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Seller not processing refund or responding to me after return
Summary: allthemon shared an issue about a seller not processing a refund after they returned an item via Royal Mail Special Delivery, as they couldn't use the eBay return label. Although the item was delivered and signed for, there has been no response from the seller, and eBay has escalated the case to a specialist team. Other participants suggested ensuring that the tracking information is updated and advised following up with eBay, especially since the item is high value (£2K). The discussion highlights concerns about the lack of communication from the seller and the uncertainty of the refund process.
The seller agreed to a return, but I couldn’t use the eBay return label, so I sent the item back by Royal Mail Special Delivery and gave them the tracking number. (So it’s not updated on eBay returns screen)
Royal Mail Tracking shows it was delivered and signed for but the seller hasn’t responded or refunded me after I have contacted them (it’s been 5 days), eBay has now escalated it to their specialist team.
Has anyone been through this, and what was the outcome?
*vyolla*
Mentor3 weeks ago@allthemon Is this a high value item? If so, the return case may be referred to a specialist team if you didn't use the eBay label.
allthemon
OP3 weeks agoYes high value item.
*vyolla*
Mentor3 weeks agoWhat's the value?
allthemon
OP3 weeks ago£2K
*vyolla*
Mentor3 weeks agoOkay, that is why it's going to the specialist team for review, it's not impossible that your seller has reported some kind of issue here either. Bit of a waiting game now.
allthemon
OP3 weeks ago · EditedOh you mean like they may have claimed I didn’t sent the item back within the packaging for example?
*vyolla*
Mentor3 weeks agoPossibly. Top dollar claims usually go for specialist review i.e. a human looks at them not AI.
tommystrezures
Mentor3 weeks agoI would be getting on to eBay again if its been 5 days. Best to do on a weekday first thing in the morning as you have a better chance of getting Dublin.
However @papso22 is correct that tracking should have been updated by CS and the refund forcwed through.
allthemon
OP3 weeks agoTo clarify - it was only in the post office I was told I couldn’t use the return label. So then I paid for the alternative tracking service. (With different tracking number)
Once I got home a messaged the seller with the tracking number and also to support and told them the situation and provided them with the tracking number.
Does that change anything?
papso22
Mentor3 weeks ago · EditedIt's ebay that needs to know you used a different tracking number, not the seller.
How exactly did you tell ebay? You really needed to speak to someone.
In future if the PO rejects the label you tell ebay at that point and they issue another one.
allthemon
OP3 weeks ago · EditedI messaged them on customer support - they said they added the tracking note to the order.
But it didn’t update on the front end side.
papso22
Mentor3 weeks agoEbay should just have entered your tracking and forced the refund. No idea what the 'specialist team' is doing. You need to make sure the case doesn't time out in the meantime.
allthemon
OP3 weeks ago · EditedYes i sent the tracking to the seller and eBay. I messaged support and asked them to update the tracking (as I can not do it my side) they said they can not do it and have to refer to this other team.
I have a feeling that if the return window lapses this case is going to be closed and the seller will claim I never returned it :/