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Original poster

Item not as described

28 replies

Cheesymonster · 30/03/2015 16:27

I was the only bidder on a Topshop bag described as "structured leather". I received it today and it's actually PVC. I paid £20 plus £7 postage. What can I do now? Open dispute or contact seller? She said no returns on the listing.

TIA

OP posts:
Iwasbornin1993 · 30/03/2015 16:43

Contact the seller first and see what solution they offer then if you're not happy, or they don't respond, open a case with eBay. Sellers stating a no returns policy doesn't actually mean anything with eBay as they offer a buyer's guarantee so they'll refund you anyway. Good luck!

Trying2Change · 30/03/2015 16:59

I would contact the seller if the item is not as it was described then you are due a refund, if the seller will not agree to this I would open a dispute, take a photo, especially if it has a label stating materials, and email this to EBay, your only other option would be to open a Paypal dispute where you can email the seller along with the dispute stating what the problem is and what you want to happen, Paypal will put a hold on these funds until the dispute is resolved.
In your case my first step would be to contact the seller first to see if the issue can be resolved without a dispute Smile

Original poster
Cheesymonster · 30/03/2015 17:27

Thanks. Am I responsible for return postage?

OP posts:
Trying2Change · 30/03/2015 17:32

Unfortunately yes you would be although if you do a dispute via Paypal you can request a partial refund and ability to keep the item, it's up to the seller though if they want the item back there's not much you can do sorry

DanGleeBalls · 30/03/2015 17:33

Does it say "structured Leather" anywhere on the bag? A tag or Label perhaps. You really must give the seller the time to resolve it before going in with all guns blazing. I have a business account with ebay and sell hundreds of items a week. We sellers try very hard to ensure everything is graded and listed correctly. Sometimes sellers use an existing listing as a template for a new listing and I have seen a few where some of the previous listings wording has accidentally been left in. It doesn't mean they are being deliberately misleading or dishonest, it's just a mistake.
Always try and deal with the seller in the first instance. Most are honest, decent folk who would do all they can for you. Every case opened has an effect on their performance ratings. If they are a pain then go for the jugular.

DanGleeBalls · 30/03/2015 17:39

Thanks. Am I responsible for return postage?

Is the seller a private or business seller?

Cherryapple1 · 30/03/2015 18:20

You need to open a not as described case with eBay. They might give a return label for free or even a no fault refund. There is no need to open a paypal dispute.

Original poster
Cheesymonster · 30/03/2015 18:56

Thanks everyone. She's a private seller. She's replied, saying she is sorry she didn't realise it wasn't leather. She will refund cost of bag but not postage.

OP posts:
Cherryapple1 · 30/03/2015 19:21

no she needs to refund in full - she cannot keep back the postage. Definitely do open a case. And btw writing no returns on the listing is worthless and means nothing.

nauticant · 30/03/2015 21:12

she is sorry she didn't realise it wasn't leather = she made the mistake = she takes responsibility for it and bears the cost.

(And also I don't believe she's telling the truth.)

I'd give her a chance to refund all transaction costs + return postage and if she didn't I'd open a case.

Original poster
Cheesymonster · 31/03/2015 06:43

I've asked her to clarify refund. She will only refund £20, not £7 postage I paid, or the £9.10 it will actually cost me to send it back 2nd class recorded.

Open eBay case now?

OP posts:
Original poster
Cheesymonster · 31/03/2015 06:47

And do I have to tell her I'm opening a case or do I just do it? Bit worried she'll leave me shitty feedback. I'm just about to list a load of bags myself!

OP posts:
Cherryapple1 · 31/03/2015 09:05

It will cost £3 to return Hermes - not £9.10. That is extortionate as is her £7 charge.

And no you don't need to tell her. And sellers can't neg buyers.

Original poster
Cheesymonster · 31/03/2015 09:45

Thank you Flowers

OP posts:
ragged · 31/03/2015 12:55

All sellers have to fully refund if item is not as described, nothing to do with private or business. The rules were different for years, but now all sellers have to refund if case for SNAD.

Open a case and you will get prepaid postage from Ebay to send it back, deducted from seller's account.

Seller isn't allowed to leave you neg f/back.

Cherryapple1 · 31/03/2015 13:43

Well - I opened a return today, not as described - wrong size. Seller refused the return. Case closed. eBay live chat refuse to do anything. Is this new I wonder. Very unimpressed.

ragged · 31/03/2015 14:21

How did you get a case decision in one day, Cherry? That would also be very new!!

Cherryapple1 · 31/03/2015 14:24

I opened a request for a return and the seller declined it immediately. I chose not as described, wrong size. Am very unimpressed. Also the seller is not registered as a business and they should be. eBay are not interested.......

ragged · 31/03/2015 14:29

If you go to resolution centre (where you opened the case, right?) does it say that the case is open or closed?

Cherryapple1 · 31/03/2015 14:34

It says it is closed;

The seller declined the return request
Reason for closing:Return closed without refund

ragged · 31/03/2015 14:38

I wonder if it was a technical hitch and when you clicked SNAD that click didn't register properly.
How much was it?
You can still Neg them but I know it's scant consolation.

Cherryapple1 · 31/03/2015 14:50

no - because the case says not as described, wrong size.

Live chat told me it is correct.

Have already negged. It was under a tenner - not really the point though is it. Seems v unfair!

Original poster
Cheesymonster · 31/03/2015 16:48

I've opened a case. She has sent a message asking why I've done this. She says she will refund the £27 but not my cost of returning it. Shall I give up and swallow the cost of returning it? In all my years of eBaying I've never had a problem before!

Sorry you've had a bad experience cherryapple1

OP posts:
Cherryapple1 · 31/03/2015 16:56

Thanks.

I would wait the 8 days and escalate it and do as eBay advise. you may not need to pay the return costs.

SistersOfPercy · 31/03/2015 23:47

Stick with the eBay system now, as a bit as described item you might get a pre paid label from eBay (which they will charge the seller for as well).

Escalate the case and bugger her, anyone half decent would be full of apologies not making you jump through hoops.