Seller rejected my return parcel at delivery- how can I get my money back?

[geney12345]

I bought an item and received a cheap knock-off, then the seller's account was removed by ebay. I successfully started a return as ebay approved it, then printed a label through ebay to return it. It went through the post office no problem, but was rejected by the seller when they tried to deliver it as I expect they knew exactly what it was.

From the help guides I think I'm supposed to have an "ask ebay to step in option" but when I view the return details there's no option at all and every option I click on just sends me in a loop. Usually the message seller option will give me extra options and allow me to open a case but because they're not on ebay anymore I don't have that option.

[rusticrye · Accepted solution]

Don't panic! Sellers are allowed a certain length of time in which to refund once tracking proves delivery or attempted delivery to the address supplied by Ebay. The option to ask Ebay to step in will appear when that timeframe is up.  Once you've involved Ebay, you'll be auto-refunded in full.

@geney12345 

[m25jet]

Given that the seller was still on eBay when you returned the item contact eBay Customer Services via the Help & Contact link on this page and select the "Call Me Back" option.  Make sure that you have the item listing number to hand.

When you get a phone call from eBay explain briefly why you're calling, then give the eBay representative the item listing number so that he/she can locate the item in question.  Once he/she has found the item you are calling about explain in more detail what has gone wrong.  State that you complied with the case details and printed off the eBay Returns Label to return the item back to the seller, but the tracking shows that the seller refused to accept the item when it was returned.  So long as you can prove attempted or successful delivery of the item back to the seller eBay ought to refund your money from their own coffers and then go after the seller for the money that he owes them. 

If eBay start getting obstructive and refuse to help you given that the seller is no longer registered on eBay be prepared to fight your corner.  Remind them that you complied with your part of the returns process so that you'd be covered by the eBay Money Back Guarantee, and it's not your fault that the seller has been chucked off of the site for good.  If you can get through to somebody who sees reason they may decide to issue you with a refund from their own coffers.  If not then you'll have to take a slightly different approach, as outlined below.

In the event that you don't get anywhere with eBay and they refuse to assist you with getting your money back then contact PayPal UK's Customer Support Team.  They can be contacted on 0208 080 6500 or 0800 358 9448.  When you get through to them explain what has gone wrong and provide PayPal with the seller's name, the PayPal transaction number, both of which can be found in your PayPal account, and then give them the tracking number.  PayPal tend to check cases far more thoroughly than eBay do, so once they see that the seller received the item but refused to accept it and the money still hasn't been refunded PayPal ought to revoke the payment to the seller and transfer the funds back into your own account.