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Refund non delivery nightmare. Am I in the wrong?

(20 Posts)
Hopelass Wed 21-Dec-16 22:31:30

I won two auctions of 10 bottles in total of colief from the same buyer and paid £45. I contacted them and asked for combined postage so I wasn't paying twice for the postage and it could be sent in one package.
On 21st November the item was posted second class but has never arrived. I've been in touch with the seller since late November and at their request waited until 16th December for parcel to turn up. They sent a photo of a receipt for second class postage. I did say I would require a refund if it didn't show up. I have no doubt that they sent it and it has got lost.
On 19th December I requested a refund as I'd heard nothing from them and today they have been in touch saying they can only claim back £20 from Royal Mail because it was sent in one package, hence its my fault for requesting combined postage. They therefore only want to refund me £20.
I've offered to accept £30 but they aren't happy with this offer.
eBay can step in after 27th December.
Not sure what to do!

ButteredToastAndStrawberryJam Thu 22-Dec-16 07:57:56

Yeah, you're in the right, you've been more than patient. They should have sent it signed for for that value. You stick to your guns. You should get a full refund.
The seller had a choice to say no to your request but they didn't, they should have stated that now the value had increased, they'd require signed for postage. They'll have to suck it up.

Mombie2016 Thu 22-Dec-16 07:59:22

Open a case on PayPal and you'll get your full amount refunded, don't accept any part refunds or message the seller further. Let PayPal deal with it.

ButteredToastAndStrawberryJam Thu 22-Dec-16 07:59:41

*let Ebay deal with it.

HeavenlyEyes Thu 22-Dec-16 08:37:02

you are due a full refund. Why is it your fault the seller didn't send it with sufficient insurance? Open a case and get your money back. And do neg them too - what a rubbish way to treat a buyer. You have waited a month. I am sure they were telling you to wait expecting you to run out of time to open a case. Get it opened immediately.

greenfolder Thu 22-Dec-16 08:39:10

Yep. If they were stupid enough to send it without a signature more fool them

19lottie82 Thu 22-Dec-16 09:13:16

As above, it's not your problem it got lost in the post, or that the seller didn't purchase adequate insurance.

Get ebay to step in on the 27th and make sure to leave factual feedback.

19lottie82 Thu 22-Dec-16 09:14:42

PS don't accept a refund of £30! make sure you get the full £45 back

WatchingFromTheWings Thu 22-Dec-16 09:17:10

I'd just open a case with eBay and let them deal with it. You're entitled to a full refund. State you've tried dealing with seller direct but they're disputing the refund amount.

Hopelass Thu 22-Dec-16 11:59:00

Thanks all. I thought I was in the right and being more than fair but I started doubting myself when they started blaming me and giving me a sob story.

HeavenlyEyes Thu 22-Dec-16 13:29:52

It is the sellers' responsibility to get the item to the buyer - if they fail to do this then they need to resolve. If she said via an inadequate service which is not covered fully - well that is the sellers' problem. Don't fall for the sob stories!

ShadowMane Thu 22-Dec-16 13:31:29

seriously - you need a FULL refund not just a partial - they should have done better insurance

nauticant Thu 22-Dec-16 20:14:14

Always worth trying another perspective OP but in this case you are completely in the right. If you follow ebay's process you'll get a full refund.

Your seller is an arse. But this isn't your fault.

gunting Thu 22-Dec-16 20:49:18

I sell a lot on eBay. I wouldn't send anything over £15 without a signature. Raise a case with eBay. Does the receipt have your post code on?

thenewaveragebear1983 Thu 22-Dec-16 21:05:20

If you asked for combined postage and have already paid then really they should have refunded you and sent you a revised invoice with the combined postage charge on it. That way they are liable to send you only 1 package. As they haven't done this, even if they show you a receipt for one and Ebay accepts this as proof, Ebay will still insist they refund the other so you will still get some of your money back. I would submit a case to them. The receipt from the post office is not proof of postage as it could be anything posted to you- signed for delivery is the only guaranteed method I believe that Ebay will accept but this could be wrong.
As an aside, why would you pay £45 for 10 bottles of infacol? It's only £3.50 online to order from an online pharmacy?

nauticant Thu 22-Dec-16 21:43:39

I'm sure the OP will take on board your stream of consciousness thenewaveragebear1983.

In the meantime, could you provide a clear summary of your valuable thoughts?

thenewaveragebear1983 Fri 23-Dec-16 09:49:03

What do you mean nauticant? I have done what everyone else has done and offered my personal experience of Ebay, and I know that if you offer combined postage you have to amend your invoices to show this, not just charge less or refund one postage charge. The seller has agreed to send 2 packages and has only sent 1 (which hasn't arrived?) so Ebay are going to at least insist they refund one set of payments.
And with regards to the infacol purchase, which I think your comment was aimed at, no I wouldn't buy medicines over the Internet from a private seller when they come in unsealed, non tamper proof packages such as infacol, especially when it's a pound cheaper from a reputable site or chemist like boots.

Op I hope you get your refund. eBay customer services have always been excellent in my experience so maybe give them a quick call if you haven't already?

Cakescakescakes Fri 23-Dec-16 09:50:58

Colief not infacol. Colief is much pricier.

thenewaveragebear1983 Fri 23-Dec-16 09:57:02

Cakes thanks, my mistake. Why nauticant couldn't have just said that instead of being sarcastic and rude though is beyond me. Takes all sorts I suppose....

nauticant Fri 23-Dec-16 18:08:53

thenewaveragebear1983, you are right. I apologise for my sarcastic post. Although I thought you were making a simple "item not received" matter more complicated, it was wrong of me to take out my irritation from a frustrating day at work out at you in such an unnecessarily rude way. Lesson learned for me. Have a lovely holiday.

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