Return stuck at in transit as seller no longer trading - how do i contact ebay?

[richardlaughlin]

Hi 

I bought an iphone on ebay which was defective and agreed a return with the seller. I sent the phone by Royal Mail 10 days ago and the tracking says it was delivered 7 days ago. The ebay return is stuck at in transit so i contacted the seller again today and received an auto reply saying they were no longer trading because of covid 19 and i should contact ebay to get the refund. I can't find where do to this - i find the button that says ask ebay to step in but it just throws me back to returns and cancelled orders. 

Please can anyone tell me a) am i in danger of losing my money or should i be covered and b) where do i contact ebay.

thank you ...

[richardlaughlin]

As you can see, this is my first ever post on here and i can't see the reply to post button, so am posting a comment.

Thank you for your reply. When you say "update tracking" do you mean they will move the status of the return to "returned"? Will they rely on my word for that, or do they need to check with Royal Mail? If it is moved to returned, do i then have to wait a certain amount of days before i can contact ebay or can they intervene immediately?

thank you...

[tobiasd4]

You have replied correctly by adding comment.

When you contact ebay, they can check RM tracking for themselves & should then show on case as delivered, prompting seller to refund, if no refund within 5 days, escalate case to ebay,
you have 30 days from opening case to escalate, do not let it time out.

[richardlaughlin]

Thank you for your advice, i will call them for a callback tomorrow.

[richardlaughlin]

Hello

It appears the comments that were left under this post by myself and tobiasd4 have been deleted! Why would someone do that?

Anyway i just wanted to come back here and say what the outcome was in case people are in a similar situation. I got a call back from ebay as suggested and they refunded me there and then as it was clear 5 working days had elapsed since the actual return delivery date proven by the Royal Mail tracking. I was very impressed with the customer service!

Whoever removed the previous comments, please do not remove this one as it may be helpful to people in a similar situation!

thank you

[tobiasd4]

Thanks you letting us know, glad ebay sorted.

[tobiasd4 · Accepted solution]

You will have contact ebay to update tracking, if you try 1st thing in the morning should get Dublin.

They are not taking phone calls at the moment, either call back or Live chat,

scroll to bottom of link for options.

https://www.ebay.co.uk/help/buying/search-tips/advanced-search?id=4049&query=1455&st=GENERAL_SEARCH