information on returns
Good evening, I bought an electrical panel and when I received it I saw that, besides being different from the photo, it had no brand and no CE marking as required for electrical products, and no user manual or related warranty, so I am requesting a refund. Ebay tells me that the seller accepts the return but won’t buy the label and tells me to contact him to agree on the shipping, and that the costs are the seller’s responsibility. I have contacted the seller several times and he always tells me that the return is at my expense. I would like to notify ebay for intervention but despite following the procedure it won’t let me send anything because the return process is underway. Could someone tell me how to contact ebay or how to proceed so as not to risk the dispute being closed, or whether it would be better for me to ship at my own expense and then request a refund from ebay. Thanks
oromarg_0
OP3 years agothank you all for the help you gave me, I managed to get eBay to call me and so after explaining the problem they sent me a prepaid return label. thanks again to everyone and also to EBAY
heavenwelkin
·3 years agoThanks for the update oromarg_0
In my view it should be emphasized.... Ebay provided a shipping label at its own expense because the seller, for a number of reasons, did not provide the shipping label.
Good job ebay.👏
Best regards.
morgana10
·3 years agoGreat news! Unfortunately, there aren’t many posts like this because many people ask for help, but few communicate the final outcome. Instead, we should remember the people who took some of their time to think about someone else’s problem and give their opinion, also to know whether it was useful or not; of course, it’s nicer to hear that the problem was solved 😊 Thanks for letting us know.
Best regards and have a good day everyone.
oromarg_0
OP3 years agoregardless of the outcome, I think it's a courteous gesture to thank those who tried to help you solve a problem. now the package has been sent back to the seller and I'm waiting for the refund.
thanks again everyone
morgana10
·3 years agoIt should be as you say... however, most of the people who hang out on the Forum are very cautious when it comes to gratitude 😅
I haven’t been online in the last few days and I hope the refund has already reached you.
Best wishes and a happy Easter to the whole community 🕊️🥚🐇
oromarg_0
OP3 years agotoday they refunded me and finally the dispute was closed thanks to Ebay
thanks for helping me resolve it and I wish the whole community a peaceful and happy Easter
morgana10
·3 years agoPerfect! Glad that everything worked out fine. Thanks for the wishes 🙂
Best wishes to you and your loved ones too for an Easter of joy and serenity. Wishes that I extend to the whole Community.
Bye 🙂
heavenwelkin
·3 years agoFor those who are not familiar with certain dynamics and mechanisms, help from the forum or customer support is definitely the best route.
Then perseverance and patience are needed because procedures must be followed to the letter and sometimes unexpected issues happen (like when the seller refuses to provide the return label) and you don't know how to move forward in the process.
The forum did its part but part of the credit goes to the buyer, who put himself in the best position to receive help.
Not everyone manages to keep up with the procedures by following the instructions to the letter, you have to stay calm and keep a clear head.
If you lose patience easily and want everything right away, the forum can't work miracles.
Kind regards.
actar80
·3 years ago👍Glad it ended this way..... Regards 👋
morgana10
·3 years agoAs already written, the return shipping costs for an item that is not as described must be fully paid in advance by the seller, see here https://www.ebay.it/help/buying/returns-refunds/start-return/return-postage?id=4066#section3:~:text=Il%20venditore%C2%A0%C3%A8,di%20intervenire. If they don't do it from day 4 onward, you can ask eBay to step in (explaining that the seller does not provide the return label) and in any case you have a maximum of 21 days from opening the dispute to ask eBay to step in https://www.ebay.it/help/buying/default/ask-ebay-to-step-in?id=4701#:~:text=Hai%20comunque%20fino%20a%2021%20giorni%20dall%27apertura%20della%20richiesta%20per%20chiederci%20di%20intervenire.
Regards
oromarg_0
OP3 years agohi I wanted to let you know that I had already tried to ask eBay for intervention, but without any result.
the problem is that before I asked eBay to intervene, they had told me that the seller accepted returns but couldn’t buy a label, so I should contact them to agree on the return, but unfortunately the seller keeps telling me that if I want to make the return, I have to pay the shipping myself.
I would like to report this seller’s decision to eBay, but I can’t and I don’t know how to do it, and now the symbol to chat with eBay doesn’t even appear for me anymore. thanks
morgana10
·3 years agoThe same thing happened to me some time ago and I asked eBay to contact me by phone; the operator immediately sent me the label through eBay and resolved the case. When I asked... “what if I hadn’t called?” I was told that you need to ask to be called. So I recommend contacting eBay, not in chat; at the bottom of the help page you’ll find:
Other options for you
oromarg_0
OP3 years agothanks tomorrow I’ll try to get myself called and I’ll let you know thanks again
heavenwelkin
·3 years agoGood evening oromarg_0
Return an item in exchange for a refund starting from here:
https://www.ebay.it/help/buying/returns-refunds/restituisci-un-oggetto-cambio-di-un-rimborso?id=4041
Select the item and open the claim case.
On this link there are also instructions on how to move through the various stages of the procedure.
Keep in mind that in the case of a non-conforming item, the seller must provide a return shipping label at their own expense.
I recommend avoiding paying the return costs out of your own pocket, as you will then lose them.
If the seller does not cooperate after 3 days, you can ask eBay to intervene, specifying in the box where comments can be sent that the seller has not provided the shipping label, and then ask for eBay's intervention.
Alternatively, after 3 working days you can also (if you prefer) contact eBay support by phone or chat.
Kind regards.
oromarg_0
OP3 years agohi, thanks for your reply but I had already followed the procedure you told me but nothing.
ebay, following my request, had told me that the seller accepted the return but can't buy the label and that the return shipping costs are the seller's responsibility, so to contact him to agree on the return.
I contacted him several times but every time the seller tells me that I have to return it at my own expense and so I would like to contact ebay to step in but following the procedure it doesn't allow me to, so how do I contact ebay? maybe by chatting like you suggested or by phone but I can't find it. thanks
marioelegio
·3 years agoMorgana ti aveva già dato il link per chiedere l'intervento di ebay: https://www.ebay.it/help/buying/returns-refunds/chiedi-ebay-di-intervenire-acquirenti?id=4701&st=3&pos=1&query=Chiedi%20a%20eBay%20di%20intervenire%20-%20acquirenti&intent=chiedi&lucenceai=lucenceai&docId=HELP1382
ciao
mario
oromarg_0
OP3 years agohi thanks for replying, but I can’t proceed with the intervention request procedure, maybe because if I open the return details it says the return has been started and I don’t know if the seller was able to do this precisely so I wouldn’t be able to contact eBay
heavenwelkin
·3 years agoContact eBay via chat or by phone and explain the problem to the operator.
go here:
https://www.ebay.it/help/account/contacting-ebay-customer-service/contatta-ebay?id=4379
Scroll to the bottom of the page, in the gray bar it says:
- chat with us
- ask us to call you
Select one of the two options to get help from an operator.
Kind regards.