Can anyone please show me where you can really start a case against a seller who has not refunded?

[p38arr]

Can anyone tell me where on the ebay website I can really start a case against a seller. Every click just goes round and round!! I'm dealing with a seller who sent me a calculator that doesn't work (and it says Poundland on the back!) so I contacted him and they sent me a prepaid 1st class return label to a different address? 4 weeks on Monday 14 December 2020 since I posted it through a Post Office. Sent a copy of the receipt to the seller. He keeps saying that it still hasn't arrived and clearly has no intention of refunding me. Given him 3 days as ebay state but he is just laughing at me. Where is this so-caled Ebay money back guarantee?

[john1297576 · Accepted solution]

As far as I can see, unless the return label was sent to you in response to a case, returning to an address not supplied by Ebay you are going to be stuck.

Proof of Delivery will be no use as Ebay will not accept it, and I suspect the same applies to Paypal.

Money Back Guarantee works well if you follow the system. If you just asked for a refund instead of opening a proper case I suspect you will get nowhere.

As you say you couldn't find how to open a case, I am afraid that you didn't look very far, there are so many links that you missed.

[p38arr · Accepted solution]

I think this has been exhausted. The links referred to do not exist for my particular situation, so that closes this blog forthwith.

[pixiesen2012 · Accepted solution]

they don't exist for you because it is longer than 30 days, you can only escalate a case within 30 days

[rusticrye]

In several places:

The 30-day Money Back Guarantee (on every listing, in various other places across the site, and on your order confirmation)

The More Actions dropdown beside each transaction on your Purchase History Page.

The Resolution Centre ( link at foot of any page).

The Help pages with their integral search.

All of the above are easier to find than these forums, so I'm not sure how you managed to miss them all, yet managed to find your way here.

@p38arr 

[ruby*tuesday]

The EBay Money Back Guarantee works extremely well if followed exactly. You Returned the Item using the Label which EBay sent you through the Case? Did you then Escalate the Case for EBay to Step in? 

[p38arr]

When I found the calculator was faulty the seller immediately sent me the return label, Should i have opened a dispute with Ebay when he was appearing to cooperate? It would have cost me double the price of the calculator to track it and seven times its original value in Poundland! I now see that the seller has loads of complaints for this same product. At what point does the dispute start?

[pixiesen2012]

the dispute starts when you open a case,

you didn't open a dispute

[pixiesen2012]

to qualify for ebays money back guarantee

 you have to open a case in the

• Resolution Centre

and return the item using a tracked postage service to the address provided

if you did these things and added the tracking number to the case you can ask ebay to step in and refund you,

if you didn't do the above there is nothing you can do through ebay

[m25jet]

If you opened a case via the eBay Resolution Centre and you still haven't received a refund by the time you read this response then if you have not already done so escalate the case to eBay so that they can step in to make a decision.  You get thirty days from the date that you opened the case to do so - if you allow the case to time out then you will not be able to escalate it to eBay.

If the seller has not voluntarily refunded your money and case hasn't timed out yet then go back to your My eBay page and escalate the case to eBay straightaway.  So long as the tracking number shows attempted or successful delivery to the address provided on the eBay Returns Label you will receive a 100% refund of the money that you paid to the seller.  Therefore, ignore the seller's claims that he/she has not received the item and escalate the case to eBay so that you can get your money back before you run out of time to do so.

In the event that you have run out of time to escalate the case to eBay then contact PayPal about the matter.  PayPal give buyers a maximum of one hundred and eighty days to open a case against the seller, so you should have plenty of time left to do so.  However, you cannot open a PayPal case if you already have an eBay case open - therefore, only open a PayPal case if the eBay case goes against you or if you inadvertently allow the case to time out.  PayPal tend to look into cases far more closely than eBay do, so once they put a trace on the tracking number that was given on the returns tracking label they ought to refund you in full once they see that the tracking confirms attempted or successful delivery of the item back to the seller.

[p38arr]

Thanks for your attention to this problem but is everyone saying that I should have refused his offer of the (untracked) prepaid label and immediately started a case against him?

[p38arr]

What hasn't been answered by anyone is my original question as to where within My Ebay, or the Resolution Centre, does it say - register a dispute for a failure to receive a refund? Is there an Ebay UK landline with a human being on the other end to get advice other than the auto response lines referring you back to the website?

[pixiesen2012]

there isn't anywhere to register a dispute for not receiving a refund after sending an item back


you have to open the dispute BEFORE you send it back!!

if you used tracking you can open a dispute after sending the item back and add the tracking number to the case

if you didn't use tracking or open a case there is nothing you can do.