Got Ripped off, Seller Refuses to Accept Return?

[gilliankehler]

I recently purchased a new Keurig K450 from a seller on ebay. It arrived today and all I can say is, wow. The water reservoir has a huge crack running up and down it that leaks water. The power button doesn't work. It has coffee stains all over the sticker on the front (not new obviously) and came wet for some reason, wrapped in one layer of bubble wrap in a loose box. The bubble wrap had pretty much rubbed off it by the time it arrived.

I went to contact the seller about it but ebay suggested I open a return request, so I did. The seller immediately agreed to the return, but then messaged me saying the exact opposite, that he didn't want it back and he would not pay for the return shipping even though ebay said that's what he would do in the return request! He's supposed to send me a return label for it but clearly not interested in doing so. 

I also just discovered this isn't even the K450 model, it's the 200 and doesn't have half the features it's supposed to.

I tried opening a dispute in the Resolution Centre but of course I already opened the return, and it won't let me open a dispute. What do I do in this situation?

Thanks in advance for your help!!

[orphanitems]

Hi, What a disappointment for you.

I have had similar things happen.

When a parcel arrived first I took PHOTOS of the damage, then file a NOT AS DESCRIBED.

I think you may have to wait a day or two before you file a NOT AS DESCRIBED - it will take time to get your money refunded.

PHONE ebay and Paypal. 

Everything written back and for -  to the seller and what they say to you in communicating is recorded - but make sure you ONLY communicate THROUGH the EBAY EMAIL.

The seller has to send you the return label, otherwise - you keep it and get your money back.

IT took about 2 weeks for me to get my money back, but be patient.

Good luck

[femmefan1946]

 Well you and the seller agree on something.

, that he didn't want it back and he would not pay for the return shipping

And you don't want to keep it and don't want to pay to return it.

I suggest that you take the pictures and send those to him. Ask if that will satisfy him that the coffeemaker is unacceptable. If he agrees, and refunds your money, destroy the useless machine.

Here are the benefits for you.

You get your money back.

Here are the benefits for him.

He doesn't have to pay for the return of an unsaleable item.

He may avoid a Defect on his selling account.

You won't leave negative feedback* or trash his DSRs.

You and the seller should know something eBay can't figure out.

The seller is not able to send you a return shipping label if he is not here in Canada. It just can't be done. Period.

Two words. Im. Possible.

So let's keep it polite and adult and get both of you out of a bad transaction with dignity.

* Do NOT mention this in your message to him.

[gilliankehler]

Thanks for the very helpful and informative replies, both of you! I'm so grateful you stumbled across my post. 

I forgot to mention in the initial post that I did take pictures, and I not only uploaded them to the return request, but I sent him a message with the pictures through Ebay messages. 

The guy is STILL in denial. He is still arguing with me that it's the 450 model, not the 300 even though I sent him a picture of it saying "K-300" on the bottom!! He refuses to cooperate or even admit that there's a problem. I have asked him to refund me, he says no . I have asked him to send me a return label, he says no. All the while I've been treating him with courtesy and maturity, but he's acting like a child, he keeps saying the same things over and over ("No it's the 450 model!!" "No it's not broken!" ""No I won't accept it back!") so I see no point in communicating with him anymore.

Should I just wait until I can "ask ebay to step in" with regards to the return case?

Thanks again! 😄

[maximus7001]

Call ebay and have them deal with it. If you dont have your money back within a few weeks then try plan b. Did you fund the purchase with a credit card? If so you can call the card company and get them to do a chwrgeback.

[pjcdn2005]

Should I just wait until I can "ask ebay to step in" with regards to the return case?

Yes but when you can do do that, it might be fastest to phone ebay to ask them to look at the messages where the seller refuses to send a return label. You will likely be refunded without having to do the return.

[pjcdn2005]

Was that sent through the gsp?

If so, and the problem was just that there was damage, the gsp would likely take responsibility

and refund without a return so that might be why the seller thinks that they don't have to return.

It sounds like it could be a damage problem (gsp issue) and a not as described problem (seller issue) so it's possible that they will

require the seller to pay for the return and that the gsp will refund you the international shipping fees and

import fees. When you do ask ebay to step in,make sure you mention that it is a gsp claim.

