 22 Aug, 2018 to claim your refund."

    Looks like I might have to send it, take a photo of the box once Australia Post sticks something on it (postage should be free because of 'reply paid' in the address), and keep any paperwork they give me (but maybe there's none due to the reply paid address)!?

  • GregMonarch on 16/08/2018 - 15:38

    Ok - Australia Post say regardless of the option selected on ebay to return the DVD, because it's a reply paid address there's no tracking. If I want tracking I have to pay them $2.90 I think it was - which I wouldn't get back from ebay because of the reply paid address. So I lose money for the seller's mistake. Time to contact ebay (if I even can).

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