Hi all,
I have some questions regarding the return/refund process for a recent purchase. Thankfully, most of my transactions
have been trouble free, rarely have I needed ebay to 'step in'. I am hoping someone can advise me if I am going about
this correctly and what to expect.
I will mention that I am in Canada and the seller is also in Canada. About a year ago I had a almost identical
return/refund situation. At that time ebay didn't issue return postage labels for Canada (Do they offer that now?) and
despite ebay's assurance that I would be covered for return shipping, I was never compensated. When I inquired about the
Return Shipping refund I was aggressively berated by the ebay customer service rep despite following the exact return
instructions provided by ebay. That was surprising and unexpected.
So I guess I am a little worried and want to do this right.
Here are the details of the transaction: I have been looking for a certain model of guitar and a used one pops up in
Canada. Seller has zero feedback. I have had many great transactions with zero feedback sellers, but I like to do a bit
of pre-purchase checking to see if anything seems obviously sketchy. The listing has a photo that does not appear to be
a stock image. I did a quick google search and did't find a similar photo. I conclude that the photo is likely legit.
Great, it's the exact model I want. The description is very brief but that isn't uncommon. I pull the trigger and in a
few days the item gets shipped, so far so good.
Guitar arrives, it's not the one pictured in the listing...It's similar but not the model I wanted. Different pickup
system, in fact, exactly the guitar I did not want. I go to the ebay website and click "Return Item". I provide photo's
of the guitar I received as well as the listing photo. The differences are quite obvious. Shortly thereafter I get a
message, "Seller does not accept Returns, try to work it out with seller". I contact the seller and in a friendly and
informative way explain the situation, we exchange several messages on the matter. The end result being that the seller
insisting that he has done nothing wrong, no returns but would refund the shipping amount and I can keep the guitar. I
don't want the guitar he sent. I asked for a complete refund and would happily return the guitar at his expense.
The ebay Return process indicates that they can be contacted to 'step in' later this week. I will certainly be
contacting them. Have I done this right? Should I have skipped the "Return" process and opened a SNAD dispute instead?
How should I expect ebay to handle this situation?
Any advice or thoughts appreciated. I think I am doing things right but...
Thank you for your time!
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