Damaged item I am struggling to return

Kia Ora Holly,

Sorry to hear this has happened, 

TM Ruling: Return shipping

If your item needs return shipping

We expect:

• Not-as-described items to be returned to the seller.
• The seller to cover the cost of return shipping in these situations.
• The buyer and seller to work together in good faith, to get the item returned.
• Return shipping to be tracked. For items over $250, return shipping must be sent via 'signature required' courier.

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Once you have attempted to negotiate Return Shipping and/or cost with your Seller if you are still having difficulty with your Seller and/or this being paid you will want to file a Dispute Resolution report by selecting this tab in your Won items Or by selecting this Link File a report

If you have paid for the item by Ping or Afterpay to be eligible for TM's Buyer Protection you need to file a dispute report within 30 days of the listing closing.

If you paid by Internet Banking or cash deposit you need to file a dispute report within 45 days of the listing closing to obtain assistance from TradeMe.

TM Ruling: 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.

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Once you have filed a dispute report and have obtained the Return Shipping Cost of the item - you can then contact a TM staff member for Shipping assistance via their Live Chat facility by selecting the 'Contact us' link at the bottom of any TM page - Give the landing page a count of 15+ seconds for the Chat Tab to Pop up in blue bottom right of your screen, there is a slight delay in this "Chat" Pop up coming through.

If you have had an email reply from TM to your Dispute report you will be given a Service Request ticket number - if you quote this number starting Chat the CE agent will be able to find your case easily - if you don't have that email reply you can mention you have filed the report so it is picked up with your Chat session.

The 'Live Chat' manned hrs Monday - Friday are 8:am - 6:30pm & Saturday - Sunday 8:30am - 4:pm. 

Another Member will be able to assist you with the Best Shipping costs.

All the Best - Cheers.

Hi Holly

As the item appears to have been damaged prior to shipping, the seller is responsible for paying the cost of return shipping.

In my experience, cheapest courier option for large items is often Pass the Parcel courier. You don’t need to open an account with them to book a pick up from your home.

If the seller is being difficult about covering the cost of shipping, you could offer to wrap the parcel back up for them, send them the parcel dimensions and let them book a courier from their end. Also open a dispute with Trade Me and if you haven’t already, make sure you take photos of the damage (and the original packaging if you still have it).