International returns help

[kettleoffish]

I bought a book from an eBay US seller. turns out the book is missing about 18 pages. The seller's listing did not mention it. It just said the condition was very good, and also the seller said "No Returns" on the listing. The package had been shipped via EBay's Global Shipping Program. I'm not sure if I can now open a dispute about this since if it requests a return, will I have to reimbursed for the expense of international postage? And if the seller says no returns, does that mean no returns? When I try to open a dispute, eBay's resolution centre wants me to put in a returns request. Not sure how to go about this. Can someone help?

I would email him first with a photo of the missing pages. I'm sure he won't expect you to return it as it is unsaleable. Hopefully he will either send you another one or give you a refund. Presumably he just didn't check before buying it himself, I can't imagine he sent it knowingly.

the seller cannot state no returns. I would open a not as described dispute if I were you.

The seller has asked me to return it. I presume I'd have to pay for international shipping to return it. Is it worth it though? Book cost £22 and will cost around £18 to send it. It is pretty hefty... nearly a kilo in weight.

I thought you only needed to send via eBay now - managed returns and all that. Have you opened a not as described case?

Yep opened a not as described case. There was only the option to ask for a return, so I did. The seller approved, and now eBay tells me I must return it and add tracking info. No mention of eBay managing my return in any way. I have to do it myself it seems, and provide tracking info once I've done so.

I don't know if I want to do this. It's crazy.

I would speak to live chat - I don't think you should be made to pay the return costs.

I just read EBay's page on returning items here at pages.ebay.co.uk/help/buy/return-item.html Sounds like EBay should be providing a returns label, no? Maybe I need to wait for them to send me one or something.

Ebay don't help at all with return postage,I'm afraid.

I think they should give a return label yes - which is why I would speak to live help now before time runs out.

I am on live chat now but they say there is a waiting time of 27 mins before their customer agent can talk to me. Waiting now...

Well if eBay won't pay international returns postage for "not as described" items, I will never buy internationally from eBay again. The postage is expensive.

These people have all the answers kettle.
community.ebay.co.uk/t5/Answer-Centre/ct-p/11900000007

I've posted my question there and I got a reply from someone basically that it's buyer's risk when buying from non EU or non UK EBay sellers. I'm still on EBay live chat waiting for customer service to chat to me by the way... I'll see what eBay's own says about this then.

If you don't get on live chat try phoning and use the ring back service which does work. I think that you will get a paid returns label or a no returns refund from ebay. Basically there is no point in you returning at that expense and the item is faulty. I would definitely pursue your point here. There is no way you should be out of pocket wherever you bought from - the seller should have double checked the book before sending. One for ebay CS. You might need to show evidence of the fault. Let us know what happens.

I am on live chat now. The agent is taking a long time mulling on this. I'm hoping they do pay for the returns.

They have now said I should contact the seller and come up with an agreement for the seller to pay for postage. I'm not holding my hopes up for this. But well lesson learnt. I'm never buying from US Ebayers again.

Here's an interesting twist. EBay CS has now told me that the reason why it is now just between the seller and me to decide how to go ahead, is because the seller had said "No Returns" in their listing. Basically the eBay cs said if the seller has no returns policy, then they are not obliged to shoulder any returns postage costs! Well I learn something new everyday.

I hope you leave neg feedback and low stars.

I think you should message seller to say how disappointed you are and that returning the book will cost you £18 which is not cost effective. To be fair the seller should refund and tell you to keep/chuck the book after all what can they do with it?? Say something like "I thought I would just give you a chance to resolve the issue, would you like me to email you photos of the damage/missing pages?" you can't really say you will leave a neg if they don't refund but hopefully they will get the idea. If no joy then I would just leave a neg and 1 star across the board. Poor you! What a crap seller.

Seller has explained that return shipping is too expensive and that she was offended I opened a case against her. She insists it was a genuine mistake and I think I believe her. She's not a business seller or anything. Someone on the eBay community centre forum has replied to me saying that eBay announced purchases made on eBay US/UK will have guaranteed eBay or seller-reimbursed returns postage in SNAD cases. The eBay announcement is here under the heading "Money Back Guarantee" www2.ebay.com/aw/uk/201408.shtml#2014-08-13113027

I don't know why the eBay CS on live chat said different though. I guess I could take it up with live chat again today but after last night's experience of waiting 2 hours for EBay Live Chat people to respond, I don't really feel like it to be honest.

They told you a load of rubbish because they were busy and tired. The one thing to remember about ebay is that their first priority is what's convenient for ebay. Glad to hear it's looking more promising now though.

A better reply from the seller would be "sorry I made a mistake and didn't sort it out straight away. Here is a refund, you don't need to return the book. I apologise for all the hassle I have caused you" - sod her feeling offended she should have been helpful in the first place.

In my experience ebay CS is extremely hit and miss and often they haven't got a clue. Occasionally you get a good one that sorts something out fairly quickly.