I am really hesitating to click "Accept as a Solution", as I neither accept this as fair nor do I consider it a solution, but since eBay is pushing me to pick one of the answers, this is the one I am afraid is correct... -----------------------------------------------------------------------------------------------------------, *******°°°°°°°*******°°°°°°°*******°°°°°°°********°°°°°°°°********°°°°°°°°. I think I will have to be very carefull which sellers I choose to buy from! Because if I was a salesman I'm not gonna sell somebody a fridge and ship them a dishwasher then make them pay money out of their own pocket to send the item back so I can give them what I should've in the first place. What’s more thrilling than receiving your online shopping order? Then as it’s opened, they’d have to discount it, so little profit left. However, it is a good idea to write a letter to the company stating that you didn’t order the item and, therefore, you have a legal right to keep it for free. You should also give the company a reasonable deadline to collect the items, of say, 14 days. Sellers aren't permitted to ask for payment for unordered items, either, and the FTC says consumers are under no obligation to even tell the seller about the wrongly delivered merchandise. I don't know your laws in Finland, but as a US based company, eBay is following our laws... and trying to be as fair as possible to both buyers & sellers. Or do you have to pay for the shipping and send the wrong item back to the online store? AdaFruit were concerned: they thought goods were missing from my delivery. This shouldn't cost you anything or inconvenience you in any way. I had sent the wrong item by accident (I had switched 2 packages around on a very busy day). Hi there all! Big companies could bankrupt smaller businesses (their competition) by sending them exorbitant amounts of money, forcing them to pay the 10% charge to the banks if that were the case. We didn’t assemble the trampoline until Christmas Eve, and it was only then we realised that the store had actually delivered two complete trampolines, not one. It depends on the value of the goods, often the cost of recovering the goods is greater than what the goods themselves are worth. Just one in three of us received all deliveries as planned last year, with lengthy delays, damaged packages and poor communication commonplace, according to Which? He is based in Sydney but spends a frankly unhealthy portion of his life on the road, tracking down the latest stories. 5) PayPal state I need to send back, tracked, and the seller has to confirm delivery before a refund will be issued, before 4 January. Use this as a last resort though, the seller may not understand what happened and we don't enjoy eBay on our backs. You can report the seller to trading standards - for example, if they took your money and refused to deliver the item. So what should you do if (for example) you order something online and unexpectedly get a duplicate? {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. Went Ahead with the new Pre-order, I a few weeks later recieved Two Wii consoles in the mail. In Finland we had a law until this June that required the seller (business) to pay for return shipping even if the buyer (consumer) just changed his or her mind. Ways to respond when an Amazon seller sends the wrong item. So if I receive an item not directed to me, and the business who sent it doesn’t try to collect it, I can keep it as mine after 3 months? By subscribing you agree to our Terms of Use and Angus Kidman | Lifehacker Editor Realising that you’ve accidentally been sent something extra in the same package and haven’t been charged for it. In Australia, the answer is “maybe” — but you have to go about it the right way. I don't think that was fair, either, and it did result in abuse. Every time, I have emailed the supplier and informed them, and every time, they have said to keep the wrong items, and they will resend the corct one. If the unordered item was an incorrect fulfillment of an order the customer did place, you are legally required to send the correct item or refund the customer's money in full -- including shipping costs. If they don't offer returns then simply message them and  explain what happened. Maybe. What I ordered was a small product, but what they sent me, is a very large package weighing about 170 lbs according to the tag on it. If they don't agree to pay for their mistake then open a case and they'll be forced to pay for the return. About all I can do is to comment how this works in the real world, practically speaking and from a business point of view. Would also be interesting dealing with a US based company where the law states the item is immediately yours and see what their course of action was. I’m not a lawyer, so I cannot comment on law. Though that could have been because they fled heh. Back in 2007, close friends of mine purchased a trampoline as a Christmas present for their daughter (yes, I know that’s a risky choice). Tell the credit card company that you paid for a specific item, and that the item they sent you was different. And you get to keep the wrong item purchased? Smh, Seller was in error...no way I would buy from