how do i open an eBay Money Back Guarantee case.

[essex-gems]

hi there

i have been sent a refund but it hasnt cleared after 6 days on Paypal, Ebay says I can open an eBay Money Back Guarantee case, but I can't seem to do this anywhere. The return states the seller has issued a refund, but there isnt a function to ask Ebay to step in.

Can anyone advise what to do, I have emailed the seller who has relisted the laptop, i need to money to clear before i can look at buying a much needed laptop, thanks in advance

[essex-gems]

I have just come off the phone to Ebay, after using the call back option, wait time approx 10 minutes. Ebay tell me they can now step in as the refund has taken over 5 days to clear. In my case the seller has refunded me using an E.Cheque, which can take longer. They tell me they will look to refund the monies within 48 hrs under the Money Back Guarantee scheme and in 48hours the money should show as cleared on Paypal, the return is now showing as 'you've asked us to step in and help' we'll make a decision in 48 hours.

I'll post an update in 48 hours, to confirm whether this has been resolved.

I should add I emailed the seller who has conitnued to communicate with me, and he tells me he doesn't know why it is taking this long to clear.

[rusticrye]

I don't understand why Ebay told you that. You can't use the MBG to open another return request or case to get your refund because you've already been refunded, meaning the case or return request you opened should now be closed - closure happens automatically when the seller refunds through the return request or case as he should have done. Check the transaction status on your Purchase History page. If the case or return request is still open, and you didn't get a refund confirmation email from Ebay, the seller must have refunded by some other means - is that what happened...?

Refunds go back to source, by the way, and are not instant. If you paid with a debit card, it will take up to 7 days to clear into your bank account. If by credit card, it can take up to 30 days to appear on your cc statement.

If you paid using your PayPal account, refunds are normally pretty much instant but PayPal is absolutely swamped, due to the huge increase in online shopping, and, of course, a much-reduced workforce, so this will cause delays. However 6 days is longer than I would expect for a refund which had been properly transacted, so contact PayPal for assistance if necessary.

@essex-gems 

[tara*teller]

Once you receive info from PayPal and/or eBay that a refund is in process then it will be as it's an automated message.

The monies do need to clear into PayPal before they can be refunded to you and this process can take at least 7 days so I would give it a few more days yet.

The return is the case so you can escalate that case to a claim from 8 days after opening, you do not need to open a new one.