Buyer sent wrong item would like to exchange but no reply?

[drwho534]

Just received the package I've been waiting for (cost $155.00 U.S. plus $55.00 shipping!!) and on top of that an additional $35.00 in customs/duties only to find when I opened the box it was NOT the specific item listed and paid for. The seller has a 99% rating (only 1 neg) and sells alot of model train stuff and been on for years and is reputable so I'm sure they know what they're their doing. The item received was the right 'type' but the wrong color and model as shown and listed. This item is of no use to me and I'd like to return in exchange for the correct item paid for. However I suppose I am going to have to pay for return shipping, wait again and pay duties again (and hopefully not have to pay for the shipping again!!). Aside from paying for return shipping how can I get the item I paid for without incurring any additional expense...or is it all up to the sellers decision? And how soon does ebay/paypal credit or refund you if I take that course? How do I know I will actually be refunded? It irks me that I've incurred all this expense only to end up with something I didn't order, never happened before.

[judithsjewellery]

First read the listing again to make sure what was shown was what you purchased.

Second contact the seller to point out their mistake.

Third send the item back to the seller via tracked packet.

Ask the seller to send you a replacement via FIRST CLASS INTERNATIONAL MAIL not through the GPS so you won't have to pay those thieves again. If the seller refuses to do that ask for a complete refund.

On the package he should also include on the custom declaration REPLACEMENT Unit or Warranty replacement. Hopefully you won't have to pay taxes again.

Lastly, don't buy from sellers who offer GPS.

[femmefan1946]

Aside from paying for return shipping how can I get the item I paid for without incurring any additional expense

EBay now offers a money back guarantee, which in part , makes return tracked shipping the responsibility of the seller.

As usual, they didn't think this through, because there is no way for the non-Canadian seller to send you a return shipping label.

...or is it all up to the sellers decision?

So, yes, basically it comes down to the seller's ethical standards.

Contact the seller, calmly and politely, and politely tell him that you have received the wrong item. Politely.

Ask him how he wants to proceed.

Now.

The item does have to be returned to the seller for a refund (or replacement with the right item) and you have to use Confirmation of Delivery.

Look here for the parcel services available to you.

https://www.canadapost.ca/cpotools/apps/far/business/findARate?execution=e1s1

You don't need the fastest or the most expensive. (But do let the seller know that the Canadian Union of Postal Workers will be in a strike position as of July 2, and you want to get the unwanted item out of the country before then).

Get an agreement on which service works best for both of you. Remember the Confirmed Delivery part.

He can offer to Send Money to cover shipping using Paypal. This is best for you.

He can cross his heart and promise to refund the return shipping when he gets the parcel. This is best for him. (There are buyers who will demand the postage cost, keep it and never return anything.)

When he gets the item back, he should refund all your costs quickly.

Keeping it all polite and good natured, because we all make mistakes, makes it more likely that this will go smoothly.

And how soon does ebay/paypal credit or refund you if I take that course?

If the seller is being difficult, don't spend much time arguing. You don't need his permission to return the item or to open a Dispute.

EBay and PayPal have excellent Buyer Protection.

Refunds are usually in your PP account within a few hours of receiving Proof of Delivery (not shipping, delivery).

EBay has a shorter deadline, 30 days from delivery.

PP allows 180 days from purchase, but the buyer must pay tracked return shipping.

How do I know I will actually be refunded?

By using a tracked (Confirmed Delivery) shipping service.

Also. When you return the item, mark the customs declaration form 'Returned Merchandise' and enclose copies of the original invoice and shipping label.

This means the seller doesn't get dinged for import fees when he gets the item back. This is part of the 'polite' I think I may have mentioned.

You can get your customs fees (duty and sales tax) back by calling the CBSA phone number on the back of the customs invoice and explaining that you are returning the item. They will give you better advice about that than I can, and it may be slow.

You won't get back the Canada Post $10 service fee on that, though.

Politely.----- Captain Malcolm Reynolds.

[femmefan1946]

If this is a GPS shipment, there is a different system to follow.

Please clarify if the item came through the GPS with the import fees paid on purchase or by courier/Canada Post and the import fees paid on reciept.