Refund/Return Stuck and Ebay Can't Help
Summary: ohlardy encountered an issue with a purchase on eBay where the item was not as described. They accidentally accepted a partial refund, which has complicated the return process. **peaseblossom** advised contacting eBay support directly, while marco@ebay, presumably an eBay community member, explained that accepting a partial refund typically closes the case. marco@ebay offered to review the case after ohlardy provided the necessary details. The review is underway, with feedback expected within 48 hours.
Hi. I have bought and sold hundreds of items via my accounts on ebay, but this is the first time I've come across this.
I bought an item which when it arrived was not as described. The seller was insistent that I return it, so I reluctantly began the process via Ebay. In the meantime the seller mistakenly began the partial refund process for a figure almost equal to the selling price. I t was late and I mistakenly accepted this. I can't return the item as there's no return label and the seller states his money is on hold until the issue is resolved. I'm not sure what this means, I know I don't have the money. I raised the issue with Ebay who stated that as the process had got this far they can't/won't help.
I keep going around in circles with the help pages and the only option I have is to 'raise a case' via the - more actions -> view return details - page. but I can't do that either as I repeatedly get an error message.
So after 14 years on Ebay I'm stumped. Any thoughts?
marco@ebay
Hi @ohlardy ,
I've just got an update on this, and this case has been actioned. Both, you and seller will receive an update with the outcome soon if you haven't already.
All the best,
Marco
marco@ebay
Hi @ohlardy , thanks for your post.
Normally, when you accept a partial refund offer, the case is considered as closed/resolved, and you and the seller might not be able to take further actions, as the system understand that you and the seller have settled down the case.
I believe this is the case here, and if that's the case, we might not be able to take further options. However, if you let me know the item number, I can send this for review for you no problem, but please note that based on the above, that this doesn't necessarily means we will to action the case to issue a full refund.
Thank you,
Marco
ohlardy
OP1 month agoHi Marco and thanks for reaching out, much appreciated. The order number is 07-15040-23120 and the return ID is 5328133605. I confirmed with the seller that he still wants to proceed with the return. Please feel free to check out the messages between the seller and myself. I'd had practically given up this morning, but I didn't realise the money was on hold in his account (does that sound right). Frankly I'll go with ant solution right now. Thanks again.
marco@ebay
Thanks for your reply, @ohlardy .
Just before I send this for review, did the seller issue a refund externally like via bank transfer or PayPal, for example, or no refund at all has been sent to you?
Thank you,
Marco
ohlardy
OP1 month agoHi Marco. He suggested it, but he has not sent a refund in any format, via ebay or externally . Many thanks. David.
marco@ebay
Thanks for your reply, @ohlardy .
I've just sent this for review now, if the case is actioned, you should receive notification within 48 hours via email with the actions taken.
Thank you,
Marco
**peaseblossom**
·1 month agoIf you have received notification via ebay that a refund has been issued then it will have been but there is usually a delay in it reaching you. Once you get the money ebay do not expect you to return the item but if the seller wants it back they should buy a postage label online and send you the link or QR code for it. That would be an off-ebay arrangement.
ohlardy
OP1 month agoThanks for the reply. The returns page asks ' Have you received your refund' and then asks if I want to open a case, which it won't let me do. English is not the first language of the seller and I'm worried that something has been lost in translation. Ultimately I'm happy to return the item (via ebay or not) as long as I have my money back, or at least something close, either way I'll be down on the deal. Thanks again.
**peaseblossom**
·1 month agoIf you don't get the refund but cannot open a case (assuming it's still within 30 days of delivery) contact ebay about it. You need to try and speak to someone. Click on help at top of a page, select a subject then type in "speak to agent". Repeat until you get through.
@ohlardy
ohlardy
OP1 month agoHi and thanks again for your help. I've been in contact with ebay via this forum and they are looking at it for me. Cheers.