Return of non-conforming and/or damaged item | Questions and answers among users

interlandi77 · 2023-06-24T13:41:04.874000Z

Hello,unfortunately, even though I’ve been an eBay user for decades, I still run into strange things, and I still end up dealing with unfair behavior without eBay stepping in on my side.Recently I bought an Oppo Find X3 Pro phone, and before buying it I repeatedly and insistently asked the seller ( there are messages to prove it ) whether the phone was brand new, perfectly sealed, never opened before. He replied saying the products are new.Well, the phone arrives, and it’s an opened phone, tampered with, charger replaced, box broken internally in several places, the exact opposite of what was claimed.I tell the seller about this, and I get an insane reply: " Hello,unfortunately we are resellers and we obviously have suppliers from whom we buy the products.We do not open the boxes, and the phones are sold to us as new. "So according to this logic the package could even have arrived empty, and it would have been the supplier’s fault.....?!?That said, the crux of the matter is that the seller refuses to cover the return shipping costs for the item, which in this specific case clearly seem to be his responsibility, as specified in eBay’s rules as well as European withdrawal-right regulations.At this point I contact eBay by phone, and a misunderstanding arises, a misunderstanding also fueled by the seller’s behavior.Basically I insist that I must also be refunded the return shipping costs and the seller says otherwise, but he does give me an address to return the phone to.The eBay operator on the phone tells me that three days are needed to proceed, and only after that can they step in against the seller and tell him to refund everything, return shipping included.I, and here according to eBay lies my "mistake", meanwhile return the phone to the address given to me by the seller, and wait for the refund, hoping it includes the return shipping costs, in my case 16.90 euros.If not, I think, after three days eBay will step in as promised!But instead, to my surprise, eBay has just told me that during that time frame they gave me, those famous three days, I should never have returned anything without first receiving a prepaid label from the seller.I should have waited the three days without lifting a finger and then asked eBay to step in, but in the meantime keeping the phone. The operator even just told me that it could have happened that I would receive a refund and keep the product, can you believe it!!!My promptness in returning the product ( I feared that by keeping the product longer the seller might then say the phone had been used ), advancing the costs, also misled by the seller who immediately gave me the shipping address, basically "screwed" me, because for some strange reason, even while acknowledging that I am 100% right, eBay can no longer intervene now!Even though eBay acknowledges that by the rules the seller should also have refunded my return shipping costs, for some strange automatic reason it now turns out that the case is closed, and once closed it stays closed..... but who closed this blessed case?!?!?!?Well!

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Return of non-conforming and/or damaged item | Questions and answers among users | eBay Italy