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Original poster

Returning large items, refunds, tracking etc. Help

181 replies

JaneBirkin · 29/10/2011 11:59

I bought a sofa on ebay, from a business seller. This means apparently that they have to accept returns - and it says on the listing, returns must be requested within 7 days, delivery charges non refundable etc etc. (I know this doesn't mean they have to but I think under the consumer act they do).

Sofa is hideous, well parts of it are - described as high quality but on a lot of it they have used the cheapest, thinnest leather possible that looks and feels like plastic. It's horrid.

I rang the shop and asked to return it. They were funny about it but said yes, Tuesday. It arrived yesterday btw. they said the packaging is gone, so it is a problem, but I looked this up on the consumer website thingy and it said they can't refuse because of packaging and they took it with them anyway. So I think I'm ok there.

Problem is I paid with paypal, and I can't get tracking for the return, because the shop is collecting it themselves in their van. I'm worried they won't refund or will keep too much of my original payment.

I rang paypal who were useless and said that without online tracking they couldn't do anything. I said well, they don't have tracking for the delivery either, so can't I say I haven't received it, once they've taken it away?
They said no, as they know I've received it because I've told them Hmm

I'm not sure what to do. What if they pick it up, then refuse to refund - can I then open a claim? I don't know what the answer is and am really worried about it as the shop obviously want to make it as difficult as possible.

OP posts:
fergoose · 30/10/2011 13:19

well the stock photo isn't the actual item is it, so could be misleading. Also I bet he used the photo without the permission or the original photographer - another big no no.

Yes you can mention it in the dispute - you didn't get the sofa as per the one in the picture did you?

Do take a copy of the auction, it doesn't stay on eBay for ever, and it will be useful to have if you do need to go to court.

Original poster
JaneBirkin · 30/10/2011 13:19

Oh okay have done file, save as, and it seems to be saving the webpage as a file on my desktop. Hopefully.

OP posts:
fergoose · 30/10/2011 13:20

click on the auction page in a white space - right click then scroll down to 'save page as' then give it a name and save it somewhere easy to find like documents or pictures.

fergoose · 30/10/2011 13:22

by the way - who do you bank with, as in where did you pay the paypal payment from. Have you investigated if you are covered by verified by visa?

Original poster
JaneBirkin · 30/10/2011 13:25

Thanks, that makes sense. It says the page can't be saved for some reason but will keep trying.

OP posts:
Original poster
JaneBirkin · 30/10/2011 13:26

I'm with natwest. I have a visa debit card but didn't use it for this transaction.
I did call the bank yesterday but they didn't have anyone who could help.

How do you check if you're covered?

OP posts:
fergoose · 30/10/2011 13:27

Try a different browser? I use firefox and it works with that.

Original poster
JaneBirkin · 30/10/2011 13:33

Ah, I don't have firefox, might try that, Thankyou.

OP posts:
fergoose · 30/10/2011 13:35

so your paypal account is linked to a natwest account?

Read this

www.legalbeagles.info/forums/showthread.php?t=21753

Original poster
JaneBirkin · 30/10/2011 13:37

hopeful?

I will read your link now

OP posts:
Original poster
JaneBirkin · 30/10/2011 13:47

well it looks a bit like it only applies when you actually use the card to pay? I don't know, I can't really understand it.

Anyway I will call the bank tomorrow to try and find out.

OP posts:
fergoose · 30/10/2011 13:47

To be honest I'm not sure how it works, but it is worth a try. I reckon that and consumer direct are your best bets.

Original poster
JaneBirkin · 30/10/2011 13:48

I'll let you know what happens.

Still curious about that poster who bought the necklace, but her thread went quiet.

OP posts:
fergoose · 30/10/2011 13:49

but you did use the card to pay didn't you - paypal are just a middle man as it were.

when you register with paypal you give them the card number don't you, so you did pay with the card, just via paypal.

fergoose · 30/10/2011 13:49

paypal refused the appeal which is an utter joke - she is now trying a chargeback with her bank I think.

Original poster
JaneBirkin · 30/10/2011 13:50

I think they have the bank account number, not the card number? I don't know, I will check but it said instant bank transfer, not card payment. I have a credit card on there too but didn't use that. Should have done.

OP posts:
Original poster
JaneBirkin · 30/10/2011 13:51

Oh no...I am starting to think less of paypal recently. They are looking like the toothless puppy. Hope she gets the chargeback alright.

OP posts:
fergoose · 30/10/2011 13:52

yep I agree

here it is - a bizarre and totally wrong outcome I reckon.

www.mumsnet.com/Talk/ebay/1331235-To-tell-you-all-that-you-are-NOT-covered-by-Paypal-Protection-when-you-buy-from-Ebay

Original poster
JaneBirkin · 30/10/2011 13:53

When I talked to them yesterday, paypal said sorry but there are certain items they aren't much help with, ie things you can't get online tracked delivery for.

I almost put in a claim over non receipt as the seller has no proof, only a bit of paper, nothing online, but I'm not that devious.

OP posts:
Original poster
JaneBirkin · 30/10/2011 13:54

Oh poor thing. Horrible outcome. No one should go through that, she had more grounds to claim than I do I think.

OP posts:
fergoose · 30/10/2011 13:54

and yes a paypal payment shows as a bank transfer, but it isn't a direct debit, it is a payment using your bank card, so exactly the same as a shop. When your card expires you have to give a new card number don't you, so it is a card payment.

fergoose · 30/10/2011 13:55

No I know what you mean about the non receipt thing - although it is tempting.

Original poster
JaneBirkin · 30/10/2011 14:09

I'll check out whether it's through my visa card, that would be good Smile

Thanks again.

OP posts:
Original poster
JaneBirkin · 30/10/2011 14:20

I just called paypal, who said no it's direct bank transfer, they can't do anything re card protection etc and don't advise chargebacks (well, they wouldn't!)
Worth a try though. Smile Consumer direct might be more helpful.

I understand from the necklace thread that ebay make the seller prove their description is accurate...I'm wondering how they can prove it's luxury leather, how they can prove it's high quality and doesn't have big creases in it.

but still, got to get it back to them if I have to return it, and that means a grey area in terms of proof of delivery or refusal, and paying a third party courier/man and van to do it. I'm not sure if it will be worth the cost involved.

CD might have other ideas about small claims and so on, or writing letters. I have a feeling the seller will fight all the way.

OP posts:
fergoose · 30/10/2011 14:48

I still think you should start a chargeback regardless of what paypal say

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