Closing a case as a buyer

[james3458]

Hi

i ordered a item it didn’t arrive so I opened a case , they the company sent the item 

to return it I have to close the case 

if they say they didn’t receive it will I not get a refund as I can’t open the case again ? 
thanks 

[jckl1957]

Just to be clear ...

Your item did not arrive so you opened a case.

Now, it has arrived but you want to return it?

If that is right, you do need to close the item not received case and then start a return in order to send the item back.

This is the only circumstance where you can close one case and then open a second case.

[lucy_farmer]

Have you received the item?

If not, *don't* close the case.

If you have, and want to send it back(?) you must send by tracked postage. Once the tracking is marked as 'delivered' or even 'attempted delivery' you will get your refund.

You have 30 days in which to open a case (either a 'not recieved' case or and 'item not as described' case).

Once you've opened your case, the seller will either refund you, send you the item or send you a 'returns label' if you're sending something back.

If, after 3 days, the seller has done none of the above you need to 'escalate' the case (the button will appear after 3 days) and then ebay will force the issue and give you a refund.

Do *not* close the case *whatever* the seller says.

If you close the case without getting a refund, the item or a returns label, you will have lost your chance of getting any help.   🙁 (you only get one chance at a 'case')

[james3458]

Nice one
Thanks

Sent from Outlook for iOS<>

[james3458]

So I closed the case and started a return
It says use a company of your choice for delivery and the address is all in Chinese
The item value is £20 so basically I’ve lost that , the company gave the impression it was British

I will use Amazon from now on

Sent from Outlook for iOS<>

[roger_roger_over_and_nowt · Accepted solution]

If you look at the listing what location does it state on the listing ?.

There are many sellers who are registered overseas but state the item location as being in UK.

If the ad states UK then you should maybe request a call back from Ebay cs and explain the situation as if the item is showing as being in UK you only need to return it to a UK address.

Best time to request a call back is just after 8am Mon to friday or just after 9am on weekends and Bank Holidays.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[lucy_farmer]

They want  you to return it back to China?

If you bought from a UK 'based' company, they're ripping the p here. They're hoping you'll give up and go away when you find how much it is to return it to China. And you probably won't get a 'delivered' confirmation from Chinese post in time to get a refund, if at all....

Get on to CS and explain . Ask for a 'call -back' so you get a human being. And the best time to request a call back is first thing in the morning (8-9am) you have a much better chance of somebody in Dublin calling you! (they speak much better English and seem to have way more common-sense than the help-desks based out east somewhere ...)

[james3458]

Hi

thanks for the info 

it is a U.K. company and I have contacted eBay and they have advised me what to do 

which is to inform the company that they need to provide a U.K. address for the return 

if no reply after 3 days then they will step in