Locked
Discussion interactions are currently paused.
An item I sold was refused at delivery and has not been returned to me. Refund has been given to buyer.
Summary: shiny.turtle sold a phone that was returned as 'refused' but has not yet received the item back, while the buyer received a refund. papso22 suggested contacting the platform to challenge the refund, given that refusal of delivery may invalidate the money-back guarantee. john1297576 noted that refunds usually involve the seller and questioned why this happened without shiny.turtle's input. tommystrezures shared a similar experience where a returned item was not received back, hinting at a possible recurring issue.
Hello.
I sold an old phone on the 17th of August and sent it to the buyer on the 18th.
On the 20th of August the buyer contacted me claiming that they had been told the item "just says refused" and that it has been returned to me.
A week has now passed and there is no sign of the supposedly returned item.
Early this morning (27th of August) the buyer put in a refund request and it was approved a short while later with me being able to do nothing about it.
The Royal Mail tracking page for the item says that it was refused at delivery and has been returned to sender (me).
So now the buyer has their money back and I don't have my phone.
What can I do in this situation?
tommystrezures
Mentor2 weeks agoI had a case of this last year. It was a London sorting office from memory. The buyer contacted me with effectively the same line, and some 10 months later the item still hasn't been returned despite having my sender details on it. (of course the buyer got refunded)
shiny.turtle
OP2 weeks agoYep I have a feeling that is how my situation is going to go too. I'm not holding my breath for my phone to be returned but I still want to see what my options are.
tommystrezures
Mentor2 weeks agoYou could try ringing Royal Mail to see what they say about that tracking statement.
john1297576
Mentor2 weeks agoBuyers can open a not received case, but seller has 3 days to refund, before buyer can escalate to ebay, so I cannot see why a refund was made without your involvement.
shiny.turtle
OP2 weeks agoDo you know how I would find out why that happened?
papso22
Mentor2 weeks agoRefusing delivery is supposed to invalidate the money back guarantee, whether it was actually refused or that's what tracking says. However you have to make ebay aware of that.
You may still be able to contact them and change the outcome. Otherwise you have to hope the item finds its way back to you.
shiny.turtle
OP2 weeks agoThank you for the reply.
Do you know where I can find where it says that refusing delivery is supposed to invalidate the money back guarantee?
papso22
Mentor2 weeks agoYou need to find the full money back guarantee guidance.