Seller Not Refunding Click and Collect Purchase Paid for Via eBay

LLoftyAu on 01/02/2018 - 23:07

My wife ordered some shoes from the online store of a shoe retailer, and paid via PayPal. She elected to pick them up from the store rather than post.

When she went to the store to collect them, the sizing was a bit off, so they didn't really fit well, and larger sizes would have to be ordered. After discussion it was agreed we would be refunded the purchase price. Shoes never left the store.

Anyway we waited and … no refund. After discussion the online store is now alleging we actually took the shoes. Of course, we have no evidence as we just walked into the store and back out again. The shop has 'no recollection' of the event (it was a couple of weeks ago, yes we waited a bit too long for the refund to appear).

Suggestions? About to raise a paypal dispute. I know with other online orders when I've collected (e.g. from SuperCheap, The Good Guys) I've had to sign a piece of paper saying I had collected the items - that didn't happen in this instance.

Fashion & Apparel

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eBay Australia
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Comments

  • [Deactivated] on 02/02/2018 - 00:10
    +4

    About to raise a paypal dispute. I know with other online orders when I've collected I've had to sign a piece of paper saying I had collected the items

    do what you suggest, no need to ask us because we will say the same.

    1. ask for proof you took them
    2. paypal dispute
    • gummibear on 02/02/2018 - 00:29

      The seller is responsible for proving the item is delivered/received by the buyer. They have no proof, so it should easily be disputed in your favour.

      • whooah1979 on 02/02/2018 - 00:39
        +2

        The seller is responsible for proving the item is delivered/received

        https://www.paypal.com/au/webapps/mpp/ua/useragreement-full#…

        S10.2 Any item you collect in person or arrange to be collected on your behalf is not eligible to be claimed as not received.

        • djkelly69 on 02/02/2018 - 08:49

          But she didn't collect the item…

        • whooah1979 on 02/02/2018 - 09:19
          +1

          @djkelly69:

          Click and Collect Purchase

          PayPal will assume that the item was collect in person or by an agent of the buyer.

  • Dave Id on 02/02/2018 - 00:48
    +6

    If Paypal reject your claim,just lodge one against Paypal with the Financial Ombudsman Service.
    PayPal will promptly fold and return your money.
    Kindly show and shame the firm. I'd like to avoid them.

  • havebeerbelywillsumo on 02/02/2018 - 03:38

    Ditto

  • foxmulder on 02/02/2018 - 08:21
    +1

    The shoes need to be returned back to seller to get the refund. By leaving it in the click and collect store, it won't find its way back to the seller. Hopefully I don't miunderstand something here.

    • tomsco on 02/02/2018 - 08:37
      +2

      The store is the seller.

      • foxmulder on 02/02/2018 - 08:45

        ok. Thanks.

        • Poolprouk on 02/02/2018 - 08:56
          +8

          This proves Scully really was the brains behind the operation.

          (No offence - Just kidding :-) )

        • tomsco on 02/02/2018 - 09:05

          @Poolprouk: Haha. Nicely played :p

    • ronnknee on 02/02/2018 - 10:52
      -1

      Haha I was thinking the same too.

  • Ocker on 02/02/2018 - 09:30
    -3

    Buyer remorse does not qualify for a refund under EBay policy. Buyer ordered a pair of xxx size shoes and this is what what delivered. Not the sellers fault

    • tomsco on 02/02/2018 - 10:02
      +2

      I'm not sure you understand the issue.

      The problem is the store believes OP took the shoes, not that they won't return them.

      You will also find the most (if not all) online clothing/shoe stores will accept exchanges due to the incorrect size. Knowing how any two stores could have varying sizes (ie. one Large size may have a different fit to another Large size at another store), why would you buy online if there's a risk that something won't fit properly?

      • dasher86 on 02/02/2018 - 10:11
        +2

        free returns.

    • LoftyAu on 11/02/2018 - 13:52

      Shoes didn't fit. This shop sells Euro sizes, from Euro import, and it can be a bit hit and miss.

  • minniethemoocher on 02/02/2018 - 12:07

    You best bet is to talk to the store that you collected the shoes from. It would be best if you could talk to the same clerk and this manager, clearly they haven’t followed their own policies and arranged the refund. Their stock levels for those shoes should be +1 which the shop should be able to check.

  • LoftyAu on 11/02/2018 - 13:51

    Thanks for the feedback all. Sorry for not following up but it is still dragging on. They don't call back on messages left on their number, they don't reply to emails from their "contact us" on their site, nor their published email address on the site that even says send an email if there's a problem with the order.

    Have escalated to a dispute with PayPal. They haven't even acknowledged the original message from me in the eBay dispute resolution centre. Pretty average.

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