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.

[HortonWho]

You cannot get a refund if you do not send the item back. Ebay policy.

Be very careful and call ebay again. Explain she is contacting you outside the resolution centre and says she will not be available to receive returned goods until x date. Tell them you are concerned she is 1/ stalling 2/ will get a "neighbour" to sign for it and claim she never received the returned item. Ask ebay how to proceed. If they give you a label, then ebay has the contract with the courier and eBay will be chasing up if scenario 2 should occur. If you arrange for a courier, the contract is between you and the courier (so be sure item is insured and specify only recipients signature can be accepted). Also ask eBay what happens if courier attempts x deliveries and item is returned back to sender.

[yeOldeTrout]

How DOES a seller arrange to send a returns label to an unhappy buyer?

[TiredMummy2015]

I've no idea how she would get a returns label.

EBay have told me they will refund if she doesn't respond officially by Sunday. I've reiterated to her that she needs to follow eBays instructions, the ball is now in her court.

[19lottie82]

Horton you are wrong, sorry. A refund without sending the item back is possible, IF eBay instruct it. If a case is opened by the buyer and the seller ignores ebays instructions (as is happening here) then there is a high chance eBay will refund the buyer without them having to return the item.

[19lottie82]

A seller can purchase a label from a number of courier companies and uploads the tracking number in the resolution centre. They then email it to the buyer who prints it out and attaches to the packaged up item and then arranges a pick up or drop off with the courier company.

[HortonWho]

I think I skipped a few pages here, but I understood the seller was disagreeing about when the return it and wanted to arrange for a courier at specific date. eBay policy states
"In some cases, we may not require that an item be returned to the seller. In these situations we refund the buyer and may seek a reimbursement from the seller if, for example:

The seller chooses not to accept a return request or provide or fund a return postage label.
The item location was misrepresented.
It’s hazardous to post the item back.
The item no longer has a value for example a ticket for a cancelled event."

I understood eBay was saying to her if seller chooses not to provide return label, she doesn't need to return it. Whereas the seller was arguing about when to arrange for the return. Maybe I'm misunderstanding.

[TiredMummy2015]

The seller was trying to arrange a courier to collect from me but she wasn't doing it via the resolution centre or in the way eBay requested.

Anyway she is now saying she will send a label and give eBay the tracking details so fingers crossed. I presume if she does this and scrimps on the insurance that it will be her liability?

[19lottie82]

Totally. As long as the tracking shows delivery, or an attempt at delivery, then you'll be refunded in full.

Just make sure the label comes with a tracking number then YOU upload it to eBay via the resolution centre, making sure you return it to the return address provided in the resolution centre.

Personally I doubt she will send you the label within the specified time frame is the deadline tomorrow?), but if she does, pop on here for advice if you have any questions concerns as to whether it has been correctly issued, or have any concerns.

[TiredMummy2015]

The deadline is today... I've not received anything but I think she is still thinking the 29th. I just hope she doesn't buy the cheapest courier again... The original delivery took well over a week!

[19lottie82]

If the deadline has passed (tomorrow) and u don't have a label, ask eBay to step in and help

[TiredMummy2015]

I've not heard anything yet. Looked on eBay and I can't see a way to Chase eBay to get them to step in?

[summerwinterton]

what time of say did you open the case/escalate it?

[TiredMummy2015]

About 9am

[19lottie82]

Keep checking back tomorrow. If you can't see an option to escalate / ask eBay to help by the PM, give them a call.

[TiredMummy2015]

This is still rumbling on Ffs!

EBay have told me the seller has arranged collection and have sent a tracking number but I have no details. Contact the seller say eBay... " eBay noes the details" (sic) says the seller....

Going round in circles!!

[PotteryPotKnobs]

Have you thought of telling the seller that you are going to contact Trading Standards? Any sold item has to fit the description and be fit for purpose, and if hers wasn't, then the TS may be interested.

It just might shake her up a bit, you never know.

[TiredMummy2015]

She isn't a business seller so I don't think that would work.

[19lottie82]

Even so, you should still have a returns label. Phone eBay and speak to a proper person, and ask them to explain when the item is being collected, and what steps you should take to preserve your buyer protection, explaining that the seller is being uncooperative about providing the details or a return label.

[TiredMummy2015]

I tried the tracking number in my hermes ( as that's who she used to send the buggy originally) and it worked but she has obviously used the cheapest service as it says it was booked on the 22nd!

EBay are really useless. They've emailed me detailed instructions as to how to message a seller.... My query was what to do now she is refusing to give me information on the collection. I will call them tomorrow in the vain hope I get someone with half a brain cell who will do.more than just fob me off.

[19lottie82]

She may have booked for a drop off at a parcel point rather than a collection. But again you require a label, not just a tracking number. And make sure the service she has purchased is sufficient for the size and weight of the buggy. When / if you get a label it should state the maximum weight of the parcel on it, and refer to the Hermes site for the maximum dimensions.

Message her in the resolution centre and remind her you need an actual
Label, not just a tracking number and get her to confirm that she has paid enough to cover X kilos and X dimensions.

And yes, PHONE eBay, you won't get anything but an automated response /
Scripted reply from
Email or live chat.

[TiredMummy2015]

I won't be dropping it off at a parcel point... Im 9 months pregnant and it's a bugaboo donkey so massive!

I will call eBay today but last time I called they were obviously reading from a script too.

I am definitely off ebay after this!

[19lottie82]

You may not have a choice if that's the label she sends I'm afraid.

However the maximum length of an item Hermes will accept is 120cm. Does the Pram fall outwith that?

[MrsDeathOfRats]

At least most parcel shops will let you drop off in the evening. Hopefully you have someone who will help you after work?

Having just read the whole thread this sounds like a total nightmare!!
I thought I had come across some right numptys on eBay but this takes the biscuit!

[summerwinterton]

I think it may be too big for a Parcelshop drop off tbh

[summerwinterton]

4. What is the maximum size and/or weight of each individual parcel?
   Parcels must not weigh more than 15 kilo's.
   We can carry parcels that weigh up to 15 kilo's each, up to 120 cm in length. If you add the two shortest dimensions and multiply them by two and then add the length, the total calculation needs to be fewer than 225 cm.