I have returned an item but the seller says that they cannot refund me as the return has been closed

[lp130209]

I have returned an item but the seller says that they cannot refund me as the return has been closed.  The Seller says that I have to contact Ebay to re-open the return so that they can refund me but I don't know how to contact Ebay, please help!  Kind regards.

[m25jet · Accepted solution]

If you have run out of time to escalate the case to eBay - and you have thirty days to do so from the date that you opened the case - then contact PayPal about the matter and explain to them that you have returned the item to the seller as a result of opening an eBay case but the seller is refusing to refund your money.  Provide eBay with the seller's name and the PayPal transaction number - you can find both of these details by logging into your PayPal account and locating the transaction in question - and make sure that you provide PayPal with the tracking number.  PayPal tend to investigate cases far more closely that eBay do, so if they put a trace on the tracking number and it proves that the item has been successfully returned to the seller then they will revoke the payment to the seller and reinstate the funds to your own account.

Should you wish to contact PayPal by phone rather that opening a case online you can contact PayPal UK's Customer Support Team on 0208 080 6500 or 0800 345 9448.  Unlike eBay, who only give buyers thirty days from the latest estimated date of delivery to open a case against the seller, PayPal allow buyers a maximum period of one hundred and eighty days from the date of purchase to open a case against a seller, so you ought to have plenty of time left to open a case.  However, if you can't get through to PayPal on the phone and elect to open a case by logging into your PayPal account make sure that you escalate the case after two days but before the twenty day cut-off point.  So long as you escalate the case before it can time out on you and the tracking details prove that the seller has successfully received the item that you returned to him or her then you'll receive a total refund of the money that you paid for the item.