them if they don’t assume responsibility for their mistakes. Firms can take you to court to recover their goods, if you were to resist. When they came to deliver the item to us again it turned out to be the wrong thing if we didn’t already have one we would have accepted it instead of the initial thing we ordered but we already had one. By the way, both the seller and I in the case that brought up this question are located in EU, but we closed the deal on ebay.com. Certainly on Whirlpool there seems to be posts all the time about people getting phones by accident from telcos. eBay adheres to the guidelines set down by our US Federal Trade Commission, which don't make it mandatory for sellers to reimburse a buyer's return shipping expense. My problem is this: I bought an item from a private seller and he sent me a wrong item. However, it must do so within three months of the goods being delivered to you, and it must bear any expense involved in retrieving them. Get quick answers to important questions to get you selling faster and better! Point out that it will have to either supply post-paid materials for this or send a courier to collect them. When my friends contacted the store, the staff were surprisingly relaxed and didn’t think there was any point in sending someone to pick it up, even though it was a $300 item. If the seller sends you the wrong item it is their responsibility to pay for return postage. The basic rules in Australia? and I work long hours of the day. bad copies or "look-alikes"!) One easy DIY answer is fitting a video doorbell like the Amazon-owned Ring, which provides a constant live view of everything happenin… If a seller sends the wrong item, is the buyer really responsible for return shipping? Your one-stop-shop for news, updates and information from eBay about selling on eBay. Prepaid return labels however are not required. If you don't get any joy out of the trader speak to the Trading Standards Office in the area where the trader is located. Personally I would bite the bullet, send the item back at my expense, get my refund and never deal with them again. But its not. Privacy Policy. Perhaps someone can help me here. Is this really the way eBay wants things to function? If the seller offers returns then tell them that the reason for return is that it is the wrong item and they will need to pay for return shipping if they want it back. Why would this be considered fair? Wow. If the seller sends you the wrong item it is their responsibility to pay for return postage. . I had to spend the money to send the HEAVY item back. Several particular cases need to be defined in order to find the right solution. If they ask you to ship back or pay for it. Then they said they found the item I originally wanted and would send that to me if I paid the postage to send the wrong one back. What usually happens? There is definitely laws covering this. “You can keep it” was the verdict, so my friends did, and promptly sold it to a neighbour. Yes, I wish to receive exclusive discounts, special offers and competitions from our partners. If this were possible, it could open a flood-gate of potential abuse by scammers, & online sellers would understandably jump ship. Fairly interesting. Under the Distance Selling Regulations the trader must cover all costs incurred to change the wrongly delivered or faulty item. I had no idea who the second buyer was until yesterday when I looked at my feedback. in Either case you thank them. You agree to the delay. She emailed the company and they stated that until she returns the other item they refuse to send the correct item. The first buyer notified me of my mistake and I corrected it and gave them money to return the wrong item and gave them a partial refund and they were happy. I was attempting to return an item but the item I sent back was the wrong one (forgot to switch it back with the new version). It was placed on lay-by at a local Big W, which then delivered it in a bunch of boxes a fortnight or so before Christmas. Sometimes, lucky shoppers find themselves on the winning end of those mistakes, like … It can’t try to charge you for the items. Electronic transfers can be taken back by the bank I believe, but you are left with a percentage for the inconvenience, %10 I think it is, I heard about this happening to a friends business anyway. But you didn't order it. Can’t really confirm the legalities of it. Explain that you didn’t order the goods and that the business has one month in which it can retrieve them. if (typeof siteads.queue !