Sent back 7 items. Retailer says they received only 6.

[Avocado13579]

I bought 7 clothing items online from a Canadian company. The goods dispatched from their warehouse in Holland.

All wrong sizes, so sent back all 7 in 1 box (fedex) to the specified address in Holland. Received refund for 6 items only. Called to inquire a d was told that their warehouse had only received 6 items and they can't and won't refund the money for the missing item.

Never had this problem online shopping before. Google research returns some cases of the entire return not being received, but not a part of it.

How do I go about this..?

I assume you paid by credit card and I would ask the credit card company for the difference and raise the dispute via them.

Thank you so much for the advice! Yes I paid with a credit card using PayPal. Should I contact the credit card company or PayPal, or both??

This is frustrating. How am I supposed to online shop with them if I can't rely on their warehouse not losing the returned items or the company having a contingency for cases like this..

I'd go through paypal. They are great if you are a buyer.

Your receipt will have the weight of your parcel, point this out too PayPal, and that the Company agreed they had received the parcel, I hope the item weighed a bit as you can then add up the weight and Prove you sent it back.

I have had returned items in the same parcel being refunded on different days before with both Nike and another company, you might still get the refund.

@mummmy2017

That's a great point. But unfortunately my parcel was picked up by fedex from our home and the guy didn't weight it :(

@WeAllHaveWings

Unfortunately the retailer already said that their warehouse only received 6 items in a box not 7, so they won't refund the 7th item.

This is frustrating as the 7th item they must have lost or stolen in the warehouse is £££.

Thanks, I'll contact PayPal now.. Do you have any idea of the likely outcome in my case or how long it might take to resolve this issue? I guess all depends on my right as an online consumer which I'm not sure what exactly is, as the issue is with a foreign company..

FedEx WILL have a weight for the parcel.

You need to get in touch with FedEx C/S and ask them for the weight of the consignment (you should have the number to quote & they can look it up).

If you can also get the weight of the incoming parcel to you, then there is the proof it was the same.

If you input the tracking detail online does it show weight as part of the tracking info?

@Ariela

You are right. I just found a receipt in my inbox and it does say the weight!! This is great. But I don't have the weight of the parcel I received. I'll call fedex to see if they will release this info to me ( I have the tracking number of the received parcel).

That receipt is great - provided the collecting FedEx driver didn't nick it and re-seal the box prior to weighing when it arrived at the depot. Had you weighed it yourself?
Have a check and see if you've a delivery email from FedEx for the original delivery, as that may also show the weight.

Can you see any weight when you track the incoming original delivery? Sometimes this info is included with some carriers.

I've checked the parcel information from fedex.

The parcel I received with 7 items was 3.7kg. Parcel I returned with 7 items was 0.4kg which is just clearly wrong. The 6 items that the retailer claim to have received have well over 0.4kg as all 7 items have almost equal weight.

So it looks like this is not the way forward for me..