Seller refusing to refund cost of return shipping

Yes, it will eventually wind through all the auto responses and you will get to a human response. But be aware that can take weeks.

If the seller is in-trade, they are legally obliged to refund all costs including shipping.

While you are waiting you might want to point the seller in the direction of Trade Me's information on this scenario. 

Kia Ora K,

As Callum advised, it can seem a long drawn out process but it is policy and Yes you are covered - see below & Hang in there - Cheers.

Thanks guys. I am concerned that the disputes process doesn't have a specific option for just returned to seller shipment cost refunds but I guess it will eventually work, or convince the seller to do the right thing.  I'm absolutely astounded that she has even tried this given the photographic evidence versus her listing claims of excellent condition but suspect it has worked before. She tried twice to get me to take a partial refund and on-sell the broken ceramics because it would be "easier" (for who?) and when that didn't work, dragged out the return and refund process.  She's not an official in-trade seller but is clearly in-trade.

That's a great suggestion to put forward to TM K - Add that option in there 👍😊

Update: So, on Day 5, I received an auto email asking whether the issue was resolved and no, it isn't. Someone will be in touch to discuss. 

Kia Ora K, that is the next step in the process so a good sign of progress for you. Being the holiday break it may take a few days longer before you hear from a TradeMe Staff member, as you have the above auto letter you can assure TM will be in touch soon - Cheers.

Not a sign of progress. Another auto email saying they will contact seller a second time and get back to me in 4 weeks - perhaps longer due to Covid. What a farce.

Oh Gosh, when they said 'Someone will be in touch to discuss' I read that as literally - so didn't see another auto coming in! - Cheers.

Yes, two auto messages today. First to ask if the dispute was settled with a link to reply. A negative response generated the second auto message.

Well, I lodged my complaint about a seller not refunding the return cost of shipping for two items described as in excellent condition but both had faults.  Both items were bought through Ping. The complaint was lodged on 20 December so I expected a delay, but it's 16 March and all I have received from Trade Me were two auto-emails advising me they had contacted the seller.  Believe me, I have checked my email spam regularly over the past THREE MONTHS..

This is ridiculous and makes a complete mockery of promoting Ping as protection for buyers.

On another matter, I lodged a complaint almost a week ago about a trader who has cut and pasted my listing and have heard nothing.  After submitting the complaint, a message informed me I would receive an email but none have arrived.  

Hi K. I can see you've also contacted us directly about this last night. I'll ensure that it is directed to the correct team so someone can get back to you asap.

I'm in this situation too. Seller had refused to email me back for over a month after a (counterfeit) laptop charger failed within 4 hours of usage. When I shipped the item back they failed to collect it from post office.

I put a complaint into Trademe, and within 10 minutes the seller issued a partial refund that excluded both the shipping i paid to them, and the cost of shipping their piece of junk back to them. Continued to ignore my emails requesting the full amount.

So many reasons that this company should just be banned from Trademe.

Kia Ora Heidi,

Sorry to read you're still having issues with that one Trade there, - you may want to reopen your dispute report with TM as return shipping is definitely supported by them as per their Help Search Ruling below:  

If there's a dispute regarding return shipping

We may credit your Trade Me account with an amount proportionate to your reasonable shipping costs, up to the value of $50, so that you can return the item back to the seller via a recognised shipping company.

If we decide to give you a Buyer Protection refund for the item, we'll usually pass these shipping costs on to the seller (as well as your original shipping costs).

- Cheers.

Correct Garry. No time limit that I can see. Don't forget that this is all tied up with NZ law under the Consumer Guarantees Act. So not really a Trade Me issue as such. Not sure I would call it unfair. Unusual yes. In my 20 years of trading I have never heard of a buyer coming back 6 months later and asking for a return postage refund. That is normally done at the same time as the refund is made for the item itself.