Refund not paid and seller not answering

[neebpike]

I purchased an item on ebay and returned to the seller with their agreement back in May, for them to check that the item was faulty.  I returned using signed for post and can see they have had the item back.  I have heard nothing from them despite messaging a number of times.  So on 3rd June I raised a refund request and was got  a message that this was outside the period and that it would be for me and the seller to resolve.  I can't resolve as this as the seller is not replying.  So, I now I have an issue - as i can not seem to find the process to involve EBay, I cant find the way round the automated system to get them involved - can anyone help.  Is there an emaila address?  When I click on the item, the only option I get is to close the case and I dont want to do that as Im owed the best part of £50 - resolution just seems so complicated and time consuming if you dont have the right boxes to tick!  The advice says there should be a offer of the drop down to involve ebay but this is not appearing despite it having been more than 8 days since raising the refund.

TIA

[temperate_porcine · Accepted solution]

Close the ebay case, it's not going to provide a refund, then open a PayPal dispute: https://www.paypal.com/uk/disputes/ enter your tracking details and escalate your case within 2 to 20 days.

[rusticrye]

Whether or not PayPal can help you,as advised by another responder, depends on why you returned the item to the seller. Ebay and PayPal can only help with items which you find are faulty, damaged or not as described on receipt. They cannot legally help you with an item which fails in use. That is between you and the seller. And if the seller proves to be unhelpful, and is a UK business seller, go to the CAB's website to learn what to do, just as you would if dealing with an unhelpful retailer in your local mall.

@neebpike 

[john1297576]

You should have done it through a case in the first place, once over the 30 days hat ebay allow they will not be interested. Doing it properly inthe first place and you would have had a refund weeks ago.

Now all you can do is open a Not As Described Case with Paypal, they do allow longer than ebay but mainly for Not Received cases, but they may accept it. If so ESCALATE after 2 and before day 20.

You really do need to read the Money Back Guarantee which is on EVERY LISTING top right as opening the correct case works to the sellers advantage as they get the selling fee refunded. Now while you may be able to get a refund it will be too late for the seller to get his fee back.