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eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

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Original poster

Buyer wants a refund!

22 replies

BootyMum · 10/05/2011 12:50

I am the buyer. I bought an item of jewellery which was advertised as 18k gold, it has now arrived and is silver in colour without a hallmark. It could possibly be silver plated but is definately not gold. In the photo it looked a golden colour but I suspect that was the lighting used.

Anyway I now want a refund.

Two questions - firstly how do you bring up the original wording of an ad of something you purchased? I want to check that I didn't misread or misunderstand something. Everytime I click on the ad in my purchase history the site clicks away from it saying I have won this item... Is there a way to bring up the original ad so it stays on the screen to read?

Secondly, how do I approach getting a refund? I thought to contact the seller first to discuss but I really want a refund of item and postage. Also how about a refund of the amount it will cost me to send it back to seller?

Any advice would be very helpful!

OP posts:

pramsgalore4 · 10/05/2011 13:09

Hi, go to ebay summary ( my ebay ) then go down to what you have won click on the item just like you did in the listing scroll down the page and there it will be, another way is type in what the discription was and go to completed listings down the side of the page and look for it, if it was miss sold ask for a refund from the seller if no joy contact ebay, if you miss read it ask the seller if he would refund either way think you will lose out on postage

Original poster

BootyMum · 10/05/2011 13:21

Thanks pramsgalore. I realised from your advice that I hadn't been scrolling down the page to where the ad was. Duh!

Anyway, now having reread the ad I realise that I was mislead as seller describes item as hallmarked 18k gold [which it isn't] and the lighting in the photo gives the item a gold tone [it is actually silver].

So do you mean I can ask for a refund of the cost of the item from the seller but can't ask for the postage fee back?

OP posts:

pramsgalore4 · 10/05/2011 13:35

the fact that you have bought an item not as described i would insist on a full refund including postage, if you get no joy contact ebay, if you paid by paypal you should be covered with them with the buyer protection, if you post it back ask ebay advise, i would be careful returning before refund, you always have to contact the seller first, let me know what they say

fergoose · 10/05/2011 13:47

in your eBay next to the item there is a drop down box.

select resolve a problem and follow from there.

but firstly before you go the official route you should email the seller and ask them to resolve it.

Always post back to the seller recorded, or any method which gives online proof of delivery (I think jewellery may need to go special delivery?)

A good seller will refund your return costs - but you may only get back the original costs to you (item plus original postage only).

Original poster

BootyMum · 10/05/2011 13:49

Thanks again pramsgalore. I have emailed the seller asking for a refund and the reason why. Will get back to you when I get a response!

OP posts:

Original poster

BootyMum · 10/05/2011 13:51

Also thanks Fergoose!

OP posts:

fergoose · 10/05/2011 13:52

Let us know how you get on. Most sellers are pretty decent and will want to resolve any problems.

PinotGrigiosKittens · 10/05/2011 16:51

Skanky bugger! Ask for your return postage to be paid too - dont accept any funny business OP. You go girl!

80sbabe · 10/05/2011 23:52

I agree with fergoose good sellers will refund the return postage too.
I am a business seller on Ebay and I have a no quibble refund policy - have to say very little gets returned though - and I feel it's only fair to refund all buyer costs.
It could be a genuine mistake - wrong item put in wrong envelope sort of thing. Have you checked the seller feedback ? That is usually a good indicator as to how reliable they are.
Do make sure as others have said that you return the item recorded whether or not they refund your postage it is best not to take any chances on a non- receipt claim.

Original poster

BootyMum · 11/05/2011 08:38

Hi everyone. Well the seller has responded saying she is sorry I don't like the item but insisting that it is 18k "white gold" and is hallmarked on the clasp - although I can't see any 18k hallmark. It looks like a very cheap silver piece, does have what looks like "YGP" on the catch, does anyone know what this means? She has said I can return for a full refund.

To be fair the item only cost me a few pounds in auction but it's the principle of the thing that is getting to me. Just seems a bit cheeky tbh, if I'd known the item was a cheap silver piece i wouldn't have wasted my time bidding on it. And the photo of item was misrepresentation of sorts as it did make the item look golden in colour.

Anyhoo, rant over! I am going to respond to the seller asking her to refund cost of item, the original postage and my cost to return it to her recorded mail. Is this the done thing in this sort of situation?

