Want to get a return for damaged item, seller wants me to contact shipping company

[finsun]

I bought an item , it was US$160 + $78 shipping from Japan.

It arrived damaged, (metal plate bent) and I took pictures and sent them to the seller.

Pictures of the item for sale on the ebay page are not clear enough to see if it was originally damaged.

On the ebay page, it states:

"Seller assumes all responsibility for this listing.

Returns

14 day money back, buyer pays return shipping.

Returns are accepted ONLY if the item was not the item described."

I asked the seller to return the item for a refund including the $78 shipping fee.

The seller responded by saying I have to contact Japan Post to get my refund.

So what would I do in this case? Do I get back the $78 shipping fee? Do I pay for return shipping  to Japan? Should I contact Japan Post?

I have not opened a request in the resolution center yet.

[electronicifycanada]

Since the item arrived damaged, the seller is obligated to provide a prepaid return label. You can try to contact the shipping company but you will probably not get any help. it's up to the seller to address it with the shipping company and refund you in the meantime.

So you should put a request up for damage on arrival and see how they handle it. If they don't provide a return label, escalate it to eBay. If they do, then just send it back and wait.

Hope that helps.

[femmefan1946]

When the seller shipped to you he hired a sub-contractor to do so (Japan Post).

The seller is responsible to you.

The sub-contractor is responsible to him.

Open an Item Not As Described dispute in the Resolution Centre at the bottom of this page.

You have already contacted the seller which is the first suggestion, so you don't have to do it again.

Ask eBay to step in and Escalate to a Claim.

If the seller does not send you return shipping, you will be refunded.

If the seller does send you return shipping, when you can show the item has been received (not shipped, delivered), you will be refunded.

He can send Return Shipping by using Paypal's Send Money service.

He may find this link useful in deciding how much he needs to send.

https://www.canadapost.ca/cpotools/apps/far/business/findARate?execution=e2s1

[momcqueen]

A receiver (in this case you as the buyer) cannot contact a carrier about postage damage or losses. It is the sender (in this case the seller in this scenario) who MUST initiate the claim or ticket.

I suspect your seller in either experienced in dodging responsibility or inexperienced and ignorant of the proper process and procedures to follow. What’s his/her feedback say?

Regardless, open a Not as Described claim and follow the prompts. Don’t let the seller force you into closing anything until you receive a full refund, and don’t be conned into shipping without tracking or even via Surface with tracking. Check all the details of Tracked Packet it Xpresspost/Air Parcel.

Good luck.

[retroman_studios]

Also, as of lately, eBay seems to have an option now for international returns that the seller can indicate they can't send a return label. They say the seller is responsible for return costs, but they don't really indicate how well they can retrieve funds from the seller as they say "we will attempt to recover the funds". So....just be aware you may need to call eBay on this one.

Open a case, submit photos. If the seller indicates via eBay that he can't send a label, message the seller asking him to provide funds for returning them item back. If he doesn't, call eBay and ask them what you are supposed to do as it could cost you at least $100 CDN (maybe less) to send an item back to Japan with tracking and enough speed that the case won't time out. Because if that's the case (you paying) and eBay can't force the seller to reimburse you, you essentially would be getting the purchase price back but not shipping.

[momcqueen]

Japan was recently added to the list of countries served by Canada Post Tracked Packet so if the item weighs less than 2 kg and is smaller than a bread box (random example) Tracked Packet will suffice. My last package to Japan arrived in about a week. Bigger than that and it’s Priority or Xpresspost but the sender needs to check Canada Post for details on that. Tracked Packet starts at about $45 for a tiny item and Xpresspost is $85 but that’s based on size and weight and we don’t know the item being returned.

[femmefan1946]

@retroman_studios

message the seller asking him to provide funds for returning them item back.

The seller can do this using Paypal's Send Money service.

[pjcdn2005]

---

@retroman_studios wrote:

Also, as of lately, eBay seems to have an option now for international returns that the seller can indicate they can't send a return label. They say the seller is responsible for return costs, but they don't really indicate how well they can retrieve funds from the seller as they say "we will attempt to recover the funds". So....just be aware you may need to call eBay on this one.

Open a case, submit photos. If the seller indicates via eBay that he can't send a label, message the seller asking him to provide funds for returning them item back. If he doesn't, call eBay and ask them what you are supposed to do as it could cost you at least $100 CDN (maybe less) to send an item back to Japan with tracking and enough speed that the case won't time out. Because if that's the case (you paying) and eBay can't force the seller to reimburse you, you essentially would be getting the purchase price back but not shipping.

---

They've had that option for quite a while now but it really doesn't explain things very well to the seller or buyer.  If the seller does not send the money for postage or a label, ebay should either send you a label on their dime or have the seller refund you without a return. As you mentioned, the buyer should not pay for the label themselves as there is no way for ebay to make the seller pay you for return  shipping after the fact.

[finsun]

Update:

I started a case on ebay. 

I said the seller should contact the shipping company, not the buyer.

The seller then went to Japan Post and the seller told me that Japan Post told him that I need to go to USPS and talk to them. (I shipped the item to the USA and picked it up there)

So what happens next? I need to send an email to USPS about this damage?

[reallynicestamps]

Ask eBay to step in and escalate to a Claim.

The seller sub-contacted shipping to Japan Post. Japan Post is responsible to the seller.

The seller is responsible to you.

KISS.

Whether he is confused or trying it on-- he is wrong.

Neither USPS or Japan Post have anything to do with the case.

Because you used a US address to receive the damaged product, he should be sending return postage from that US address.

This may help him understand how much money he needs to send you using Paypal's Send Money service so that you can return the item.

https://postcalc.usps.com/?country=10440

Escalate to a claim and get your refund.

[lotzofuniquegoodies]

Alternate Option:

When an item arrives damaged (or is lost in transit), another route to go would be to advise the seller of the damaged/unreceived item. Because it's the seller's responsibility to file a claim in any case IF the mailing service used includes that option, what the seller requires from you is a description of how the item arrived, pictures of packaging showing any damage to the box and the actual damage to the item to make a claim. They could also ask if its possible to repair and reimburse you for repairs or if it's actually worth returning. If the proper procedures are followed and the shipper confirms with their post office it's not worth returning they would just pay off the claim and they ask you to prove you destroyed the item and refund would follow. 

It was as described properly when it left. The only reason, in my opinion, it isn't now is because it arrived damaged. Who knows whose fault that is...Poor packaging or post office. I still believe there should be some leeway for resolutions in cases like this and options to resolve that will make both parties happy.

-CM

PS. If an item arrives damaged without an insured service, then it could be up to the buyer's discretion to file a claim with eBay using the channels available. If I have not relayed my points/suggestions 100% clearly, my apologies. This gets back to the point about sellers offering several services for mailing and buyer being able to choose the option that they feel is safest and meets their requirements.

[femmefan1946]

and the seller told me that Japan Post told him that I need to go to USPS

Piffle.

It would be kind to tell that seller than his pants are on fire.

USPS has nothing to do with this.

You are in Canada.

He owes you a refund. If he does not supply the return shipping label he still owes you a refund.

Ask eBay to step in and Escalate to a Claim.

The seller has shown himself to be less than honest.