Locked
Antworten können hier nur von erfahrenen Mentor*innen sowie der Person verfasst werden, die die Frage gestellt hat.
€146 return shipping costs to Italy – so far no solution from eBay
Summary: joshymax describes the challenges of returning a pool to a commercial eBay seller in Italy. The return shipping costs of 146 euros were not clearly visible before the purchase. Despite several inquiries, he mostly received standard replies from eBay, but he was assured by phone that eBay would help find a solution. Another participant, perfect-sally, says the costs are the buyer’s responsibility. Meanwhile, nina@ebay offers help with the return. Another post points out that the package dimensions were stated in the listing; however, joshymax notes that the actual weight is higher, which increases the costs. He emphasizes how important transparent information would be.
Hello everyone,
I hope someone here can help me.
I ordered a pool from a commercial eBay seller from Italy. For delivery to Germany, only 6 euros in shipping costs were charged. Of course I’m aware that shipping such a heavy item to Germany actually costs significantly more.
At the time of ordering, it was stated that the buyer bears the return shipping costs. I was generally aware of that. However, it was not apparent that the return or pickup would cost 146 euros. I had not expected costs of that amount.
The seller is sticking to the 146 euros. I had therefore hoped that eBay would mediate a fair solution, for example an appropriate split of the return shipping costs between the seller and me.
In the meantime, I have been in contact with six different eBay customer service employees. They were all friendly, but I mostly only received standard replies. Unfortunately, my specific questions and my actual problem were not addressed.
Only in one phone call was I expressly assured that I did not need to worry about having to bear the return shipping costs of this amount on my own. I was told that the purchase is covered by eBay Buyer Protection, that eBay would handle the case and mediate between the seller and me.
Unfortunately, that has not happened so far. Instead of concrete mediation or a proposed solution, I keep being told only to send the item back.
So my question is:
Has anyone had experience with whether eBay mediates a fair split of costs in such a case, if the unusually high return shipping costs were not apparent before the purchase?
The return period already ends on 21 July. So I will probably have to hire a freight forwarder and pay the costs in full myself at first in order not to jeopardize the refund of the purchase price.
Thanks for your help.
joshymax
OP3 weeks ago@Nina Hello,I'm sending you the shipment or tracking number for the return.
Under “Return details” I unfortunately can't enter the data myself, as the “Continue” button is greyed out and can't be clicked.
Shipping company: DSV
Tracking number: 260719-000177
Booked through: Sendify
Thanks a lot for entering it and for your support. I hope you have a nice week.
Kind regards
Matthias Frehse
Order number: 25-14783-25847
Item number: 188489706744
Return number: 5323564565
joshymax
OP3 weeks agoHello Nina, thank you so much for your reply and for the note about the shipment number. That definitely helps me with the practical return.
I understand that I can hire a carrier of my choice. My actual concern, however, is that the listing only stated “buyer pays return shipping.” There was no concrete information or approximate estimate of the return shipping costs. It was only after I withdrew that I was told 146 euros. If I had been informed beforehand about costs of that amount, I would not have ordered the pool.
Since I did not know either the packaging dimensions or the exact shipping weight before purchase, I also could not reliably calculate the costs myself. As I understand the notes in the eBay legal portal, for items that are particularly heavy or cannot normally be shipped as parcels, the return shipping costs should at least be stated approximately.
In addition, eBay customer service told me by phone that eBay would mediate a fair solution. A split of the costs would only have been a possible compromise for me.
Could you please check whether the information in the listing about the amount of the return shipping costs was sufficient?
The item number is: 188489706744.
Thank you very much in advance for your support and help.
petersmodellbahnstuebchen
Mentor3 weeks agoHi @joshymax
both the packaging dimensions and the package weight are listed in the offer:
Packaging dimensions LxWxH (cm) 37 x 54 x 130
Package weight (kg) 49.19
Best wishes from the Baltic Sea
Peter
joshymax
OP3 weeks agoHello Peter,
thanks for the heads-up. However, the weight stated in the listing does not match the actual shipping weight. The box weighs around 58 kg, so almost 10 kg more.
That can make a noticeable difference in price, as many shipping providers have an important weight threshold at around 50 kg. Also, I don't think it's realistic to have to look up the possible return shipping costs online in advance before every eBay purchase. In my view, an approximate weight in the listing would have been more transparent and customer-friendly.
Still, many thanks for your research and for sending over the details.
Best regards back to the Baltic Sea
Matthias
nina@ebay
Mentor3 weeks ago@joshymax Hey. 🙂 Since this is a cancellation, you can also return the item yourself with a freight carrier or shipping company of your choice. Of course, you are not obliged to accept your seller’s offer.
What’s important is that you get back in touch here afterward with the tracking number so we can add it for you in the return.
@perfect-sally Thanks a lot for the tag. ❤
Best regards,
Nina
perfect-sally
Mentor3 weeks agoWhy is the seller insisting on the return shipping costs? They’re your costs and you have to send it back. The seller shouldn’t care what or who you send it back with.
And why should the seller contribute to the costs in the case of a return? As a seller, I definitely wouldn’t either.
And I don’t see any reason for buyer protection either; that’s not what it’s responsible for.
If you give the item number, an eBay employee can take a look at it.
@nina@ebay could you be so kind? Thanks