Seller ignoring after agreeing to a partial refund.

[arjeebe]

Hello,

I was wondering if someone could help me here.

A few weeks ago I bought an item and it finally arrived. The problem is that the item - 3 large Warhammer 40k sprues - is damaged. Two sprues are highly bent due to bad packaging (paid £12 for delivery and it came in a packed bubble envelope..), this has caused some of the miniatures on the sprues to break.

I have mentioned this to the seller and asked for a partial refund because I am overall happy with the purchase but it is obviously damaged and not what I saw when I bought it. He agreed but started to give me vague responses and now it's ignoring all my messages.

What can I do? How can I take further action and contact Ebay?

Thanks!

[tobiasd4 · Accepted solution]

Ebay don't get involved with part refunds, that is between you & seller.

Open ebay case for not as decribed, seller provides returns label, you post back for full refund.

If no label or refund, escalate after 3 business days.

If seller non UK, you have to pay return tracked postage.

[m25jet]

In addtion to the advice that has already been given, if you do open an Item Not As Described case and the seller responds with something along the lines of "Instead of a refund I'll send you replacements for each of the damaged items, on condition that you close the case first" then don't close the case.  A lot of dodgy sellers use that ruse to mislead buyers into closing the case in the belief that a mutually agreeable solution has been reached, then once the buyer has closed the case the seller fails to honour the agreement and refuses to reply to any further e-mails from the buyer, knowing full well that eBay won't allow the buyer to re-open the Item Not As Described case if he/she closed it down voluntarily.

[*guinevere*]

You would have to open a not as described case here

https://resolutioncentre.ebay.co.uk/

Ultimately it would mean that you'd have to return the whole thing for a full refund, as this is the only action that ebay can enforce, but there is an option within the case for the seller to offer a partial refund. 

If this happens it would be your choice whether to accept the partial or to return the whole thing (paid for by the seller) for a refund instead.

[rusticrye]

I'm late to the party, but just wanted to add that you may be out of time for Ebay to help you. If you read the Money Back Guarantee (on every listing and in various other places across the site) you'll see you have 30 days from the delivery estimate on the order in which to open a case or return request. You can open a case after that 30 days, but it will be for communication with the seller only. You will not be able to involve Ebay.

If you're out of time to open an escalatable Ebay case or return request, open one in PayPal or with whatever payment processor you used. Payment processors have much longer timeframes.

Wherever you open a case, DO NOT close it on a promise. Closed cases cannot be reopened, and you can't open another. Follow the case instructions to the letter.

@arjeebe 

[angelah1847]

Ebay won't help you when it comes to partial refunds.

Your only other option is to open a not as described case and claim a full refund on return of the items; the seller has to pay return postage cost.

If you open a case it will get their attention and they may sort the partial refund.