Returning an item received different from what was agreed

Good morning, yesterday I received an item in conditions different from what was agreed with the seller.

I immediately opened a return request for having received a different item.

A little while ago the seller accepted the return request and I received this email:

Hold tight for your return shipping label

Good news: Your return request has been approved. The seller will provide you with a return shipping label to send the item back to them.

If the seller does not contact you, we are available to step in starting on March 13, 2024.

Soon after I received another email:

Return numbers ready to be shipped

We have received your return request for . Print the shipping label and ship the item by . The refund will be issued within 5-7 business days of receiving and inspecting the item.

Too bad that in practice I haven't received any label. In fact, in the window the only thing that appears is the address to send the item back to.

What should I do? Even going on eBay's shipping service it doesn't let me create a label.

Even going to https://resi.ebay.it/ it tells me: Returns There are currently no returns that require labels.

I could also buy a shipping label on my own, but how can I protect myself so I can then be reimbursed if needed?

Thanks

mocer-75

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Posted 2 years ago·Last reply 2 years ago

11 comments

mocer-75

OP2 years ago

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Courier came by today to pick up the product...
Delivery expected to the seller by Tuesday the 12th.

mocer-75

OP2 years ago

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The seller provided me with the label, I took it to the post office and it returned the error: Incorrect code, product not for sale.

It’s a postedeliverybusiness express label; at the post office they gave me two explanations:

1) Since they provided me with an image and not the original PDF, the label (or rather the code to be scanned) does not meet the standard dimensions.

2) This shipment is handled by SDA, who will come to pick it up at home.

Do you have any experience with this? I won’t even comment on the situation, which is worthy of an odyssey.

daxsisko

·2 years ago

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@mocer-75 wrote:
The seller provided me with the label, I took it to the post office and they returned this error: Incorrect code, product not sellable.

It is a postedeliverybusiness express label; at the post office they gave me two explanations:
1) Since they provided me with an image and not the original PDF, the label (or rather the code to be scanned) does not meet the standard dimensions.
2) This shipment is handled by sda, which will come to pick it up at home.

Do you have any experience with this? I won't comment on the situation, which is worthy of an odyssey.

.... there is another possibility..... but we're on a public forum ......... the idea is starting to take shape that you'll have to resort to Ebay support, as I predicted...... wait and see what happens and if it doesn't get resolved (for example courier home pickup...... ) contact support on March 14.....

mocer-75

OP2 years ago

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It's a possibility I always keep open, as you rightly say, but one to pursue only starting from the 13th.

It's not really a little €20 trinket; I think it's in the seller's interest to get it back and put it back up for sale, and so far, aside from what I assume is inexperience (he only has 1 sale in his history besides this one) and 13 feedback in total, he's tried to be cooperative. Sure, I had to walk him through the shipping manager step by step with screenshots, etc. Meanwhile I checked on the Poste website and indeed for postedelivery business express there is the possibility to "schedule pickup". In the meantime I sent him a message, let's see what he replies.

daxsisko

·2 years ago

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@mocer-75 wrote:
It's a possibility I always keep open, as you rightly say, but only to be pursued starting from the 13th.

in fact, I'd start from the 14th (from the post I can see that Ebay wrote to you "if by March 13.....", so do it from the following day.....) .... I won't add anything else, hoping that the courier actually comes by to pick it up.....

marioelegio

·2 years ago

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Sometimes it surprises you how ignorant postal employees are about their own products.

(from https://business.poste.it/professionisti-imprese/prodotti/poste-delivery-business-express.html) BOOK THE PICKUP

To book pickups, check their status, or cancel them, you can access the portal MyPosteDeliveryBusiness , or use the Book Pickups feature. With Paperless Pickup you can book the pickup of the shipment at another sender's location without needing to print the transport document (or Waybill). The printing will be done directly by Poste Italiane.

mario

daxsisko

·2 years ago

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@marioelegio wrote:
Sometimes you’re surprised by how ignorant postal workers are about their own products.....

in short: I’m not particularly surprised by that......

mocer-75

OP2 years ago

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The seller told me that he can’t generate the shipping label and asked me if I can ship cash on delivery.

I advised him to use eBay’s shipping service, putting my details as the sender and his as the recipient, then to send me the shipping label in PDF, which I would print myself and stick on the package.

When I click the "mark as shipped" button, can I manually enter the tracking code, right?

What a complicated mess...

daxsisko

·2 years ago

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@mocer-75 wrote:
The seller told me that he can't generate the shipping label and asked me if I can ship cash on delivery.
given the seller's ( absurd) proposal, I have a feeling that in the end you'll have to contact Ebay ........

I advised him to use Ebay's shipping service, putting my details as sender and his as recipient, then send me the shipping label in pdf that I would print myself and stick on the package.
theoretically that would be one of the most sensible things to do...... but if the seller hasn't done it before, I doubt he'll do it after.......unless he's new to Ebay and/or isn't familiar with the procedures ( and anyway even in that case he might NOT do it......)

When I click the "mark as shipped" button, I can manually enter the tracking code, right?
if nothing has changed in recent times ( which is always possible, given that Ebay's rules are "hanging"..... ) , yes......

What a complicated mess...

as mentioned in other posts, Ebay really doesn't have a very easy-to-understand set of rules......

marioelegio

·2 years ago

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If you pay the return shipping costs in advance, then you won’t be able to ask for a refund. Stick to what they wrote to you; if you don’t receive the label by the 13th, ask eBay to step in. https://www.ebay.it/help/buying/returns-items-not-received-refunds-buyers/chiedi-ebay-di-intervenire-acquirenti?id=4701

mario

mocer-75

OP2 years ago

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Perfect, thanks.

Let's say that the thing that unsettled me is that if I don't ship by the 22nd, I won't receive the refund...

But actually the 13th comes before the 22nd 🙂

Returning an item received different from what was agreed

Return *numbers* ready to be shippedWe have received your return request for . Print the shipping label and ship the item by . The refund will be issued within 5-7 business days of receiving and inspecting the item.

(from https://business.poste.it/professionisti-imprese/prodotti/poste-delivery-business-express.html) BOOK THE PICKUP

Return numbers ready to be shipped

We have received your return request for . Print the shipping label and ship the item by . The refund will be issued within 5-7 business days of receiving and inspecting the item.