80sbabe I checked the sellers feedback and it seems she has previous for doing the same sort of thing... Other buyers complaining that items described as hallmarked or vintage which patently aren't [cheap chainstore items, etc]. However only 18 negative feedback in the last 12 months and 5000 odd positive - so she has positive feedback rating of 99.5% [which is what I looked at when I bought item]. So may be that most buyers are satisfied but I guess that depends on what their expectation on item bought is.

OP posts:

catsareevil · 11/05/2011 08:43

You have to return the item to her before she refunds you. If she refunds you first that is nice, but she does not have to.
You need to make sure that you send it back recorded delivery, so that you can prove that she got it back.

Original poster

BootyMum · 11/05/2011 08:48

Actually her neutral comments read similar and also some of the comments for positive! Seems some people were okay with leaving positive feedback even though they comment that item wasn't as described, wasn't gold/silver, wasn't hallmarked etc. And she seems to sell the same items again and again, ie silver hallmarked vintage toe-ring which numerous buyers have commented is not real silver, not hallmarked, etc.

This is what makes me cross, people making a living off blatant mis-selling!

OP posts:

fergoose · 11/05/2011 09:06

open a claim with ebay = not paypal

list what is wrong with the item, where you tick the box to say what you want select other and fill in the box to say refund

Escalate after I think 10 days (?) if the item is lowish value ebay will refund you and you won't have to return the item.

Then leave appropriate feedback :)

PinotGrigiosKittens · 11/05/2011 11:36

Is it OK to ask what the sellers ID is please so I know to avoid her in future?

Original poster

BootyMum · 11/05/2011 15:17

Hi Fergoose. Thanks for the advice. This is where I get confused - so even though seller has theoretically agreed to refund I can still open a claim with ebay? Does ebay refund cost of item and original postage cost?

OP posts:

Original poster

BootyMum · 11/05/2011 15:48

Hi again everyone. Have just checked my ebay to discover that seller has refunded cost of item and the postage already...

So just wondering what to do now. Am thinking of leaving negative feedback re misrepresentation of jewellery but stating that seller refunded promptly...?

Also ebay has put a "temporary hold" on refund and explains it thus "Occasionally we place a temporary hold on the authorisation process. In these cases the status will usually change to completed automatically"
Does this mean I should hold onto the item until status changes to completed before sending it back to sender?

Sorry for all the questions, I am relatively new to ebay and still finding my way around the site. All your advice has been extremely helpful!!!

Pinot the seller's ID is 912gemma.

OP posts:

PinotGrigiosKittens · 11/05/2011 15:52

Thanks BootyMum - just wish I could offer advice but afraid I'm clueless with eBay!

fergoose · 11/05/2011 16:17

yes - you can still open a case with ebay - and yes you will get all of your original payment back.

fergoose · 11/05/2011 16:19

sorry - missed a bit. Well I wouldn't leave a neg seeing as seller has refunded you already. Maybe a neutral and mark down the stars.

The hold on the funds - is your paypal funded from bank account via debit card. If so this can hold things up a few days, is nothing to worry about.

pramsgalore4 · 11/05/2011 17:40

Hi, when i was refunded it was held for a few days then cleared of hold i think this is standard, i would email her thanking her for refund and enquiring if she is sending postage cost so you can return, why should you pay out when she has history of selling tat

saoirse86 · 12/05/2011 10:48

I know you've opened your case now but FWIW "YGP" means yellow gold plated. It's likely it is silver or another white base metal and the plating has come off. (my DP's a jeweller!) YGP is not a hallmark and also is not the same as being 18ct gold. That means it was missold and you should be entitled to a full refund without having to send it back.

I would leave a neutral as it was not as described but she was helpful.

Original poster

BootyMum · 12/05/2011 14:19

Thanks Saoirse, that's interesting. It does look like YGP on the clasp... but the jewellery itself is very flimsy and cheap looking - is it possible that it was originally yellow gold plated? Perhaps that explains the yellow colour in photo, perhaps it is a photo of one with gold plating still intact? However the one I was sent is entirely silver in colour now.

Anyway, seller has messaged to say there is no need for me to send back the necklace and she has refunded me my purchase price and postage.

I think I will leave neutral feedback as you suggested above.

Thanks again to everyone who offered advice and suggestions!

OP posts:

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