I have recieved the wrong item and I have a technical issue while following the procedure

[gaetanl]

Hello,

I have received the wrong item from a seller.

Steps:

1) I click "Contact seller"
2) I select "I received an item that wasn't as described"
3) I click "request a refund"
4) I select "Wrong item sent"
5) I type my message
6) I click "Request a return"

I have the error message:

"Access Denied. You don't have permission to access "http://www.ebay.ca/rtn/Return/CreateReturn" on this server."

I have tried with Firefox, Internet Explorer and Google Chrome and I have the same issue with all.

[pierrelebel]

Did you buy the item on eBay.ca or eBay.com?

If eBay.com, proceed with your claim on eBay.com (not eBay.ca)

[gaetanl]

eBay.ca

[gaetanl]

I have tried with ebay.com but after clicking "request a refund" (step 3), I am redirected to ebay.ca and I have the same issue when I click "Request a return" (step 6).

[pierrelebel]

Is the seller in Canada or the USA?  If so, was the item shipped through the Global Shipping Program (GSP)?

[pjcdn2005]

Are you within the claim time of 30 days after actual delivery or the latest estimated delivery time? If not, you would have to open the claim on Paypal as their time limit is 180 days after purchase. It is preferable to open the claim on ebay though so the seller will have to pay return shipping.

Have you tried to contact the seller before filing a claim return by going to contact seller - 'ask seller a question about using my item" (or something like that)  They might be able to help you without going through the return process.

Or,  try to open the return through the resolution center.

http://resolutioncenter.ebay.ca/

[gaetanl]

Seller is located in USA. It was not shipped through the Global Shipping Program.

[gaetanl]

I have contacted the seller, I'm waiting for an answer. If they don't answer, I will look at the other alternatives you are suggesting.

[pierrelebel]

The rules are different when a Canadian buyer wants to return goods to US seller when shipment took place through GSP.

The "import charges" were paid to Pitney Bowes, not the seller.  As such the claim for transportation and "import charge" must be paid by Pitney Bowes.  The claim for the unsatisfactory item must be paid by seller.

Unfortunately, when GSP is used, the process to deal with problems is slow.  Often the claim will be paid without the buyer having to return the item - depending on value and circumstances.

Start here:  http://pages.ebay.com/help/buy/item-not-received.html