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The seller lied to me and forced me to return a completely damaged electronic item.
Summary: kol_colib experienced issues with a seller over a damaged electronic item, attributing the damage to poor packaging. They shared correspondence where the seller promised a refund without needing the item to be returned, but kol_colib is facing challenges with eBay's process, which typically requires a return. Other participants advised kol_colib to open a case and potentially escalate it if the seller does not issue a refund within three days.
The seller lied to me and forced me to return a completely damaged electronic item. I'm convinced the problem was caused by poor packaging—just a thin cardboard box, no foam or bubble wrap, and no indication of fragility. I'm not in the UK and can't return an item completely damaged due to the seller's poor packaging. This is what he wrote, and it can be seen in the correspondence:
Hello,
I completely understand your situation and sincerely want to make this process as simple and easy as possible for you, especially since you're leaving tomorrow.
Please open a return request and select "Item Damaged" or "Arrived Damaged" as the reason.
After you open a request, I will resolve the issue by issuing a refund without requiring you to return the item.
I will do everything I can to make this process as easy as possible for you and resolve the issue fairly. Thank you for your understanding.
I need advice o
n how to get through to Ebay for a refund without pointlessly sending back a completely destroyed device (I provided a photo report in correspondence with the seller, and he agreed with me)
tressygirl
Mentor1 week agoThose are eBay's MBG ( Money Back Guarantee ) rules, that is, if a seller requests a damaged item to be returned, this has to be done at the seller's expense, before a full refund is issued.
Sometimes a damaged item is not required to be sent back, but it seems here the seller wishes this, so you do have to comply, in order for your refund to be processed.
@kol_colib
kol_colib
OP1 week agoHere's the letter the seller sent me before I filed a claim. Otherwise, I wouldn't have even opened it, since my work is outside the UK and I simply can't physically send this junk back. "Hello, I completely understand your situation and sincerely want to make this process as simple and hassle-free as possible for you, especially since you're leaving tomorrow.
Please open a return request and select "Item Damaged" or "Arrived Damaged" as the reason.
After you open the request, I will resolve the issue by issuing a refund without requiring the item to be returned."
papso22
Mentor1 week ago · EditedIf the seller won't refund voluntarily the ebay money back guarantee requires the return of the item before ebay will force a refund. The seller has to provide a paid for returns label.
kol_colib
OP1 week agoHere's the letter the seller sent me before I filed a claim. Otherwise, I wouldn't have even opened it, since my work is outside the UK and I simply can't physically send this junk back. "Hello, I completely understand your situation and sincerely want to make this process as simple and hassle-free as possible for you, especially since you're leaving tomorrow.
Please open a return request and select "Item Damaged" or "Arrived Damaged" as the reason.
After you open the request, I will resolve the issue by issuing a refund without requiring the item to be returned."
tressygirl
Mentor1 week agoHow many days have passed since you opened the case?
If the seller is happy not to receive the item back they have 3 days to refund you or send that label, if they do neither, escalate the case, ask eBay to step in and they'll force thw refund.
@kol_colib
john1297576
Mentor1 week ago · EditedSeems to me that something simple is being made difficult. Seller clearly says he does not want item returned, and if you open a Not as described case, he will refund.
After opening a case means seller then has 3 days to refund OR supply a return label, which as he clearly says he does not want a return, he refunds within the 3 days, otherwise you escalate to ebay.
You are not in a position to return in any case and seller does not want to incur return costs so should be very simple to sort out.