I won an item, the seller has sent an EMPTY box, no item enclosed. What do I do?

[greywagtail7191]

I won an item on Ebay.  The seller has sent to an EMPTY box without my item in it.  I have messaged them twice but no response.  I can tell that the box has not been tampered with as the sellotape around the box is underneatheth the Post Office signed for label.  What is the best way of dealing with this problem.  

[red_magpie]

What is the best way of dealing with this problem.

This happens fairly regularly, but not as often as it used to. You need to open a case under eBay's money back guarantee. You do this through the resolution centre: http://resolutioncentre.ebay.co.uk/

It's VERY IMPORTANT to open an "item not as described" case, and NOT an "item not received" case. EBay will then require you to go through the rigmarole of returning the empty box to the seller, before you can be refunded. It's important to follow this procedure. If yo claimed that the item didn't arrive, the seller could simply provide proof of delivery and the case would be found in their favour.

A case must be opened within 30 days after the actual or latest estimated delivery date. If the seller wants the empty box to be returned, eBay will enable them to send you a prepaid return label (this may not apply if the item location was outside the UK). After 8 days the option will appear to escalate the case for eBay to step in, if necessary. If still unresolved, escalate it, and don't agree to close the case before you have your refund.

For full details of eBay's money back guarantee see: http://pages.ebay.co.uk/help/policies/money-back-guarantee.html

[greywagtail7191]

Ok, I've gone to the resolution centre, do I press "I received an item that doesn't match sellers description"