Goods described incorrectly.

Answered

February 03, 2026 05:29

Goods not described correctly by me (Seller). I take full responsibility and willing to reimburse buyer plus pay return postage however buyer won't send the item back. Buyer says: "The parcel remains at the NZ Post collection centre, and I am not comfortable collecting or re-posting the item myself, as doing so would transfer risk to me." Amount of this transaction is over $500. I don't believe I'm being unreasonable holding back reimbursement until goods are returned.

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7 comments

AJ Community Superuser
February 03, 2026 18:17

You are correct to NOT refund until you have the item back. I dont understand what the buyer is saying that the parcel is at the nz post collection centre. Have they returned it their with no return address or payment?

It is your responsibility to cover the return postage, I would normally prefer to do this myself so you are in control of it - yes the risk transfers to you but no different than when you send it

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S Community Superuser
February 03, 2026 22:24 Edited February 03, 2026 22:57

Kia Ora wayfay,

By any chance does the parcel have your return address on it?

As you are the Sender and the parcel is now undeliverable it would be in your best interest to contact the NZ Post collection centre to have the item returned to you which you can pay them direct to do so. - Given the value of the item it is too risky to be left as is.

The policy reads as below...

Yes! your Buyer is responsible to return the item though they have exercised their unwillingness to follow through with this. - You could ask a staff member to contact your Buyer regarding the return however it would cut out the uncertainty and speed the return process if you organised this yourself considering it is already with NZ Post. - All the Best.

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wayfay
February 04, 2026 06:31

Thanks for the reply. What's compounding the issue is the fact that the buyer bought two items, both packaged up together. The second item (a power supply - PU) is not under dispute. Before the parcel is returned this needs to removed by the buyer and retained; it's his, he's paid for it.
Why this should be such a big deal is ludicrous to say the least.

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S Community Superuser
February 04, 2026 10:14

Thanks wayfay,

What a predicament for sure and sorry to read of that experience,

How did the parcel remain with the NZ Post collection center? - Has your Buyer returned it or were they absent to receive it on delivery therefore they've received a card to call?

What communication has been discussed regarding the second item? - Are they trying to obtain a refund for both items? - You are not obligated to accept a return of a change of mind purchase, just keep in mind your parcel is in an unpredictable place currently.

You can find the Return shipping clause within the Buyer Protection Policy Help file to send to your Buyer along with a clear message that refusing to comply with the return of the incorrectly sent item is an acceptance of ownership of the item sent and paid for. - You expect them to retrieve their second item purchased from the parcel, to re-secure the parcel with the item being returned, clearly address it to you and courier it back via signature required as per policy, stating you will pay for the return signature required courier upon sighting the receipt and the re-addressed parcel, this allows you to view how it is secured and addressed for return in the unfortunate event a claims process is required. - Ensure to clearly state no refund for the item itself will be issued until you have it returned in the same condition as it was sent. - At this stage they are responsible for the items safe return to you, they've acknowledged receipt of at their NZ Post collection center. - All the Best.

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S Community Superuser
February 04, 2026 23:38

Kia Ora wayfay,

I've just picked up on your words the second item is not under dispute - Have you had a Dispute filed with TradeMe from your Buyer? - If this is the case you'll want the opportunity to respond to the Dispute. - Cheers.

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wayfay
February 04, 2026 23:47

I've not received a second dispute notice, just the one as discussed. However both items were packaged in the one parcel so by non acceptance of the said package the buyer has rejected both purchases even though one is completely legit.

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S Community Superuser
February 05, 2026 00:07

Thanks wayfay,

To respond to that first dispute you have been advised of select the Blue speech Bubble at the Bottom Right of your screen > select the text box 'Trade dispute' and follow the text prompt boxes from there - take a screenshot of all of your communication with the Buyer to attach in the Bot Chat, have the Listing number or Dispute number TradeMe will have emailed you with when they sent the email notification handy to enter when the Bot requests it, you may want to include the URL to your Post here as well as you outline the trouble very clearly. A Dispute Team member will contact you back once they have collated & read all of your information, this may take some time to hear back but you will hear from them. - All the Best.

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