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Item refused by acceptance, now seller is affected
Summary: hexe-1963 refused acceptance of an item, and the seller is now refusing to issue a refund because the item allegedly was not returned. petersmodellbahnstuebchen explains that refusing delivery is not a suitable way to cancel a purchase and refers to the right of withdrawal. melina@ebay from eBay offers to contact the seller to clarify the refund minus shipping costs. hasjana and perfect-sally discuss the possibility that the seller is located abroad and the consequences of refusing acceptance. hexe-1963 asks whether it is possible to cancel the return and report the case as not received.
Hello everyone,
when a purchased item was delivered, I refused acceptance. At the same time, the seller offered me a return, which I then clicked on. Now the seller says he doesn’t need to refund my money because I didn’t return the item to him.
What can I do?
Can I cancel the return and then select the setting item not received?
Many thanks in advance for your help.
Hexe63
hasjana
Mentor2 weeks ago@hexe-1963
melina writes something about international shipping costs ...
if the seller is based abroad, the question is what they can specify for the shipment or have specified, what should happen to the shipment if it cannot be delivered
for shipments from Germany abroad, there is paid return shipping and abandonment - in the latter case, the shipment then remains with the shipping company and is not sent back to the sender
perfect-sally
Mentor2 weeks ago@hasjana good answer, but does that also apply to the shipping companies of the UK abroad?
And how does it work in the case of refusal to accept delivery? The item could have been delivered if delivery had not been refused.
If I ship abroad and something like this happens, ALL additional costs are charged to the buyer, or deducted from the refund if there’s anything left!
hexe-1963
OP2 weeks agoAnd now?
Can’t I just cancel the return and set the case to item not received again. We’re talking about goods worth 600 euros here. The seller can also gladly keep the shipping fees. He’s entitled to that, after all. The purchase was not canceled; rather, one day before delivery I received a document from the seller. According to it, the item did not fit my vehicle. But the seller had received enough information in advance to check whether it would fit. And he had confirmed that before delivery.
perfect-sally
Mentor2 weeks agoIf you cancel the return, you can’t open another one and you’ll lose your buyer protection!
melina@ebay
Mentor2 weeks agoHello @hexe-1963
Thanks for reaching out to us. Refusing delivery is never a good idea. The right way is to accept the item and start a cancellation, since the seller incurs shipping costs, especially from abroad. Here, the refund has to come from the seller. The seller has already promised a refund as soon as the item is back. So you’ll just have to be patient a little longer. 🙂
@perfect-sally @bootyooty Thanks for the support.
Kind regards
Melina
hexe-1963
OP2 weeks agoThanks for the info. But the seller is waiting for the shipment with the tracking number given on the return slip to be received.He didn't understand that I refused the delivery and that it therefore can't be sent by me. The courier must have returned the goods long ago. Surely that can't take 5 weeks.
I will of course cover the shipping costs. Best regards Hexe63
melina@ebay
Mentor2 weeks agoWe can support you here by contacting the seller and asking them to process the refund minus the shipping costs. I'd be happy to do that for you. In general, our sellers respond when we ask them to do so. Thank you for your efforts, and I hope this is resolved quickly.
Kind regards
Melina
hexe-1963
OP2 weeks agoYes, please contact the seller! Thanks in advance
hexe-1963
OP1 week agoDid you message the seller?
hexe-1963
OP1 week agoHello Melina,
if you haven’t done so already, please message the seller. Thanks for the help.
Hexe-1963 (Ute S.)
bootyooty
Mentor2 weeks agoHey @hexe-1963
"Now the seller says he doesn’t need to refund my money because I didn’t return the items to him."
Seriously? That’s what I call shady, so we’re asking @anna_s@ebay for help as an eBay employee; she can also view the communication with your seller.
Please wait and see what she’ll reply to you here soon.
perfect-sally
Mentor2 weeks agoSince Anna has been off work since 12 o'clock, I'm forwarding it to @melina@ebay 🤗
bootyooty
Mentor2 weeks agoYou glance away from the clock just once and then this happens...
Thanks ;)
perfect-sally
Mentor2 weeks agoI know why there are always some clocks hanging around or lying around at my place 😎
bootyooty
Mentor2 weeks agoUgh... PC has one too... just soooo tiny. *lol
perfect-sally
Mentor2 weeks agoYep, I still take a look even if I don’t see much 😅
petersmodellbahnstuebchen
Mentor2 weeks agoHi @hexe-1963
Refusing acceptance is by far the worst possible alternative if you want to try to cancel a purchase.
That can cause a seller return shipping costs that you caused.
Either there is something wrong with the item and it was not described that way in the listing, or you make use of your right of withdrawal (with commercial sellers). These alternatives are available to you on eBay.
Best wishes from the Baltic Sea
Peter
bootyooty
Mentor2 weeks agoEverything is true, but simply claiming there’s no money back also doesn’t exactly speak for a seller’s seriousness!
petersmodellbahnstuebchen
Mentor2 weeks agoHey @bootyooty
I also didn’t say that the seller acted honestly. But still, refusing to accept the parcel is not an alternative provided by eBay.
And the original poster also doesn’t say why this happened.
Best regards from the Baltic Sea
Peter