Just received item and it's faulty - what to do?

[DomesticSlobbess]

Paid approx £20 (including postage) for a used jacket on eBay. No mention on the description of any faults. Sellers states she bought it on eBay but it wasn't her style when she received it.

Just got the item, tried it on, and noticed a hole on the seam that attaches the arm to the jacket. It's noticeable when worn because it's at the back. There's also a hole in the lining on the armpit of the same arm too. I've taken photos and messaged the seller explaining the faults and suggesting I send it back and get a refund.

So if the seller agrees to this, who pays to send it back? I've read the seller has to refund the full costs including my original postage when I received the item, but what about my postage to send it back? It seems unfair that I could be out of pocket to send back an item that isn't as described.

Also, if the seller agrees to a return & refund, what do I do? Does this need to be escalated through eBay, Paypal? If she says yes, and I send the item back, how is eBay made aware of the fact that I no longer have the item and am due a refund?

Sorry I sound dumb! First time I've been in the position of having to send something back through eBay!

[shotyourfox]

You have to pay the return postage. When you send it back you will need to send it by a tracked service so you have proof of when the seller got it back. I use myhermes who give you a tracking number.

[DomesticSlobbess]

Thank you. I will take a look at their prices. I don't want to be too much out of pocket if I can help it.

So once the item is with the seller, what's to stop then not processing a refund? Is that when I would raise it with eBay or Paypal?

[butterflybuttons]

will cost £2.98 if under 1kg - don't pay extra for the signature - not necessary. You give ebay the tracking info and they force the refund if the seller refuses, but you may be out of pocket for return costs.

[DomesticSlobbess]

Thank you. I only ever eBay through the app so think I need to get on the laptop and see what all the options are for returns and what not.

[wanttosinglikemarycoughlan]

If I have something faulty or not as described I ask the seller to pay for the return postage
If they are a decent seller they will do so. Why should you be out of pocket for a faulty item?

[DomesticSlobbess]

That's what I think wantstosing

Hopefully this seller does to!

I'm so disappointed because I've been after this particular jacket for ages and unsuccessfully bid on quite a few!

[butterflybuttons]

A good seller will pay return postage costs on top too, but at the moment you can't enforce that. You can ask eBay for a return label though. They sometimes give a Collect + label to print out and drop off the parcel at one of their shops.

[queenofthepirates]

I am afraid there are an awful lot of buyers who are badly behaved so sellers are less inclined to offer return postage.

[DomesticSlobbess]

Hello again. Hope you can help me with this.

So the seller replied on Friday apologising. Said she hadn't seen the holes and she would refund me but it wouldn't be until Tuesday when she can get on her laptop because she's away.

I messaged her on Saturday telling her that I was going to keep the item instead because a friend of mine with a sewing machine says she can fix it.

I've now received a refund through Paypal. I've now messaged her again telling her I've received a refund but I already messaged her on Saturday that I was going to keep and fix the item instead.

I'm not sure what I'm supposed to do now? Part of the refunded money is on hold because I used my bank funds and not my Paypal funds for some of the transaction when I bought it. I can't see an option to cancel the refund or if the seller needs to do this?

[butterflybuttons]

no a refund can't be cancelled. If she has refunded after you told her you were going to keep it there isn't much else to do is there. She will soon be in touch if she wants repaying.

[DomesticSlobbess]

Thanks butterfly. That's pretty much what eBay said when I contacted them a little while ago.

I spoke with them on their chat support and they said that the seller would have to invoice me again if they want repaying, and they should let me pay a reduced amount because it was not as described and I've had to get it fixed. They then went on to say that really it's the sellers mistake for refunding me without getting the item back and I've done all I can to be honest and contact them and let them know the item was faulty and that I was keeping the item so I could fix it. They said I don't have to respond to the seller if they message me back because it was their mistake. So it's a bit conflicting but I'll see what the seller has to say.

[butterflybuttons]

no you don't need to do anything now - I would leave it if I were you. Many sellers do refund and don't ask for the item back. It is against all advice, but many just want to refund and move on.