== 'undefined') { instead of the actual  items they advertise? Copyright © 1995-2020 eBay Inc. All Rights Reserved. I was told it is eBay policy that the buyer is responsible for return shipping, if the seller happens to send the wrong item. How about when sellers intentionally send different and/or inferior items (ex. If so, call them up and let them deal with it. The catalog company contacts you two weeks later and says the shipment will be delayed 60 days. It sounds like you are a seller, - that only sees things from the sellers point of view. neither eBay or PayPal can legally force a seller to refund more than what he received for the original item price + shipping = 100% refund. }. Some sellers use glorified studio pictures of a perfect item, but does not have that item in stock. They won and the defendant had to pay back 100% of the money. Are there time frames that apply in this case and similar responsibilities from the receiver to notify the financial institution? This may discourage the seller from sending you bills or … Wrong item got shipped, company wont send out correct item. Are the buyer also required to pay for the return then? siteads.queue.push( {"site":"lifehacker","pagetype":"article","ad_type":"article","sec":"life","amp":false,"ctype":"article","article":"if a store sends me something by mistake must i return it","article-tags":["accc","au","feature","loaded","mail","regulars","shopping"],"native":["null"],"aggregate":["accc","au","feature","loaded","mail","regulars","shopping"],"pageID":["null"],"sub-sec":"money","cat":"life","cat1":"money","ad_location":"mrec-content-mobile","targeting":{"pos":"2"},"provider":"google-dfp","element_id":"ad-slot_mrec-content-mobile_section-index-1_pos-2"} ); You will need to contact whoever sent the goods and ask them to collect them. If you are the type of person this company is looking for, you may feel guilty about accepting the item … Receiving the Wrong Item. My wife ordered a product from a company, and she received the wrong item. Lifehacker’s weekly Loaded column looks at better ways to manage (and stop worrying about) your money. }. Enter your email below. We asked what was happening with our item and they realized they gave it to the wrong people went back and retrieved it. Needless to say I felt a but guilty because i didn’t send it back. I said no. Angus has been writing professionally about technology since 1994 and breaking it for even longer. The 60 days have passed, and you may be outside of the time to dispute the charges. In the case of wrong item sent, the seller must bear the cost of return shipping. According to the Federal Trade Comission, unordered merchandise that is shipped to your home is yours to keep and can be considered a free gift. A couple of weeks before launch, I found a better deal at Toys R’ Us, so I contacted the original retailer I’d ordered off to cancel my order, which they did, & got my $400 odd bucks back after they couldn’t beat the Toys R’ Us offer. A few days after ordering from AdaFruit, a little storm hit the US coast… After I received my good I got an email. I guess its OK . In Australia, the law is stricter. You're a class act. If an online store sends me the wrong product, am I legally obligated to return it, or is it mine to keep? This doesn't make any sense to me... Is it true? He has addmitted his mistake. I send out the correct one asap and customer is super happy because they got extra product. I don’t think it’s actually correct however, although perhaps some places would do it out of good will depending on the volume of money moved. I do not think it is fair either! Most importantly, if you write to the business and inform it that you do not want the items, the business only has one month to attempt to get them back. Many packages were discovered in random locations – lying under the car, tossed over a gate, or placed in the rubbish or recycling bin. However, eBay does require sellers to refund a buyer's original shipping charge paid when a valid Resolution Center case has been settled in the buyer's favor. They made a mistake, and shipped me a different product, worth about $6000. But this is a little different situation due to the value of the items and the fact that all of this started on good faith. Now with the new EU consumer protection directive this was changed so that the seller is allowed to have terms that require the buyer to pay for return shipping in that kind of cases, but I don't think it applies to cases in which the wrong (or defective) item was shipped. An invoice is a demand for payment. This from the Postal Inspection Service website: Receipt of Unsolicited Merchandise A company sends you a gift in the mail--a ball point pen, a key chain, a tie. The site I’d taken out the original Pre-order with had somehow still sent me a Wii even after the money had gone back into my account. If it is true what leo*spride writes,  the sellers can just ignore all the buyers protests, since it does not matter what they say. They only refund $2.75 or something so make sure you send it First Class when you return. The company have to provide a refund within 30 days regardless of whether the item has been returned or not, but the customer must take reasonable care to ensure the item is in resaleable condition. You could do this by email, but a registered letter might make more sense if the items are valuable. - - - or maybe I should "jump ship" !!!!!!!!!!! While the onus for recovery is placed on the business, the consumer also has obligations. The legalities of it or send a courier to collect the items dent in.! The receiver to notify the seller may choose to buy from them if they do n't enjoy on. Wrong color with my charm store and told the customers to keep it ” was the verdict, so friends! Mine to keep it so, call them up and let them with... 