Not sure about condition of eBay item

[TiredMummy2015]

I bid on and win a brand new pram. It's arrived today and has quite a few scratches on. The box it came in was fairly damaged but I'm not sure the marks and scratches were caused in transit.

What are my rights if I don't want to keep it? I got it cheaper than retail but not cheap enough to be happy about the scratches.

[TiredMummy2015]

They have contacted me again to say they need pics to claim compensation from the courier. I imagine the item would have to be completely trashed for the courier firm to pay them??

[Anastasie]

How bad is it? There is also the option to pursue a partial refund, or discount, through paypal - that would mean you didn't have to return it and would be paying less for it than you did.

If that would be best for you it might be a good option, otherwise I would say just ask for a full refund and return it when you get the all clear from paypal.

[Anastasie]

Sorry crossed posts, I had this tab open a while!

You don't have to send them pictures, though you can if you wish, through ebay messages. It won't make any odds, you can see if they offer to refund, or just go through paypal anyway - and whatever happens don't send it without the tracking or they'll claim it never turned up and you won't be able to prove it.

I would send them a pic or two of the damage, probably. What's their feedback like?

As for claiming from the couriers what a load of bollocks - how well was it packaged? Unless it wasn't even packed, then the scratches were there when they posted it.

[TiredMummy2015]

Pics

[Anastasie]

The couriers won't entertain their claim. Not if it was in a box. How could it be transit damage if it was packed?

I sent a pram once and neglected to pump the tyres up really hard, and left them on a heavy frame, and the couriers clearly dropped the box and one wheel got buckled. I saw a photo and could hardly believe it.

I sent the buyer a brand new wheel from the factory.
I don't think I got anywhere with the couriers.

Scratches can't be courier damage - but don't enter into this with sellers, just nod and smile and open a dispute.

[Anastasie]

Yes that is plenty to open a dispute with.

The frame coating is very easy to scratch in that manner while handling it, but the plastic has taken a scrape on something - my guess is they used it a few times then decided to keep the brand new one.

Arseholes. What about the chocolate - is there much of it? Where is it?

[Anastasie]

also check the wheels - do they look used at all?

[TiredMummy2015]

Hard to photograph but to me doesnt look like its unused.
I havew another Bugaboo and its got scratches after 2 years but it didn't arrive with any.

[Anastasie]

Oh yuk to that handle thing in the last pic

That's grim

you might have more luck in daylight, with the photos - can't see much on the seat one.

[TiredMummy2015]

The wheels have some weird sticky stuff on but could just be from the rubber. They don 't look used outside but they aren't pristine either - they are a bit dusty.

The chocolate wont photograph at all on the black fabrics.

[TiredMummy2015]

That;s the footbrake.

So i'm not just being fussy and ebay will let me return it?

Had I got it cheaper I may let these marks go, but I have only saved circa £200 and it doesn't come with any extras like the fabrics.

[Anastasie]

No forget the wheels etc, there is STUFF on your pushchair, and it should not be there!

Go all out with the dispute. Courier damage my arse! Unless of course the sellers offer you a substantial refund and you get to keep it (and clean it up) if that is what you prefer.

See how you get on but don't close a dispute if you open one, until you have the actual refund in your account.

[TiredMummy2015]

Do I dispute it as damaged or not as described?

[Anastasie]

You could try asking for another 200 off, if that would be acceptable to you or however much you would feel alright about.

They might agree just so that you keep it and they don't have to refund the lot.

But if you prefer to send it back and buy a new one, or a different second hand one, then you will certainly be able to do that. Paypal very rarely find in the seller's favour in a case like this.

[summerwinterton]

I don't think couriers open packages and put chocolate on items. She can sod right off. Don't send pics, open the case and block her from calling you. Anything else is harassment on her part.

[Anastasie]

Not as described. There will be a box to tick for the sort of problem, one of them says externally damaged, there may be one for dirty, I can't remember - if so tick both of those and describe the problems in the box where they ask for further details.

Also put it was described as brand new and is clearly used.
Should be fine.

[summerwinterton]

and open not as described.

[TiredMummy2015]

I'd rather return and buy new.
For the same price I paid for this I could get a good condition second hand with all the extras.

[Anastasie]

I think we need Lottie - I have opened paypal disputes recently but not ebay ones. I don't think paypal do a return postage label, but apparently ebay do.

You may be better off opening it through the ebay system rather than paypal iyswim?

Sorry not sure on that. Either way you will very likely get the option to return it, it's just whether you have to pay to or not.

[Anastasie]

Looks like you have to wait 8 days before opening an ebay one. I'd go with paypal. Also paypal are UK based, you can phone them and get a human being, ebay call centre is a joke and they are unpredictable.

Go through your paypal account, transaction page and from there, the paypal resolution centre. You will be able to open it there.

[TiredMummy2015]

I've just requested a return via ebay and uploaded the photo's.

[19lottie82]

You don't have to wait 8 days to open a case with eBay, just to escalate it. There will also be a similar window with a PayPal dispute.

Good that this has been logged with eBay. As discussed they may not issue a label (or a suitable one) for a return as its a larger item, so once you have been told to return the item, if you don't have a label, phone eBay and tell them you're not willing to pay for the return of a large misdescribed item

[Anastasie]

Thanks for clarifying that, it makes sense.

Well done OP

let us know how it goes.

[TiredMummy2015]

I've had ten messages from her today!
I've sent two back. She maintains its new but there's a handwritten label on the other side of the box and it's date stamped a week before I won it. I reckon she bought it from.another eBayer and got rid straight away.

Can I report her for harassing me too?

[TiredMummy2015]

Also she is saying she wants pics from me. I have uploaded to eBay why would she not be seeing these?