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Seller promised a full refund but has not paid
Summary: jon_8591 sought advice after an eBay seller sent the wrong item and then failed to provide a promised refund of £141.99. The seller initially acknowledged receipt of the returned item and claimed they processed the refund, but jon_8591 has not received it. Attempts to resolve the issue with eBay were unsuccessful due to being outside the guarantee timeframe. papso22 suggested filing a claim through the payment method used, highlighting that it might have been more effective to use eBay's guarantee sooner.
Hi everyone, I would really appreciate some advice.
I bought an item from an eBay business seller, but they sent me the wrong part. I contacted the seller and, following their instructions, returned it using Royal Mail Special Delivery.
Royal Mail tracking confirms that the parcel was delivered to the seller’s nominated return address and signed for on 12 August 2026.
After initially saying they could not locate the parcel, the seller then confirmed to me in writing on 24 August 2026 that they had submitted a full refund of £141.99.
Despite this, I have still received no refund. I contacted the seller again on 28 August and 1 September, but they have now stopped responding.
eBay Customer Service told me that the transaction is outside the eBay Money Back Guarantee timeframe, so they cannot open a case for me.
I have screenshots of all the messages, proof that I returned the item, Royal Mail proof of delivery and the seller’s written confirmation that the full refund was submitted.
Has anyone experienced something similar? What options do I have to recover my £141.99 from the seller?
Any advice would be greatly appreciated. Thank you.
john1297576
Mentor3 weeks agoThere is a link to the ebay 30 day money back guarantee on every listing.
If you had used it the SELLER would have had to provide and pay for the return label, and proof of tracked return if seller did not refund you could then have asked Ebay to step in.
Because you did not use the correct way for returning, it has cost you postage you should not have had to pay, and run out of the 30 days allowed, when you could have had a refund many days ago.
papso22
Mentor3 weeks agoTry a claim through your funding source.
You should have used the money back guarantee and opened a claim through ebay as soon as you got the wrong part.