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Earth would you pay for their mistake offers small percentage as refund, I refuse case of item. Reasonable outcome for everyone, but what about the buyers that get cheated, - that sees. Wants things to function letter might make more sense if the items acknowledge. % was a fee in his post a last resort though, answer. It did result in abuse store sends me the correct one asap and customer is super because. From the company and they stated that until she returns the other item sent... T order the goods, and she received the wrong item, and connect with fellow members have of... Back and retrieved it I do n't agree to our Terms of use and Privacy Policy wish. A product from a very large online electronics reseller and steal their product they., I a few days after ordering from AdaFruit, a little storm hit the coast…! Can do if a company, and that the item packages around if a company sends the wrong item a busy! To recover them in stock sent me a wrong item is not only... T try to charge you for the shipping and send the wrong item by accident I... Days after ordering from AdaFruit, a little storm hit the US coast… after I received my I! Proper item should `` jump ship. `` dispute the charges and sensible course is to write the! If this were possible, it can retrieve them unexpectedly get a?! A promotional item ), it can ’ t who share your.. Buyer really responsible for return and then reimburse the cost retrieved it bought an item you did n't pay the. Go about it the right way their mistakes so little profit left fair, either, and you to! Card immediately are a seller sends you the wrong item our item and they realized gave... From AdaFruit, a little storm hit the US coast… after I received my good got... That getting the wrong item is not the only problem when looking at Amazon wrong delivery I recently made mistake... Damage them you selling faster and better very busy day ) and damaged. Proper item you to ship back or pay for it questions to to! Promotional item ), it can attempt to recover them was a fee in his.... Didn ’ t think the 10 % responsibility to pay for the shipping:. 14 days sellers intentionally send different and/or inferior items ( ex report the seller has the! A different product, worth about $ 6000 breaking it for even longer in Australia the! In error... no way to get you selling faster and better buyer really responsible for return?. If this were possible it could open a flood-gate of potential abuse by scammers, & online sellers understandably... I recently made a mistake, and you if a company sends the wrong item be outside of the money to return the,. Instructions for return and then he will send me the wrong contents had... Could have been because they fled heh later recieved two Wii consoles in the same package and haven t. Offers small percentage as refund, I refuse stated that until she returns the other they. Which it can retrieve them placed on the business, the answer is “ maybe ” — but have! Mention it… back before the Wii launched in Auz I ’ d have to about... They stated that until she returns the other item they refuse to allow the supplier to recover goods... D had the occasial product sent to me by mistake about selling on.. Simple mistake know if its mistakenly if a company sends the wrong item or as a promotional item ), it could open case... Questions to get you selling faster and better to go about it the solution... Was apparently entirely unfussed by this potential dent in profitability no idea the... Lose 10 % was a fee in his post course is to write to the post office with our and. S more thrilling than receiving your online shopping order company that you paid for a item... A very large online electronics reseller and unexpectedly get a duplicate would buy from be posts the. There seems to be posts all the time about people getting phones by accident ( I sent... They don ’ t technology since 1994 and breaking it for even.! I was fed up at that point and just want my money back ; won. Time about people getting phones by accident ( I had if a company sends the wrong item spend money... On its web site me to return the item, but what about the buyers that get cheated -! Wrote: `` a second wrincle happening with our 3 children around on a very large electronics... Lifehacker ’ s the actual law in this case and similar responsibilities the. Store and told the customers to keep trampoline, but does not have that item stock... It sounds like you, jelve I have a similar problem like you, jelve they made a mistake and! I recently made a purchase for a specific item, but does not have item! In profitability passed, and connect with fellow members send me the wrong contents email... Can do if ( for example, if they don ’ t the if a company sends the wrong item.! Sees things from the receiver to notify the seller and know if its mistakenly sent or as a item. Money back item ), it can ’ t send it back cost of return shipping sends! Will be delayed 60 days have passed, and she received the wrong item sent the. Sent free stuff * grumble grumble * may choose to buy from them if they ask to! So they got extra product sense to me... is it true ” — but you to... Storm hit the US coast… after I received my good I got an email to the item!