eBay

farm-juli · ‎12-07-2015

Recently purchased two items, from two separate listings. I was overcharged for combined shipping but whatever, I paid it and anxiously awaited my items. They came and one arrived with damage that wasn't mentioned in the listing. Other item came as described.

I understand I'll get my purchase price and return shipping covered by the seller when I return the damaged item, but what about the initial shipping charge? I'm keeping the other item. Do I get any money back from that?

I would be asking eBay about this directly but I can't find a phone number or even an e-mail address for customer service. It just tells me to open a case. Ugh.

Thanks in advance.

dmil8030 · ‎12-08-2015

Hello 'farm-juli',

<<Recently purchased two items, from two separate listings. . . . one arrived with damage that wasn't mentioned in the listing>>

These were bought from the same seller, yes?

The first thing to do is contact the seller and gently explain about the damage, -- include photos of it if it is something visible. The seller's response will give you a good idea how to proceed.

The following link will explain what to do when there is a problem:

http://pages.ebay.ca/help/buy/item-not-received.html#doesntmatch

Basically, when you return an item you can get back your item price plus original shipping. You bought 2 items and are happy with the other so perhaps half the original shipping is quite reasonable.

But first talk to your seller. If it is damaged beyond repair or resale the seller may not want it back, and as such may be willing to offer some measure of compensation.

Getting back your return shipping is only possible if the seller is willing to pay it. There is a policy in place that suggests sellers will pay return shipping for issues like damaged items, but that only works where buyer and seller are in the same country. Like all things ebay, that policy was designed for buyers and sellers in the US.

If you live in Canada and bought from a seller in the UK, there is no way the seller can send you a return label. Not only is the seller unable to do so, ebay has no way to force the seller to send you the money.

More importantly is the cost of shipping back items to the UK with Delivery Confirmation. If you do not use a 'tracked' service (Delivery Confirmed) the seller will say it never arrived and you will not be able to prove otherwise. So have a look at Canada Post international rates:

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

So talk your seller first. This seller seems keen to maintain that 100% feedback score and will therefore likely be willing to work with you so that you both end up happy with the transaction. Be as kind and helpful as you can and offer details and photos of the damage.

If, however, you are in a situation where you need to call ebay, at the top of the page there is a Help & Contact link, at the bottom it says Contact Us and if you relentlessly click your way around this option and that, you will eventually get a phone number and pass code. Use it right away, as it expires quickly.

Best of luck