Or, because it is a gsp situation, you might want to phone ebay now and see what they say.

[gilliankehler]

Thanks again for the helpful comments. I would probably be likely to classify this as a not as described because it's not even the model it was supposed to be. The breakage during shipping is just an aside haha.

I'll be getting on the phone with eBay I guess since the seller refuses to send a shipping label and/or refund me.

Thanks again for the help!

[femmefan1946]

I'm going to repeat.

You and the seller should know something eBay can't figure out.

The seller is not able to send you a return shipping label if he is not here in Canada. It just can't be done. Period.

Two words. Im. Possible.

In a situation of trust, which may be long gone in this case, the buyer would be returning the item on her own dime, and the seller refunding the original payment PLUS the return shipping when he receives it.

Ask again if the seller will accept photos of the broken machine (and all the other problems) rather than the return.

BTW, we're working on two assumptions here.

The seller is in the USA, not Canada or overseas.

The seller did not use the Global Shipping Program.

If either of these is not true, then all the advice you have received must be revamped.

[maximus7001]

You never answered the question. Was this purchase done through the global shipping program?

[pjcdn2005]

I'm fairly sure that it was but being that this is a seller caused problem, not a gsp problem, it doesn't really matter.

It would only matter if the buyer soley focused on the damage in shipping and I think that it is too late to do that now.

[gilliankehler]

Yes, this was through the Global Shipping Program.

Yes, the seller is from the US.

So no offense to Ebay here but why would they order the seller to send me a return shipping label if the seller isn't even able to do so? Is there no course of action for international orders?

I have already sent the seller photos and he still refuses to cooperate. He doesn't even speak English well and I don't even know if he's truly understanding what I'm saying! He is sick of my constant messages and is refusing to speak to me anymore.

So what am I supposed to do now? I can call Ebay still but what do I even say to them? I realllllllllllly don't want to lose my $120 over this and I shouldn't have to, this is a clear case-and-point seller's fault, not mine in any way. Agh!!

[gilliankehler]

Yes.

[gilliankehler]

Actually when I filed the return request I was not yet aware at that time that I had been sent the wrong model, so all I mentioned in the return request was about the damage during shipping. I did message the buyer about it being the wrong model, arguing with him several times over about it through messages. If that saves me at all? I have no idea.

[gilliankehler]

He doesn't seem to "get" Ebay very well, maybe he doesn't even know how to view the pictures I sent him. Every response from him I got made absolutely no sense, was in broken English and broken sentences.

[gilliankehler]

If I close the return request case right now without returning it, can I open a not as described case for that item right away?

[gilliankehler]

I apologize for all the messages I've just posted. I've been digging through Ebay help files.

I just read that after 3 days, if I'm not happy with the seller's decision, I can ask Ebay to step in and help. However. The seller already said on the return request that he would accept the return - it's only in messages to me that he is saying now that he won't accept it, or refund me for that matter - so would Ebay then just look at the fact that he "officially" accepted the return request, and turn me down for my refund?

[pjcdn2005 · Accepted solution]

If you used the reason for the return that the item was damaged, that already is an item not received claim so do not close the claim.

Your options are - phone ebay, ask them to look at the messages from the seller saying that they won't send a label and see what they say

or phone ebay, tell them that the item you received through the gsp was damaged when you received it and ask to talk to someone who deals with gsp claims. I have no idea if they will look at the messages to check the communication between you and the seller.

or wait until you can ask ebay to step in and tell them that the seller won't send a label and they should rule in your favour and make the seller refund you.

[afantiques]

That last option would leave the buyer out of pocket by the amount of the GSP transport and tax charges.

I'd say the way to get a full refund is with the damage claim. Usually there is no problem and no need for a return but you do need to go through the formal process.

[pjcdn2005]

That last option would leave the buyer out of pocket by the amount of the GSP transport and tax charges.

Are you sure? If the seller or buyer did pay for return shipping and the item was sent back, the buyer would still recover all fees. I've seen that happen a few times. What is the difference if the seller refuses to pay for the return...ebay should still handle it the same way?