Faulty Item Stuck In Post | Member To Member Support

smalljo66 · 2025-12-16T20:45:30.279000Z

Hi all, any help would be appreciated. The help pages keep telling me to select "report a problem" but there is no option for this next to any of my purchases, as a result I can't see how to ask eBay to step in. I purchased a phone through eBay from a seller on 23/07/2025. The phone developed a fault and I contacted the seller on 20/10/2025, they asked me to return the phone for a repair and told me I needed to do so at my own expense (which is against eBay terms and conditions). They gave me an address in Poland to send it back to and I returned the phone at a cost of £20.05 on 11/11/2025 by Royal Mail Tracked to the address they gave me and I provided the seller with the tracking number. When I tracked the item a couple of weeks later I could see that it was being held by the Polish customs where it remains to this day. I contacted the seller on 01/12/2025 to explain that the phone was stuck with their customs authority and they responded asking me to return it? I'm not quite sure how they expected me to do that as I don't have the phone. I have Googled this and it looks like I will get the phone back eventually but it could take months, I explained this to the seller but did not hear from them again until I messaged them yesterday and received a response this morning asking me if I got my phone back yet. They have the tracking details and can see for themselves that it is still with Polish customs. This phone cost me £489 and with the return postage I have now stent £509.05 yet I'm stuck using my old phone which also does not work properly and this is starting to cost me money now. I strongly feel that the seller are delaying things on purpose and have been doing so since I started messaging them on 20th October. Many thanks!

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